Jaime Soto

-Responsible for the overall support of school systems, testing and troubleshooting hard/software issues with laptops, projectors, computers, tablets and phones. -Coordinated repairs of the school equipment contacting third party vendors for repair services or maintenance. -Performed some minor hardware repairs for IT equipment and peripherals (laptops, desktops, etc.) -Worked with the school's equipment inventory, delivering, tagging and setting up end-user hardware, software, and peripherals.

-Responsible for fixing 15 different models of system alarm faults that involved Queries, support & troubleshooting over the phone and email. -Monitored and responded to server notifications given by the alarms to contact Customers or SOS's service from the back-office. -Support tasks involved: ticket creation, assistance & allocation of the relevant teams. -Assisted external departments with up-selling, upgrading, sales, and retention. 70-90 system tickets.

-Worked as the first point of contact for all smartpens client queries & issues. -Offered expertise, troubleshooting issues with Windows, Mac OS, Apple IOS &Android devices. -Created & updated technical articles to help end-users resolve problems step by step, allowing us to have more time to deal with the most difficult issues. -Identified faults on the website (for example, outdated information, or old articles that needed to be changed) in order to improve website productivity.

-Filtered appliances call support (roughly 30-40 incoming calls per day) -Provided basic support & troubleshooting for in-home appliances. -Scheduled Repair services appointments. -Payment processing & related issues. -High-level application usage or How-to questions (about products, services, and parts repair) -Gather user’s information & analyzed the issue -Ticket creation & allocation to relevant teams

-Filtered help desk calls support tier-1 tier-2 tier-3 (roughly 70-90 incoming calls per day) worked under pressure. -Provided basic support & troubleshooting (Listened carefully to the clients in order to guarantee a positive experience) -Account unlock/lock, password reset. -Payment processing & related issues (breakdown of mobile invoice charges) -High-level application usage or How-to questions. -Application navigation assistance (Orange Mobile App)

• Provided a wide range of technical and administrative support for Windows machines (OS installation and software upgrades) • Performed preventive and corrective maintenance on university computer equipment. • Learned troubleshooting techniques for hardware, software, and network issues. • Delivered technical reports and formal papers on test-bugs findings. • Updated and upgraded security systems as needed. • Prepared estimates of expenses and identify integration issues for IT project managers.

Valle del Cauca University (SENA) (A.S.) IT Computer System Technician 2011 - 2013