Roman Forty
San Juan
Summary
Skilled IT Support Specialist with background in troubleshooting, network management, and customer service. Experienced in providing technical support to both on-site and remote teams across various operating systems. Strengths include strong analytical skills, ability to multitask and adapt quickly to new technologies. Previous roles involved enhancing system performance, improving end-user experience, and contributing to team-oriented problem resolution efforts.
Overview
7
7
years of professional experience
Work History
IT Support Specialist
Liberty PR
San Juan
10.2022 - Current
- Guided customers through step-by-step solutions in a clear and concise manner.
- Updated customer information and account status in the database following each interaction.
- Oversaw daily performance of computer systems.
- Managed the configuration and setup of customer accounts and systems.
- Reviewed logs of system events for potential issues or threats.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Trained new support representatives on troubleshooting techniques and company support protocols.
- Assisted in the development and updating of technical documentation and support guides.
- Tackled troubleshooting and problem resolution to support end-user technical issues.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Analyzed support tickets to identify trends and recommend product improvements to the development team.
- Deployed new versions of operating systems across multiple platforms.
- Implemented security measures to protect sensitive information from unauthorized access.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
IT Service Desk Analyst
Tecnology Partnes
San Juan
03.2018 - 01.2022
- Answered user inquiries to resolve computer software or hardware operation problems.
- Managed inventory of IT assets such as laptops, desktops, servers and peripherals.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Provided recommendations on hardware purchases based on customer requirements.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Created documentation for common IT tasks such as troubleshooting steps for various types of problems.
- Resolved hardware issues including replacing parts as necessary.
- Coordinated with vendors for repair services when needed.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Monitored ongoing service requests to verify timely and satisfactory completion, supporting exceptional satisfaction ratings.
Education
BBA - System of Information
Universidad Ana G Mendez
Carolina05-2017
Skills
- Technical support
- Troubleshooting techniques
- System configuration
- Network troubleshooting
- Technical documentation
- Customer service
- Incident management
- Effective communication
- Data analysis
- Process improvement
- Organizational skills
- Security protocols
- Service desk support
- Analytical skills
- Help desk support
- Issue and resolution tracking
- System diagnostics
- Customer service expert
- Teamwork
- Data management
- Desktop support
- System optimization
Languages
Spanish
First Language
English
Intermediate (B1)
B1
Timeline
IT Support Specialist
Liberty PR
10.2022 - Current
IT Service Desk Analyst
Tecnology Partnes
03.2018 - 01.2022
BBA - System of Information
Universidad Ana G Mendez
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