Andres Viera Email & Phone Number

Miami, Fl, Us

Coral Gables, Florida, United States

Coral Gables, Florida, United States

Miami, Florida, United States

Doral, Florida, United States

● Conducted over 2,300 IT Service Cases monthly in an efficient, professional manner in person, over the Phone & E-Mail● Serviced and communicated with 800+ users in person, over the phone, and remotely to provide the highest level of support.● Completed a daily average of 60+ calls in an average of 6 minutes.● Charged with level 1 and level 2 troubleshooting for end-users● Analyzed, evaluated, and documented resolutions of highly complex incidents, projects, and tasks●… Show more ● Conducted over 2,300 IT Service Cases monthly in an efficient, professional manner in person, over the Phone & E-Mail● Serviced and communicated with 800+ users in person, over the phone, and remotely to provide the highest level of support.● Completed a daily average of 60+ calls in an average of 6 minutes.● Charged with level 1 and level 2 troubleshooting for end-users● Analyzed, evaluated, and documented resolutions of highly complex incidents, projects, and tasks● Utilized technical expertise to yield high levels of first contact resolution● Ensured that all tickets are resolved within SLA while providing the highest level of customer satisfaction● Monitored and followed up all IT Service Cases to stakeholders throughout the lifecycle of the cases to ensure an effective resolution● Elicited and documented well-defined details that would be critical in resolving cases● Ensured IT Service Cases were logged with appropriate Category, Priority, Urgency, and Impact● Collaborated with other departments such as Tech Support, Application Management and System Administration to resolve complex issues for users● Routed out of scope IT Service Cases to the appropriate resolution teams to be resolved● Performed administrative tasks with Windows AD network accounts● Expert in Troubleshooting & Repairing Computers, Printers, Networks, Phones, & Other Hardware● Administered software deployment, installation, and configuration for all bank employees through BigFix & General Hardware Installation● Aided in the implementation and integration of new technology and software.● Mentored and trained co-workers on day-to-day operations involving general troubleshooting, Windows OS information, SOS ticketing system procedures, and escalation.● Created guide for basic troubleshooting procedures to streamline the resolution process● Assessed preventative measures were carried out to fully comply with current rules, regulations, and internal policies. Show less

Miami/Fort Lauderdale Area

● Utilize Microsoft Active Directory to manage credentials and privileges users in the Domain.● Service and interact with over 1,000+ users in person, over the phone & remotely to provide the highest level of support.● Access units remotely to maintain servers, help clients & update security systems.● Document & Organize tickets via Track IT & Excel to expedite turnaround time.● Troubleshoot & test LAN switches & devices, WAN Access points, Printers & VLAN phones.● Utilize… Show more ● Utilize Microsoft Active Directory to manage credentials and privileges users in the Domain.● Service and interact with over 1,000+ users in person, over the phone & remotely to provide the highest level of support.● Access units remotely to maintain servers, help clients & update security systems.● Document & Organize tickets via Track IT & Excel to expedite turnaround time.● Troubleshoot & test LAN switches & devices, WAN Access points, Printers & VLAN phones.● Utilize Command Prompt to Problem Solve IP/DNS issues & join users to Domain.● Image (Ghost) units, install software & set up Network Configurations.● Troubleshoot & patch switches to maintain wireless access points working throughout campus.● Schedule & Organize events/presentations for over 1,000 guests.● Video, Audio & Image editing for events & presentations. Show less

Miami, Florida, United States

● Problem solved, process, and order routes to guarantee thousands of packages reach customers on time.● Assisted in new hire orientation, Trained and supervised over 50 associates to make sure functions (Pick and Stage, Sort, Flex, Audits, TDR, Yard Marshal) are in order.● Developed & innovated company procedures to cut costs and streamline operations.

Bachelor'S Degree, Information Technology

Certificate, Team Management