Alejandro Garcia Email & Phone Number

Miami, FL, US

Miami, FL, US

• Specialized in delivering exemplary technical and customer support for one of Kaseya's RMM solution, the Virtual System Administrator (VSA), on SaaS and On-Premise platforms.
• Conducted investigations into SaaS server performance using Zabbix and collaborated closely with the operations team to effectively identify and resolve issues for optimal server performance.
• Provide server diagnostic and maintenance suggestions for On-Premise customers - finding database and web server bottlenecks, trace the application by utilizing SQL Server Profiler, rebuilding connection, etc.
• Managed and coordinated daily troubleshooting sessions with customers in order to address their issues, establishing strong customer relationships.
• Thoroughly tested and replicated customer issues in controlled environments, collaborating via JIRA with the relevant product teams to enhance and resolve product-related issues.
• Utilized the VSA's proprietary automation solution, Agent Procedures, to help customers create and troubleshoot a variety of PowerShell, batch, and registry manipulation use cases.

• Provide helpdesk support to 100+ users in a fast-paced school environment.
• Diagnose and troubleshoot assets’ hardware for retention and disposal purposes.
• Deployed Meraki Mobile Device Management software for asset management, monitoring, and diagnostics.
• Repurpose salvageable components from faulty assets to refurbish other devices.
• Installed Faronics Insight classroom management software in order to facilitate an efficient teaching environment.
• Handle tickets and events requests using Freshdesk ticketing system.

Boston, MA, US

• Managed the asset imaging operations for the United States region during the depot’s relocation process
• Imaged assets with Windows 10 using PXE servers, and Macs with a separate macOS imaging process.
• Configured and troubleshot assets during the imaging process to provide performance reassurance.
• Consolidated PXE servers’ imaging functionality to USBs, streamlining the process by 50%.
• Documented and demonstrated imaging procedures to new depot location’s personnel.
• Coordinated with other admins in order to redeploy assets to users company-wide.

Miami, FL, US

• Provided input regarding curriculum to the professor based on my previous experience with the course.
• Promptly graded assignment submissions to provide students feedback, and course progress reports to the professor.
• Established a line of communication with students and the professor in order to address technical or academic issues.