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 assistance with endpoint monitoring metrics and processes by leveraging Monitor Sets, Windows Counters, Event Log Monitoring, among other solutions, and helped troubleshoot their failures when not functioning as expected.• Contribute to the creation of comprehensive reports for customers, highlighting valuable data points including missing software patches, unexpected endpoint outages, endpoint access logs, and more.• Responsible for managing a virtualized environment used by the support department for testing and troubleshooting purposes, leveraging VMware ESXI.• Contributed to the onboarding of new engineers by serving as an approval point for their responses and by providing additional training on our product, processes, and common issues.• Assisted customers with leveraging the VSA’s APIs to create their own tools and processes and take full advantage of the VSA.

• 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.• Administer users’ accounts through Active Directory and Google Workspace.• Support printers’ functionality across the campuses.• Monitor and maintain VoIP system.• Maintain inventory of IT stock.

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.• Supported end-users through emails using ServiceNow’s ticketing system

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.