Anthony Becerra Email & Phone Number

Raleigh, North Carolina, United States

• Provide white glove support for our customers while adhering to SLA standards and maintaining top satisfaction scores. • Troubleshoot and investigate incidents within customers' vSphere environments focusing on vCenter Server, ESXi hosts, PSC/SSL, and Installation/Upgrades issues. • Review customer logs and provide root cause analysis for incidents and events. • Provide mentoring and training to newly hired Technical Support Engineers. • Recognized as a top performer and Customer Satisfaction Champion for each quarter of 2023. Received 97 top box (highest rating per category) customer satisfaction surveys in 2023.

• Provide white glove support for our customers while adhering to SLA standards and maintaining top satisfaction scores. • Troubleshoot and investigate incidents within customers' vSphere environments focusing on vCenter Server, ESXi hosts, PSC/SSL, and Installation/Upgrades issues. • Review customer logs and provide root cause analysis for incidents and events. • Provide mentoring and training to newly hired Technical Support Engineers. • Recognized as a top performer and Customer Satisfaction Champion for each quarter of 2023. Received 97 top box (highest rating per category) customer satisfaction surveys in 2023.

• Managed and maintained all technology within assigned medical centers and the Corporate Offices • Managed ticket queue, ensuring tickets were handled within SLA while working on multiple concurrent projects at any given time. • Provided white glove customer service to customers and VIPs, including C-level executives, while resolving their technical issues in a timely manner.

• Provided technical support to clients while championing quality customer service standards. • Documented all issues and generated reports detailing common problems and their solutions using ServiceNow. • Provided IT support by troubleshooting desktops, laptops, printers, phone, and other peripherals and devices.

The Idea Center At Miami Dade College

• Assist instructor in presenting CompTIA A+ & Network+ course material to 22 students.• Lead student’s technical lab activities such as taking apart desktop computers and putting them back together, using Packet Tracer to create/troubleshoot virtual networks, and creating network cables.• Provide IT support for the department by troubleshooting desktops, laptops, printers, and projectors.

Miami/Fort Lauderdale Area

• Tutored students for classes pertaining to Information Technology and Computer Programming.• Imaged and configured over 200 computers to keep them in working condition.• Analyzed and troubleshot computer issues to repair both hardware and software. Identified, removed, and replaced faulty hardware.

The Idea Center At Miami Dade College

Intensive information technology that provides a deep dive into all skills, technical and non-technical, required to succeed as an IT professional. It combines computer and networks fundamentals, hands-on training and industry perspectives from experienced IT professionals.Certifications earned:• CompTIA A+ ce• CompTIA Network+ ce

Cic Miami, Fl

Full-time, boot-camp program focusing on coding, computer science, and web development.Technologies:• Python ( HTML Templating with Jinja2 and Server-Side Validation with Flask)• SQL ( CRUD, phpMyAdmin, SQL Alchemy & Entity Framework)• C# / ASP.NET• HTML & CSS• Bootstrap• Version Control using Git / GitHub

Miami, Fl

Introduction to the intellectual enterprises of computer science and the art of programming. This course teaches students how to think algorithmically and solve problems efficiently. Topics include abstraction, algorithms, data structures, encapsulation, resource management, security, software engineering, and web development.Technologies:• C• PHP• SQL (CRUD, phpMyAdmin)• JavaScript• C# / ASP.NET• HTML & CSS

Miami, Fl

• Supervised 8 team members’ performance in all Front Desk procedures.• Trained, evaluated, counseled, motivated, and coached employees for the Front Desk position.• Reviewed, organized, and balanced the daily financial transactions of the hotel ensuring accuracy for financial reports.• Developed step-by-step Night Audit training packet improving overall training time.• Prepared incoming shift duties: generated housekeeping boards, communicated with incoming front desk agents to insure smooth transition of shifts, and communicated with all staff to prepare for any morning events/meetings.• Assisted guests over the phone and in person with all IT related problems.• Assisted with purchasing inventory for the hotel.• Balanced and logged the hotel's cash bank daily.• Responded to guest complaints, issues and inquiries in a friendly and timely manner.• Organized, confirmed, processed, and conducted all guest check-ins/check-outs, room reservations, requests, changes, and cancellations.• Secured payment; verified and adjusted guest billing accounts.• Identified and explained room features to guests; supplied guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest.• Maintained contingency lists to have a record of all guests in case of emergency. • Anticipated sold-out situations and obtained satisfactory alternative accommodations when the property cannot accommodate guests with reservations.• Maintained, balanced, and secured cash drawer. • Processed all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.• Reviewed daily reports/logs. • Completed designated cashier and closing reports in the computer system. • Accepted and recorded wake-up call requests.• Polled micros, reviewed shift totals, backed-up system and preformed the audit every night to start the hotel's new business day.

Bachelor'S Degree, Information Technology

Bachelor'S Degree, Hospitality Administration/Management