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.
• 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

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.
• C
• PHP
• SQL (CRUD, phpMyAdmin)
• JavaScript
• C# / ASP.NET

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.
• Assisted guests over the phone and in person with all IT related problems.

Bachelor'S Degree, Information Technology

Bachelor'S Degree, Hospitality Administration/Management