Rafael C. Email & Phone Number

Chantilly, Va, Us

Ashburn, Virginia, United States

Boston, Massachusetts, United States

• Responded to and resolved technical issues of hundreds of users via phone, email, and remote assistance• Provided expert support for hardware, software, and network related problems, diagnosing and troubleshooting issues to minimize downtime• Managed a high-volume ticketing system, ensuring all incidents were logged, categorized, prioritized, and resolved within defined service level agreements• Collaborated closely with cross-functional teams, including network engineers, system… Show more • Responded to and resolved technical issues of hundreds of users via phone, email, and remote assistance• Provided expert support for hardware, software, and network related problems, diagnosing and troubleshooting issues to minimize downtime• Managed a high-volume ticketing system, ensuring all incidents were logged, categorized, prioritized, and resolved within defined service level agreements• Collaborated closely with cross-functional teams, including network engineers, system administrators, to resolve complex issues and restore service promptly• Developed and maintained a comprehensive knowledge base, documenting troubleshooting steps, resolutions, and best practices for future reference• Proactively identified opportunities for process improvement, streamlining support procedures, and reducing resolution time Show less

Bethesda, Maryland, United States

-Provided technical support to hundreds of employees across multiple departments resolving hardware and software issues-Configured and deployed new workstations, ensuring hardware and software compatibility and conducting user training on system usage-Collaborated with the IT team to perform regular system maintenance, including software updates, security patches, and antivirus scans

Falls Church, Virginia, United States

• Delivered on-site technical support to medical facilities, ensuring smooth operations of critical technology systems and equipment• Responded promptly to service request and troubleshooting issues, diagnosing hardware, software, and network problems in a timely manner• Coordinated with vendors for equipment repairs, warranty claims, and replacement parts, ensuring seamless operations of critical medical technology• Documented all service activities, including detailed problem… Show more • Delivered on-site technical support to medical facilities, ensuring smooth operations of critical technology systems and equipment• Responded promptly to service request and troubleshooting issues, diagnosing hardware, software, and network problems in a timely manner• Coordinated with vendors for equipment repairs, warranty claims, and replacement parts, ensuring seamless operations of critical medical technology• Documented all service activities, including detailed problem descriptions, resolutions, and follow-up actions, in accordance with standard operating procedures Show less