Ivan Palacios Email & Phone Number

Irvine, Ca, Us

Glendora, California, United States

- Developed ConnectWise Automate scripts to automate software, antivirus installation, retrieve computer diagnostics and create reports to reduce service times by over 50% which allowed us to service 80% more clients during peak hours.- Designed ConnectWise Automate alerts that produced and assigned tickets when service was required improving our service response time and deployment by 70%.- Analyzed both unstructured and structured data from support tickets and inbound calls to identify common issues and addressed these issues by engineering automation scripts to reduce client downtime.- Provided client service to walk-in customers by troubleshooting client hardware and software needs and quoting them appropriate business prices for services.- Led beta testing on anti-virus software and provided direct recommendations to my direct supervisor on which platform would best meet our client’s needs.

Merced, California Area

- Troubleshoot AV issues and repaired or instruct faculty on the proper use of equipment to ensure no interference to lectures. - Managed high-priority client support tickets through ServiceNOW and delegated issues to incoming support staff.- Communicated and provided solutions to staff members through Slack and collaborated with team members to ensure AV issues were resolved in a timely manner. - Performed preventative maintenance on equipment such as computers, monitors, printers, the sound and projection devices.- Compiled internal documentation on current procedures and new employee training guides through Confluence.- Trained multiple new hires on specialized tasks to ensure the quality of work and avoid disruption in student instruction

- Managed inbound calls and administered calls to appropriate support staff.- Performed digital preservation of physical business documents and organization of digital documents.- Created and managed client support tickets using AutoTask from phone inquiries and client walk-ins - Administered co-workers' calendars through Google Calendar to service clients through 1:1 technical support appointment.