Juan Mata Email and Phone Number

Responsible for day-to-day help desk operations including ticket prioritization, tracking, and timely resolution, as well as technical support to 1000 staff in 20 locations. ● Deploy, manage, and repair 800+ mobile devices with various operating systems. Devices managed using MDM.● Conduct handheld and software training for officers. Average training class was about 60 officers at a time.● Diagnose issues with operation-critical hardware, software and operation-specific systems depending on the client.● Took part in a data migration project, where we moved out of a data center we managed into the cloud.● Perform demo/trainings of equipment and software to potential new clients.● Transitioned over 200+ users to work from home by installing and configuring hardware. Trained users with documentation I made to better support each respective branch of operations.● Travel to different client sites to provide technical support and client satisfaction.● Work closely with network engineers to configure servers, routers, and switches at new and older client sites.

Responsible for day-to-day help desk operations including ticket prioritization, tracking, and timely resolution, as well as technical support to 500+ staff in over 5 different locations. ● Achieved a 100% customer satisfaction rating on tickets with urgency to customer requests and password resets.● Diagnose, troubleshoot, and resolve hardware and connectivity issues. Excel at asking probing questions.● Assist manager in demo/trainings for officers by providing documentation and assisting users as class is in session.

Developed excellent communication skills, positive reinforcement methods, and assisted in developing school tutoring program to teach college students of all ages how to solve complex mathematical problems.● Math level tutored: Basic arithmetic through Theoretical Mathematics● Evaluate student's learning styles and provide appropriate techniques for maximum understanding.● Developed instructional material to aid students in studying and note-taking.

● Store Consultants attain a high degree of expertise in the products and services offered in their Office stores. In addition to being able to efficiently operate printing, binding, graphics and copying equipment, ● Store Consultants are expected to anticipate and meet the needs of customers. ● Store Consultants also must be able to accurately process complex orders, provide accurate pricing information and ensure all customer questions and complaints are resolved quickly to the customer’s satisfaction.

Provided technical support for staff with installing and configuring computer hardware, software, systems, networks, printers, and scanner, set up accounts for staff and ensured users knew how to log in, investigated, diagnosed, and solved computer software and hardware faults, checked computer equipment daily for electrical safety. ● Installed and configured over 50 new workstations and over 100 peripheral components. ● Provided exceptional customer service and ensured optimal technical service in a fast-paced academic environment. ● Provided excellent customer service in setting up big events with tables, decoration, and any accommodations needed.

Drove daily production activities with effective communication and leadership, trained new employees in food and safety along with cash management, fast-paced environment, customer service oriented, and learned strong leadership qualities.

● Passionate about Nike products and services.● Demonstrated enthusiasm and eagerness to learn the fundamentals of all store Athlete roles, including but not limited to Service, Visual Presentation, and Stockroom.● Delivered the best possible service and attention to all consumersAssist the team in executing all daily retail operations to ensure premium service and smooth store functioning.● Developed positive relationships with consumers and teammates.● An active member of the store community by attending and supporting store events.● Modeled reliability and flexibility by being able to work varied hours and days to meet the needs of the business.● Maintained knowledge of various store departments and be available to operate cash register for regular transactions, perform shipping and receiving duties, stock the floor, perform cleaning duties, and build visual displays when necessary.

Interviewed job candidates and made staffing decisions, counted cash drawers and made bank deposits, assigned employees to specific duties to best meet the needs of the store, hired, trained and evaluated personnel in sales and marketing.