Roy Matos Email & Phone Number

Orlando, Florida, United States

Winter Park, Florida

Winter Park, Fl

Winter Park, Fl

Winter Park, Fl

Winter Park, Fl

• Provide order-entry, order tracking and all coordination needed for service installations and disconnections.• Use a variety of online systems (internal and 3rd party portals) to track and manage orders.• Ensure all internal provisioning systems contain accurate order data and documentation.• Escalate order issues internally as well as with external 3rd party vendors.• Working knowledge of Data Center operations and equipment (Space, Power, Cross Connects, Patch Panels, Optics, Fiber, Colocation)• Meet customer committed dates for all service orders.• Manage vendor relationships to meet firm order commit dates.• Manage customer expectations and providing excellent customer service.• Work with internal departments to ensure correct service and billing.• Setup and conduct customer turn-up calls.

Winter Park, Fl

• Tier II NOC technician for a large-scale global content delivery & TCP/IP network based on Juniper, Brocade, Cisco, and Arista technologies. • Provide technical support via a ticket system, and phone on: Network, CDN, and Colocation• Monitor global networks and server farms ensuring availability according to service level agreements• Communicate and follow-up with customers within SLA• Troubleshoot and proactively identify potential problems and make recommendations regarding solutions

• I troubleshot all issues regarding Atlantic.Net’s product offerings (Cloud Hosting, Dedicated Server Hosting, Managed Server Hosting, Collocation, and Groove Services).• Provided excellent customer service to customers experiencing issues relating to Atlantic.Net product offerings by receiving inbound phone calls, responding to support tickets, and in person situations with customers in the data center.• Duties included installing, supporting, and monitoring Cisco switches and routers, dedicated services, collocation space, firewalls, load balancers, and various proprietary systems.• Terminated CAT5 and CAT6 straight through and cross over cables.• Assembled custom barebones for fast deployment.

• Received and logged all incoming technical questions into the Credit Union’s help desk software.• Assisted with install of commonly used software for the Credit Union staff to continue operations. • Utilized Credit Unions software to dial in to staff’s PC to correct the operator’s trouble.• Escalated calls to the appropriate IT staff member to resolve trouble tickets. • Supported Credit Union employees with systems applications in coordination with the IT Manager. • Performed the needed help desk duties as needed in the department to support employees on day to day functions.

• Provided Help Desk Support both over the phone and onsite to over 600 employees.• Provided first level hardware and software support for users.• PC/Helpdesk Technical Support.• PC, Server, and Laptop setup and support.• NT Account Administration/Exchange Account Administration• I.T. Help Desk Administration (Micro Outsource).• Handled virus, spyware, and adware problems.• Equipment repairs, asset tracking, physical inventory and asset database maintenance.• Ordered IT Supplies.• Shipping and Receiving IT equipment.• Coordinated and completed MIS services for moves and additions.• Imaged desktops, laptops, and servers. • I.T. Critical Phone/Weekend Phone Support.