Max De La Rosa Email & Phone Number

Columbus, OH, US

New York, NY, US

Remote Xhybrid Help desk Analyst III

Bangalore, Karnataka, IN

• Address all Tier 1and 2 tickets in a timely, efficient fashion
• Report all incident resolution on Service now.
• Triage, prioritize, manage and report on help desk tickets/resolutions
• Deliver timely, prompt assistance to end users when requested
• Provide receipt response regarding the tickets to the end user
• Provide resolution guidance to the user within the response time window

Carrollton, Texas, US

Columbus, Ohio Contact Center Personal Computer (CC-PC) Support Specialist 2016-2019Provided first- and second-level desktop hardware and software support, troubleshooting, management, and security for PC/LAN and laptop/workstation for end-users, including executive and senior-level management. Built and configured Contact Center employees’ personal.

Abbott Park, Illinois, US

• PC Technician B Helpdesk (Contract) 2015-2016
• Executed a range of troubleshooting, including laptop refresh, image, diagnosis, repair work, remote tech support, phone support, software/hardware issues, and data migration for company employees.
• Documented steps taken to diagnose and resolve customer problems. Closed trouble tickets on ITSM and maintained records of statistics and tracking requirements of hardware and software maintenance and repair.
• Managed the tasks of installing, updating, and maintaining a variety of software applications and computer hardware, including the configuration of new computers, software, and peripheral hardware.
• Installed upgrades to Office 365.
• Mobile phone configuration for iPhone and Android and OS Air watch configuration.

• BLACK BOX NETWORK SERVICES, HONDA NORTH AMERICAN SERVICES, LLC, Marysville, OhioCisco Telephone Support (Contract) 2014-2015
• Streamlined processes of phone and remote tech support, configured and installed VG 224 Gateways, and performed network tests for POE.
• Managed all aspects of migrating the PBX phone system to Cisco VOiP Call management. Built and configured Cisco IP phone, IP communicator, jabber, and voicemail.

• WORLD WIDE TECH SERVICES (WWTS,) Columbus, OhioField Service Technician II 2005-2014Provided onsite service in Columbus, Ohio for businesses and home users, hardware configuration, troubleshooting, and diagnostic for.
• Executed data migration, replaced CPUs, motherboards, memories, cooling fans, heat sink, power supplies, hard drives, CD-RW, DVD+RW, video cards, network adapters, keyboards, LCD screens, and webcam.
• Serviced clients with troubleshooting different hardware and software issues, including Microsoft office configuration and user formatting as well as LCD, LED TV repairs-Samsung, Vizio, Sony, LG, and Toshiba.Documented.

• Perform a wide range of troubleshooting diagnosis and repair work, Troubleshoot software and hardware issue via phone.Build computer systems from shell up, security systems Image Vault, special configuration, and.
• Upgrade System, experience using Quick Tech system, Bios configuration and update, test Memory, and work with Norton Network System Ghost for images up to 20 machines as one.
• Take weekly inventory of parts, such as: Hardware, Label and in house equipment.
• Costumers Services onsite and over the phone to home user and business.

Bachelor’S Degree, Information Technology

Associate’S Degree, Electronic Technology