Osvaldo Robledo Email & Phone Number

Sonoma, California, United States

Sonoma, California, United States

Santa Rosa, California, United States

Novato, California

Petaluma

Three positions Held (3). Most recent:• Successfully performed and managed delivery and optimization of all IT technical daily operations throughout multiple sites in the U.S. and overseas (remote). This involved detailed tracking, solution based resolutions, and providing solid and reliable technical support, using my strong technical skills which has resulted in positive internal and external relations and communications• Built, maintained and strengthened internal and external client relationships when managing the entire technical on-boarding and off-boarding lifecycle. Including but not limited to: purchasing, vendor management, laptop and desktop imaging, PC, MAC and iPhone procurement and set-up, and establishing internal client deployment of all technical related equipment and software• Utilize advanced problem solving and solution based skills as the primary technical support person, independently managing and delivering technology solutions and resolution to assigned client base, while signifying company quality principles • Lead go-to conversant responsible for multiple site technology issue resolution. Utilized my solid solution based qualities, ensuring successful implementations and resolutions, and ongoing functional sites exceeding expectations of all involved• Gained extensive management knowledge including training new technology support employees, introduction and education of new technology to indirect reports, motivating of staff, backing up and supporting staff members, training and collaboration of third party vendors, network terminations and redeployment of hardware, all while ultimately contributing to a highly effective company environment• Involved as the Subject Matter Expert for Apple products and additionally implemented a scalable setup process for MAC and iOS Apple products, by drawing from my extensive product knowledge base and utilizing the ability to understand the needs of our company’s client base

Petaluma, Ca

• Innovative and creative solution based training partner and coach, with a proven success in transferring technical knowledge base throughout multiple departments, subsequently becoming a reliable go-to team member who delivered on results• Contributed organizational and project management skills by providing full level technical training support, interacting and training clients, educating internal staff and numerous departments, effectively maintaining training documentation, which all involved extensive communications and using my refined time management skills • Managed and strengthened client relationships by utilizing extensive problem aptitude, proficiency from past positions held, and the intuitive ability to resolve performance concerns on behalf of the company’s clients• Directly contributed to company and team success by creating several company related tools that resulted in both time and cost savings for the company. Examples were: Designing and implementation of ISO Certified New Hire Training for worldwide staff improving onboarding timeline by several weeks, Created and deployed Mobile Device Management software, Created and delivered training for iOS hardware and software Technical Environment: M.S. Office Suite(s): 2016, 2013, 2010, MAC, iOS, iPhone administration and troubleshooting, Genesys IVR, FreePBX, Bria, Fonality, Slack, Symantec, Network Connect, Counterpath, Bria, Salesforce, Bugzilla, 1Password, Camtasia, Snagit, Evernote

Petaluma, Ca

• Executed flawless customer service by proactively identifying client technology issues of all experience levels, and resolving quickly and professionally within a time sensitive environment and directly contributing to client retention• Managed and maintained large key customer accounts while leveraging from my extensive knowledge base and providing them with the best possible technical solutions and training• Exercised my commitment to enhancing client’s business partnership experiences, while providing them with excellence in customer service. Provided clients with honesty, consistency and dedication to ensure solid client relations and retention• Directly contributed to company’s effort to standardize implementation process and accelerate agents time-to-revenue when on-boarding local and international call centers by providing in-person as well as remote training of hardware and software• Contributed solution and technical attributes by performing as the primary liaison between customer support and software teams, facilitating reporting of bugs, solutions and user interface (UI) suggestions between teams involved• Developed, implemented and updated an ISO-certified onboarding curriculum using my comprehensive understanding of the company’s needs for our worldwide staff resulting in increased service levelsTechnical Environment: M.S. Office Suite(s): 2016, 2013, 2010, MAC, iOS, iPhone administration and troubleshooting, Genesys IVR, FreePBX, Fonality, Slack, Symantec, Network Connect, Counterpath, Bria, Salesforce, Bugzilla, 1Password, Camtasia, Snagit, Evernote

Sonoma, Ca

• Primary support to company’s client base by successfully planning and hosting private customized wine tastings with high profile business customers providing an exceptional customer experience and company brand recognition• Built, maintained, and strengthened client relationships by utilizing extensive problem-solving aptitude, proficiency from past positions held, and intuitive ability to resolve performance concerns on behalf of the company’s clients• Utilized fervent ability to work dexterously and communicate clearly with a broad range of personalities and departments assuring all target deliverables were met• Demonstrated organizational and multi-tasking strengths when absorbing knowledge from multiple departments and roles, then applying that learned experience to ultimately promote both internal and external lasting relationships• Surpassed expectancies by advancing my skills and knowledge in the areas of all aspects of the winery and team supportTechnical Environment: M.S. Office Suite(s): 20017, 2010, LAN/WAN Administration, iPhone administration and trouble-shooting