Pedro Garcia Email & Phone Number

Allentown, Pennsylvania, United States

• Provide IT support for infrastructure, servers, networks, workstations, printers, peripherals and mobile devices for 100+ companies
• Onboard new clients by performing thorough discovery of their current systems and establish procedures for migrations or new implementations
• Coordinate network operations, including monitoring and updating systems, as well as improving system use by working with end users to resolve problems and use systems more efficiently
• Provision and deploy new hardware, including inventory into asset management system, setting up local and network printers as well as mobile devices for secure use and remote access as needed to protect the company’s.
• Manage user accounts and permissions management for multiple platforms including onboarding of new hires
• Remote Monitoring and Management of systems including anti-virus and anti-malware through NinjaRMM as well as Sophos Central

• Provided Advised IT support for macOS, iOS, watchOS, Beats and Apple TV devices as well as software and services, helping up to 125 customers per week on average and maintaining a 95% successful problem resolution rate
• Provided support directly to customers focusing on providing a high-quality experience while resolving problems quickly
• Handled escalated technical problems as a second line of support for other technicians, working with customers needing a higher degree of technical skills and customer service
• Implemented a weekly team training program used to improve overall staff performance by up to 20%

• Completed analyses of hardware and software to identify and resolve technical issues for up to 40 clients per shift
• Finished system repairs for customers using advanced diagnostic testing to fix hardware problems
• Discussed problems with customers, collected data, and filed reports needed to complete repairs

Allentown, Pennsylvania Area

• Provided advanced tech support for customers and first-level associates, leading to a 97% successful resolution rate without the need to return or replace hardware
• Assisted other technicians in fixing customer issues, guiding them to the right resources, and ensuring that problems were resolved effectively
• Improved team performance metrics by up to 35% through effective one-on-one and group coaching
• Coached team to achieve second place in monthly team rankings.
• Achieved best team at the corporate level for three consecutive months.

Allentown, Pennsylvania Area

• Consistently promoted to roles of increasing technical complexity based on demonstrated performance and high KPIs
• Won top Tier 3 advisor recognition at the corporate level for quickly resolving customer issues and high customer satisfaction scores
• Educated customers about available services and provided ongoing support for tablets, VoIP services, computers, and data cards
• Frequently among the top 5 advisors in my department.

• Troubleshot Smartphones and Data Centric devices.
• Provided tips and best practices to enhance customer experience.
• Partnered with device manufacturer technical support to address complex issues.
• Escalated complex or unique issues to engineering through internal ticketing system.

• Troubleshot Phone First, Feature Phones and Voice services on a GSM network.
• Resolved Customer's issues and any adjacent issues in a timely manner.
• Enhanced customer's experiences with T-Mobile Services by providing support and education.

Associates Degree - Information Sciences And Technology, Software Development, A

Activities and Societies: Blue & White SocietyProud to be a Nittany Lion and be part of the PSU legacy.

Education record