Raphael Dos Santos Email & Phone Number

Orlando, Florida, United States

As an Applications Engineer, I test and maintain applications, create diagrams and models, and gather customer requirements for tailored software solutions. I oversee quality control for laser systems, ensure software functionality, and support engineers in development and troubleshooting. I also prepare feasibility reports, develop training materials, conduct training sessions, and present laser systems and software to clients.

Applications Engineer | Laser Maker Trainer

Miami/Fort Lauderdale Area

• Research and resolve end user and production equipment hardware and software problems, utilizing other IT staff and outside vendors as needed.• Serve as the second level of support for all end user technical support requests and assist in troubleshooting and resolving issues.• Help manage the IT ticketing queue, prioritizing and assigning tickets and ensuring they get worked in a timely manner.• Identify and escalate Incidents and urgent issues to the proper… Show more • Research and resolve end user and production equipment hardware and software problems, utilizing other IT staff and outside vendors as needed.• Serve as the second level of support for all end user technical support requests and assist in troubleshooting and resolving issues.• Help manage the IT ticketing queue, prioritizing and assigning tickets and ensuring they get worked in a timely manner.• Identify and escalate Incidents and urgent issues to the proper resources.• Responsible for on-going workstation setups, which includes various O/S installs, setting up user profiles according to company standards, and phone and printer deployments.• Generate and maintain documentation and procedures as part of general systems support.• Actively contribute to ongoing process of improvement.• Set up, configure, and Windows Servers, Windows 7/10 computers.• NVR Camera set up and configuration pre and post deployment.• Maintaining and updating drivers of Printers and Computers• Credit card reader configuration and maintenance of Drivers• Install and configure computer hardware operating systems and applications• Monitor and maintain computer systems and networks• Replace and maintain parts as as needed, providing PMP when possible.• Provide support, including procedural documentation and relevant reports• Support and maintain the roll-out of new applications• Set up new users' accounts and profiles and deal with password issues• POS system set up and configuration and maintenance. • Transmitter/Pager Setup, configuration, and troubleshooting. • Dell SonicWALL TZ215, TZ400, TZ500, setup, configuration and maintenance Show less

Sunrise, Fl

•Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.•Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.•Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.•Building lasting relationships with clients and other call center team members based on trust and… Show more •Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.•Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.•Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.•Building lasting relationships with clients and other call center team members based on trust and reliability.•Utilizing software, databases,and tools appropriately.•Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.•Making sales or recommendations for products or services that may better suit client needs.•Taking part in training and other learning opportunities to expand knowledge of company and position.•Adhering to all company policies and procedures. Show less

Miami/Fort Lauderdale Area

- Set up hardware and install and configure software and drivers.- Maintain and repair technological equipment (e.g. routers) or peripheral devices- Perform regular upgrades to ensure systems remain updated- Troubleshoot system hardware failures or bugs and provide solutions to restore functionality- Arrange maintenance sessions to discover and mend inefficiencies- Keep records of repairs and fixes for future reference- Offer timely technical support and teach users how… Show more - Set up hardware and install and configure software and drivers.- Maintain and repair technological equipment (e.g. routers) or peripheral devices- Perform regular upgrades to ensure systems remain updated- Troubleshoot system hardware failures or bugs and provide solutions to restore functionality- Arrange maintenance sessions to discover and mend inefficiencies- Keep records of repairs and fixes for future reference- Offer timely technical support and teach users how to utilize computers correctly- Identifying and troubleshooting problems of various client base and devices. - Maintaining Mobile and Home computer hardware and software as needed for business.- Repairing motherboards and upgrading firmware of most small electronics.- Installing software applications.- Providing technical support.- Testing and debugging programs and hardware repairs.- Managing workstations.- Coaching end-users. Show less

High School Diploma, Biological And Physical Sciences

Activities and Societies: Football, Wrestling, Weightlifting, Art Studied four years in order to received High School Diploma.

Bachelor Of Applied Science - Basc, Information Technology