Roberto Pagan Email & Phone Number

New York, Ny, Us

Brooklyn, New York, United States

Managed Office365/Azure AD/GSuite for staff and students.Established IT policies, procedures, and standards to ensure compliance with industry regulations and best practicesNegotiated vendor contracts for hardware, software, and services to optimize costs while maintaining quality standardsOversaw the deployment of enterprise-wide software upgrades, ensuring minimal disruption to business operationsManaged hardware and software asset inventories, optimizing procurement processes and reducing costs by XX%Led the evaluation and selection process for new technology solutions based on business requirementsCreated documentation for IT processes, procedures, configurations, troubleshooting steps, enabling efficient knowledge transfer within the teamServed as a point of contact for vendors regarding IT equipment procurement and repairsDemonstrated strong problem-solving skills by quickly identifying root causes of technical issuesAssisted in the implementation of IT projects, including network upgrades and server migrationsActed as assistant to CEO during construction of new facility, in addition to acting as facilitator with contractors to expedite issues to facilitate facility completion and efficient infrastructure/technology rollout for move in.

• Provide fast and cost effective resolution to client’s issue with their networks, equipment and software.• Purchase and assemble systems and components to create or modify equipment to suit client’s needs.

United States

Greater New York City Area

• Maintained proper posture and appearance at all times.• Opened doors with a smile and helped guests with their belongings.

Greater New York City Area

• Delivered prompt and courteous service.• Exorcised proper care of company vehicles and their contents.• Assist passengers safely in and out of vehicle.• Carry, load and unload luggage.• Skillfully and safely drove throughout the five boroughs of New York City, even during inclement weather.

Greater New York City Area

• Handled a high volume of incoming calls from clients to resolve billing and prescription issues.• Handled emotional customers with delicacy, listening emphatically while maintaining company policy.

 Completed daily registering and store open/close functions, as well as, making bank depositsas required by the store manager. Provided operational support and maintenance of site equipment. Facilitated manager in placing purchase orders and managing store inventory. Assisted customers in person and via telephone to obtain services they required at a suitableprice point. Sold merchandise to customers following Storage Post prescribed selling procedure. Utilized O’Neil Records Management Software to generate work orders for the delivery andretrieval of client’s records. Managed client invoicing and payments with QuickBooks. Handled a high volume of calls from clients for the purpose of billing and recovery of overdueaccounts. Offering alternative payment plans and cost reduction suggestions to customers withbilling issues. Received, checked and shelved all merchandise products.

 First line of contact for clients with handset issues. Requiring comprehensive use of problemsolving skills to determine exact cause of issue. Extensive use of “E‐Ticket” system for logging of all issues and work related to client handsets,ensuring rapid turnaround time of repairs. Ran RF diagnostics on client handset utilizing “PoST” system, replacing components of theequipment dependent on scope of issue. Qualified customers for wireless upgrades and other related services, upselling accessories andplans. Handled financial transaction on a cash register. Received, checked and shelved all merchandise products.

Greater New York City Area

• Short term vacation relief porter, sent to different location throughout the city.• Assisted in general building sanitation duties, including: Sweeping of external areas, cleaning and polishing of glass and metal surfaces, bathrooms and general maintenance of building lobby.

Greater New York City Area

Diagnosis of desktop, application, networking and infrastructure issues. Experience of supporting a wide and varied client base. Troubleshot PC’s, laptops and mobile devices. Provided 1st/2nd line support to users. Administered the IT department’s policies.