Alfonso Ozaeta Jr.
Santa Elena,CY
Summary
Detailed-oriented, team player, seeking to work in a globally competitive environment on challenging assignments that shall yield the twin benefits of job satisfaction and steady-paced professional growth.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Service/Technical Support Representative
Dealer Spike Belize Ltd
05.2023 - Current
- Provided remote assistance to used car dealers experiencing technical difficulties with proprietary dms software, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company product, ensuring accurate information was provided to customers at all times.
Supervisor, Network Operations Center (NOC)
Speednet Communications Limited
04.2019 - 12.2022
- Supervise, delegate tasks and provide support to team
- Set performance goals and deadlines in accordance with company's policy and vision and effectively communicate them to team
- Organize workflow and ensure that employees understand their duties and delegated tasks
- Monitor employee productivity and provide constructive feedback and coaching
- Improve morale among team
- Liaison between management and team
- Prepare and submit performance reports.
NOC Service Network Technician
Belize Telemedia Limited
12.2016 - 06.2018
- Proactively monitored all Emergency Management Systems (EMS) related to Network Department, IT Department and Business Unit for Telecommunications Company
- Monitored key performance indicators
- Assessed and escalated faults and alarms related to mobile and fixed telecommunications networking technologies in Network Operations Center
- Exceeded Mission Critical objectives to meet service level agreements in timely fashion.
Systems Engineer
CenterBeam Inc.
10.2000 - 04.2002
- Monitored remote faults and alarms within Network Operations Center
- Provided data center server administration and networking support for mid-sized, institutional clients of IT Solutions and Internet Service Provider.
Systems Administrator/Technical Support Specialist
NeoVista Software
06.1999 - 12.1999
- Provided technical support to engineering staff at data mining and software firm
- Performed back office server administration including hardware and software upgrades and network configuration.
Education
Associate of Science: Systems Administration -
Masters Institute
San Jose, CA04.2020
Skills
- Leadership
- Project Management
- Systems Engineering
- Systems Administration
- Telecommunications
- NOC
- Technical Troubleshooting
- Product Troubleshooting
- Call Center Operations
- VoIP Installation
- Microsoft Certification
- A Certification
- Error Detection
- Technical Documentation
- Analytical and Methodical
- Collaborative Team Player
- Hardware Configuration
- Software Evaluation
- Creative Issue Resolution
- Hardware and Software Configuration
- Tracking and Documentation
- Incoming Call Management
- Help Desk Support
- Attention to Detail
- Microsoft Windows and Office
- Problem-Solving
- Active Listening
- Organizational Skills
- Customer Communication and Empathy
- Friendly and Patient
- Teamwork and Collaboration
- Remote Technical Support
- Videoconferencing
- TCP/IP
- Security Protocols
- Systems Analysis
- Wide-area Networks
- Hardware upgrades
- LAN/WAN
- Information Protection
- Network configuration
- Technical documents comprehension
- Performance Testing
- Mac systems
- System Administration
- Hardware diagnostics
- Ticket support system management
- Application installations
- Software diagnosis
- Complaint resolution
- Technical issues analysis
- Data Recovery
- Software Installation
- Microsoft Outlook
- Network diagnostics
- Application support
Certification
- CompTIA A+ Technician
- Microsoft Certified Systems Engineer (MCSE)
Languages
English
Native language
Spanish
Intermediate
B1
Timeline
Customer Service/Technical Support Representative
Dealer Spike Belize Ltd
05.2023 - Current
Supervisor, Network Operations Center (NOC)
Speednet Communications Limited
04.2019 - 12.2022
NOC Service Network Technician
Belize Telemedia Limited
12.2016 - 06.2018
Systems Engineer
CenterBeam Inc.
10.2000 - 04.2002
Systems Administrator/Technical Support Specialist
NeoVista Software
06.1999 - 12.1999
Associate of Science: Systems Administration -
Masters Institute
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