I'm looking for a job where I can use my long experience and skills to the fullest, with complete confidence in the products or services I'd be supporting, trust in my employer, and the best-possible mutually beneficial arrangement.
Alfred User
@alfreduser2
With my more than 20 years of experience, thousands of issue resolutions, and myriad satisfied customers, you need look no further.
What I'm looking for
Seasoned IT professional with 15+ years of technical support and customer service &
success experience, specializing in:
• Windows/macOS advanced troubleshooting
• SaaS/POS systems: SuperSalon, iOffice cloud administration
• Bilingual support (English/Spanish) for global teams | IT training/coaching
• Customer service excellence: de-escalation and first-contact resolution mastery
Experience
Work history, roles, and key accomplishments
IT Help Desk Agent
BMK Solutions
Jan 2021 - Jan 2023 (2 years)
Resolved 50+ weekly tickets for hardware/software issues and internal user account administration, streamlining escalation paths across the US, Canada, and Mexico to reduce resolution time by 25%. Documented and tracked incidents via ServiceNow and JIRA to improve team accountability.
IT Help Desk Agent
BMK Solutions
Jan 2021 - Jan 2023 (2 years)
Resolved 50+ weekly hardware and software tickets, focusing on Active Directory security and internal account administration; streamlined escalation paths for 300+ support units across US, Canada, and Mexico, reducing resolution time by 25%.
IT Help Desk Agent
BMK Solutions
Jan 2021 - Jan 2023 (2 years)
Resolved 50+ weekly hardware/software tickets with focus on Active Directory security and user account administration; streamlined escalation paths across US/Canada/Mexico, reducing resolution time by 25%.
IT Help Desk Agent
BMK Solutions
Jan 2021 - Jan 2023 (2 years)
Resolved 50+ weekly hardware/software tickets and managed Active Directory user account administration, addressing smartphone access issues. Streamlined escalation paths for 300+ support units across US, Canada and Mexico, cutting resolution time by 25% and documenting incidents in ServiceNow and JIRA.
Technical Support Advisor
Propoint Solutions
Jan 2014 - Jan 2020 (6 years)
Provided remote Level 2 support for SuperSalon™ POS and iOffice cloud POS, achieving 95% first-contact resolution and mentoring 15+ Level 1 technicians to cut escalations by 30%. De-escalated 20+ irate customer calls monthly and documented issues via Zendesk.
Technical Support Advisor (Level 2)
Propoint Solutions
Jan 2014 - Jan 2020 (6 years)
Provided remote Level 2 support for SuperSalon™ and iOffice™ POS with 95% first-contact resolution; mentored 15+ Level 1 technicians, cutting escalations by 30% and de-escalating 20+ irate calls per month.
Technical Support Advisor (Level 2)
Propoint Solutions
Jan 2014 - Jan 2020 (6 years)
Provided remote Level 2 support for SuperSalon™ POS and iOffice™ cloud POS with 95% first-contact resolution and de-escalated 20+ irate calls per month. Mentored 15+ Level 1 technicians, reducing escalations by 30% and documenting issues via Zendesk.
Technical Support Advisor
Propoint Solutions
Jan 2014 - Jan 2020 (6 years)
Provided remote Level 2 support for SuperSalon™ and iOffice™ POS systems achieving 95% first-contact resolution; mentored 15+ Level 1 technicians and reduced escalations by 30%.
Executive Virtual Assistant
Gentle Care Home Services
Jan 2008 - Jan 2014 (6 years)
Supported executive operations and behavioral/home health administration for 1,000+ clients, improving departmental efficiency by 30% and recruiting 40+ clinicians while securing $200K+ in state-funded contracts.
Executive Virtual Assistant
Gentle Care Home Services
Jan 2008 - Jan 2014 (6 years)
Managed executive operations and behavioral/home health administration for 1,000+ clients, improving departmental efficiency by 30%; recruited 40+ clinicians and secured $200K+ in state-funded contracts through grant writing and outreach.
Executive Virtual Assistant
Gentle Care Home Services
Jan 2008 - Jan 2014 (6 years)
Supported executive operations and behavioral/home health administration for 1,000+ clients, improving departmental efficiency by 30% and recruiting/onboarding 40+ clinicians. Secured $200K+ in state-funded contracts and managed bilingual website content, SEO, and HIPAA-compliant client databases.
Executive Virtual Assistant
Gentle Care Home Services
Jan 2008 - Jan 2014 (6 years)
Supported executive operations and behavioral health/home health administration for 1,000+ clients, improving departmental efficiency by 30% through process optimization and recruiting 40+ clinicians. Administered bilingual websites, managed HIPAA-compliant client databases, and secured $200K+ in state-funded contracts via grant writing.
Senior Technical Support Advisor
Alienware Latin America
Jan 2003 - Jan 2007 (4 years)
Led a team of Tier 1 technicians and developed training materials that improved QA scores by 40% and reduced onboarding time by two weeks; authorized $50K+ in annual warranty repairs with 98% accuracy.
Senior Technical Support Advisor
Alienware Latin America
Jan 2003 - Jan 2007 (4 years)
Led a team of Tier 1 technicians, improving QA scores by 40% through tailored coaching and reducing escalations by 20% with developed training materials. Authorized $50K+ in annual warranty repairs with a 98% accuracy rate.
Senior Technical Support Advisor
Alienware Latin America
Jan 2003 - Jan 2007 (4 years)
Led a Tier 1 team to improve QA scores by 40% through coaching and upskilling materials, reducing escalations by 20%. Co-developed training and exams to cut onboarding time by two weeks and authorized $50K+ in warranty repairs annually with 98% accuracy.
Senior Technical Support Advisor
Alienware Latin America
Jan 2003 - Jan 2007 (4 years)
Led a Tier 1 team, improving QA scores by 40% through tailored coaching and reducing escalations by 20% via upskilling materials; authorized $50K+ in annual warranty repairs with 98% accuracy.
Education
Degrees, certifications, and relevant coursework
Alfred hasn't added their education
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Location
Authorized to work in
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Social media
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