Raphael Serrano

I've supported enterprise users at Cognizant by troubleshooting network, VPN, proxy, SSL/TLS, hardware, software, and operating system issues. I manage access through Active Directory and OneIdentity, configure onboarding devices and accounts, and support Office 365 applications.

At Ploxhost, I led customer service workflows, standardized escalation procedures, and trained and mentored new hires. I also coached team members through complex escalations, performance improvement, and career development.

I've delivered technical support across BigCommerce, ABC Fitness, Aurealis Studios, and Skynethosting, resolving platform, networking, biometrics, web hosting, and software issues through chat, email, phone, tickets, and video sessions.

My hands-on technical background includes Zero Trust configurations with Cloudflare and Authentik, Google Workspace and Microsoft 365 provisioning, DNS management, ITSM implementation, web server configuration, and basic HTML, CSS, and JavaScript troubleshooting.