Richard Arias
@richardarias
Experienced IT support specialist delivering reliable technical solutions and user-centered service.
Dominican RepublicWhat I'm looking for
I am an IT support specialist with progressive experience in Level 2 and Level 3 technical support across public and private sectors, providing onsite and remote assistance to users in North America and the Dominican Republic. I specialize in network and server administration, preventive maintenance, and troubleshooting hardware and software issues.
I have administered and developed institutional databases, written technical specifications for system acquisitions, and used tools such as ConnectWise, Salesforce and IT Glue to manage service requests. I also create and run SQL queries, deliver user training, and document procedures to improve operational efficiency and user adoption.
I bring intermediate programming skills in Python, PHP and C#, hands-on experience with Microsoft Entra ID (Azure AD), Intune, Windows Server and Linux, and advanced productivity skills in Microsoft 365. I am results-oriented, organized, bilingual, and committed to proposals and process improvements that enhance the customer experience.
Experience
Work history, roles, and key accomplishments
Level 2 Technical Support Specialist
Net Tech International SRL (Alliant Systems)
Jan 2023 - Dec 2025 (2 years 11 months)
Resolved software issues via phone, email, and remote assistance, delivered user training, managed service requests in ConnectWise and Salesforce, documented in IT Glue, and executed intermediate SQL queries for data analysis and solutions.
Level 3 Technical Support
Instituto Nacional de Coordinación de Trasplante
Jan 2018 - Dec 2025 (7 years 11 months)
Provided Level 3 onsite and remote support, managed networks and servers, maintained equipment, administered and developed institutional databases, and authored technical specifications for new information systems.
Level 2 Technical Support
Conduent
Jan 2018 - Dec 2018 (11 months)
Delivered Level 2 technical support to users in the U.S. and Dominican Republic, conducted periodic equipment maintenance, and supported system, network, and server stability and security.
Level 2 Technical Support
Alorica
Jan 2017 - Dec 2018 (1 year 11 months)
Provided onsite and remote Level 2 support to users in Canada and the Dominican Republic, performed preventive maintenance on equipment, and assisted with network and server administration to ensure operational continuity.
Education
Degrees, certifications, and relevant coursework
Universidad Nacional Tecnológica (UNNATEC)
Bachelor's Degree, Systems and Technology
2019 -
Pursuing a Bachelor's Degree in Systems and Technology with coursework in systems administration and software development.
Instituto Técnico Superior Comunitario (ITSC)
Associate Degree, Software Development
2015 - 2018
Earned an Associate Degree in Software Development covering programming, database design, and application development.
Politécnico José María Vélaz
Professional Technician, Information Technology
2010 - 2014
Completed a Professional Technician program in Information Technology focused on technical support and hardware maintenance.
Tech stack
Software and tools used professionally
Availability
Location
Dominican RepublicAuthorized to work in
Job categories
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