Ewerton Garcia

About Ewerton Garcia

With 20+ years of experience I am highly skilled in computer construction, network, support, and sales.I have been an IT Apple Genius technician at one of the busiest Apple Stores in New York for the last 6 years. After relocating to Miami I was able to provide “white glove” support to Level-C Executives for about 3 years on going, which I am able to manage and deliver brand new office setup to the local employees and executives, bringing together all new hardware, network and data, making sure all works seamlessly with their offices and home offices. Some of my job descriptions are troubleshooting issues with devices (software and hardware), upgrades and new setups. Networking. I am also Microsoft and Apple certified giving support either on software or hardware. I am eager to learn and I can easy do it on the spot. Languages: Fluent English, Spanish and Portuguese.Operating Systems: Microsoft Windows, Apple MacOS X including iOS. Specialties: Mostly help provided:Security software suites, memory upgrades, hard drive clean up and speed up, re-format and system upgrade, network setup, wireless setup, printer setup, backups.I can also provide electronics setup such as:Smart Home system and devices, HDTV calibration and setup, Tivo installation, Cable box setup, home theater setup, surround system installation and calibration and many other devices.

Experience

1. Senior Associate Technology Support Engineer

   General Atlantic

   Jul 2024 — Present · Miami Beach, FL, US

   Respond to requests from clients via Help Desk ticketing system. Correctly fill out incident and request tickets per the technology team\'s guidelines.• Analyze, troubleshoot, resolve user technology issues, fulfill their requests, and address setup needs. Involve members of other technology sub-teams, as necessary, to resolve issues requiring their specialized knowledge.• Attend virtual or in-person meetings with clients to facilitate the troubleshooting and resolution of issues, as necessary.• Maintain high level of VIP white gloves customer satisfaction and consistently solicit feedback from users to uncover and gain insight on technology issues. Temporary workarounds are acceptable, but it is the analyst’s responsibility to see it through to full resolution and confirm the user is satisfied with the fix.• Actively update, maintain, and monitor all GA Operations tools, management and monitoring systems and respond promptly to alerts and system emergencies as required.• Report and escalate appropriately all critical and high system issues and outages with VIP complaints to management immediately with the associated important or key information.• Image, install, update, deploy, configure, and test all assigned computer systems, user devices, associated peripherals, 3rd party and internal applications within the GA firm guidelines to meet firm security requirements, operational readiness, governance, system standards and protocols.• Perform regular system health checks, software and system rollouts, major changes and updates as assigned and in compliance with established procedures and run books.• Ensure successful integration with existing systems while having zero to minimal impact on our users or business operations.• Complete and compile detailed reports as requested by management on outages, issues, problems, inventories, system performance etc.• Build application packaging for software deployments, updates, and uninstalls.

Education

• Data Control Technical Institute

  Associates Degree in Information Technology

  1995 — 1998

• Centro Universitário de Rio Preto

  Ciência da Computação, Computer Hardware Technology/Technician

  1996 — 1998

Skills

• A+ Certified
• Sales
• Upgrades
• Apple Certified
• Help Desk Support
• Customer Service
• Xp
• Icloud
• Remote Desktop
• Printers
• Backup
• Virus Removal
• Apple Watch
• Operating Systems
• Mac
• Ios
• Wireless
• Hardware Support
• Updates
• Iphone Support
• Troubleshooting
• Networking
• Mac Os
• Technical Support
• Imac
• Ipad Support
• Software Installation
• Macbook Pro
• Watch Os
• Computer Hardware
• Laptops
• Windows 7
• Customer Support
• Apple Hardware
• Apple Support
• Antivirus