Juan Carlos Fuentes

System Support Professional @Jolera Inc.

Provide quality and efficient support services of client environments. Requests and issues received via phone and email to over 180 clients. Quick, accurate and proper documentation of issues, troubleshooting, and resolution. Escalation as needed only when required. Timely communication with internal teams, clients and primary client contacts. Learn new technology, concepts and gain hands on experience wherever possible including Barracuda firewalls and products. Provide any suggestions and recommendations for process improvement where opportunities are available. Tools include- ConnectWise, ServiceNow, nCentral, O365, Barracuda firewalls, Citrix