Oscar Rojas

WORK HISTORY

EDUCATION

ABOUT OSCAR ROJAS

Seasoned IT leader with extensive experience managing technical support operations, maintaining IT systems, and providing user support and training. Over the years, I have solved numerous convoluted system problems, managed enterprise support teams, troubleshot hardware and software issues, and provided same-day service solutions to minimize client downtime. The course of my career has allowed me to gain much-needed exposure to stretch my versatility to the maximum.My aim has always been customer satisfaction. I am adept at analyzing and investigating product malfunctions, resolving customer queries, recommending solutions, and guiding product users through features and functionalities. I am well-versed in overseeing the development, implementation, and management of information technology systems and application support and infrastructure oversight. As a performance-driven professional, I managed Service Desk operations, IT-Projects and supervised outsourced IT engineers at levels 1 and 2, and met and exceeded KPIs with a 94% monthly efficiency. In addition, I have earned a winning reputation for providing a satisfactory customer experience. I am self-motivated, organized, and can work under pressure in a competitive and demanding environment. I enjoy the challenges of mastering new skills and techniques to achieve targets. I am able to manage multi-cultural IT teams in German, English or Spanish. My expertise cuts across Information System Management, Project Management (PMP,PSM and Google PM), Business Analysis, Technical/End-User Support, Incident Management, Problem Resolution, AWS SysOps, Performance Optimization, Root Cause Analysis, Customer Service, Ticket Support System Management, Operations Support, Technical Documentation, Service Management, and Research and Strategy.