n-8f3771b1072e3c38bd662872f6b673a722f4b3ca2421637d5596661b4e2132cc.svg" color="#111"> Alfred Alva | IT Infrastucture | Risk Assessment | Web Developer < ">
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Alfred Alva

IT Techical Support/Linux Admin

skill's

  • Customer Support
    80%
  • Active Directory
    70%
  • MSQL
    90%
  • Bash scripts
    60%
  • DHCP,DNS, TCp/IP
    100%

Social

Summary

 As a Break/Fix Support Engineer, I have worked on Computers,Security Appliances,Windows Servers, Linux platforms, Log analysis for most of my ten-year career. Created knowledge base articles, monitored incoming calls for quality, and produced reports for management. I have excellent communication skills and rapport with customers. Assisting IT professionals and end-users to configure and troubleshoot many network and PC issues for proprietary software and security compliant hardware.


-Excellent troubleshooting and problem solving skills.
-Network infastructure troubleshooting (firewalls, routers, and switches
-Linux (Ubuntu, Centos, Red-Hat), UNIX (Solaris) and Windows Server OS.
-Communicate effectively both verbally and in writing with customers as well as with internal engineers.

Work Experience

  • 2016 - Present
    Web Developer - Maintenance
    Technical Support
    -Provided technical support on web issues, Routers, DNS, Viruses, Blue screen Windows 3.1 to windows 10
    - Assist in Branding, SEO, html, Html5 Bootstrap, CSS configurations.
    - Developed web steaming apps for DJ radio Podcasting.
    - Web Security support on nafarious emails, FTP issues, domain registration Hosting issues.
    - Provided expertise in best practices for Web Maintenace

    • 2016 - 2016
      ContentKeeper 
      Support Engineer - Contractor W2 Perris, CA.
      -My contract ended in July as budget constraints required another traveling IT person to assist with the growing installation projects.
      -Assist IT staff and end-users with the ContentKeeper management interface or escalated to engineers for onsite hardware related issues.
      -Assist our internal IT team while they travel the different school locations and configure the complex infrastucture.
      -Inbound calls from schools to assess, document, and provide first call resolution.
      -Used zoom and a cloud virtual call system to communicate.


    • 2014 - 2015
      Everbridge - Glendale, CA.
      Technical Support Engineer II
      -Provided technical support diagnosing problems with our cloud-based mass notification platform on configuring and provisioning.
      -Worked with IT professionals to configure their system though remote Assistance with problems with network protocols such as Email, SFTP, and misconfigured CSV files for the database.
      - I assisted end-users with database uploads or secure single sign problems
      - Documented all client calls using our Salesforce CRM ticketing system. Met SLA requirements for proper and consistent communication of case status to the clients.
      - Provided expertise in best practices for emergency notifications to clients.

    • 2013 - 2014

      Websense - San Deigo, CA.

      Technical Support Analyst.

      -The Websense technical department has been acquired by Forcepoint and has relocated to Austin, Texas as a new company (Forcepoint).
      -My tasks were inbound and outbound phone support with remote desktop to assist.
      -Determine the severity of the issue, install or troubleshoot the software.
      -Troubleshoot logs on the inux appliances and check configurations on thier Windows Server 2003-2008 and determine if the integration of the hardware or software was correctly configured.
      -Secure SSH root access to customers appliances to analyze logs and apply needed hot-fixes or patches.
      A re-install of software was required to resolve some problems.
      - Assisted IT clients to troubleshoot their network bottlenecks with DNS, TCP, DHCP, and Active Directory that was affecting performance.


    • 2005 -2013

      Trustwave  Irvine, CA.

      Technical support to Team Lead

       

      -2010 - 2013 I was promoted as a team lead, I mentored nine Tier 1 technical representatives and improved the company’s resolution cycles. I developed a ’Cut to the Chase” approach by having techs ask a series of questions to engage the customer and pin point the issue quickly. This process greatly assisted the next tier 2 team when escalated. -I proactively reviewed my tier 1 cases for best practices, notes and next steps for accuracy. Monitored phone calls and developed weekly reports as part of a coaching effort to improve technician interactions with customers, consequently, developing strong customer relations. Customer concerns were improved by tracking progress on their escalated cases by working

      - In 2008 -2010 I was promoted to a Quality assurance analyst, this new position was created to support and report on service level agreements
      for a new remote call center in Waco, Texas. Also played a critical role in making sure all product releases were efficient, defect free, and backwards compatible with previous releases.

      -Used remote access to customer networks which allowed me to transfer, update, and validate files in a Linux environment and provided reports to management on progress and goals.

      -2007-2008 Provided first-level phone support with root access to Red Hat and Centos Linux operating systems US-wide and applied kernel patches to fatal issues, configured LDAP connections for Active Directory, Novell, and Open directory. Assisted and configured setting for the software with new hardware.

      -2005-2007 Formally known as M86, I started as a business representative for two years and moved to the Technical Support team in 2007.

       

Education

Rio Hondo Community College

Pipe Pressure Design - Two Semesters


GED - La Punte High School Ca.

1975

Certificates

IT Helpdesk Professional Certificate 1999

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Google IT Certificate

IT Certificate

NSE Institute Certificate

Fortinet Certificate Fortinet Certificate