Rafael T.

Provide direct support to the owner by managing their calendar, email inbox, and key documents to maintain efficiency in operations. Conduct thorough real estate research, including analyzing property comparables and investment opportunities, to aid in financial decision-making. Create engaging graphics for social media and oversee the maintenance of the company's website to boost its online presence.

Deliver first-line technical support for hardware, systems, and applications, addressing issues related to installation, operation, and configuration through effective diagnostic techniques. Handle customer inquiries, focusing on fast and friendly service while achieving high first-contact resolution rates and escalating complex cases as needed. Champion process improvements by identifying efficiencies and enhancing team knowledge via documentation in the Knowledgebase.

Specialize in researching tax sales and auction properties, performing detailed analyses to identify valuable investment opportunities. Maintain comprehensive databases of properties on sale, ensuring information on pricing, location, and auction dates is current. Assist in preparing informative reports and summaries for clients, enabling informed decision-making.

Provide comprehensive IT support following standard operating procedures related to imaging, updating, and resolving computer and software issues. Manage IT assets and support tickets, maintaining an organized inventory and coordinating orders while actively responding to incoming support requests. Offer both hands-on and remote assistance, troubleshooting hardware and software problems to ensure timely resolution.

Throughout my tenure, manage the complete lifecycle of Priority 1 and 2 incidents, conducting extensive data analysis to produce weekly and monthly reports. Facilitate critical calibration and follow-up meetings with stakeholders to ensure effective communication. Transition from advanced end-user support for complex issues to a Quality Assurance Auditor role, focusing on process improvement and compliance.