Kevin Chester Nazarea

• Managed high levels of call flow (L2 up to L3 issues) and responded to client's technical support needs.
• Used Ticketing Systems like ServiceNow & IT Glue to document and review all kinds of support tickets.
• Utilized a wide range of Remote Tools such as RDP, Team Viewer, Director & Bomgar to resolve realtime issues remotely.
• Provided Basic to Advanced Troubleshooting Support for Office 365 Applications, Windows 10 & 11 OS concerns with corresponding support to Microsoft Entra Admin and Exchange Activesync.
• Facilitated communications with various IT Department Heads, Client's & partner IT vendors.
• Handled all on-boarding & off-boarding procedures, created user accounts and assigned permissions via use of Active Directory & Group Policy Editor.
• Resolved various Hardware, Software, Application & even Basic/Intermediate Network Issues.
• Piloted the streamlining of current processes and updated procedures for support action consistency.
• Maintained Virtual Machine Servers & Back-End Support for user's using VM's & VDI's via VMware Horizon Admin.
• Applied the use of ITIL concepts & practices and spearheaded company deliverables like SLA's.

• Provided Hardcore Troubleshooting over a wide ranged of Hardware, Software & Network Issues.

• Handled Support of Back-End Servers & POS Systems and even credit Card Machines.

Performed High-Level Troubleshooting for Virtual Machine OS for Hyper-V System Setups.

• Tasked with Resolving Highest Level of Issues & worked with unresolved issues after being promoted to Platinum Level of Support.

• Worked with resolving various HP Peripheral Issues especially HP Printers, Scanners & Fax Machines.
• Used ticketing systems like SalesForce to manage and process support actions and requests.
• Installed, configured and maintained computer systems and network connections for a wide variety of HP users.

• Company Overview: (formerly Stream and now part of Conduent)
• Responded to customer inquiries and provided technical assistance over the phone for both North American & Canadian Clients.
• Handled Advanced Issues pertaining to Dell Alienware Laptops and Desktops.
• Tasked with being the Email Support POC responding realtime to user and client concerns.