Laurence L. Burgos

Former IT contractor with NexusTek, where I provide technical support and managed services to a diverse portfolio of clients. My responsibilities include the following:

• Network Monitoring: Continuously monitor network infrastructure, servers, and applications for performance, availability, and security issues using RMM tools like N-able.
• Incident Management: Respond to alerts, Investigate root causes and escalate incidents according to predefined SLAs.
• Troubleshooting: Diagnose and resolve network, server, and application issues quickly to minimize downtime.
• System Maintenance: Perform routine maintenance tasks, including patch management, software updates, and backup checks.
• Documentation : Maintain accurate incident logs, technical documentation, and runbook for efficient issue resolution.
• Collaboration : Work closely with the network engineers, system administrators, and other technical teams to resolve complex issues.
• Security Management: Identify and respond to security alerts, including DDoS attacks, malware infections, and unauthorized access attempts.

• Tools and Applications Used:

Professional Services Automation (PSA) Tools

• ConnectWise Manage

Remote Monitoring and Management (RMM) Tools

• N-able (formerly SolarWinds RMM)

Security Tools (EDR, Antivirus, Firewalls, etc.)

• SentinelOne (EDR)
• Barracuda XDR (Skout)
• Barracuda Email Security

Documentation & Password Management

• IT Glue
• 1Password / LastPass for Business

Remote Access & Support Tools

• TeamViewer
• ScreenConnect (ConnectWise Control)

Cloud Management & Backup Solutions

• Microsoft Azure & Microsoft 365 Admin Portals

Scripting & Automation

• PowerShell
• Automations within RMM tools (N-Able)

• Provided Tier 1–2 application support for 3E, a financial and practice management platform for law firms.
• Served as the primary point of contact for customer support issues, managing triage, escalation, issue ownership, and resolution.
• Applied strong product expertise to deliver technical support, user guidance, and best-practice recommendations.
• Replicated, troubleshot, and debugged application and data-related issues, including analysis of client data files.
• Delivered clear and timely client-facing communications during outages and high-priority incidents.
• Documented troubleshooting procedures and known issues, improving support efficiency and knowledge sharing.
• Acted as a customer advocate, reporting defects and feedback to the Product team and collaborating on issue resolution.
• Partnered with Implementation and Customer Success teams to support scalable support operations and data management processes.

Tools/Applications Used:

• 3E
• Salesforce
• Microsoft SQL Management Studio
• Microsoft Teams
• Integrated Development Environment (IDE)

• Provided Tier 1–2 application support for Wingspan electronic Trial Master File (eTMF), a SaaS platform used in clinical research and life sciences environments.
• Acted as the primary point of contact for customer support, handling issue triage, ownership, escalation, and resolution.
• Troubleshot and resolved application, system, and user access issues via phone, web conferencing, and remote support tools.
• Monitored system operations, executed diagnostic commands, and analyzed logs to identify root causes and verify system performance.
• Documented incidents, transactions, and resolutions in accordance with ITSM, SOPs, and compliance requirements.
• Provided operational support to ensure platform stability and uninterrupted service delivery.
• Leveraged strong product knowledge to guide users on best practices and system functionality.
• Collaborated with Product and Engineering teams to report defects, track issues, and advocate for customer feedback.

• Handles software issues specifically related to Client-specific usage.
• Manage incidents and service requests reported by the users until closure.
• Document all details relevant to the incident or request in the ITSM ticketing tool.
• Providing quick solutions to issues for one or more of the user's IT service - (Incident Management)
• Fulfilling requests for additional IT services, including changes, movements, removal, etc (Request Management)
• Handles troubleshooting for network-related issues
• Company Overview: BPO/IT Services

• Handles software issues specifically related to Client-specific usage
• Manage incidents and service requests reported by the users until closure
• Document all details relevant to the incident or request in the ITSM ticketing tool
• Providing quick solutions to issues for one or more of the user's IT Service - (Incident Management)
• Fulfilling requests for additional IT services, including changes, movements, removal etc. (Request Management)
• Company Overview: BPO/IT Services

• Handled customers' inquiries through phone in relation to their hotel & car rental bookings.
• Provides basic details about website-related inquiries and procedures.
• Resolve and discuss customer billing issues.
• Handled escalation/supervisor calls (3-4 months)
• Handled hotel billing calls
• Company Overview: BPO

• Troubleshoot mobile settings and applications.
• Cross-trained for processing payments and answering general billing concerns.
• Provide and update the subscription plan for the account usage.
• Process handset repairs or exchanges according to the manufacturer's guidelines.
• Resolve and discuss customer billing issues.
• Cancel subscription as per customer request.
• Achieving work excellence through surveys, quality monitoring, and work statistics.
• Company Overview: BPO

• Handled customers' inquiries through email & phone in relation to their buy & sell transaction
• Provides basic details about website related inquiries and procedures.
• Resolve and discuss customer billing issues
• Company Overview: BPO

• Deliver service and support to end-users using and operating an automated call distribution phone software, via remote connection or over the Internet.
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Gather the customer's information and determine the issue by evaluating and analyzing the symptoms
• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, and basic PC operation issues.
• Accurately process and record call transactions using a computer and designated tracking software
• Offer alternative solutions where appropriate with the objective of retaining customers and clients. business.
• Company Overview: BPO