KAREN REYES ROMANO
Virginia Beach
Summary
Results-driven bilingual Technical Analyst II with over 3 years of experience at ADP, specializing in data analysis, technical troubleshooting, and system support. Adept at translating complex technical issues into actionable solutions and collaborating with cross-functional teams to drive project success. Seeking to leverage my technical expertise and client-facing experience to transition into the Next Gen Implementation Specialist II role, where I can contribute to seamless client implementations and business growth.
Overview
7
7
years of professional experience
Work History
Technical Analyst II
ADP
09.2023 - Current
- Managed escalated client issues, providing timely and effective resolutions that minimized disruptions to client operations.
- Acted as the primary point of contact for clients experiencing critical issues, ensuring that their concerns were handled with urgency and professionalism.
- Created detailed technical documentation to support both internal teams and external clients.
- Analyzed client data and system logs to identify root causes of issues, implemented corrective actions, and prevented recurrence.
Technical Support Analyst
ADP
08.2021 - 09.2023
- Applied knowledge of IT best practices to tackle new challenges and make educated decisions.
- Used Workforce Now to prepare reports, correspondences and other required documentation.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Used ticketing systems to manage and process support actions and requests.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
Apple Care Senior Advisor
Kelly Services
01.2019 - 08.2021
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Provided Tier 1 and Tier 2 IT support to non-technical internal users through desk side support services.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Provided on-call support for critical issues related to iOS, iPadOS and macOS.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
AppleCare Advisor
IBEX Global
03.2018 - 12.2018
- Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Provided on-call support for critical issues related to iOS.
Education
Associate of Science - Computer And Information Sciences, Cyber and Information Security Technology
ECPI University
Virginia Beach, VA05.2022
High School Diploma -
Green Run High School
Virginia Beach, VA12.2013
Skills
- Data analysis and reporting
- WFN HR/Payroll systems
- System configurations and integrations
- Troubleshooting and technical support
- Project management methodologies
- Time management and multitasking
- Problem-solving and critical thinking
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Technical Analyst II
ADP
09.2023 - Current
Technical Support Analyst
ADP
08.2021 - 09.2023
Apple Care Senior Advisor
Kelly Services
01.2019 - 08.2021
AppleCare Advisor
IBEX Global
03.2018 - 12.2018
Associate of Science - Computer And Information Sciences, Cyber and Information Security Technology
ECPI University
High School Diploma -
Green Run High School
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