Rafael Molina

Past

• Technical Support at Tecan
• Technical Support Analyst at SmartOnline
• AS/400 Computer Operator at IBM Global Services

• AS/400 Lead Operator at Friedmans Jewelers
• Technical Filed Service Tech at MacGeeks
• Technology Purchasing at ChartOne
• Technical Support II at Allstate Insurance
• Technical Support II at First Trust Inc
• Microsystems Senior Tech at Multifoods
• Senior Lead AS/400 Operator at Chorus Line, Inc.

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Recommended

8 people have recommended Rafael

Connections

79 connections

Industry

Biotechnology

Rafael Molina’s Summary

Experienced professional seeking a challenging position as a Technical Support Lead, providing support on a variety of different system platforms, including both hardware and software. Working in a fast paced environment. Proven excellent customer service and conflict resolution skills. Always maintain a high level of customer satisfaction, and fast reliable service to both internal and external clients. I am able to travel on short notice. Proven track record to multitask, problem solve, and meet all department goals. I have excellent writing and verbal skills in multiple languages.

Rafael Molina’s Experience

• Technical Support

  Tecan

  (Public Company; TECN; Biotechnology industry)

  September 2008 — September 2009 (1 year 1 month)

  Provide hardware and software support to Latin America Tecan authorized distributors
  Assist customers with the use of Tecan specific software applications
  Log all incoming support calls from both customers and engineers using SAP
  Extensive use of SAP
  Support of Tecan liquid handling automation devices
  Support of Tecan detection devices
  On-call 24-hour support weekly rotation
  Dispatch service calls to the appropriate field service engineer
  Troubleshoot scripts using EVOware, Magellan, iControl, or Gemini software
  Provide support with REMP devices
  Adhere to both Tecan and FDA regulations for all clinical site customers

• Technical Support Analyst

  SmartOnline

  (Computer Software industry)

  March 2008 — September 2008 (7 months)

  Provide customers with technical support with Smart Online retail software
  Phone support for OneDomain accounts
  End-user support on window applications and Internet applications
  Train customers with use of Smart Online Internet applications
  Troubleshoot hardware and software issues over the phone with customers

• AS/400 Computer Operator

  IBM Global Services

  (Public Company; 10,001 or more employees; IBM; Information Technology and Services industry)

  October 2007 — February 2008 (5 months)

  Monitor nightly batch jobs on multiple AS/400 global accounts
  Run Month-end procedures and create turnover reports
  Escalate and log all systems errors to appropriate contacts
  Provide 24-hour technical phone support to all global accounts

• AS/400 Lead Operator

  Friedmans Jewelers

  (Public Company; Retail industry)

  September 2006 — October 2007 (1 year 2 months)

  Provide phone support for 150 retail stores
  Create and update training documents
  Update nightly job procedures
  Run nightly batch jobs, monitor nightly back-ups
  Run weekly full system save and perform weekly IPL system
  Install IBM AS/400 software updates
  Create weekly status reports

• Technical Filed Service Tech

  MacGeeks

  (Information Technology and Services industry)

  March 2005 — September 2006 (1 year 7 months)

  Providing consumers and small business with Apple Hardware technical support
  Troubleshoot both hardware and software issues
  Provide hardware and software training

• Technology Purchasing

  ChartOne

  (Privately Held; 1001-5000 employees; Hospital & Health Care industry)

  November 2004 — March 2005 (5 months)

  Negotiate better pricing with all company approved software and hardware vendors
  Purchase IT equipment for all internal and external new hires
  Manage cell phone accounts for internal and external employees

• Technical Support II

  Allstate Insurance

  (Public Company; 10,001 or more employees; ALL; Insurance industry)

  January 2003 — October 2004 (1 year 10 months)

  Provide excellent and precise phone support to Allstate insurance agents
  Provide software and hardware support with various versions of Windows Operating System
  Assist over the phone with the installation of software and resolve Internet connection issues
  Train agents on the use of in-house Internet based quoting applications
  Update technical FAQ's on internal company website

• Technical Support II

  First Trust Inc

  (Financial Services industry)

  October 1999 — October 2002 (3 years 1 month)

  Resolve hardware and software problems for over 600 internal company clients
  Train employees with use of in-house database programs
  Provide end-user support with Internet applications
  Installation of computer hardware and networking devices
  Troubleshoot and repair both Mac and Windows computers
  Create training documents for new company employees

• Microsystems Senior Tech

  Multifoods

  (Public Company; Food Production industry)

  November 1995 — September 1999 (3 years 11 months)

  Provide phone support for over 400 internal and external clients
  Train end-users on Internet applications
  Repair and upgrade desktop and laptop computers
  Provide both hardware and software support on multiple system platforms

• Senior Lead AS/400 Operator

  Chorus Line, Inc.

  (Apparel & Fashion industry)

  June 1990 — October 1995 (5 years 5 months)

  Monitor 750+ users on the business system
  Controlling batch jobs, system activity, and nightly backups
  Setting up user profiles and security levels on AS/400
  Create job procedure documentation and scheduling
  Monitor nightly batch jobs on multiple AS/400 accounts

Additional Information

Rafael Molina’s Groups:

CSM

Rafael Molina’s Contact Settings

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