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Alfonso Horner is an experienced Information Technology System Engineer currently employed at Progressive Insurance since November 2017. In this role, Alfonso has developed expertise in incident management, facilitating resolutions, and documenting processes. Previous positions include Service Desk Team Lead, where leadership and training of customer service representatives were key responsibilities, and IT Service Desk, which involved troubleshooting virtual machines and providing hardware support. Alfonso has also worked as a System Engineer at DMA Tech Solutions, focusing on desktop and server support for dental offices, and served as a Computer Repair Lead Technician at The University of Akron, managing repairs and overseeing student employees. Alfonso holds a Bachelor’s Degree in Computer Information Systems Networking and an Associate’s Degree in Computer Information Systems from The University of Akron.