Jesus J. Maldonado

**** ********** **** **. *** Email: acejke@r.postjobfree.com

Brandon, FL 33511 Phone: 813-***-****

Highlights of Qualifications

•10 years of experience in customer service.

•9 years of experience in Technical Support.

•Proficient in all versions of Microsoft Office and Windows Operating Systems, Linux Operating Systems and other client software.

•Completed A+ and N+ classes.

•Detail Documentation and Client Relationship Management

•Proven leadership skills in many different situations.

•Excellent troubleshooting and logical problem solving skills.

•Full Bilingual: Spanish/English

Employment History

Fresenius Meidcal Care, Tampa, Fl, (January 13, 2014 – Present)

IT Support Specialist

•Assist Lead IT Support Specialist and VP IT in developing long-term strategies and capacity planning for meeting future desktop, hardware, and software needs

•Receives and responds to incoming calls, and emails regarding desktop or other systems problems

•Ensure physical desktop connections are in proper working order at all times

•Develops and maintain an inventory of all monitors, keyboards, hard drives, and other components and equipment

•Perform on-site and remote analysis, diagnosis, and resolution of desktop problems

•Conduct research on desktop products in support PC procurement and development efforts

•Evaluate and provide input and assist in evaluating purchase options

•Write technical specification for supporting PCs, Desktop hardware, and related products

•Install, configure, test, monitors and troubleshoot end users workstations and related hardware and software in order to deliver required desktop service levels

•Configure new hardware, software, and peripherals to work efficiently

•Support over 1,000 users

Ideal Image, Tampa, Fl, (June 3, 2013 – November 19, 2013)

System Support Specialist

•Support and assist both local operations as well as remote user community in increasing self-sufficiency whether software or hardware issues.

•Ensure the integrity of company's network, both internal and external, by utilizing properly updated virus detection software.

•Performs maintenance and up-grades of company owned computers and devices.

•Ensures that system backup procedures are successfully performed regularly according to a predetermined schedule

•Report and recognize the misuse of company hardware and software

•Maintains the inventory of computer supplies and informs the IT Manager when reorders are necessary

•Provided remote support to 120 locations in the country.

Chase Paymentech, Tampa, Fl, (February 2, 2012 – May 29, 2013)

PC Support Technician (Advanced Product Support Department)

•Provide support for PC-Based POS merchants, Orbital Gateway merchants and Resource Online users

•Troubleshoot, test and tele-train merchants via phone or email

•Assisted in writing training material and train other technicians in how to use newly released products

•Assisted merchants with login and communications issues, transactions verifications and escalate issues that require more research from the Operation Department

Stream Global Services (DELL Contract), Tampa, Fl, (November, 2010 - January, 2012)

Supervisor

•Handle escalations from difficult customers, providing a resolution for each situation

•Coached lowest performing agents, raising their metrics to meet and exceed goals

•Oversee parts/service dispatches, checking for appropriate troubleshooting and part selection

•Managed a group of 15 to 22 people

•Created new documentation about new issues

•Updated agents and provide training about new policies, procedures and new systems

•Achieve and maintain to performance standards including, but not limited to, average handle time, call quality, and customer satisfaction

Stream Global Services (DELL Contract), Tampa, Fl (April, 2007 - November, 2010)

Support Professional (Dell Technical Support)

•Provided hardware and software support to Dell customers via phone and email

•Documented each customer interaction accurately and efficiently

•Selected for the Power Edge Server Queue after only 10 months due to high performance

•Promoted to Resolution Specialist as a result of technical and leadership skills

•Employ a high level of interpersonal and communication skills to defuse customer frustration and move toward a solution

•Supported Windows 98 through Windows 7, as well as non-Dell issues including: Printers and other peripherals, phones/PDA's, Client software (MS Office/Outlook, Adobe, etc.) and more

McDonalds Casper Comp., Brando, Fl, (June, 2005 - April, 2007)

Area Manager

•Worked on a fast pace and organized

•Trained new employees

•Checked the quality of the food in the morning and in the afternoon

•Supervised up to 12 people

•Kept the area clean and made sure that everyone follows the correct procedures

Santander Bank, Hato Rey, Puerto Rico, (August, 2004 - March, 2005)

Customer Service

•Achieved highest sales and performance on regular basis

•Motivated staff to raise sales numbers and store performance

•Helped customers with their accounts

•Gave customers information and orientation about the bank

•Opened new accounts to new customers

•Helped customers to access their accounts through the internet

•Managed payments for credit cards and loans

Education

11/2013-06/2015 Rasmussen Colleges

Bachelor in Information Security

3/2012-9/2013 ITT Tech Institute

Associate in Network System Administrator

Graduated with High Honors on October, 2013 GPA 3.83

2/2008-3/2009 America International University Online

AA-Business Administration

Graduated with High Honors on March, 2009 GPA 3.71

5/2006-9/2006 Fast Train

A+ and N+ classes

8/1996-5/2001 Colegio Santa Cruz

High School Diploma

Graduated with Honors on May, 2001 GPA 3.53

Technical Skills Operating Systems:

MS Windows: 95-Windows 7, Server 2003/ 2008, Mac OS and Linux: Ubuntu, Fedora, Mint, Backtrack, Kali and RedHat.

Network Administration:

Windows Server 2003 - 2008, MS Exchange Server, Active Directory, Group Policy.

Networking:

Shoretel, Dell Powerconnect switch, Juniper, Cisco, LAN/WAN, TCP/IP, VPN, VLANs, Cabling,

Hardware:

Dell/HP/Gateway/Toshiba/Sony desktops and notebooks, printers, scanners, digital cameras, digital projectors.

Applications/Tools:

MS Office Suite, Symantec, VMware, VirtaulBox, Shoretel Communicator, Symantec Ghost, Clonezilla.

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