ARNALDO J. VALDERRAMA

US Citizen

***** ***** **** **. ***. 421

Home: 214-***-****

Houston, Texas 77082

Mobile: 214-***-****

E-Mail: acf98h@r.postjobfree.com

SUMMARY

Experienced multilingual English/Spanish/Portuguese professional with

proven track record of successfully providing PC, applications, networking,

and phone systems technical support. Primary focus has been in the

information technology and telecommunications industries in the US

domestic, as well as in Latin America and Caribbean markets. Posses

demonstrated superior technical, communication, and management skills and

abilities applied to delivering technical support, installation, upgrades,

configuration, and troubleshooting of advanced OS, PC/Server based

applications issues under MS Windows Server 2003/2008, XP, and Win7,

IIS6/7, SMTP, and general hardware and software faults, product and

technology training. Strong working knowledge of Microsoft Office suite,

Outlook, and Anti-virus and Malware infections remediation. Familiar with

Remote control/access tools, and use and configuration of virtual

environments such as VMWare. Experience with relational databases - MsSQL

2005/2008 and Oracle, and SAP R3 MM ERP System/ABAPs. Recognize the impact

and sensitivity that time and problem ownership are of the essence when

responding to customer problems, Severity 1 issues and down systems.

Extensive hands-on experience on TCP/IP Networking, DNS, HTTP/HTTPS, LDAP,

SMTP, hardware, protocols, LAN configuration, security architectures and

LAN/WAN, VoIP and data communication/voice technologies (IP/TDM). Posses

and applies good time management skills to multi task and prioritize

multiple projects, and meet multiple timelines. Posses a diverse and in-

depth technical knowledge and skills in PC problem solving, networking

connectivity errors, and hardware issues that allows for more confident and

authoritatively support role, and above all, achieving customer

satisfaction. Microsoft Certified Systems Engineer (MCSE). CompTIA A+, and

SCP Certified Support Professional.

BUSINESS EXPERIENCE

Meridium, Inc, Houston, Texas

Aug. 2011 to Aug. 2014

Customer Support Engineer - Latin America & World Wide

As a member of the Global Support Services organization, I provided superb,

customer friendly second tier technical support to resolve issues for the

full range of Meridium's Asset Performance Management products involving

installation, setup, configuration, product functionality, usage,

troubleshooting, testing, and product documentation.

. Started and headed the technical support efforts in Spanish and

Portuguese languages for customer in Latin America

. Listened and gathered customer information details about the type,

nature, complexity, and priority/criticality of their cases

. Setup lab environment to replicate, troubleshoot, and test complex

customer reported problems.

. Documented and communicated to customers detailed technical step-by-step

actions taken to resolve submitted issues

Argo International Corporation, Houston, Texas

Mar. 2009 to Sept. 2009

Mexico and Latin America Inside Sales Representative (Bilingual)

(layoff)

Argo International is an stocking distributor of industrial electrical

units and parts to the industrial marketplace on a worldwide scale.

Working within the Latin America sales team and with internal operations

team, my main responsibility was to support and resolve all customer

requirements and inquires, before and after the sale

PDVSA Services, Inc., Houston, Texas

May 2007 to June 2008

International Buyer and Expeditor

(Contract)

PDVSA Services is a US based company acting as the international

procurement subsidiary of PDVSA (Petroleos De Venezuela S.A.). We buy all

type of materials, equipment, and services for the entire Venezuelan oil

and gas industry. I've have had different responsibilities during my

tenure at PSI. I reviewed purchase requisitions, generate RFPs (Requests

for Proposals), prepared technical and financial analysis of received

offers, and generate PO (Purchase Order). Poses knowledge and experience

using SAP R3 MM ERP System.

Arnaldo J. Valderrama (cont.)

Page 2

VoxTechnologies, Inc., Dallas, Texas

Mar. 2006 to Feb. 2007

Sales Engineering Solutions and Sales Latin America

VoxTechnologies is a premier distributor of new and re-use leading edge

telecommunications, networking, and Industrial PC equipment to help manage

and expand network infrastructures. Among my main responsibilities, I can

cite the followings:

Sell and support products supporting technologies such as FTTx, IP/MPLS,

network access, 802.16 wireless, wireless backhaul, Ethernet over copper

and fiber, Ethernet switching, digital cross connect, VoIP, xDSL, Optical

Networking Technologies like WDM, CWDM, optical transport, metro Ethernet,

wavelength cross connect and more.

Telvista, Dallas, Texas

Nov. 2002 to Jul. 2003

Technical Support Representative

Worked under contract for Dell Inc. Responsible for technical support of

software, hardware, and peripheral issues for buyers of brand new Dell

computers, including:

Troubleshooting of advanced OS issues under MS Windows 9x/ME, 2000, and XP.

Configuration and troubleshooting for the Microsoft Office suite, and many

third party software applications.

MICROSOFT CORPORATION, Irving, Texas

Jul. 1994 - Jun. 1996

Technical Account Manager

Managed the delivery of mission-critical technical support of all Microsoft

products, including the Microsoft BackOffice suite, to prestigious Latin

America corporate customers by acting as their primary contact into the

Microsoft Premier Support program. The following are services I

coordinated:

EXXON CHEMICAL COMPANY, Baytown, Texas Jun.

1990 - Jun. 1994

LAN/Telecommunications Analyst

(layoff)

Responsible for managing projects and day-to-day operations of the site's

Ethernet LAN/WAN infrastructure, networking equipment, and LAN-to-Mainframe

connectivity, serving as the backbone over which highly sophisticated

client/server applications run supporting the advanced research work

carried out by scients at the Baytown Polymers R & D Center.

MARAVEN S.A., Refining Division, Punto Fijo, Falcon State, Venezuela

Jan. 1984 - Jun. 1987

Formerly SHELL Company of Venezuela

Software Engineer

Managed, supported, and maintained computer systems used in real-time

process control optimization applications.

Hardware Engineer

Installed, upgraded, troubleshooted, and maintained minicomputers used in

real-time process control applications.

EDUCATION

B.S., Electrical Engineering, University of Michigan

August 1983

B.S., Computer Engineering, University of Michigan

August 1983

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