Edgar Torres

**** ****** **

Houston, TX *****

713-***-****

acgqe3@r.postjobfree.com

Objective: Help Desk Support

Skills

. Bilingual (English & Spanish)

. Over 13 years in the customer service field.

. Over ten years experience on the IT field in reference to

application and networking support.

. Operation systems Windows XP, Vista and Windows 7

. MS Office 2003, 2007 /MS Share point/ MS Active Directory

. E-mail platforms Exchange Server 2003, Outlook client 2003-2007

. VPN Remote Access (Nortel & Cisco), dial- up networking

. WAN/LAN Connections

. Norton, McAfee, and Symantec anti-virus

. Remedy, Heat and Peregrine Service Center trouble ticket

processing

. Citrix Metaframe environment

. Internet Explorer 6.0, 7.0, 8.0

. Typing (60 wpm)

. 10- Key by touch (200 key strokes/ minute)

Work Experience

July 2014 - Present

Neurodevelopmental Therapy Services

Houston, TX

Physical Therapy Rehab Technician

. Assist with PT, OT, and ST therapy treatments to children with

disabilities

. Assists with holding, lifting and positioning patients and

equipment

. Follow Standard Precautions using personal protective equipment as

required

. Assist with PT, OT and ST aquatic therapy in an inground swimming

pool

. Keep clinic neat and clean

. Ordering supplies, cleaning equipment and assist with clinic

supplies

. Offer relief and occasional phone and filing work

April 2013 - July 2014

Physical Therapy Assistant Courses

PIMA Medical Institute

Houston, TX

. Vital signs, handwashing, universal precautions

. Positioning and draping

. Application of superficial head and cold therapies

. Soft tissue mobilization

. Upper extremity/Lower extremity manual muscle testing and LE

strengthening

. Posture analysis and body mechanics training

. Basics of gait analysis and gait training with assistive devices

. Transfer training; wheelchair management and mobility

. Basic wound measurement, sterile technique, and dressing

April 2012 - April 2013

IDEA Integration Inc.

Houston, TX

Help Desk Support Tier I

. Troubleshoot/diagnose complex hardware, software, and LAN/WAN

problems. Create problem tickets in problem tracking software for

all calls including issues that must be referred to other support

groups.

. Maintain technical expertise on hardware, software, network

configurations, or peripherals using various methods.

. Monitor daily network activities to identify and resolve

continuing problems or unusual situations.

. Provide support for other areas as required during staff meetings

or periods of heavy workload.

Sept 2009 - July 2012

State of Texas

Health and Human Services Commission

Austin, TX

Network Troubleshooting Specialist I

. Troubleshoot/diagnose complex hardware, software, and LAN/WAN

problems.

. Create problem tickets in problem tracking software for all calls

including issues that must be referred to other support groups.

. Maintain technical expertise on hardware, software, network

configurations, or peripherals using various methods.

. Monitor daily network activities to identify and resolve

continuing problems or unusual situations.

. Provide support for other areas as required during staff meetings

or periods of heavy workload.

. Communicate on a complex level with others (internally or

externally) to provide, exchange, or verify information, answer

inquiries, address issues, or resolve problems or complaints.

. Train automation support staff on supported systems to enhance

their troubleshooting skills.

March 2008 - July 2009

RSA/KBR- Call Center

Houston, TX

Help Desk Support Level I

. First Call Resolution

. Peregrine- Service Center

. Active Directory, mostly password resets, assist in termination of

user accounts

. ACD daily average calls at 100

. Assisting over 1,000 end users monthly

. Virtual Private Network (VPN)

. MS Windows 2000, XP, Vista including MS Outlook, Excel, Word 2003 &

2007

. Receive telephone calls and e-mails from users regarding I.T.

issues.

. Ascertain from user the nature of problem, determine the cause of

problem, and assist through problem solving steps.

. Talk with co-workers to research problem and find solution.

Oct. 2006 - Feb. 2008

Express Jet Airlines

Houston, TX

Flight Attendant

. Work independently without constant observation; yet work well with

others as a team.

. Work in accordance with established procedures and performance

standards.

. Prepare and serve multiple meals, beverages and sell onboard

liquor.

. Assist customers with carry-on items.

. Ensure safety and comfort of our passengers.

. Maintain order and handle unruly or irate customers.

June 2004 - Oct. 2006

Harris County- Call Center

Houston, TX

Help Desk Support Level I

. First Call Resolution

. MS Windows, XP including MS Outlook, Excel, Word 2003

. Virtual Private Network (VPN)

. Active Directory

. Peregrine- Service Center

. Identify, research and resolve technical problems.

. Respond to telephone calls, email and personnel request for

technical support.

. Document, track and monitor the problem to ensure a timely

solution.

EDUCATION

1996, University of Texas Pan American

Edinburg, TX, Basic Requirements, Non Degree Plan

1993, Weslaco High School

Weslaco, TX, High School Diploma

-References Available on Request-

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