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Customer Service Help Desk

Location:
Denver, CO
Posted:
October 08, 2015

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Resume:

ROBERT S. GURROLA

303-***-****

acr0j1@r.postjobfree.com

PROFESSIONAL EXPERIENCE

Intrado Inc.

Associate Data NOC Technician

*/**** – 8/2015

Responsible for Monitoring and Troubleshooting PSAP 911 alarms, Opened, Closed and Monitor tickets with the LECs, Verified and Ensured the Sites were up and called the LEC for RFO/Resolution. Answered Help Desk calls, Password Resets, Verified Active Directory and Entrust Token Resets, Troubleshot VPN to see if it is related to Active Directory Account Lock/Expired.

Level 3 Communications, Inc.

Operations Technician Associate / TP NOC

9/2013 – 2/2014

Troubleshot DACS equipment, process Real time Fault Manager (RFM), Alarms

Troubleshot PM Cards, Tellabs-5500, and Alcatel 1680

Turned-on Performance Monitors

Ordered replacement Cards, dispatch Field Service Techs, work with LEC’s.

Sprouts Farmers Market

Customer Service

9/2012 – 9/2013

Bagged customer’s groceries and assists them to their cars, if needed.

Retrieved shopping carts from the lot and the surrounding area.

Returned unwanted merchandise to store shelves.

Give customers direction of product location throughout the store.

Assist with stocking shelves, stocking produce and facing when needed.

The Home Depot

Sales Associate Garden Department

4/2012 – 08/2012

Ensured the highest quality customer service; assisted customers with finding

what they needed and answered questions. Assisted all departments when needed.

Assisted with pack down, completed open store procedures, kept areas clean.

Ensured sales were met.

The Sygma Network

AS/400 Lead Computer Operator

6/1992 – 5/2008

Ensured nightly operations, back-ups, and center transmission files received, and updates were completed in a timely manner.

Diagnosed and provided solutions for hardware, software, and network problems/errors to end users which included iSeries AS/400, Sygma products, and Network Services.

Answered, logged, and resolved incoming calls to the help desk.

Provided reports via query and other means as directed or requested for both internal and external customers.

Assisted Sygma distribution centers with hardware and software problems.

Served as liaison for I.T. problem management.

Updated documentation and distributed program changes to centers using Turnover (Change Management Software), Help desk software – Remedy.

Applied PTF’s and scheduled maintenance service with IBM for Sygma Central Office and Sygma distribution centers with IBM.

Special Skills

AS/400, Query Building, Spool Flex.

Help Desk Software (Remedy), Turnover (Change Management Software), MS Word. Active Directory, Entrust Token, Safeword Token.



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