Dario Masso

P.O.Box ****, Brandon, Florida *****

813-***-****

acrtys@r.postjobfree.com

Skills

Adobe

Dreamweaver

Adobe Photoshop

Adobe Flash

MS Office Suite

FTP

AIX/Linux/UNIX

Windows Vista/XP

Soft Perfect Network Protocol Analyzer

CuteFTP

Objective

To grow as an expert in the field while employing my current skills, experience, and passion in order to enhance the company as a whole.

Education, Honors, and Certifications:

2010-2012 Strayer University

Bachelor of Science Degree in Information Systems –Computer Programming.

Graduated September 2012, with honors. PA. 3.77

Honors and Awards: Dean’s List (All 6 semesters).

2001-2006 Hillsborough Community College Tampa, FL

Obtained A.S. degree in Cisco Networking & Telecommunications.

Certifications:

A+ Certification

Network + Certification

Obtained certificate in Computer Information Systems Technology.

Obtained certificate in Computer Information Systems Specialist.

Completed Course: Certified in Information Systems Security Professional (CISSP) TeckSkills: Tampa Fl.

Pursuing CCNA (Cisco Certified Network Associate) certification.

IT Skills:

Known Programming Languages:

Java

C

C++

Visual Basic

Oracle SQL Server/Database

ASP.NET

Published game in SWF (Shockwave Flash) called: RedEye Slingshot in 2012.

Coding used for game development: Objective-C, Actionscript3, and Flash.

Link for published game:

http://www.stencyl.com/game/play/14506

Background with networking.

Employment

2007-Present VERIZON WIRELESS TAMPA, FL

Bilingual Customer Pro

Customer Interactions

Build rapport with customers to provide high quality service.

Utilize problem solving strategies to minimize further complaints to improve the overall satisfaction of the customer.

Troubleshoot for customers during technical crisis.

Accomplishments:

Completed Customer Pro Development Program.

Maintained a 100% De-escalation rate for two consecutive years.

Nominated Top 100 Employee Recognition on October 11,2012

Nominated Top 100 Employee Recognition on February 21, 2013

2007-2013 VERIZON WIRELESS Tampa, FL

Bilingual Technical Support Coordinator

Provided services to assist customers with technical difficulties (up to Tier 3).

Analyzed customers’ problems to determine appropriate cause of action.

Worked with colleagues to identify problem areas and helped with formulating

2006-2007 Mentor 4 (VERIZON) Tampa, FL

Consumer Solution Center Representative & Floor Support Assistant

Provided First level tech -support, provisioning for the service, and of billing issues.

Conducted standards such as customer satisfaction, established productivity, call handling time, call work time, order quality, billing accuracy and maintaining attendance objectives.

Ensured orders and adjustments are accurate and complete and follow-up promptly on any commitments made during the contact.

Handled overrides, assisted fellow co-workers, and managed problematic accounts.

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