Douglas Morales

**** *. ******** **. ************ Pa. 19132

Home: 301-***-**** Cell: 215-***-****

acuuf4@r.postjobfree.com

Summary of Skills

Computers and Electronics –Knowledgeable of RFx, Active Directory, Imagining, and Network Administration. Qualified knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming., Windows 7,8, 10

Customer and Personal Service - Excellent customer service skills including the ability to

assess customer needs accurately, meet qualify standards of services, and evaluate customer

satisfaction. Valid driver’s license.

Complex Problem Solver - Able to identifying complex problems and review related

information to develop and evaluate options and implement solutions.

Active Learner - Able to understanding the implications of new information for both current

and future problem-solving and decision-making.

Specialties: Ability to instruct others, manage people, deals with public well, solves problems,

and organizes and manages projects.

TSR

Hotwire Communications Bala Cynwyd, PA 10/2015 to Present

• Provided customer support to Commercial customers in a Call Center setting. Handled complex issues and escalated concerns if they could not be resolved over the telephone.

• Knowledgeable about common LAN/WAN configuration, delivery of cable modem and Voice Over I/P services on the cable infrastructure, email applications/concepts/configuration/SPAM issues, TCP/IP, VPN and 3rd party devices and their interaction with our service, and network administration.

• Knowledge of PC concepts and a good understanding of PC operating systems, along with extensive PC applications, and general web development knowledge.

Sales Support Analyst

SAP America (YOH) Newtown Square, PA 02/2015 to 10/2015

• Support the RFP Center of Excellence by providing Presales solution experts with first-responder answers to customer requirements in RFx and other sales and customer account deliverables including technical, security, and feature/function requirements in proposals, bid responses, customer follow-up documents for sales, annual security assessments and other non-revenue generating questionnaires and vendor forms.

Review of solicitation requirements and noted sections assigned for 1st pass assistance.

Schedule and attend meetings/conference calls with all necessary Presales resources to address first pass answers to tech/security/functional material, and develop strategies that ensure timely and effective response of assigned deliverables.

Utilize central knowledge library (database) to search, find, insert, and manage first pass security, technical, and feature information for LoB: HCM, SRM, CE&C, and HEC.

Harvest appropriate re-usable content for contribution to Knowledge Library (database). Assisting with input of updated content as delegated by Manager, Team Lead, or system administrator.

Apply best practices and take responsibility for implementing workflow processes to streamline first-pass answers with second reviewer (Presales) approvals and updates.

Follow appropriate template guidelines and directions to help prepare documents compliant with customer requirements or others leading proposal coordination (PreSales and Bid/Proposal teams).

Adhere to administrative intake processes for assignments and tracking of supported deliverables.

Manage timelines and work contributions against strict deadlines and high request volumes.

Sales

Direct TV Montgomeryville, Pa 09/2014 to 01/2015

• Provided customer support to customers in Cosco. Showed customers how they can save money on their cable bill.

Technical Support

Comcast Horsham, PA 03/2011 to 11/2014

• Provided customer support to Commercial customers in a Call Center setting. Handled complex issues and escalated concerns if they could not be resolved over the telephone.

• Knowledgeable about common LAN/WAN configuration, delivery of cable modem and Voice Over I/P services on the cable infrastructure, email applications/concepts/configuration/SPAM issues, TCP/IP, VPN and 3rd party devices and their interaction with our service, and network administration.

• Knowledge of PC concepts and a good understanding of PC operating systems (NT, 98, 95, Linux, MAC OS 9 & 10) along with extensive PC applications, and general web development knowledge.

PersonalCare Assistant

JEVS Philadelphia, PA 01/2009 to 01/2011

Direct Care position responsible for the daily care of one individual with Multiple Sclerosis.

Provided daily care, prepared meals, accompanied client to doctor’s appointments, washed clothes, planned leisure and recreational activities.

Enabled client to become more independent than dependent and restored client's confidence which enabled client to want to go out of the house more frequently.

Production Control Specialist

Pep Boys Philadelphia, PA 12/1998 to 02/2008

Responsible for setup of all daily and nightly processing using OPCA, and correcting any overnight abends that were not addressed during the night shift. Also was in an on-call rotation for overnight abends.

In charge of setup and maintenance of anyone who dials in remotely. Created flow charts and spreadsheets to show how workflow could be improved.

I was also responsible for all transmissions coming in or going out of Pep Boys. I used XCOM to monitor all transmissions coming or going out of Pepboys. I used Netview to monitor all lines coming in or going out of Pepboys. Used Remedy to open, close and resolve all MIS issues (hardware, software, and application), and network administration.

EDUCATION

New Horizons Learning Center Network Aministration /Microsoft Office Products

Temple University Business Administration

West Chester University Business Administration

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