Customer Service Manager

ANIBAL PINHO

**** ** **** *******, ********* Beach, FL 33442

Cell 754-***-**** . ***********@*******.***

INFORMATION SYSTEMS NETWORK TECHNICIAN

Solutions-oriented, technically sophisticated IT Support Specialist with

related education, training and experience in supporting complex IP

enterprise LAN / WAN networks

QUALIFICATIONS PROFILE

Network Engineering / Support: Trained in installing, configuring and

maintaining Windows-based networks utilizing Cisco Network technologies

and security protocols. Trained in providing technical network support,

monitoring, configuring, and installing equipment.

Hardware / Software Support: Proven capacity to diagnose and resolve

hardware / software issues. Solid training in techniques and standards for

maintaining Cisco IOS and support applications. Keen understanding of

routers, switches, and hub operations.

Customer Service Support: Possess strong communication skills, able to

interact effectively with diverse individuals and groups and ensure

technical information is related appropriately. Skilled in analyzing and

interpreting customer needs and proposing solutions to achieve objectives

Key Strengths: Excel at interfacing with customers, engineers, and

management. Adept at problem-solving and troubleshooting issues, evaluating

technical alternatives, and recommending solutions to support robust IT

architectures. Talent for quickly learning new information, procedures and

technologies. Exceptionally organized and able to multitask.

TECHNICAL PROFICIENCIES

Certifications: CompTIA A+ Certified; Cisco

Certified Entry Networking

Technician (CCENT) #CSCO12100108

(2012); Pursuing Cisco Certified

Network Associate (CCNA)

Platforms: Windows OS

Tools: Microsoft Office, Cisco IOS

Hardware: Dell / HP / IBM PC servers /

workstations / printers, Cisco

Routers / Switches, WAN / LAN

Networking Cards

EDUCATIONAL BACKGROUND

Bachelor of Science in Social Sciences - 2001

UNIVERSIDADE DE FORTALEZA-UNIFOR, Fortaleza, CE Brazil

Network Support Services Certification of Completion - 2011

ATLANTIC TECHNICAL CENTER, Broward County, Florida

ESOL Certified ? Certified Telemarketing Operator ? Florida Ready to Work

Certified

PROFESSIONAL EXPERIENCE

IN2COMPUTERS, Pompano Beach, Florida

COMPUTER SERVICE TECHNICIAN (5/2013 - PRESENT)

INSTALLED, REPAIRED, MAINTAINED, AND UPGRADED DESKTOP AND NOTEBOOK

COMPUTERS; PERFORMED MAINTENANCE ON PRINTERS.

MACAMBIRA SERVICES, INC., Deerfield Beach, Florida

General Manager (10/2005 - Present)

Utilized proven entrepreneurial spirit, leadership and management expertise

in building a thriving Pool Services business from the ground up. Directed

all startup activities and managed day-to-day business operations,

interfacing with customers to establish and maintain outstanding customer

relationships. Held responsibility for managing all financial data,

tracking AR / AP, filed all tax documents on time.

Key Achievements:

Developed strong business relationships that helped retain and expand

business opportunities.

Built thriving business from the ground up, servicing a loyal client base

of over 70 customers, providing highest level of satisfaction, while

recording over $80k in annual sales.

Demonstrated skill using QuickBooks to properly track customer database

and manage all financial data, including billing, invoices, and project

estimates.

BOCA MARATHON GAS STATION, Boca Raton, Florida

Shift Manager / Cashier (1/2005 - 9/2005)

Provided leadership and direction to new cashiers regarding all shift

duties, including stocking shelves and managing daily inventory counts.

Tracked and maintained daily financial records and transactions. Managed

all cash and credit receipts, balanced cash drawers against daily

transaction reports.

Key Achievements:

Maintained relationships with all vendors, ordering merchandise and

products, and tracking inventory to ensure each ship was accurate and

billed properly.

Provided detailed documentation regarding daily shift transactions and

problem report tracking.

CONTAX, Fortaleza, CE. Brazil

Telemarketing Operator (9/2003 - 9/2004)

Hired to provide high-end telephone support for $2.6B telemarketing

services firm. Proficiently handled customer complaints, settling disputes,

and resolving grievances. Worked directly with clients to negotiate dynamic

solutions that resolved issues and created a loyal customer. Personally

handled 60 to 80 incoming calls daily.

Key Achievements:

Chosen by supervisor to help educate and train co-workers on proper

procedures for resolving issues and working with customers in positive

manner.

Built a reputation among peers and management for successfully handling and

retaining the most difficult customer callers who were unhappy and ready to

cancel services.

ASSEMBLEIA LEGISLATIVA DO CEARA, Fortaleza, CE. Brazil

Deputy Assessor (1/1999 - 12/2004)

Provided high-level administrative support to department managers, worked

directly with public to address and resolve specific requests. Developed

internal correspondence that facilitated effective communication and

transfer of information between various offices and departments. Maintained

day-to-day information filings and supported all director-level projects

and information-management processes.

** Additional experience gained serving as a Financial & Analyst/Assessor

for Tribunal de Contas dos Municipios in Fortaleza, CE. Brazil ('93-'98) **

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