Manager Customer Service
Resume:
Jardines de Toa Alta ** Calle *
Toa Alta, PR, ***53
( ***********@*****.***
BACKGROUND
Professional with vast experience in the management and use of Information
Technology systems. Experienced in Microsoft System Center Configuration
Manager R3 (Deployment, Task Sequence, Asset Intelligence, Reports,
Software Updates, WSUS) and Remote Desktop as remote assistance methods,
Symantec Endpoint Encryption, McAfee, Active Directory user management,
VoIP and network technologies, Servers, Microsoft Office System and Windows
7, Lean itCS (ITIL), R-Studio, VMware workstation, Thinapp and View
Manager. Well developed organization skills and able to work under
pressure, delivering professional and efficient results. Ability to execute
simultaneous tasks. Excellent verbal and written skills in Spanish and
English and excellent interpersonal skills. Discrete in confidential
business information and courteous to customers and colleagues.
EDUCATION
Interamerican University 2002-2006
Bayam n, PR
Bachelors Degree in Business Administration with a major in Information
Systems
WORK EXPERIENCE
Computer Paradise (2012- Present)
System Administrator
Outsourcing
Telef nica Empresas 1502
. Provide 24/7 support servers infrastructure
. Provide application support and troubleshooting with the engineering
department
. Develop weekly reports
. Maintain validation state for server infrastructure (physical and
virtual). Implementation of change requests
. Administer Domain Active Directory infrastructure (User account
security and group policies)
. Administer virtual infrastructure (VMware vSphere 3.5 and 4.0)
. Excellent Windows 98/2000/NT/XP/VISTA/WIN7/WIN2003/WIN2008 environment
maintenance, troubleshoot and end users support
. Application development integration with technology such as MS Windows
2000/2003 Server, Active Directory Windows Server 2008, IBM DB2,
Virtual Box/VMware, IBM On Demand and Terminal Server
. APP- Terminal Financiero,( IPstore replications)
. Monitoring and controlling the different phases of software and
hardware development in OPmanager and Solarwind
. Integration of Virtual Machine backups into existing physical server
backup procedures
. Symantec Endpoint Antivirus Administrator and Brightmail
. Veritas Backup Disaster Recovery Administrator
. Microsoft System Center Configuration Manager R3 (Deployment, Task
Sequence, Asset Intelligence, Reports, Query, Software Updates and
WSUS
Cooperativa de Seguros de Vida (COSVI) (2005-2012)
San Juan, PR
Service Desk Technical Support
. Provide Technical Support and training to business users and customers
in the correct use of Information Technology systems
. Participate in Personal Computer lifecycle management such as
deployment, patch management, troubleshooting, remediation and end of
life
. Manage Service Desk incidents using a trouble ticket management system
. IT incident problem solving management and analysis
. Provide basic management and deployment of VoIP telephony
infrastructure such as cabling and IP, digital and analog phone
configuration
. Manage user account information using Active Directory, such as
password resets, group policy object and user information updates
. Periodically prepare performance reports related to Service Desk tasks
. Provide Support to other business units such as departmental
relocations and inventory management
. Provide recommendations on how to improve the IT Service Desk problem
solving processes
. Ensure that the tasks assigned always follow the business policy,
culture, mission and vision
Ballester Hermanos
(2003-2005)
Cata o, PR
Customer Service Representative
. Responsible for receiving Customer orders
. Provide orientation to customers regarding merchandise availability,
pricing, required documentation and special puchase offers
. Dispatch orders and prepare invoices
. Prepare periodic Customer sales reports
. Maintain Customer purchase order files updated
Empresas Lausell (1998-2003)
Cata o, PR
Data Entry Clerk
. Responsible for entering Customer purchase orders in the purchasing
system
. Prepare Customer invoices
. Continuous auditing of merchandise dispatch in accordance with
purchase orders
. Provide orientation regarding available products and available
quantities
TRAINING AND SEMINARS
CITPR
Computer and Technology College of Puerto Rico
2011
Master in Networking
ExecuTrain
San Juan, Puerto Rico
(MOC 6451)- Planning, Deploying & Managing Microsoft System Center &
Configuration Manager 2007 R3.
2011
ExecuTrain
San Juan, Puerto Rico
(MOC 6421 & 6425) Configuring & Troubleshooting Windows Server Active
Directory Domain Service and Network Infrastructure + Certification
2011
Educational Computer Center
Carolina, PR
Training to achieve CompTIA Network+ Certification
2009
Lean IT
San Juan, PR
Introductory Course to ITIL v3 Foundations Certification
2009
REFERENCE AND ADDITIONAL INFORMATION
Available upon request
Edgardo Fern ndez Varela
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