Customer Service Project Manager

Location:

Hialeah, FL

Posted:

September 05, 2013

Contact this candidate

Resume:

Joel A Cuesto

**** ********** ** – Hollywood, FL 33023

954-***-**** ***********@*******.***

Summary of Qualifications:

Seasoned IT and LAN Support Supervisor with extensive hands-on technical experience, including project

management, troubleshooting, installing, updating, IT Security, 24-hours disaster-recovery, and budgeting.

Experience on Implementation and maintenance system for stockrooms, Setting and control of production software.

Extended Experience on Installation and maintenance of software and hardware. Good relationship with Coworkers and

end clients. Network implementation and maintenance, bilingual Spanish and English, payroll system support, BICOM

PBX system and IP Telephony Installation and support. Watch guard Firewall system installation and maintenance.

Professional Experience:

Injex21 & Riverhead-Homes December 2012 – July 2013

IT Administrator Fort Lauderdale, FL

Provide leadership, vision, and management to the IT department

Work with the Judges, Clerks Office, and staff to assess and respond to IT needs

Hold departmental meetings to review strategic goals and initiatives, promote team building

and work to provide growth paths for staff

Assist in recruiting, hiring, and providing appropriate training for support staff

Serve on planning and policy-making committees.

Oversee the development, design, and implementation of new applications and changes to

existing computer systems and software packages.

Responsible for the ordering, acquisition, inventorying, and disposition of hardware and

software

Creating, update and close remedy tickets

customer service support and troubleshooting

Systems Operations and Maintenance maintain the integrity and continual operation of the IT network

including the wireless networks

Manage Call Center for Technical Support 44 cubicles

Maintain security and privacy of the information systems, communication lines, and

equipment.

Develop, review, and certify all back-up and disaster recovery procedures and plans

E-Commerce Technology (Volusion) Developed e-commerce product allowing website to accept

online payments and establish credit connection to our bank, led successful server-side gateway

integrations with large banks.

Zero Shell Net Services Router/Bridge Linux firewall distribution with web interface and aimed at

providing the network services a LAN requires.

Explain functionality of hardware to guide the technician through the repair of such equipment and working

thru customer for installation of software.

Carol Morgan School March 2009- October 2012

PowerSchool Administrator & IT Administrator Santo Domingo, Dominican Republic

Assists the organization in getting maximum value from PowerSchool software and information

Organizes and coordinates all School Setup

Sets up security access, system setting Power Teacher setting, parent access

Builds and manage a variety of report that increase value of SIS

Mines database for information that can inform site practice and management

Ensures accuracy of data and troubleshoots problems with the database including data validation errors

Oversees and assist PowerSchool managers with user names & passwords

Training and staff support

Manage a case load of incoming service requests daily

Provide basic-to-intermediate PC software and hardware technical support to the firms personnel

Tracks and documents detailed history of lifecycle of service requests

Perform software installations as necessary troubleshoot wireless and wired networking issues

Determines root cause of IT related issues and troubleshoots providing technical expertise with accurate and timely

solutions to ensure personnel satisfaction and productivity

Setup Apple environment iMac, iPad, iPhone and Laptops via phone and remote desktop

Maintained and repaired Apple computers, printers, scanners, and network for entire

Built and maintained mobile labs and desktop labs

Run diagnostics on service repairs (Apple Computers)

Researched new application for the Apple environment.

Support and troubleshooting 28 iMac in the Mac Lab

Provided parent and student technical support for 300+ Mac users and desktop, Including Laptops, iPad and iPhone

via phone.

American Express, IBM contractor June 2008-March 2009

Network Analyst & Help Desk Phoenix, Arizona

Handle all American Express global network services customer service support

Provide information to American Express support group and merchants

Create remedy tickets

First level support troubleshooting for merchant issues.

Dealing with credit card and any financial files.

Use Net view monitor tool to view alerts merchant static links.

Used Lotus Notes 8.0 to send and receive email.

Work with Stratus Servers to determined links connectivity.

Work with Stratus Servers to send and received files.

Tivoli Problem Management client/ server 5.0.

Personal communications WorkStation program version 5.7.

AT&T Network Client GA 1 for IBM.

Manage now problem Management to monitor tickets.

Skills:

• Operating Systems: Windows XP, Vista, and Windows 7, Server 2003, Server 2008, Linux, Mac OS.

• Software Packages: Microsoft Office, Microsoft Project, Visio, Open Office, Remote Administration, Eset

Nod32 Antivirus, Norton Antivirus, Centrevu Avaya Site Administration, Fax Press.

• Additional IT Skill: TCP/IP, NetBIOS, Telnet, Network Installation, Active Directory, Microsoft Exchange,

Remote Desktop Connection, Team viewer, Repair and Troubleshooting.

• Fluent in speaking and writing English and Spanish.

Education and Professional Training:

Official Seal of Microsoft Certification (2013) Santo Domingo, Dominican Republic

• MCITP: Microsoft Certified IT Professional

• MCSA: Windows Server 2012

• MCSA: Windows Server 2008

• MCTS: Windows Server 2008 Active Directory Configuration

• MCTS: Windows Server 2008 Network Infrastructure Configuration

• MCTS: Windows Server 2008 Applications Infrastructure Configuration

Global Learning and Consulting (2012) Santo Domingo, Dominican Republic

• CompTIA A+

• CompTIA Network +

Dale Carnegie Training (2012) Punta Cana, Dominican Republic

• Workshop Multitasking and Team Work

Tech2000, Inc (2011) Baltimore, USA

• ACSP: Mac OS X Support Essentials v10.6

Teorema (2010) Santo Domingo, Dominican Republic

• Configuring and Troubleshooting a Windows Server 2008 Network Infrastructure

• Planning and Administering Windows Server 2008 Servers

• Configuring and Troubleshooting Windows Server 2008 Active Directory Domain Services

American Express (2008) Phoenix, Arizona

• Security and Privacy Awareness Training