Technician Technical Support

Hermes Borja

***** **** *** **

Kenmore, WA. ****8

Phone 206-***-****

E-mail *********@*****.***

Objective

Looking for a technical support position with room for advancement and selfimprovement. Want to support a large network infrastructure at the user level and above.

I would like to be in a position where I am the go to guy, a person who you can rely on when you have a technical issue and need a quick and permanent solution. I would also like to be exposed to emerging technologies and deal with implementing them.

Skills/Qualifications

Electronics Troubleshooting; LAN Knowledge; Proxy Server Configuration; Port

Forwarding, Revers DNS look up, Networking Knowledge; Network Hardware

Configuration; Network Troubleshooting; Router setup, Presenting Technical

Information; People Skills; Problem Solving; Analyzing Information ; Network

Protocols; Network Security; Networking Standards

transmission

Employment

September 2012 June 2013

Zulily.com

Helpdesk/ Night Administrator

Deployed Windows 7and Mac OS X and joined to an Active Directory Domain,

experienced with Kayako Helpdesk ticket system, administrate goggle apps adding and removing users, creating mail groups, tracing email, administrate Active Directory creating new employee accounts and permissions, and removing separated employees, Support MS office and outlook, support IP telephone system, Monitor the nightly launch of our European web site as well as the Morning US edition, trouble shooting PC and Laptop issues, set up VPN for remote network access

June 2010 January 2012

VMC

Tech Support Engineer Tier

provide support for Microsoft Cloud based service office 365 and BPOS via phone

and email, Trouble shoot share-point access issues assist with office communicator compatibility issues and user interface troubleshoot email issues ex: setting up aliases,trouble shooting latency issues, tracking lost emails, fixing spamming issues, resolving lost attachments, dealing with lotus notes compatibility problems, investigate LDAP problems, Assist customers in administrating their cloud based services, granting access to their administrative online portals, confirming account status in the cloud service, Assisting in setting up vanity domains for user in Microsoft's cloud based servers Troubleshoot user active directory issues ex: setting permissions, setting up distro groups, recovering lost data, assisting in legal compliance issues, reset admin level passwords

April 2010 - May 2010

Yellow Jacket Interactive

Network Technician

Provided User level desktop support, Administrate POP3/IMAP/SMTP email account,

Configure DNS redirect, install/maintain desktop applications, ex: Adobe Master Suite, Windows Office, Thunderbird Email client, MAC mail, etc., setup remote network access/remote work stations, support Windows 7, XP Vista, Server 2003, Mac OS X Leopard, SQL Server, MS exchange Server, Blackberry Enterprise server (BES), MS Office,

Sept 2009 - April 2010

WDS Global Kent WA

Customer Support Representative:

Resolved Data connection issues with T-mobile phone service, troubleshoot TCP/IP connection problems for internet access via mobile phone GPRS service. Provided technical support for non T-mobile 3rd party phones, such as iphone, blackberry,Samsung, etc.

October 2007 - August 2009

Speakeasy.net Seattle WA

Business Support Representative:

Tier 1 technical support for for DSL service in a call center environment. Trouble shot

DSL connection and VOIP issues as well as provide customer administrative assistance.

Diagnose end user connection issues with proprietary software using COVAD's ATM

network. Assist customers in setting up email clients, setting up reverse DNS for network

security, configuring wireless LAN,

June 2005 – September 2007

At&t wireless Bothell WA

Advanced Support Representative:

Provided tier2 support for reps supporting end users over the phone, setting up wireless

data connections for their laptop computers over a GPRS network. Setting up email

accounts for PDA/ smart phones and getting remote enterprise access via wireless

connections to secure intranets

December 2003 – June 2005

R2 Design. Seattle WA

Network Technician:

Administrate/install LAN/WAN, install/repair wireless networks, troubleshoot user level

issues Setting up small business network infrastructure. Installing wireless networks and

setting up data storage and email access. implement security SOP educating customer on

reliable information security protocols

November 2001 – December 2003

Captive Web. Seattle, WA Network Technician:

Setup and Maintain Windows NT Domain, Troubleshoot user level issues, Administrate

email accounts

October 1999 – November 2001

INCA Engineers INC. Bellevue, WA Network Technician:

Desktop support, Setup new user accounts, Train new employees on company computer

policy, Troubleshoot desktop applications, Crystal reports, Auto CAD, Adobe Photoshop,

Maintained multiple OS (ex: Win 3.1, Win 9x, NT), print server, Novell network, VPN

client

June 1998 - 1999 November

Keane/Microsoft. Kirkland, WA Help Desk:

Troubleshot hardware and software issues on multiple platforms, Supported

Microsoft Multimedia Software, Supported customers in a call center

environment

December 1997 – June 1998

Nintendo/Remedy. Redmond, WA Shipping and Receiving Clerk:

Processed returned defective merchandise into database, Processed

internal out going mail via Fed Ex, UPS, etc., Contacted customers for

receipt verification of returned high value items

1991 - 1994 Coleman NCO Club Manheim, Germany Assistant Manager:

Events Coordinator, Inventory Control, $12,000 money custodian

!986 - 1991 U,S, Army Nuclear Weapons Technician

Equipment Calibration, electro mechanical switch maintenance, Clean room

experience, electrical generator maintenance, soldering, multimeter repair, alpha team

decontamination

Education:

1994 - 1996 University of Washington Seattle, WA Biochemistry

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