Customer Service Manager
Resume:
Louis E. Lozano
North Bergen, NJ 07047
***********@*****.***
SUMMARY OF QUALIFICATIONS
• Certified Systems/Networking Administrator and Desk Support with over 10 years
experience.
• Strong customer service orientation at the Executive level, VIP level support working
for Tiffany and Company, Givaudan is an Experiment Lab to have contact with VIP or
Movies Stars personality’s.
• Demonstrated expertise in LAN/WAN infrastructure installation and support, systems
backup management, PC/NET security management, user service management of E-
mail systems including Special Projects for Executive and VIP out side the Office,
internet applications, IPad/IPhone, office security system, and administrative business
dedicated applications; such as MS Office, windows 2000,2003, MS Windows XP,
VISTA, 7, Vista, XP, Citrix, VPN, Symantec Endpoint Protection, Wireless connectivity
Via cisco, RSA VPM, CISCO Network Switches and Routers, Apple OS.
• Qualified support service for the Network administrator and Help desk with hardware
and software Experience LAN, WAN, Wireless systems network, PC/MAC Desktop,
Laptops, Tables, iPads, IPhones, HP printers,Scanners
• Experience providing first and second level Server support via phone on all hardware
and software. (Dell, Compaq, Apple)
• R interfacing with external consultants and vendors on proposed upgrades
for Software and Hardware.
• Coordinates problems with appropriate technical, professional, and service personnel,
along with users who reported the problem
• Provide desktop support to approximately 300 end-users and remote users
PROFESSIONAL EXPERIENCE
Computer Support II New York – New Jersey 06/2011 – To Present
Computer Desktop Support Specialist
Provide technical assistance in the construction and maintenance of a corporate
•
standard desktop, laptop, and mobile devices Installation, maintenance and repair of all
devices attached to the network systems.
Responsible for the hardware and image engineering for a global enterprise
•
environment
Work on the Windows XP to Windows 7 Migration
•
Assist in the implementation of remote software and hardware update’s
•
Manage the systems with minimal interruption to the customer
•
Support deployment on projects for Hardware and Software on the remote location
•
Givaudan _ Experimental Lab Manhattan, NY 10/2004 – 06/2011
User support and local Infrastructure Management
• Managed windows servers systems and desktop hardware and software applications
with security and remote access for 200 users
• Administer service support for LAN/WAN system users; including installation of
software firewalls, and peripherals printers, scanners, plotters, and photocopiers.
• Responsible for current communications devices and protocols, server and desktop
technologies and Cisco networking devices.
• Ability to manage multiple projects, activities and tasks simultaneously.
• Installation, maintenance and repair of all devices attached to the network systems.
• Preparation of all Audio/visual presentations for clients.
• Assist with evaluation and purchasing on new technology for the users.
• Desk side support for all desktop, laptop, IPad and printers issues.
• Run daily backups of all servers.
• Managed Active Directory Service Interfaces for authenticates and authorizes all users
and computers in a Windows domain and manage the Directory service objects. (For
example id, password, and group rights for the networks.)
Tiffany & Co. Inc. Manhattan, NY 02/1999 – 09/2004
Sr. Administrator Support Management
• Responsible for ensuring the operability and availability for the local area network.
• Monitor local and network printer server, Pc’s, laptops.
• Installation, maintenance and repair of all network systems.
• Run daily backups of all servers utilizing VERITAS.
• Provide 1st level network connectivity and troubleshooting with Cisco routers and
communication with New Jersey home office via Internet.
• Manage all local servers from users ID’s to e-mail account creations, deletions, right
and changes at the network environment.
• Traveled to remote location to install/upgrade and configure servers and desktops,
Laptops.
• Provide local and remote support for laptop users at all levels including chairman, Sr.
vice Chairman.
• Assisted with major PC rollout projects and departmental moves hardware supported
includes various desktops and laptops.
• Diagnoses and troubleshoots problems with individual or multiple computer systems in
order to maintain proper functioning; resolves issues of complexity including contacting
and assisting vendors.
G III Group Manhattan, NY 08/1991 – 02/1999
Systems Support Manager
• Responsible for configuration and maintenance, trouble shooting the systems via T1.
• Design and implementation of the local and wide network in the company.
• Responsible in the design of a disaster recovery procedure to be implemented in an
offside the IBM AS400 system and NetWare systems.
• Implementation of the AS400-controller for all the remote locations.
The Plaza Hotel Manhattan, NY
07/1989 – 08/1991
Systems Coordinator
• Responsible for the maintenance, installation and operation on all system that are
connected to the AS400
• Provide support for the hotel guest and the in house users in variety of software
• Selecting software and hardware packages for the hotel use in the new system IBM
AS400 and Compaq servers.
TECHNICAL TRAINING
• Certificate on Administering Microsoft Windows Server
• Certificate on Windows
• Certificate on Windows Core Technologies
• Certificate on Lan /Novell
• Certificate on Netware advance system manager
• Certificate on Cheyenne / IBM Backups
• Certificate on MS Exchange Server concepts and administration
• Certificate onApple Operations Systems
• Certificate onBusiness practices and regulations compliance
• Certificate onBasic Programming
• Certificate on Education and career development team
EDUCATION:
Queens College Business Administration (BBA) Queens, NY 09/1976 -
06/1980
Taylor Institute Computer Business Operation Hoboken, NJ 11/1983 -
05/1984
Track – On Institute Core Technologies 4.0 Paramus, NJ 09/1999 -
07/2000
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