Customer Service Manager
Resume:
Reuben Alicea, Sr.
Homestead, FL 33032
******.******@*****.***
SUMMARY OF QUALIFICATIONS
•15 + years networking experience with advance technical support.
•Experience in Windows 9x/2000 Pro/XP/Vista/Windows7. Expert in cable modem and xDSL technologies & Cisco
Waps
•Effective network troubleshooting and software fault isolation skills
•Demonstrated leadership and project management skills as the team leader for installing software
package for a 50 school district with over 3000+ PC’s, designed and documented the installation process
•Strong interpersonal, communications and project management skills while working in a fast paced
environment, with an assertive, productive and self starter attitude
•Fluent in both English and Spanish languages
•Citrix Administration Skills
•Acting IT Manager for Camillus Health Concern.
•HP and Lexmark printer Repairs
•HIPAA aware
TECHNICAL SKILLS
Networking:
Windows 2003/2008 server, Windows 2000 Professional/XP/Vista/Windows 7, Novell 3.12/4.11, TCP/IP, Token Ring, MS-
DOS,DNS, WINS, DHCP, McAfee, Endpoint Antivirus, Veritas Backup Exec, Arc Serve, MS Backup, LAN/WAN,5000 end-users,
PC/Server hardware and software integration, configuration, network printing setup and support, remote access/dial-up networking,
Hyena, configuration of Cisco Waps.
Software:
MS Office, MS Outlook, IE, Netscape, Norton Ghost, Rumba Office, Citrix ICA client, Citrix Administration, Medical Manager,
Sage Intergy, Sage Practice Analytics, Remote Scan Software Server, Team Viewer, Exchange Server.
Hardware:
Compaq, Dell, HP, NEC, IBM, Gateway Toshiba and Macintosh PC’s, Laptops and Ipads. HP and Panasonic Scanners, HP and
Lexmark Printers, Working knowledge of Sans.
Certifications
A+, MCP, MCTS
MCITP Currently pursuing
MCSE Currently pursuing
CCNA Currently pursuing
EXPERIENCE
REGIONAL IT MANAGER,
Health Choice Network, Miami, FL. / Nov 2011 – Oct. 2012
•Acting IT Manager for Camillus Health Concern.
•Installed and troubleshooted and repaired HP and Lexmark network printers.
•Setup and Install and troubleshoot Cisco wireless routers.
•Install and rollout and troubleshoot of new Desktops, Laptops and IPads.
•Support Over 50 Camillus Staff Members.
•Setup and trained new Camillus Staff members.
•Order new equipment and maintained stock of toner cartridges for printers.
•Run reports as requested for Meetings.
•Take care of all Computer problems that Staff had during the day.
REGIONAL IT SPECIALIST,
Health Choice Network, Miami, FL / Sept. 2009 –Nov. 2011
•Installed and troubleshooted network printers, Cisco wireless routers ect.
•Installed and rollout of new desktop hardware and Laptops.
•Responded to issues escalated by Tier 1 support via Heat ticket tracking system.
•Assisted in analyzing system malfunctions and take appropriate action as necessary.
•Supported Medical Staff in over 70+ Schools in the Miami Dade Public Schools.
•Supported an traveled to all of the following Health Care member Centers in Miami, Homestead, Broward,
Boynton Beach, West Palm Beach, FT Myers, Tampa, Dade City, Orlando, Pierson, Deltona and Deland FL.
IT SUPPORT ANALYST LEVEL 2,
Health Choice Network, Miami, FL / Sept. 2004 – 2009
•Supported end-users in Florida, New Mexico,Utah, Kansas, Hawaii, Rhode Island, Maryland, Texas, West
Virginia, North Carolina, through phone and email with the primary focus on customer service and satisfaction.
•Installed new Windows 2000 Servers and Windows 2003 Servers.
•Restored files from backup using Veritas Backup Exec Datacenter ver .4.5
•Installed and troubleshooted network printers
•Network Administration, created new users and email accounts.
•Unlocked and disabled users as required.
•Setup Cisco wireless routers.
•Upgraded Dell servers as required.
Technical Support Engineer,
The Answer Group, N Lauderdale, FL / June 2003 – Oct. 2003
•Supported end-users throughout the 50 states and Puerto Rico through phone and email with the primary focus
on customer service and satisfaction.
•Instructed and advised end-users on hardware and software upgrades.
Senior Customer Engineer,
GE Capital ITS, Stamford, CT / Jan.1999 – March 2003
•On-Site at the New Haven Board of Education, New Haven, CT. supporting over 50 + schools and off sites
•Configured, installed and maintained more than 3000+ end-user workstations and Macintosh computers,NT4
Servers including new hardware and software components, and rebuilds
•Provided Second level support for cabling of cat5, Hardware installation, configuration and end user support and
training
•Developed policies and procedures for Breakthrough to Literacy software for all kindergarten and 1st grade
students. Provided teacher training and support for all schools in the district
•Led the project team to install foolproof software on 3000+ IBM based and Macintosh computers
•Performed break fix and warranty replacement parts on Compaq and Gateway Computers, also on HP LaserJet
and Lexmark printers
Senior Customer Engineer,
GE Capital ITS, Stamford, CT / May 1998 – Jan 1999
•On-Site at Swiss Bank, Stamford, CT. supporting 3000+ end-users
•Configured and installed more than 3000+ PC’s, including new hardware and software components and
upgrading older PC’s
•Supported 3000+ Compaq computers and IBM laptops running Windows NT4 workstation OS
•Installed and configured IBM laptops to use remote access and dial-up networking
System Administrator,
Shelton, CT / Jan. 1998 – May 1998
•On-Site at Louie Dreyfus Company Inc. Wilton, CT.
•Configured, installed and maintained more than 350+ end users, workstations and servers
•Included new hardware and software components rebuilds and design
•Monitored and maintained servers (including NT4 Server, Novell 3.12/4.11 Servers, as well as strategizing the
enterprise type backup solutions using Arc Serve
•Managed and created user accounts on the cc:Mail Server
Field Service Technician,
TEK Systems, Shelton, CT / Oct. 1997 – Jan. 1998
•On-Site at Webster Bank, New Britain CT.
•Installed, moved, added and changed,PC and printer repairs at all branch locations within Waterbury and
New Britain, CT.
•Participated in two main office moves. Relocated all computers and printers from one site to another
•Performed upgrades on older computers to be compatible with the windows NT4 workstation OS
EDUCATION
The Academy
Miami, Fl / Jan 2013 - Present
New Horizons
Miami, FL / May 2004 – Dec 2004
Trained in Windows 2000 Server
Trained in Cisco CCNA
Trained in the use of Microsoft Access 2000
Trained in the use of Adobe Photoshop MX
Connecticut Computer Service, Inc.
Milford, CT / June 1997 - Oct 1997
Trained on Novell Intranet Ware 4.11 Product
Trained on Installing Microsoft NT Server 4.0
Lanop Corporation,
Milford, CT / Dec 1996 - Feb 1997
Trained on Novell 3.12 Product
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