Customer Service Software
Resume:
Luis Maldonado
Phone 210-***-**** voice mail 210-***-****
Email **************@*****.***
Objective
To obtain a challenging IT Security position, which would enhance
understanding, knowledge, and training already obtained to become a Network / Security Administrator.
Education
April 29, 2007 2008 Hallmark College San Antonio, Texas
Associate of Applied Science in Computer Network Administration (Graduate)
Enrolled in ABK Honors Society
3.5 GPA
Computer Networking, PC Operating Systems DOS, PC
Operating Systems Windows, XP Professional, Implementing
Microsoft Windows, Network Security, Unix Operating
Systems, Linux Operating Systems, Microsoft Windows 2003
Server, Active Directory, Some skills in Network Administration for Novell and CISCO
Experience with applications: Dameware, Remedy, Echopass, Avaya, Vmware, Citrix, SSL, VPN, Juniper, Remote
Desktop, Outlook, and Lotus Notes
Work experience
September 2007 September 2008 RX Technology San Antonio, TX
Entry Level Network Tech (Tier 2)
Responsible for Deployment and Imaging of hundreds of Student Computers with ZenWorks software. Implementing
Computer classrooms' and labs' hardware and software set up, configuring software for specific needs, cosmetics on
computer set up, providing Quality Control on maintenance, Adding workstations to domain, providing technical support
in troubleshooting hardware and software issues to end users. Testing network cables and communications, and
repairing internet connectivity issues.
May 2008 Present Robert Half Technology San Antonio, TX
Desktop Support Analyst (Tier 2)
Analyzing and troubleshooting hardware, software and network connectivity issues. Installing and configuring hardware
and software. Upgrading PC's (installing RAM, Drivers, Hard drives, etc.) PC Tune ups (Defragmentation, Disk clean
up, disabling unnecessary services, editing start up script, etc.) and user profile configurations and migrations.
Troubleshooting, configuring, installing, and testing Outlook, Express, Windows Mail E mail accounts. Mapping network
drives to back up data and scheduling back ups. Also, working and communicating with Network Administrator on
technical issues and concerns.
May 2008 November 2008 CASO Document Service San Antonio, TX
Printer/Copy Technician
Responsible for scanning thousands of Medical and Legal documents into electronic data storage. Duties would include
printer and scanner maintenance ( troubleshooting software or hardware components, cleaning, and replacing printer
components) Also performed quality checks on images, while using software to enhance images. Also, organized the
print sheets, electronic data, and error corrections. Constantly tracking efficiency on a daily basis. On many occasions, I
was Awarded top performer for my shift several times.
August 2008 Feb. 2009 Volt Technical Services San Antonio, TX
Help Desk Support (Tier 1)
Provide excellent fast and efficient technical support for members. Setting up and configuring wireless networks,
including wireless security settings on router and computers. Troubleshooting wireless and hard wired connectivity
issues and establishing internet issues with working knowledge of operating systems (Windows 2000, Windows XP, and
Vista), DHCP and static, DOS Commands, and hardware and software troubleshooting skills. Installing, configuring,
testing, and troubleshooting Members hardware and/or networked devices (Gateways, laptops, desktops, receivers,
wireless devices, I pods, etc.). Creating and recording troubleshooting tickets/cases for each member, detailing
troubleshooting methods and solutions. Also, I created a help sheet for co workers to utilize for fast effective
troubleshooting techniques and methods for all technical problems.
Feb. 2009 Oct 2009 Citi Bank San Antonio, TX
Help desk Support (Tier 1)
Providing extensive troubleshooting on various applications, hardware, remote access, and Blackberries. Also
performing password resets, VMware restarts, account unlocking, Safeword card access. Utilizing several different tools
and ticketing systems (Virtual Ticket, Remedy, OVSC Service center, One Info, Info man, etc) to resolve or escalate
issues. Specializing in remote access thru Remote Desktop, Dial up, Virtual Private Network, AT&T global client,
Terminal Servers, VMware, web portals, etc. In addition Full Blackberry Support thru activations, E mail (Outlook)
Support, Functionality. Also, full support provided in outlook and communicator.
Apr.2010- Present
Client Technology Specialist (Tier 1 & 2)
Provide superior Customer service for hundreds of different applications on several different platforms.
Provide expert Service Delivery and Customer Care Management employing First Contact Resolution
support to all Infrastructure Customers. Also, deliver a high degree of customer service, technical
expertise, and response timeliness. Work as a single point of contact for Incident and Problem
Management calls. In addition, followed elevated or escalated customer service procedures and adhered
to operating-level agreements and documenting processes. Demonstrate great oral, written, and
interpersonal communication skills with ability to resolve problems in a professional manner in a fast-
paced environment. Learned and applied business knowledge in a fast pace environment with broad
knowledge of network components and infrastructure products. Monitor and maintain ownership of tickets
to ensure problem resolution. Documents solutions and builds checklists for team use. Practice proactive
knowledge sharing and or mentoring Colleagues. Work remotely occasionally, and as a Critical point of
contact for all applications and outages two weeks per month.
Certifications
CompTia Security + (IAM Level I, IAT Level II )
Interests and activities
Analyzing and troubleshooting computer software and
hardware problems in my spare time. Visiting Security Seminars to learn the latest challenges. Studying and learning
new Technologies to stay ahead in my field. Maintaining and monitoring network systems and server/client workstations
in a virtual environment (Server 2003) for fun.
Contact this candidate