Customer Service Manager

G ilbert Rico

***** ****** **** ****, *******, TX 77433 832-***-**** *******.****@******.***

Objective

To obtain a full time position in a technical or customer support related filed in a company where I can utilize my

confidence, enthusiasm, and hardworking and driven work ethic in either an individual or team environment to

help expand and develop my potential as well as the potential of the company I work for.

Skills & Abilities

LAN/WAN, Network security experience

Windows/Mac Desktop Administration Experience

Network concepts – LAN/WAN, TCPIP/IP, DNS, MPLS

Working knowledge of Microsoft Windows XP – Windows 7, Active Directory, Microsoft Exchange 2003 – 2010,

C itrix XenDesktop, Microsoft Management Tools

Experience working in various aspects of Active Directory:

AD integration with third party applications

NTFS rights and permissions in a DFS environment

Group policies

VPN configuration/ authentication

Understanding of Microsoft Active Directory groups.

Understanding of NTFS permissions.

Experience with desktop and laptop imaging

Working knowledge of Solar winds Orion

Proficient and familiar with MS Office 2007/2010 Professional Suite including the ability to fluently use

M icrosoft Word, Excel and PowerPoint

Excellent verbal and written communication and follow up skills

Experience

Help Desk Analyst J upiter group @Enterprise products 6/2012 – 9/2013

Support Center representative for Enterprise Products as a contractor from The Jupiter Group. This job is

responsible for interacting with customers to provide front-line support in diagnosing/troubleshooting systems/

applications problems & reaching appropriate resolution.

Essential Duties (include, but are not limited to):

Accept incoming calls from a queue

Troubleshoot each unique call to determine the appropriate resolution

Support for Windows Desktop environment

Managed user authentication for a client base with over 7,000 users

Troubleshoot hardware and printer issues

Maintain appropriate documentation in ticketing system.

Troubleshoot and report network issues to NOC

Knowledge of mobile computing platforms

IT Support houston’s courier 6/1998 - present

Systems Administrator for a small courier service with a need to upgrade its infrastructure to be competitive with

today’s technology. I continue to work for Houston’s Courier part-time.

Essential Duties (include, but are not limited to):

Maintain website, and webserver

System maintenance on all PC systems

Networking architect, and maintenance

On Call Support/Remote Support

At Home advisor apple, inc. 9/2012 – 11/2012

As an Apple At Home Advisor, I was supporting many of Apple's popular products, from iPhones to iPad’s to

M acBook’s to desktop Macs.

Essential Duties (include, but are not limited to):

Customers’ first point of contact

Friendly voice of Apple, providing award-winning customer service

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Troubleshooting, and support for Mac systems and environment’s

Help desk Level I I US Legal support 6/2008 – 6/2012

Help Desk Level I I support for a small team of 2 that supports over 50 locations in the U.S. and over 600+ end-

users remotely.

Essential Duties (include, but are not limited to):

Support for Windows Server and Desktop environment’s

Actively maintain Active Directory and Exchange email accounts

Experience working in various aspects of Active Directory:

AD integration with third party applications

NTFS rights and permissions in a DFS environment

Group policies

VPN configuration/ authentication

Knowledge of mobile computing platforms

Experience with Citrix Environment

Troubleshoot hardware and printer issues

Troubleshoot and report network issues to managed service provider

Maintain appropriate documentation in ticketing system.

Create and maintain knowledgebase documentation in a centralized system.

Coordinate customer request with third party vendors.

Working in a tem based independent environment.

Technical support Rep comcast cable 2/2008 – 6/2008

P rovided Technical Support in the large call center of Comcast Cable. Responsible for inbound Technical Support

and Billing support questions. * R ecruited to US Legal Support from Comcast Cable.

Essential Duties (include, but are not limited to):

Enter customer info in to the system, Offer the customer a resolution to any billing issues they have, helped

t hem understand their bill, explain to them about any feature that they have or would like to add.

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Responsible for helping a customer troubleshoot their device in the event that it is not working properly.

Network Administrator Bebo, Inc. 10/2006 – 11/2007

Network Admin/Customer service in the large call center of Bebo Inc. Was responsible for inbound Customer

Service and Abuse questions. I was also responsible for the administration and stability of the internal network.

Essential Duties (include, but are not limited to):

Answered support and Abuse tickets for members.

Managed the entire Bebo network, and all of the PC’s that are used on a daily basis.

Monitored videos and content that is uploaded on member’s profiles. Removed it if necessary.

Education

computer Science 7.1997 L .B.J. High School

I graduated from an advanced capability high school with an emphasis on computer science.

References

Jeff Lusk Owner – Houston’s Courier 713-***-****

Years Known: 17 years

Relation: Manager

Erwin Riley M anager - US Legal Support 832-***-****

Years Known: 5 years

Relation: Manager

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