Customer Service Support

Cesar Guerrero

IT Support

Chula Vista, CA

*****@****.*** - 619-***-****

A helpdesk / desktop end user support tech with experience in Legal, Call Center, Entertainment, Military

supported users range from 200-5,000 nation wide

WORK EXPERIENCE

Sales Support

Best Buy - November 2012 to February 2013

Setup displays

• Check stock for customer's items

• Sales laptops, desktops, tablets, printers, etc

• Have one on one conversation with customers about their needs.

• Sell company warritenies

IT Tech III

Barona Casino and Resort - July 2011 to August 2012

IT Technical Services III 07/11/2011-08/02/2012

• Provide 24/7/365 for over 3,000 Staff and Casino floor issues

• Combine help desk and pc onsite support

• Deploy and re image pc table viewers with Win xp and Win 7 Office 2010 as well as POS

• troubleshoot hp laser printers cannon scanners, Epson kitchen, zebra eltrons oki printers replace monitors,

keyboards, POS, Hard Drive, bkup profiles on ghost server, password resets/unlock accounts in windows,

AS400, Vip light speed, and other Casino apps,

• Log on to land line ext phone as well as carry mobile phones

• Record each call in a ticket system called Heat leave no ticket open that does not need to be open

• All shifts are one man jobs no supervision

• Load and take out back up tapes depending on shift

• Printer/Scanner/Pits Maintained nightly

• Remote using remote admin/ RDC

• Finish all task assign to me

• Bring back not working computers, printers, scanners, pos, table views back to life

• Back up support for the audio and video on graveyard shift

• Check all systems and severs daily using a check list

• Computer matintence virus removal defrag windows update printer matintence as well

• Troubleshoot kitchen printers Slots SDG Hand Pilots install and config

• Hotels support as well and back up

• Create AD accounts, SDS, New Wave Manuel and title 31, SDG, Key Systems

• Update transfers/term list Mon-Fri. nightly

• Deploy setup take down support laptops, computers, kiosks for special promotions escalate to other IT groups

when needed

Legal IT Tech - April 2009 to July 2011

04/06/09-07/08/11

• Un pack setup re pair manage configure network Pc's install software add to the domain

• Fix trouble shoot all IT issues on the floor via email phone remote or in person

• Support for 200 users in 4 different department as well as management

• Fix Install Network Printers and Copiers (Paper Jams, Maintenance order supplies)

• Set up phones assign ext and move exiting ext to the location by request from management

• Asset and work with 3 parties to make sure job to done quick fast and have no problems

• Create and maintain Inventory and VNC list for management

• Repair Hardware issues on site mice, keyboards, internet cords, monitors, hard drives, cd ROMs

• I have the trust of my peers that I can fix anything they request fast to limit down time

• I have the trust of 3rd. party that I can fix the issue without the asset

• Virus/spyware removal

• Take charge and care of all IT issues and request

• Create network folder to scan any legal documents and then transfer physical paper to storage area.

• Create Avery labels for the mail room

• Supervise special projects giving to me

• Swap Backup Tapes

• Reset users password using active directory.

• Remove viruses, spyware, malware, and Trojans

• Recover data and replace bad hard drives.

• Update BIOS, Operating systems, and software.

• Repair network printers with the assistance of the vender.

• Setup and repair Dell projectors as needed.

• Network cabling using CAT6E standard and troubleshooting with network toner.

• Assist network admin with setting up critical backbone switches and routers.

• Install and configure Cisco VPN and PGP Encryption on company laptops.

• Perform Moves-Adds-Changes of company systems as required.

• Support users with Blackberry issues and update software on them as needed

• Install and replace racks, servers, switches, and routers as needed.

• • USMT migration tool used to backup and restore user data.

Customer Service Technical Agent

PAI - May 2008 to January 2009

Handle incoming customer calls

• Gather information about the customer's problem

• Create a ticket for all customer inquiries

• Perform troubleshooting and problem resolution

• Communicate resolution to customer

• Perform problem resolution follow-up

• Browser settings Wired/ wireless Internet for hotels Password / account unlock

Support Sub Contractor Desktop Support Specialist Agent

EDS - San Diego, CA - April 2007 to April 2008

Handle incoming customer calls

• Gather information about the customer's problem

• Create a ticket for all customer inquiries

• Perform troubleshooting and problem resolution

• Communicate resolution to customer

• Perform problem resolution follow-up

• Provide first-level and second level user administration support

• Active Directory user administration tools,

• network drive mappings,

• printer mappings

• Provide first-level and second level application software support

• Navy/Marine legacy applications

• Windows applications

• MS Office

• Outlook

• Provide first-level and second level network support

• General network trouble shooting

• Remote Access Services via VPN or Dial Up

• Provide first-level and second level general trouble shooting

• PC hardware

• Printers

EDUCATION

Diploma

UEI College

May 2004

General Studies

Southwestern Community College

1999 to 2002

Diploma

High School Castle Park High

1997

ADDITIONAL INFORMATION

Skills:

Desktop, Laptops, LAN/Wireless support, patch cables routers, IBM, DELL, HP, Wi-Fi, Microsoft Windows

2000/XP Professional, NT 4.0, Windows 7 Enterprise, Vista, Windows 8 MS Outlook, Windows Server 2003/

R2,, Windows Exchange, Remedy, Microsoft Office 2000/2003/2007/2010 Open Office, Symantec Anti-Virus

End Point, Backups using Buffalo backups, Second copy, Win rar, Microsoft Security Essentials Active

Directory, Group Policy Permissions CMD and Run commands, VPN, Recuva, Ccleaner, Adobe Reader,

Adobe Pro C4, Sophos, DNS, DHCP, Safe Mode,, Recovery, Remote using Net meeting /IBM Tivoli Bomgar

VMware, VNC, OWA, AVG, JST (CollectMax) Defrag Administration Power Shell Network /Local Printer setup

and permissions, Mal ware Bytes, Combo fix, D link/ Net gear Print Servers Routers, Switches Printers RDC

Canon, HP, Brothers, Epson, (Desk jet, laser jet, all in one ready network printers OCE business all in one

copiers ) Clonezilla AS400, Norton Ghost, SDS, Arconics VLC, Heat, Infogen POS X2 X3 Models PAR,

AS400,SDS, remote admin, OKI printers eltrons printers, iphone, droids, ipads, ipods

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