Frederick Puzon

858-***-****

ab9ibb@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

. Excellent in written and verbal communication and highly attentive.

. Experience providing customer technical support in a busy call center

environment.

. A firm commitment to customer service, with the ability to build

productive relationships, resolve complex issues and win customer

loyalty.

. Highly organized and motivated team player that enjoys to multi-task.

. Experience with multiple operating systems but not limited to

Microsoft Windows, Server 2008, Exchange 2008, and Fedora Linux.

. Proficient with Microsoft Excel, Word, Visio, PowerPoint, and Access.

EDUCATION

ITT Technical Institute, Degree - Dec 2012: Bachelors of Science

Information Systems Security

PROFESSIONAL EXPERIENCE

Jack in the Box Corporate Support Center, San Diego, CA

Restaurant Technology Support Analyst - (Temp) - (October 2012 - March

2013)

. Responsible for providing technical support to 2,200+ customers.

o Successfully provided high level technical support and customer

service in a high volume 24/7/365 call center environment.

o Installed, configured and reimaged computer servers, POS

registers, Kiosks, Order Confirmation Screens (OCS), and kitchen

display systems in a Windows XP and Windows 7 environment.

o Utilized Filezilla and Bomgar to FTP transferring software

packages to assist in resolving issues.

o Utilized Satellite Network VNC and PCAnywhere capability to

restaurant PC's.

o Articulated and clarified complex technical concepts to field

technicians in a respectful manner, and developed a strong

rapport with restaurant staff and help desk teammates through a

friendly, empathetic approach.

o Created, updated, escalated, and resolved tickets in Remedy's

Action Request System Application on a Citrix environment.

o Resolved various restaurant system issues within priority-based,

predefined Service Level Agreements (SLA).

Jack in the Box Corporate Support Center, San Diego, CA

Software Quality Assurance Administrator - (Intern) - (August 2012 -

October 2012)

. Responsible for software maintenance for 100+ Servers and Registers in

POS Development Lab.

o Reimage all systems including POS Servers, Back Office Servers,

and Registers in a Windows XP environment.

o Apply all post image updates to the POS Servers, Back Office

Servers, and Registers.

o Utilize Symantec Ghost Cast Server to recover, restore, and

create new images.

o Apply Software updates and OS patches utilizing Managesoft

Configuration manage tools.

o Update and maintain QA documentation.

ChiroTouch, San Diego, CA

Software Installer/Updater - (Temp) - (February 2011 - March 2011)

. Responsible for software updates and maintenance of 200+ customers.

o Schedule, install, and update ChiroTouch software in a Windows 7

environment.

o Support and troubleshoot all ChiroTouch services with each

client.

o Helped train new updaters to achieve success for the team.

o Simplify workload for customers by being patient and calm

assertive for each step explained for the installation process.

ITT Technical Institute, San Diego, CA

Federal Work Study - (August 2010 - February 2011)

. Responsible for software updates and maintenance of 200+ PCs.

o Assisted the IT department with the daily operation and

maintenance of an enterprise network.

o Network up-keep including hardware, auditing, maintenance, and

repair, throughout the network.

o Responsible for organization and maintaining student files.

o Office supply delivery and maintain inventory level.

o Tutor first year Computer Electronics Engineering Technology

students.

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