Customer Service Software

George Esparza

**** ***** *** ******* *****, 951-***-**** *******@***.***

Dia CA 92807

Synopsis: Systems support technician with years of experience diagnosing

and resolving technical problems in a multi-platform environment.

Strong knowledge of Windows XP/Vista/7, AS400, Novell, Microsoft

Office (Word/Excel/Outlook/Access), Active Directory, E-Mail, and

Internet access. Customer service orientation ensures application

users receive prompt, effective, and courteous service.

Demonstrated ability to independently recognize, isolate, and

resolve complex technical problems. Quickly learn new applications

and communicate technical knowledge to end-users at all levels

within an organization.

Professional Experience

Arrowhead General Insurance Agency, San Diego, CA

2003 - 2011

Role/Responsibilities: Lead System Support Technician

Served as 2nd & 3rd level point of contact for resolution of

desktop/Software/hardware-related problems serving multiple office

locations and hundreds of end-users throughout San Diego County.

Key achievements:

. Travel out-of-state to open new office locations

. Be a resource for other system support technicians

. Handled a high volume of calls at various office locations and

successfully resolved numerous trouble tickets without escalating to a

higher-tier

. Troubleshoot all internal customer problems and inquiries, including

walking end-users through initial logins, web navigation along with a

number of other requests over the phone, email, and in person

. Identified, replicated, and resolved customer technical problems on

proprietary software and operating system including remote access

. Maintained daily, weekly, and monthly log of resolved problems

. Maintained scheduled hardware/software maintenance by applying latest

service packs, patches, downloads and other means available

. Conducted tutorials on proprietary software on a one-to-one basis

Grocers & Merchants Insurance Service, Covina, CA

1996 - 2002

Role/Responsibilities: Network Administrator

Administration of a multi-platform network consisting of Novell, AS/400,

RS/6000, and E-mail servers and including letter of authority budgeting

$65,000 per year for network software/hardware. Provide customer support

to the user population on various software/hardware problems over phone, e-

mail, and direct one-to-one basis. Maintain scheduled hardware/software

maintenance by applying latest service packs, patches, downloads and other

means available, and ensure regular backup intervals.

Key achievements:

. Installed new server hardware and software resulting in smoother and

more proficient work environment

George Esparza (Continued)

5560 Vista Del Anaheim Hills, 951-***-**** *******@***.***

Dia CA 92807

Professional Experience (continued)

. Implemented a CD jukebox for general office use, allowing quicker

research and relieving network traffic

. Established Micr-Check printing facilities resulting in a streamlined

check writing process and time savings of hours per day

. Provided connectivity from Windows to Unix, on an RS/6000 & AS/400

. Instituted company wide E-Mail and Internet access.

. Validated and granted varying levels of security authorization to end-

users on various platform servers

. Maintained daily support on the UNIX RS/6000, AS/400, and Novel

servers to resolve problems

. Reviewed protocols, procedures, and functionality with

internal/external clients

. Documented protocols and procedure manuals

. Conducted tutorials on various applications in both a group setting

and on a one-to-one basis

. Created, updated and deleted users accounts, in addition, to new hires

and terminations

. Identified and troubleshoot end-users problems in a professional and

efficient manner

Knowledge

Hardware knowledge includes providing connectivity between various

platforms such as AS/400, RS/6000, Novel and Windows and their hardware

infrastructure such as routers, switches, and hubs using protocols such as

TCP/IP, NetBEUI, IPX/SPX. Skilled in the acquisition, installation,

configuration, daily maintenance, troubleshooting and repairs of PC's

Laptops, Printers, and related peripherals. Software experience includes,

but not limited to, Windows XP/Vista/7, MS Office suites, Outlook, scanning

software, virus protection (Norton Antivirus, McAfee & others), remote

connectivity (PC Anywhere, go-to-assist), backup software (ArcServIt),

Ghost imaging, and various other popular word processing, data base,

spreadsheets, and graphics programs, as well as proprietary software

Education

Specialized Courses: Irvine Valley College - Novell Networking

Cal State Fullerton - Programming, Data Processing

Foreign Language: Fluent in Spanish

References: Available upon request

Other: First Aid - CPR Certification

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