Customer Service Technical Support
Resume:
NAPLES,FL *****
JOSE EMIL POLANCO ************@*****.***
OBJECTIVE
To attain a position as a Technical Support Specialist, Help Desk, or Customer Service Representative. Skills
Adobe
•
Adobe Flash
HIGHLIGHTS OF QUALIFICATIONS •
Active
•
Directory
ActiveX
10 years of experience in customer service •
•
Cabling
•
Over 5 years of experience working in a help desk and call centre environment
•
Cisco
•
Known for approachability, diplomacy and calm demeanor
• DCOM (Dyn
•
Demonstrated ability to quickly diffuse heated customer situations
• Common Obj
Module)
Provided a leadership role in a team environment
•
DHCP/DNS
•
Supported other team members and facilitated in creating a stress reduced atmosphere
• Disaster
•
Trained others in the use of applications and in technical support methods
• Recovery
Excellent troubleshooting and logical problem solving skills Ethernet
• •
Firewall
•
High level of written and oral communication skills
•
FoxPro
•
Creative ability to solve unusual or difficult problems when logical methods have failed
• Great Plains
•
Demonstrated ability to meet deadlines, and set priorities
• Dynamics
HTML
•
HTTP
•
EDUCATIONAL TALENT IP
•
Java
•
LAN
•
CERTIFIED COMPUTER NETWORK ADMINISTRATOR
•
Lotus
•
COLLEGE OF BUSINESS TECHNOLOGY, 2002– 2002 Domino
Server
PeachTree
8991 SW 107TH AVENUE SUITE# 200 MIAMI, FLORIDA 33176 •
Quantum
VCI Software
•
305-***-**** Lotus Notes
•
MS Office
•
HIGH SCHOOL
•
2003
AMERICAN ACADEMY OF PINECREST MS Office
•
Sharepoint
2007
12651 SOUTH DIXIE HWY 314 MIAMI, FLORIDA 33156
MS Visio
•
Norton
•
1-800-***-**** Antivirus
PC Anywhere
•
Photoshop
•
Router
JOB PROFILE •
Scanner
•
Printers
•
PC Security
•
TECHNICAL SUPPORT SPECIALIST 2006-FEB 2011
• Sharepoint
•
T1/T3
•
GOL TV, INC, NORTH BAY VILLAGE FL TCP/IP
•
1666 J.F KENNEDY CAUSEWAY SUIT 402, NORTH BAY VILLAGE, FLORIDA 33141 VPN (Virtual
•
Private
Networking)
Vmware
•
VoIP
•
WAN
•
Windows
•
2000
PROVIDING TECHNICAL SUPPORT Professional
Windows
•
Responsibilities handled are summarized as below : 2000 Server
Windows 7
•
• MANAGED THE PCS OF ALL USERS BY USING NEW TECHNOLOGIES.
Windows
•
95/98/Me
• INVESTIGATED ISSUES REPORTED BY CUSTOMERS AND DEALERS IN A TIMELY AND EFFICIENT MANNER
Windows
•
Server 2003
• CREATED DIFFERENT ARTICLES WHICH HELP USER IN THEIR TRAINING PERIOD.
Windows
•
Server 2008
• ATTENDED DIFFERENT LECTURES OF SPECIALIST WHICH HELPS TO INCREASE EFFICIENCY OF USERS.
Windows
•
• TRAINED OTHER STAFF TO USE THE PROGRAM EFFICIENTLY Vista
Windows XP
•
Laptops
•
• FACILITATED AND PARTICIPATED IN CONFERENCE CALLS WITH CUSTOMERS AND OTHER
Wide
•
DEPARTMENTS Knowledge
of Personal
Computer
• PERFORMED DATA CONVERSIONS AND REPAIRS OF CUSTOMER DATA IN ORDER TO MEET SPECIFIED Building
PROGRAM REQUIREMENTS
• IDENTIFIED AND RESOLVED NETWORK AND DCOM CONFIGURATION ISSUES Certifications
Microsoft Certified
• WORKED WITH RESEARCH AND DEVELOPMENT DEPARTMENT ON QUALITY ASSURANCE
Technician A+
• CREATED DOCUMENTATION ON POLICY AND PROCEDURES
Microsoft Certified
Network+
• ATTENDED AND PLAYED AN INTEGRAL ROLE IN DEPARTMENT MEETINGS
Microsoft Certified
Security +
Languages
ON CALL TECHNICAL SUPPORT 2005- ON NEED BASIS
•
Proficient in English
GARNET AND CARBONELL DPM, LLC
and Spanish
6705 S.W 57TH AVE. (RED RD.), STE. 312 CORAL CABLES, FLORIDA 33143
Responsibilities handled are summarized as below :
PROVIDED TECHNICAL SUPPORT NETWORK, CONNECTIVITY, E-MAIL
•
INSTALL NEW SOFTWARE AS PER REQUIREMENT AND SETUP COMPUTERS.
•
RESOLVED TECHNICAL PROBLEMS BY IDENTIFYING AND TROUBLESHOOTING BY THEM.
•
SUPPORTED END TRAINED THE USERS TO HANDLE DIFFERENT SOFTWARE APPLICATION AS PER REQUIREMENT.
•
MAINTAINED STRONG RELATIONSHIP WITH WORKERS, WHICH HELPS TO PROVIDE BETTER SERVICE.
•
MERCHANDIZE SALES 2005-2006
•
SHARPER IMAGE, NAPLES FL
Responsibilities handled are summarized as below :
ESTABLISH AND MAINTAIN RAPPORT WITH KEY DECISION MAKERS AND FULFILL THE NEEDS OF CUSTOMERS
TECHNICAL SUPPORT 2003-2005
•
SMART SOLUTION & SERVICES, MIAMI, FL
13005 SOUTHWEST 122ND AVENUE MIAMI FLORIDA,33186
RESPONSIBILITIES HANDLED ARE SUMMARIZED AS BELOW :
PROVIDING PROFESSIONAL TECHNICAL SUPPORT AND MANAGEMENT
•
RESPONSIBLE FOR PROVIDING TECHNICAL SUPPORT FOR SMART SOLUTIONS PRODUCTS AND
•
COMPANY.
RESPONSIBLE FOR TRAINING CUSTOMERS.
•
SUGGEST AND REPRODUCE CUSTOMER PROBLEMS BY MAINTAINING A LABORATORY.
•
RESPONSIBLE FOR MAINTAINING EXCELLENT WORKING RELATIONSHIP WITH CUSTOMERS
•
NATIONWIDE AND THE CARIBBEAN
RESPONSIBLE FOR THROUBLESHOOTING ALL TECHNICAL PROBLEM WITH SOFTWARE,
•
HARDWARE, DIALUP CONNECTIVITY, INTERNET CONNECTION AND REMOTE ACCESS
DONE TECHNICAL DOCUMENTATION.
•
DONE OTHER DUTIES AS ASSIGNED.
•
ACTIVITIES
CHIEF COORDINATOR AND PRESIDENT OF FUNDACIÓN RANCHO PAPOY. NON-PROFIT ORGANIZATION IN THE
DOMINCAN REPUBLIC TO SUPPORT NEEDY KIDS OF THE RURAL ZONE OF EL VISO DEL TORO.
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