Customer Service Quality Assurance

Juan Hinojosa

**** ***** ** ******: 323-***-****

Cudahy, CA 90201 **********@****.***

Objective: As a recent college graduate with IT hands-on experience, wish to obtain a position

utilizing my over three years combined background of education and field work in Computer

Network Systems.

Education:

Bachelor of Information Security Systems

ITT Technical Institute San Dimas, CA

Graduate Candidate of June 2012

Associate of Science in Information Technology – Computer Network Systems

ITT – Technical Institute San Dimas, CA

Graduation of June 2010

GPA: 3.6/4.0 while working 40 hours per week

Workshops: Currently in process: Security Plus and A+ Certification

Summary of Qualifications and Skills:

• •

Bi-lingual: Fluent in English and Spanish

• Proficient in Microsoft Office

• Knowledge of Windows Server 2003, 2008

• Hardware Installation

• Network Standards and Protocols

• WAN Technology and Integration of Networks

• Knowledge of Linux Operating Systems

• TCP/IP and Server Reconfiguration

• Network Systems Management

•

Experience:

Cyber Defender Los Angeles, CA Feb. 2011 to July 2011

Helpdesk Support Technician

• Troubleshoot hardware and software technical issues in level 1, 2, and 3

• Solved an average of 14 client case tickets per day

• Performed various multitasking job duties related to IT such as Outlook issues

• Received incoming customer calls and made outbound calls to follow up with customers

per day.

• Utilized several software and technical tools to troubleshoot different issues

remotely to customers nationwide.

• Assisted technical department supervisor in training co-workers how to use special

software called Interactive Scheduler to setup appointments from incoming calls that are received

from nationwide customers.

Northgate Market Pico Rivera, CA Nov. 2005 to Feb. 2011

Grocery Clerk

• Merchandise stocking of inventory

• Perform quality assurance on grocery products

• Arrange inventory displays in the store

• Promoted to customer service in two departments of company.

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