Customer Service Quality Assurance

William Cruz

** *********** *****, ****** ** ****9 646-***-**** & 973-***-**** E-mail:

*********************@*******.***

Customer Support Technician

Desktop Laptop Consultation Network Support Customer Service PC

Builder

Extensive knowledge and background with various types of PCs, Laptops,

Network Appliances, Operating Systems, Applications, Email Programs, Web

Publishing, and Office Equipment; always looking for methods to cut cost,

implement innovative methods to increase efficiency and full utilization of

hardware and software resources.

ACCOMPLISHMENTS at Securitas's IT Division

> Designed a QA Test Lab and minimized the help desk's call volume: I

suggested to assign a designated area in IT to be a dedicated location to

have a replica of the network appliances and phone systems used at field

offices and several Windows PCs with the entire legacy program portfolio

installed. I volunteered to design the environment to accommodate both

internal and external connectivity and succeeded. I was able to test

network, phone and program functionality before end users start their

work day and whenever a system, application, or server failed I knew

ahead of time and was able to fix it to avoid calls from customers and

employees. This ensured the highest availability of software products,

phone systems, and IT services.

> Enhanced PC and laptop workshop: The PC and laptop work area was in need

of a new workbench, rather than purchasing a new one; I volunteered to

repair the existing one and suggested using the savings on purchasing a

modern high-tech workstation. I restored the old one and designated it as

the work area to run Windows reimages for several PCs and laptops

simultaneously. With management's approval I purchased a technologically

advanced computer case workbench that allowed the technicians to gain

fast access to internal PC components. The entire project increased

productivity; used workspace efficiently, had a strong influence on

innovative thinking amongst peers, and maintained interest in technology.

EXPERIENCE SUMMARY

2007 - 2011 Securitas Security Services 1000 users

Parsippany NJ

Desktop Support Administrator for Network Services

. Provided end user support and training via phone, email, remote

support using proprietary remote control software and Windows based.

Took ownership of 15 to 20 trouble tickets daily to track progress,

relevant notes, and record resolutions.

. Resolved issues pertaining to hardware, operating systems, extensive

Outlook troubleshooting, applications, web browsers, Intranets,

LAN/WAN, TCP/IP, VPN connectivity, printers, scanners, network

connectivity including wireless, PDAs and a mixed variety of hand-held

devices, conference room hardware appliances for video and web

conferencing.

. Performed upgrades and hard drive imaging on new and existing PCs and

Laptops of Windows XP, Vista and Windows 7. Ordered and replaced

equipment, worked extensively with Dell and HP, hand deliver new

imaged machine to user, coordinated packing, shipping of computers and

maintained organization of inventory room.

. Worked in Active Directory on creating login accounts, processing

terminations, password lockouts, resets, enabled disabled users,

added, joined host names of PCs and laptops onto the Windows domain.

ACCOMPLISHMENTS at Associated Press NYC

> Enhanced systems environment and product information: Designed a web

based knowledge base to store product information and granted access to

IT so that they can edit articles. Built it on a MySQL, PHP on a Linux

Apache CMS backend platform. This reduced paper consumption, and gave

project and product managers a place to upload the latest product

information. With Desktop Support team members installed 300 new

computers and laptops in a new building location. On the editorial floor

which houses over 100 news journalists, installed dual, triple, and

quadruple computer monitor layouts. Suggested and installed Apple's MAC

OS Boot Camp software on specially selected computers for dual OS

capabilities that allowed graphic designers to interchangeably work in

both Windows and MAC environments for development and quality assurance

purposes.

EXPERIENCE SUMMARY

2000 - 2007 Associated Press Global End User Community

New York NY

Desktop Support Representative for MIS

. Built and shipped out Windows Server PCs with installed proprietary AP

news content applications for major marquee clients such as AOL, MSN,

Yahoo, and many more well-known high-tech companies.

. Provided web content support, news feed integration consultation, and

created login accounts on Linux servers.

. Responsible for the maintenance, repair, rebuilding of PCs, managing

the OS image, troubleshooting laptops and printers.

. Investigated hardware, software, email, and network connectivity

problems and ensured resolution and SLAs were met.

. Assisted with managing and maintaining hardware and software

inventories using SAP.

. Worked with server administrators on patch management of desktop

operating systems and legacy applications.

INDUSTRY CERTIFICATIONS

2009 MCP/MCDST - Passed 070-271 & 070-272: Supporting

Users/Troubleshooting Windows & Desktop Applications

2009 A+ CompTIA- Passed 220-701 and 220-702: Hardware Essentials and

Practical Application Windows XP, Vista, & 7

EDUCATION

2010 New Horizons: MSSQL Server 2005 Introduction and Maintaining a

Database & Crystal Reports

2007 Sussex County Technical School: Database Development & Project

Management

2004-2006 The Career Center NYC: A+ and Network+ Training, Web Design

Level 1&2

1998-1999 The Cittone Institute: Help Desk Analyst and Desktop Support

Training course

TECHNICAL KNOWLEDGE ON THE FOLLOWING

Hardware including printers and scanners: Dell, HP, Panasonic Toughbook,

and various form factors.

OS:Acronis Backup, Citrix, Linux, Symantec Ghost, Windows9x, XP, Vista,

Windows 7, Windows Server NT, 2000 & 2003

Remote Control Software: LANDesk Remote Control, Windows Remote Desktop and

Remote Assistance, Cisco WebEx and VNC

Web Design, Applications, Database Systems: ASP, CSS, HTML, JavaScript,

MSOffice, MSSQL Server and Crystal Reports

Ticketing Systems: Clarify Call Center, NuasisVOIP, OnTimeCaseTracking-

Axosoft, and LANDesk-TouchPaper

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