Customer Service Technical Support
Resume:
Angel G. Torres
**** ****** **** **. . *******, FL 32738 . Home (407) 574-
OBJECTIVE: Highly motivated, career-minded individual. Seeking to establish
a career with a Company
that will provide the opportunity for long-term growth, stability,
challenge and advancement.
SUMMARY OF QUALIFICATIONS
-12+ year's experience in Desktop and end user Support.
-Dedicated, hard working individual with the interpersonal
communications skills to work at all levels of the organization.
-Exceptional skills in identifying, isolating, correcting hardware and
software technical problems and working directly with the end-user.
-Outstanding experience in configuring, testing and installation of
equipment into various environments.
-Work well in team or individually to achieve goals and business
objectives.
-Exceptional Customer Service Skills
-Supervision of Service Desk
SYSTEM & EXPERIENCE SKILLS
Network administration/Computer support. Attended formal training
courses and cbt's for the following:
Networking: Windows NT Server, Server 2000, 2003, Active Directory,
TCP/IP, Token Ring, Ethernet, Net Backup, Exchange. BMC Service desk
express. (Magic)
Dell certified Technician. IBM LANMAN, Certified IBM LAN
administrator
Microsoft office, Adobe, Heat systems, Track-IT, Symantec antivirus,
MacAfee,
Symantec Ghost. Dell, IBM, HP, Toshiba, Lexmark, Datamax thermal
printers, Symbol scanners.
PROFESSIONAL EXPERIENCE
Consultant for Global Trading Hub (Panama) Jun 2010 to Jul. 2010
Provided routine technical and basic end user technical support to
remote business personnel,
Evaluated current system and recommended upgrades to desktop/laptops
which entailed rebuilding 10 desktops 5 laptops, 2 networked printers
and 1 windows server 2008 standard. Worked with local ISP Cable-Onda,
Cable &Wireless Panama to resolve installation issues of the existing
connections. Setup remote connections to provide support from US.
Setup and configured surveillance system with remote capabilities at
farming location.
QVS Inc. (Soddy Daisy, Tennessee) Dec. 2008 - Jun. 2010
Sales & Service
Served as service technician to Volusia county schools, inspecting and
repairing chemical electronic dispensers. Programmed systems on Loews
Hotels commercial washing devices which handled high volume chemical
mixtures of various products. Service and maintained product
accountability for Hotels and schools. Interact with customers to
teach proper use of chemical dispensers.
Datamax Corporation (Orlando FL) Dec. 2007 - Jul. 2008
Service Desk Supervisor
Supervise technical support staff's daily activities which would
include providing quality technical software/hardware phone and desktop
support with a high degree of customer service, technical expertise and
timeliness to the corporate office staff. Managed operational standards and
escalation procedures to ensure service levels are maintained at a
consistent level. Ensure work assigned to technical staff is completed
in a timely and effective manner. Monitor service desk operations and
escalate service desk-tickets to ensure problems are handled as
expeditiously as possible. Oversee
desktop support problems and resolutions to determine trouble trends
or problem support areas and to ensure support procedures are being
followed. Train service desk Professionals on operational procedures
and troubleshooting techniques. Maintain accurate records of desktops,
laptops, printers, copiers, fax machines. Update and communicate to
departments the schedule of equipment replacements. Assist IT Director in
development of standard operating procedures. Provide management reports
on help-desk operations and issues regarding the support of Information
Resources.
Pinnacle Financial Corporation (Orlando, FL) Jun. 2007 - Nov. 2007
Senior Technical Support Analyst
Created & managed users in Active Directory. Reset passwords for
Windows & CMHC Systems
Used remote administrative tools such as VNC, Citrix & Remote Desktop
to fix any computer problems clients may have. Updated servers with
software upgrades. Determined bottlenecks on the network.
Added Cisco IP Phones to the network using Call Manager. Added phones
to the Cisco Unity messaging system.
CNL Hotel & Resorts (Orlando, FL) Mar. 2006 - Jun. 2007
Helpdesk Lead
Provide end user support in a windows xp environment, create desktop
images using Symantec ghost. Assist director of IT with issues in
active directory(reset of password, unlocking of accounts). Update all
windows desktops and laptops with current Microsoft patches and
firmware upgrades. Reset user accounts on Avaya voicemail system.
Perform helpdesk daily task such as taking calls from user's, opening
trouble tickets using Track-It software, research ticket and provide
resolution and correct issue, then close ticket. Provide weekly
feedback to Director of IT of tickets closed and resolution. Contact
Dell for hardware support, replace hardware sent by dell and test
equipment prior to delivering to user environment, rebuild desktop or
laptop if needed. Prepare net backup tapes for offsite storage and
document backups removed prior to delivering to iron Mountain.
Maintain accountability of all desktop,laptops,printers and licensed
software as needed.
Caremark Rx (Miramar, FL) Jan. 1994 - Feb. 2006
Senior Technical Support Analyst
Responsible for all facets of systems support and performing as a
member of the client architectural development team. Backup for
Technical Lead. Responsibilities include but not limited to:
Maintaining an automated pharmacy system in production, applying new
patches, testing new codes while working hand in hand with automation
engineers & application programmers. Manage all aspects of Norton and
MacAfee Anti-virus that includes performing client pushes, assuring
either one of the services are running on desktops. Administered a
Nortel Meridian switch, programmed acd call queues and voicemail box,
programmed extension and prepared cross connections to install digital
phones. Assisted both, user and management with all
hardware/software issues relating to laptops and Dell computers.
Contact this candidate