Customer Service Software

Sharon M. Martinez

*** ****** ****** ****** ** **226 303-***-****

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

OBJECTIVE

I am seeking a position using my computer systems knowledge and

experience to provide the Company with excellent Help Desk customer

service.

Robert Half Technologies Denver, CO 12/2010-

Current

Help Desk Support - Assignment @NETAPP 4/2011-5/2011

Service walk-in users with creating .pst files and configuring Outlook

client on Windows XP/7 computers.

Install and configure McAffee AV software.

Help Desk Support - Assignment @ Donor Alliance

12/2010-2/2011

Answering incoming calls in queue/monitor incident tracking (Track-

IT)software for new requests.

Provide Tier 1/II customer support in a Windows XP environment .

Password resets, E-mail, E-Fax, browser configurations.

Laptop maintenance: update, configure hard disk encryption with SAFEBOOT

software, install air cards.

Troubleshoot PC hardware/software, VPN, printer issues remotely or at the

desk side.

Active Directory Users and Computers: setup new user accounts, remove old

user accounts.

Configure smart phones for synchronization with email server.

Ghost Imaging.

Administer Asset Management.

Insight Global Denver, CO 11/2010-

11/2010

PC Refresh of Windows XP Deployment project using USMT.

Westerra Credit Union Denver, CO 10/2004

-11/2010

Promoted to PC Technician I in March 2010

Monitor incident ticket tracking (Track-IT)software for new requests.

Software/hardware installs on Windows 2000/XP/7 operating systems.

Configure workstation LAN connection.

Troubleshoot TCP/IP, DNS issues using commands like ipconfig, tracert,

nslookup, %logonserver%.

Troubleshoot PC hardware/software, printer issues with RDP or at the desk

side.

Troubleshoot Symitar POS software issues.

Maintain the Desktop refresh schedule. Push Windows XP/Windows 7 image with

Altiris Imaging Tool.

Configure hard disk encryption software on laptops.

Configure smart phones for synchronization with email server.

Administer Asset Management.

Promoted to Helpdesk Tech II in November 2005

Answered incoming calls in queue/monitor incident ticket tracking (Track-

IT) software for new requests.

80% first call resolution of system hardware and software incidents

maximizing system uptime with monthly.

Provide Tier 1/II customer support for password resets, E-mail, E-

Fax,Voicemail, browser configurations.

Troubleshoot PC hardware/software,VPN, printer issues remotely or at the

desk side.

Troubleshoot TCP/IP, DNS issues using commands like ipconfig, tracert,

nslookup, %logonserver%.

Troubleshoot Symitar POS software issues.

Active Directory Users and Computers: setup new user accounts/ remove user

accounts, password resets.

Hired as System Operator in October 2004

Manage offsite tape rotation for disaster backup recovery.

Ensure daily workflows complete in a timely and efficient manner.

Monitor all platforms to ensure availability of online applications for the

end users.

Administer Optical Imaging platform.

EchoStar 8/2004-9/2004

Customer Service Representative

Answering all incoming customer calls in queue with a pre-defined opening

script.

Troubleshoot TV satellite and remote device issues.

Scheduled onsite repair technicians.

Dept. of Interior/SAIC Contract 9/1995-7/2003

Computer Operator

Run daily batch jobs on the IBM ES9000 Mainframe .

Administer scheduled system IPL.

Verify connectivity of VTAM nodes.

Scheduled staff in the Data Center on a 7 X 24 basis.

Coordinate system maintenance windows with the technical support staff and

operations staff .

Maintain departmental procedures SOPxs

EDUCATION

High School Diploma Englewood High School Englewood, CO

A+ Certification New Horizons Englewood, CO

HDI Certified-SCA Help Desk Institute

Denver, CO

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