Technical Support Management

Angel Oquendo

*** ******** ** ( Lancaster, MA ***23 ( 978-***-**** (

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

Summary of Qualifications

0. DeVry University Technical Management graduate offering a strong

academic background in IT combined with excellent internship

experience as a helpdesk analyst.

0. Consistently recognized for technical troubleshooting skills used to

rapidly and cost-effectively resolve challenging technical issues.

0. Able to quickly learn and master new technologies; equally successful

in both team and self-directed settings; and proficient in a range of

computer systems, tools and testing methodologies.

Education

(Currently pursuing Masters Degree; anticipated program completion date Feb

2012)

Keller Graduate School of Management, Chicago, IL

Master in Network and Communications Management

DeVry University, Orlando, FL Feb

2011

Bachelor of Science in Technical Management

GPA 3.0

Technical Skills

. Linux (Debian)

. Oracle

. MS Office Suite

. Windows 9x/NT/2000/XP/7

. TCP/IP

. PC/Laptop/Server Hardware

. Active Directory

. LAN

IT Experience

Neulion Direct Sports, Sanford, FL

10/2008-12/2009

Technical Support Representative

. Familiar with trouble ticket software such as the Kayako Support Suite

. Provided technical support for level one escalation issues via email

and telephone

. Installed and operated video and audio proprietary streaming software

Convergys Corporation, Orlando, FL

02/2006-02/2007

Tier 1 Technical Support

. Operated remote desktop programs in Linux and Remote Desktop programs

in Windows to remote into web and application servers

. Troubleshot the Palm 700 Treo hand held device resolving Outlook

Exchange, syncing and POP mail configuration issues

. Provided phone tech support to hundreds of clients with a 95% first

time resolution metric

St. Croix Insurance, St. Croix, U.S.V.I

02/2003-10/2003

Network Administrator

. Setup, deleted and managed user accounts with Windows 2000 Server

Active Directory

. Backed up server data and troubleshot network printing issues

. Purchased PC hardware and modified the systems to meet company

standards

. Cooperated with 3rd party software developers and hardware vendors to

resolve many IT issues

Dell Computer Corporation, Round Rock, TX

02/1998 -06/2002

Network Analyst Tier 1 Technical Support

. Familiar with SCSI, RAID 0,1,5,1+0

. Assisted customers in obtaining solutions to resolve thousands of

desktop and portable computer issues, issues ranged from hardware

installation and configuration to performing day-to-day maintenance on

Operating Systems such as Windows 95, 98, NT 4.0, and Windows 2000

Professional

. Good working knowledge of Windows NT Server 3.5 and 4.0, Windows 2000

Server,. Worked alongside customers with the configuration of their

LAN, including setting up DHCP, Drive Mapping and file sharing,

Network Printing, Tape Rotation Strategy, and Virus Protection.

. Trained new hires on troubleshooting techniques and rapid resolution

strategies

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