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Customer Service Technician

Location:
Riverside, California, 92509, United States
Posted:
March 10, 2011

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******** J. ******

**** ****** **. ( Riverside, CA 92509

951-***-**** Mobile- 951- ***-**** Home( Email *********@*****.***

Summary

IT Support team player with excellent customer service skills, Bilingual

English-Spanish.

Professional Experience

Universal Music Group - Hewlett-Packard. Universal City, CA 2006 -

2011

Helpdesk/Desktop Support - A+ Certified Technician

I am Providing Helpdesk/Desktop support for Universal Music business

units.

o Supported for various Operating Systems and hardware\software

applications.

o Active Directory Admin. Resetting user's account, passwords, GAL &

Groups updates.

o IBM R36 Mainframe, AS400 and Citrix administration.

o Assisting local and global Universal employees over the phone to

resolve their computer problems increasing productivity and minimized

down time.

o Answered 30-35 calls a day, using Remedy Tracking System with 60%

1st. call resolution.

o Assisted employees, Executives, VIP's and Managers with VPN Remote

Access using ACE Remote Access with Secure ID. - Including Blackberry

administration and support.

o IP routing, PC/Network connectivity problems.

Environment: Win95, Win2000, WinNT, WinXP, AS400, Ms-Exchange, IBM R36,

Citrix, Peoplesoft, TCP IP, VPN Remote, Remedy Tracking System, RAS. Ms-

Office Apps.

Kaiser Permanente - Remx-it / i.t.s. Pasadena, CA 2005 - 2006

Technical Support Center Lotus Notes Deployment Analyst

o Lotus Notes 6.5.2 deployment for Kaiser Employees.

o Replacing Ms-Outlook with Lotus Notes email system.

o Installation, configuration and phone support of Lotus Notes

for Doctors and employees.

o CMT administration.

Environment: Lotus Notes 6.5, Win2000, WinNT, Windows XP, Ms-Outlook, MS-

Office Apps.

Universal Studios Los Angeles, CA 1999 - 2005

Desktop/Helpdesk Support

Provide Internal Desktop/Helpdesk support to global business units.

o Supported for various Operating Systems and hardware\software

applications.

o IBM Mainframe, AS400 and Citrix administration.

o Assisting Universal employees globally over the phone to resolve

their computer problems and minimized down time.

o Answered around 35 calls a day, using Remedy Tracking System with 60%

1st call resolution.

o Assisted employees, Executives, VIP's and Managers with VPN Remote

Access using ACE Remote Access with Secure ID. - Including support

for Blackberry issues.

o Assisted over 300 Latin America clients with bilingual support.

o IP routing, connectivity problems.

Environment: Win95, Win2000, WinNT, Windows XP, AS400, Ms-Exchange, IBM

R36, Citrix, PeopleSoft, TCP IP, VPN Remote, Remedy Tracking System,

RAS. Ms-Office Apps.

Tek Systems Glendale, CA - Avery Dennison Co. 1998 - 1999

Desktop Support Analyst

I assisted network administrators with computer migrations to new

Operating Systems.

o Setup and configured Desktops, Laptops computers and network

printers.

o Worked at Avery Dennison Co. at Brea, Calif.

Environment: Win95, Win2000, WinNT, WinXP, Ms-Exchange, MS-Mail. Ms-

Office Apps.

Acer America San Jose, CA 1995 - 1998

Senior Technician

Notebook Specialist Hardware and Software support. RMA Assessment

Technician.

I worked with the Technical Research team for hardware and software

applications installed on Acer Desktop/Laptop Systems. I provided help to

Technical Support Representatives assisting Acer customers by phone.

Environment: Win95, Win2000, WinNT, Ms-Exchange, Ms-Outlook, Ms-Office

Apps.

Packard Bell Electronics Sacramento, CA 1989 - 1995

Technical Support Supervisor

In was in charge of a team of 12 technicians, providing assistance to

customers over the phone to resolve technical problems.

o Ensured the best technical support for our customers.

o Provided maintenance and repair of computer systems and peripherals.

o Scheduled priorities for the team of 12 technicians.

o Conducting weekly team meetings to increase our productivity.

o Assisted internal departments to resolve technical problems and

minimized down time for users.

Environment: Win95, Win98, WinNT, Ms-Exchange, MS-Mail. Ms-Office Apps.

Personal Computer Rental Huntington Beach, CA April/1989-Oct/1989

Senior Technician

Supervising a staff of 10 technicians.

o Scheduled and delivered computer rentals to customers, including

shipping and receiving responsibilities.

o Diagnosed, repaired and configured computer rentals such as IBM,

Compaq, Macintosh.

o On-Site support.

Environment: Win95, Win98, WinNT, Macintosh, Excel, Wordperfect, Ms-

Outlook.

Use'r Computers Inc. Torrance, CA

September/1988-April/1989

Computer Technician

o Installed, repaired and set-up computer systems for rentals.

o Diagnostics, memory upgrades and troubleshooting at customer site,

for IBM, Compaq and Macintosh systems.

o Printer and Peripherals installation and troubleshooting.

Environment: Ms-Dos 6.2, Win3.0, Macintosh, Excel, WordPerfect,

PowerPoint.

Professional Development

Computer Technician (Dean's List) ( American Technical Institute (ATI) (

Van Nuys, CA

Courses Taken

Basic Electronics:

Test Equipment ( Analyze Circuits ( AM/FM

Electronics Analog:

AC/DC Active and Passive Components and Circuits

Digital:

Binary, Hexadecimal, Logic Gates, Decoders and Multiplexers.

Microprocessors:

Machine Assembly and Basic Languages for Diagnostics.

Computer Architecture ( Subsystems and Components

Troubleshooting and Repair of Malfunctioning Hardware

Customer Service Skills

Certificates

A+ Certified Service Technician (Verification #4DFDTT0472)

Computing Technology Industry Association

Certified Electronics Technician ( American Technical Institute

Technical Skills

Desktop/Laptop setup and configuration.

Windows 95/Win98/Win2000/WinXP ( MS DOS 6.2/Win 3.0

Citrix ( AS400 ( IBM Mainframe R36, Ms-Mail. - MS-Office (Outlook, Word,

Excel, PowerPoint) Lotus Notes 6.5 - MS Exchange Active Directory.

References upon request



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