Customer Service Technician
Resume:
Fernando J. Olvera
**** ****** **. ( Riverside, CA 92509
951-***-**** Mobile- 951- 685-9976 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
Contact this candidate