Customer Service Management
Resume:
ADRIAN DE GUZMAN
Canyon Country, CA 91387
***********@*****.***
INFORMATION TECHNOLOGY SPECIALIST
NETWORK ADMINISTRATOR / NETWORK SUPPORT / IT SUPPORT ANALYST
Solution-oriented IT Professional, with strong Customer Service background
and proven success designing, implementing and integrating cost-effective,
high performance technical solutions to meet challenging business needs.
* Solid knowledge of LAN/WAN network administration and
support under Windows NT/2000/2003 environment.
* More than 11 years of proven expertise in supporting and
troubleshooting hardware, software and networking issues.
* Organized, take-charge professional with exceptional follow-
through abilities and detail orientation, able to plan and
oversee projects from conception to successful conclusions.
* Outstanding communication skills; interfaces constantly and
effectively with upper management, vendors, staff, peers
and users.
* Solid technical background and strong history of delivering
outstanding customer service
CERTIFICATIONS
A+ Certification, Novell Netware Certification, MCP, ITIL Foundation
Certificate in Service Management,
Pursuing MCSA Windows Server 2008 and CCNA Certifications
AT&T Customer Service program
TECHNICAL SUMMARY
* HARDWARE: Servers, Desktops, Laptops, Modems,
Motherboards, Network Cards, Printers, Color Copiers,
Scanners, Routers, Hubs, Switches. Wireless Technology.
* SOFTWARE: MS OS 9X/XP.200X, MAC OS, MS Office Suite
9X/XP/200X, SQL Server, Adobe Photoshop CS2, Quark, Adobe
Illustrator, Adobe InDesign, SAP, Remedy, Infra, Symantec
Ghost, Norton Application, PCAnywhere.
PROFESSIONAL EXPERIENCE
IT SUPPORT ANALYST
TOWERS WATSON UNIVERSAL CITY, CA 2007-PRESENT
Provided support for 400+ associates in the SoCal region. Worked with
colleagues as a member of the Problem Management Team to detect and provide
solutions to incidents and avoid reoccurrence. Also a member of the
Telephony team that standardized and implemented telephony functions in
North America. Performed Active Directory and network maintenance. Duties
included Server and machine builds, Desktop and remote support, Asset
Management, New Hire IT Orientations.
DESKTOP SUPPORT SPECIALIST
MERCURY INSURANCE WESTLAKE, CA 2006-2007
Provided technical hands on and remote support for 200 users using
Desktops, Laptops and Citrix terminals. Managed Altiris Deployment server
for Application Deployment, Patch Compliance, Asset Management and machine
imaging.
IT MANAGER/NETWORK TECHNICIAN
DIAMOND SOFA COMMERCE, CA 2004-2006
Accountable for leading team of 3 in testing, analyzing, troubleshooting
and reconfiguring Servers, Laptops and Desktops for Sales, Purchasing,
Accounting Departments. Designed catalog sheets, flyers and mailers for
marketing purposes. Responsible for warehouse inventory. Developed SQL
based inventory system. Provided training in all levels to personnel.
TECHNICAL SUPPORT/FIELD SERVICE TECHNICIAN
STEPONE SOLUTIONS BURBANK, CA 2003-2004
Provided Field Technical Support for 100+ accounts in troubleshooting,
upgrading and installing hardware, software and point of sale systems.
TECHNICAL SUPPORT/HELPDESK
BRITISH PETROLIUM/PAYPOINT LOS ANGELES, CA 2001-2003
Provided phone support in a call center for over 1500+ end-users with an
average of 80-110 calls per day ranging from Desktop to Network issues,
software and hardware.
EDUCATION
COMPUTER EDUCATION INSTITUTE 2000-2001
Completed Computer Networking Program, Computer Systems Repair, A+
certification, Novell Netware certification.
INSTITUTE OF COMPUTER TECHNOLOGY 1998-2000
Associate of Arts Degree in Office Management
References available upon request
Contact this candidate