Customer Service Software

** ******** ******** **********, ** *****

860-***-**** . ********@*****.***

Gustavo l duran

objective

Find a well-established Company that I will be able to grow

my skills within the I.T field.

Work of experience

06/09 - 03/10 Ingenix

Rocky Hill, CT

Customer Support

. Software support

. Onyx and Quality Center ticket tracking system

. Webex remote to PC

. FTP client setup

. Managed Software updates

. Claim discrepancy

. Software Training

. Software testing

. Support error codes

. Customer contact. Phone or Email

. Login resets

. Upgrades and fresh installs of various software

. High volume phone support

06/08 - 04/09 (company closed) Finlay Enterprise

Milford, CT

Help Desk Analyst

. Microsoft office support

. Service Desk ticket tracking system

. PC anywhere remote to PC

. Team Viewer remote to PC

. Diagnosing Juniper network VPN client

. High volume help desk, support over 200 branches

. Support of over 100 end users

. Diagnosing computer issues, hardware and software problems.

. Quality assurance of computers, printers, mobile cards and, wireless

routers

. Troubleshooting Xstores POS issues

. Active directory support. Password reset, new accounts and,

permissions.

. Installation and training of various software

. Installation of McAfee security.

03/08 - 05/08 Corp I.T / Ann Taylor (contract)

Milford, CT

Help Desk Representative

. Diagnosing POS issues

. Track-IT ticketing system

. Dameware remote to PC

. Cisco Telephone software

. Symbol PDT Diagnose and software updates

. High volume help desk

. Troubleshooting network

. Diagnosing computer issues

9/06- 9/07 I.Q Technologies

Cheshire, CT

I.T Client Support Specialist

. Managed clients active directory

. Trained new clients on various software

. Setup new clients with FTP

. Trained employees on new software

. Tested new software for clients

. Communicated with developers on tested software

. Troubleshooting networks

. Level 1 cisco support

. Diagnosing computer issues

8/05-8/06 Anthem Blue Cross Blue Shield

North Haven, CT

Medicaid Customer Service Representative

. Adjusted medical, vision and, dental claims.

. Follow up with providers regarding unpaid claims.

. Sorting all faxed claims.

. Followed up with lost payments

. Responsible for billing and enrollment

. Analyzing claims for errors.

11/04-5/05 Hollister

Meriden, CT

Assistant Store Manager

< Managed 108 employees

< Responsible for training all new hires

< Responsible for all human resource paperwork

< Took care of all payroll

< Responsible for making out weekly schedule

< Staying on top of all floor changes on a weekly basis

8/04-11/04 Best Buys

Meriden, CT

Computer Technician

< Responsible for diagnosing any problems with computers

< Responsible for upgrading computers hardware and or

software

< Maintaining all computers in the building

< Communicating verbally and documenting all problems

< Setting up networks wired and wireless

< Setting up new e-mail accounts

< Setting up user accounts

< Troubleshooting networks

education

2004 Branford hall career institute

Southington, CT

< A+ Certification completed on 3/04 for hardware and software

LANGUAGES

English and Spanish.

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