Customer Service Technician

Alfredo Miranda *** Green, West Palm Beach, FL ***05, United States

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*******.*******@***********.*** . Cellular 561-***-****

Summary

Computer and Network Support technician with over 12 years experience

providing technical assistance to business professionals. Demonstrated

abilities to integrate computer skills, customer support experience and

related education to exceed technical, business and customer requirements.

Skilled at troubleshooting and fixing problems, while minimizing customer

stress levels. Fluent in English and Spanish languages. Comptia A+, DCSE

and Sony Certified.

Areas of Expertise

Demonstrated ability to meet the needs of patrons, dependable, hard

working, reliable, and punctual. Recognized for long hours, commitment to

customers, attention to detail, professionalism, and follow-up. Met or

exceeded all performance goals to date. Developed and implemented improved

policies and procedures, resulting in improved efficiency and productivity.

Effective management, technical, and supervisory skills. Troubleshooting in

HP Pavilions Laptops and Desktop, Printers laserjet,deskjet and officejet,

HP Blades and Proliant Servers fro over 6 years

Experience

Nexicore Services, Tampa, FL

2010 to 2010

Computer Technician

Perform in-store warranty service for Office depot store in Guaynabo,

Puerto Rico.

Repaired, serviced and replaced parts, boards and equipment for Dell,

Compaq, Toshiba, HP and IBM computers. Performed troubleshooting of

desktops, servers, Laptops and peripheral equipment, identifying problems

and providing solutions. Installed and gave technical training in Office

Depot Store in Guaynabo.

.Implementation of Computer Repair Depot Pilot in Office Depot Store in San

Juan, Puerto Rico.

.Developed solutions as part of quality management team.

.Developed ideas for new strategies in the implementation of the program.

.Developed highly successful sales strategies and corporate identities.

.Effective in stressful situations.

.HP Laptops and Desktops Troubleshooting

.HP Officejet,Laserjet and Deskjet installation and Troubleshooting

.HP Blades and Proliant Servers

Confide Solutions, Guaynabo, PR

2003 to Present

Field Network Engineer

Provided network diagnostics, maintenance, repair, troubleshooting and

implementation services to

a variety of local businesses and organizations. Set up and networked

computer hardware and peripheral devices for nonprofit organizations,

private school systems and Businesses in general. Designed and deployed

network security solutions, including firewall configuration for local area

networks. Maintain Existing Networks and detailed project plans to build

new networks according to specifications and requirements. Detected

malfunctioning of network and made required changes Responsible for the

troubleshooting of network ports and maintenance of cables and LAN.

.Implement a new infrastructure for AT&T with twelve servers, including 1

exchange two file servers and

Domain Controllers, with 350 clients.

.Participated in field installations, engineering and customer support

.Performed software and mechanical upgrades

.Performed network integration and system tests

.Diagnosed application errors and network connectivity problems

.Handled all data imports and scrubbed data from all external sources

Global Services of Puerto Rico, Guaynabo, PR

2000 to 2003

Network Technician

Assisted financial and office personal of the Santander Bank with Hardware

and Software problems

Provided troubleshooting and owned desktop and Network issues to

resolution. Performed maintenance

of personal computers and peripherals Equipment, identifying problems and

finding appropriate solutions.

Installed Operating systems and applications, and conducted technical

training. Maintained existing networks and detailed project plans to build

new networks according to specifications and requirements. Provided network

consulting and support for over 400 clients in Puerto Rico and Florida.

Installed, configured, and trained clients on use of firewall products.

Quickly learned numerous applications and network designs.

.Build, maintained, and repaired computers systems to improve speed,

reliability and efficiency of

operations.

.Recommended wide variety of technical solutions in order to improve

productivity, including Thin Clients

and spam filters.

.Developed reputation for commitment to continuous improvement in the area

of technical support.

.Prototyped systems upgrades for identifying potential problems and learned

to operate and troubleshoot

new systems.

.Successfully implemented and administered support for over 200 Compaq,

Dell, and HP servers.

.Increased reliability via setup and configuration of Windows 2003 and 2000

Active Directory, Terminal

Services, T1 Lines, IAD, Cisco routers, DNS, WINS, DHCP, MS Exchange and

SUS.

.Performed full system tape backups and emergency tape recoveries

.Performed hardware and software support and installation

.Participated in field installations, engineering and customer support

.Managed support system engineers performing on-site customer service and

maintenance

.Diagnosed hardware problems with modems, printers, cables, or telephones

.Performed network integration and system tests

.Diagnosed application errors and network connectivity problems

.Configured and enhanced network performance

Education

Interamerican University, San German, PR 1992

B.S., Computer Science

KAPLAN University, Tampa, FL 2010

B.S., Network Management

Additional Skills

.System Administration

.Disaster Recovery

.HTTP

.Cable DOCIS

.HP Network Devices

.E-Business

.IPSEC

.CSU/DSU

.ISO/OSI Layers

.LLC(802.2)

.T1/T3

.Setting Up Hubs and Workstations

.Storage Area Networks (SAN)

.Switches and Hubs

.System Disaster Recovery

.ck Plans

.Software Installation

.System Integration

.Virus Prevention

.Active Directory

.Group Policy

.SAN/NAS/CAS Global Technical Support

Affiliations

Member, ACM, San Juan,PR, 2000

Member, ICCA, St. Louis, 2004

Licenses

A+ Technician, CompTIA, San Juan,PR, 2000

Training

VSphere 3 Training, VMware, Online, 2008. Train in the implementation of

Vsphere as a Disaster Recovery Plan for a Virtual Infrastructure.

Contact this candidate