Customer Service Engineer

**** ***** ****** *** ******* CA ***** 323-***-****

****.*.*****@*****.***

LUIS SERNA

**/** - **/**** ****.com - Los Angeles - Ca

Professional

Experience:

Customer Support/ Technical Support - Call center

Assist customers via telephone, email, chats

troubleshooting, recommending, resolving, documenting, and

distributing relevant technical information.

Answer general service inquiries and handle any billing

issues.

Took orders and processed credit card payments.

Tracking Order Shipments

Assist customers private label internet installation and

configuration on windows and Macintosh platforms

troubleshoot technical issues.

Provide setting and help set up 3 party clients Outlook

Express, Outlook and other Clients.

Assist on VoIP products windows app and phone device

configurations.

Assist Routers open ports, Firewalls via remote client.

11/02 - 03/04 Air Serv Corporation -

Los Angeles- Ca Customer Service Ticketing:

Inspection of proper documents such as identification,

boarding passes.

Verify passenger's baggage provided information to

customers.

6/00 - 11/02 Globe Airport Security Serv / Argenbright

Security Inc. Los Angeles-Ca

Checkpoint Supervisor:

Coached and managed 15-25 Agents and ensured the performance

and training of personnel.

Maintain Daily logs, employees break an lunch.

Utilized electronic detection and imaging equipment.

Perform Daily calibration on equipment and employees

testing.

Ensure safety of all passengers and cargo through clearance

check

9/99-6/00 Screener/CTX Operator:

Provide and ensure frontline security and protection of air

travelers.

Ensure safety of all passengers and cargo through clearance

checks.

Used diverse, cutting edge electronic detection and imaging

equipment.

Promoted Supervisor

Education 02/02 - 12/04 Westwood College Long Beach - Ca

Associate Degree Network Engineer

SKILLS

Strong communication skills including verbal and written

Bilingual English/Spanish fluent verbal and written.

Microsoft Office 97/2000/XP, Excel, and PowerPoint

Proprietary Database system

Outlook 98/2000/2003 /2007

Manual virus removal, rogues, and malware.

Remote assistance via team viewer

PC Optimizations

Advanced knowledge Installations, configurations and

troubleshooting of software, hardware and related

peripherals.

Install, configure, troubleshoot and administer Windows

98/2000/XP /Vista /Windows 7/2000 Server Active Directory.

Knowledge of DNS, WINS, DHCP, HTTP, NFS, FTP, Telnet.

Implementing polices for creating and managing of user

accounts.

Linux Red Hat 8.0

LAN/WAN Networks

Network Security Systems

Cisco Internetworking

References References are available on request.

Contact this candidate