Customer Service Software

Phillip Contreras - *** E Glendale Crowley, Texas 76036

Phone: 817-***-****

E-mail: abj6rv@r.postjobfree.com

Objective: To obtain a Full-time position as a PC/Network Repair Technician

Qualifications

8 years IT experience in the lender services industry, which specialized in

collateral protection insurance.

Strong interpersonal, technical and communications skills

Ability to configure, troubleshoot, repair, and perform routine maintenance

of Intel based, Windows PC/laptops.

Proven ability to perform software and hardware upgrades along with having

confident understanding of UNIX, Windows

XP, Vista and 7 operating systems

Understanding of Microsoft application software and support.

Excellent ability to work in a fast paced environment and take direct

orders from superior and strong desire to grow within the company

Professional support for corporate administrative users of Windows PCs,

laptops, and hand-held devices

Strong ability to coach/train users one-on-one and in groups regarding

effective use of PC hardware and software in a Windows environment.

Evaluate and implement new PC software for user departments

Provide day-day support for printers, copiers, automated signature machine

and fax machines.

Work with vendors and other secondary support

1 year working in the Airport industry at DFW International Airport

supporting the Airlines as a Information Systems Technician.

Ability to use and operate Airport Systems and Software with ARINC's

leading Multi-User System Environment (MUSE ) technology that allows many

airlines to share the same gates and desks through a common workstation,

maximizing airport operations efficiency.

Ability to use Airline and airport self-service kiosk with IBM's kiosks

feature the Common Use Self Service Standard (CUSS)

Technical Skills

MS-DOS, Windows NT 4.0 Workstation and Server, Windows

Operating Systems: 95 and 98, 2000 Professional, XP Professional, Windows

Vista, Windows 7. Microsoft Windows Server 2000,

2003. UNIX, SCO UNIX, HP-UX, Linux.

Microsoft: Office suite1995/1997/2000/2003/2007 Pro,

Software: Visio, Project, Live Meeting, SharePoint, FrontPage

98/2000/2003, Internet Explorer, Active Directory,

Exchange server 2003, 2007,2010

Adobe Applications: Acrobat, Photoshop, Illustrator,

In Design, Flash

Call Tracking: Track-It, Remedy

Antivirus: Symantec, McAfee, AVG

Email: Microsoft Outlook, Express

ACD/Call Recording: Oaisys Netphone

Remote System Management:Windows RDP, Pc Anywhere,

Citrix ICA Web Client, DameWare

Imaging:Symantec Ghost, PowerQuest,

Other: Financial Reporting applications Crystal

Reports 9 and IX, ), PASS Reports, SunGard EAS/Biznet,

iMuse.

Integrated Microsoft Visual Studio 2005, 2008, 2010, GNU General

Development Public License for programming - Dev-C++,

Environment (IDE) Sharp-develop

Programming Intermediate coding and design with Visual Basic,

Languages: Visual C++, Visual C#, HTML, JavaScript, Batch file

scripting and editing

Database: Basic knowledge of SQL syntax for MySQL, SQL Server,

Access, IBM Informix.

Network: TCP/IP, DHCP, DNS, VPN, FTP, WAN, LAN, WAP

Hardware: Servers (Dell Power Edge, IBM x series blades, HP,

Clearcube pc blades), HP/DLT tape drives, Switches,

Hubs, Fiber-optic cabling, Cat 5/5e/6 cabling, Dell

laptops and desktops, Blackberry phones,

HP/Dell/Lanier laser Printers/dot matrix Printers.

IBM Airline and airport check-in kiosk - Common Use

Self Service Standard (CUSS).

Business skills:

Business: Ethics/tolerance, problem solving,

written/oral communication, collaboration and project

leadership.

Education:

UNIX Certification: 10/2003 UTA Arlington, TX, Completed UNIX course from

the University of Texas Division of Continuing Education.

PC Diploma - 1/2001 Distance Education, Atlanta, GA. Completed the Personal

Computer training course from PCDI a distance learning institution that is

an accredited member of the Distance Education and Training Council DETC

Tech College - 8/1997 - 9/1998 (TSTC)Texas State Technical college West

Texas, Brownwood campus. Some College Course work Completed 1 year of

college in a technical school.

Diploma - 5/1997 Brownwood, TX Graduated From Brownwood High School.

PROFESSIONAL EXPERIENCE

DFW Airport - DFW Airport, Texas June/2009 -

Present

Information Systems Technician

Support for all DFW Samsung Flight Information Displays (Fids) and Bids,

Gids, Rids Monitors. All included replacing bad monitors that have been

burned out due to consistency of being on 24/7 and ones that had bad mura

spots on them. Replace multi video expanders and cports when needed.

Maintain hardware/software support for all Server blades, PCs and BTP, ATB

and HP Printers. This includes weekly preventative maintenance on all

systems in the Airport terminals and replacement for broken or troubled

printers. Re-imaging Server-blades and dell optiplex series computers.

Maintain hardware support and maintenance for all Clear Cube pc blades in

chassis mounted in racks located in Communication rooms. Remove, Replace

or add RJ-45 cables from ports in Cisco Catalyst switches, and panduit

patch panels when needed.

Perform routine Kiosk support for all Terminals and Customer service

support. Support included replacing hardware, paper, recalibration on

touchscreens and resolving connectivity issues when out of service.

Helping agents and passengers with credit card troubles and boarding passes

when needed.

Respond to end user trouble tickets from AMS Help desk and close out

tickets within SLA times with Blackberry Hand held device. Problem solve

Issues from end users with connectivity, workstations, bagtag and boarding

pass printers and backdrop monitors. Support check-in areas, back offices,

boarding gates, and bag belt stations.

Inventory updates on all DFW equipment on a weekly basis. Updates

consisted on visual verification of serial numbers and asset bar codes.

All add/remove/changes updated in Remedy Asims inventory application for

Management to present to DFW along with Service Level Agreement reports and

statistics.

State National Company - Fort Worth, TX February 2001- February 2009

PC/LAN Technician

Remote Support: Provided remote support to users in remote offices.

Details included software installation/configuration/troubleshooting,

network connectivity, file access rights, drive mapping, logon scripts,

virus issues, remote connectivity (VPN, Citrix); password resets.

Participate in weekly after-hours support with desktop support phone

rotation. Document IT processes/procedures and to update info to desktop

support intranet site. Manage major outages and contact customers when

these are resolved.

Desktop Support: Install/configure/troubleshoot hardware and software for

desktop users; image machines (Dell Optiplex series workstations and

Latitude series laptops); replace toner and troubleshoot HP/Dell printers

and brother fax machines; repair/replace computer hardware through

troubleshooting, trial & error, and diagnostics; manage/repair checkout

equipment (projectors, laptops, Blackberries); ensure that current end user

devices meet or exceed corporate standards and that all devices connecting

to the network are running the most current image/software releases

Virus/spy-ware detection/removal: Provide support. Manual removal of

infected files through the use of various tools.

User account management in Active Directory: Create new user accounts;

disable termed employee accounts and archive mail file; complete name

changes; group membership; password issues

Blackberry issues: Enterprise activation/setup and troubleshooting; BES

server; Blackberry applications

Worked with accounting team on financial applications for a 3 month period.

Duties included: installation of SunGard EAS/Biznet Software.

Installing/changing Crystal Reports full versions and viewers. Testing the

software applications, and quality control testing of reports.

Network Operations - Computer operator - Ran batch production jobs on HP

UNIX, SCO UNIX, and Windows 2003 servers. Ran SQL queries against database

to verify processes that were to be scheduled to run every night. Duties

included: execution of IBM Informix programs to update loans into the

system. Sending and receiving of Credit Union Premiums and Auto bills via

telnet and remote transmissions on SCO UNIX System. Policy printing and

archiving execution on 2003 Servers.

Installed Dell/HP Servers and Switches with network team when needed.

Helped with cat5 cabling in server room under tiles and in Panduit patch

panel racks.

Checked UPS power backups daily to insure computers and servers would be up

in case of major outage.

Printed and distributed policies, notices, and other production reports.

Ran month end batch print jobs on HP-UX system and distributed reports to

all departments in company.

Backed-up UNIX servers nightly and maintained backup tapes and tape drives.

Managed and prepared all tapes from tape vault sent weekly and monthly to

be sent to off-site storage facility.

Checked and documented key production control statistics. Managed and

logged all incoming media files from EDS, Fiserv and other clients such as

CD's, diskettes, 3480 tapes and email attachment files from customers to be

processed into database.

Provided routine maintenance and support for laser printers. Performed

other routine production/distribution tasks.

Contreras Concrete and Foundations - Brownwood Texas

August 1996 - January 2001

General Contractor/Construction Worker (family owned)

Produced concrete foundations for new homes and local businesses

Bid on jobs with my dad and assure great customer service.

Pour and finish concrete structures such as storm drain systems, sidewalks

and curbs and gutters.

Construct wood and metal forms for concrete construction projects.

Break up and dig out existing concrete structures for repair and

reconstruction.

Construct and repair brick and concrete block walls and structures.

Identify areas needing concrete or masonry repair and take corrective

action.

Mix concrete by hand and use power driven mixers as required.

Lead and assist others in a variety of concrete related work.

Make routine and emergency purchases at lumber yards and home improvement

stores as required to complete projects.

Operate and perform routine maintenance on compressors, jackhammers, cement

mixers, concrete saws and related equipment.

Perform related duties as assigned.

Contact this candidate