Customer Service Software

CESAR SANTOS

OBJECTIVE:

Seeking a challenging position with stable company that would utilize my

skills and offer growth.

SKILLS:

Typing 45+ wpm, I'm dependable, bilingual English, Portuguese, Spanish, MS

office suite/NT workstation-server, support remotely, Visio/Remedy/Lotus

R5/R6/MS Exchange/Active Directory/network printers/Windows

9/98/2K/XP/Vista/Mac, Network Administration,

installation/setup/troubleshoot hardware/software issues.

OTHERS:

Excellent verbal and written communication skills

Honest, punctual, self-motivated, and respectful

Excellent service

Great Customer Service

PROFESSIONAL EXPERIENCE:

American Honda Motors/NG/Neutrogena-Johnson & Johnson (EDI/IBM)

10/05 to 07/2010

Network Support Administrator assistant coordinator and desktop support

. IMAC tech lead/Break Fix, I have supervise between six and ten employees;

I supervise all incoming tickets for SRM and work with ITSM

troubleshooting either remote or by visit customers.

. Perform remote troubleshooting via Remote Access Connection and Citrix.

. DRS Active directory network assistant administrator, back up servers,

direct calls for SRM/ITSM using remedy call tracking system.

. Install, configure, maintain, and upgrade software applications on

Windows 2000/XP/Vista all Pro version

. Installation, setup, support, analysis and update of software Windows

NT/2000/XP/Vista/Visio/Lotus Notes R5/R6/Anti-Virus/IE/Network Clients,

etc.

. Performing tuning of PC hardware and software

. Answer Help Desk phones, Troubleshoot PC hardware and software problems,

Interact with end users, Inventory of all PC equipment, System Imaging

Using Symantec Ghost.

. Install, configure, maintain and test computer hardware, software and

peripheral equipment

. Resolve major hardware and software incidents with customers

. Troubleshoot technical issues over the phone with users

. Perform administration/installation/configuration and troubleshooting

with Microsoft Office Suite (Word, Excel, PowerPoint, Access, Project,

and Outlook).

Shiners' Hospitals for Children

11/04 to 10/05

Network Computer Coordinator.

. Installed, setup, troubleshot printers, laptops, pc's, and via PC

Anywhere net add, server, PDA/BB, NT administrator

. Installed network printers at server and on site for users

. Troubleshoot technical issues over the phone and on site with users

. Participate in PC installation and upgrade projects

American Honda Motors, CompuCom, Logicon, (Northrop Grumman)

05/02 to 11/04

Desktop Support and Field Engineer

. Tech lead for IMAC for a project group, Break Fix department, supervise

between four and 10 employees

. Perform and resolved remote tickets using PC Anywhere

. Active directory junior network administrator, back up servers, direct

calls for IMAC/Brake fix remedy tickets.

. Install, configure, maintain, upgrade software applications on Windows

2000/XP

. Installation, setup, support, analysis, update of software (Windows

NT/2000/XP, Visio, Lotus Notes, Norton Anti-Virus, MS Internet Explorer,

Network Clients, etc.)

. Answer Help Desk phones, Troubleshoot PC hardware and software problems,

Interact with end users, Inventory of all PC equipment, System Imaging

(Using Symantec Ghost)

. Install, configure, maintain and test computer hardware, software and

peripheral equipment

. Help troubleshoot technical issues with customers over the phone

. Participate in PC installation and upgrade projects

. Perform installation, configuration and troubleshooting with Microsoft

Office Suite (Word, Excel, PowerPoint, Access, Project, and Outlook).

A+, MCP, MCSE, CCNA

06/02 to

03/03

Professional Career Institute

School attendee for A+, MCSE, CCNA

Leiner Health Products-Volt

05/02 to 06/02

Helpdesk/PC LAN Tech

. Supported 500 users+, help customers troubleshoot issues over the phone

. Installed-setup-troubleshot, VPN, printers, laptops, pc's, network

additions, server backups, NT administration, network setup, Microsoft

Office Suite issues

. Educate customers how to handle computers issues and who to contact etc.

. Increased customers service satisfaction by handling customers request

and teach them to be organized regarding IT issues.

Kaiser Permanente. (Astrowix)

08/01 to 11/01

Desktop Software Technician

. Interviewed Doctors, Nurses and general users for hardware and software

needs for rollout upgrade.

. Installed-setup-troubleshot printers, laptops, pc's, software

applications, network additions, server backups, and Network junior

administration assistant

. Inventory software for different departments needs.

. Each doctor needs a very unique software and installation procedure like

cardiologist etc.

Harte Hanks Shoppers, Tek Systems

12-00- to 04-01

Desktop Engineer- Network Support

. Supported over 1,200 users

. Installed-setup-troubleshot printers, laptops, pc's, network additions,

server backups, NT administration, network setup, Microsoft Office Suite

issues

. Software tested for windows 95, 98, and NT 4.0 server and pc.

AHM (American Honda Motors) (Northrop Grumman)

02-00 to 12-00

Field Engineer/Break fix/IMAC support

. Perform remote troubleshooting using PC Anywhere

. Install, configure, maintain, and upgrade software applications on

Windows 98/NT/2000

. Installation, setup, support, analysis and update of software (Windows

98/NT/2000, Visio, Lotus Notes, Norton Anti-Virus, MS Internet Explorer,

Network Clients, etc.)

. Answer Help Desk phones, Troubleshoot PC hardware and software problems,

Interact with end users, Inventory of all PC equipment, System Imaging

(Using Symantec Ghost)

. Resolve major hardware and software incidents with customers

. Perform installation, configuration and troubleshooting with Microsoft

Office Suite.

. Remote with PC Anywhere, installed all variety software for American

Honda Motors, installation manual or via radia server, support users

with VPN.

Inacom-20th / Century Fox

04-99 to 02-00

Desktop Support and LAN Technician

. Installation-setup-troubleshooting for printers, laptops, pc, laptops,

network additions, server backups, NT administration, GroupWise, support

the executive building only.

. Dedicated only for the VP building and other important persons for FOX

. Support via phone or in person for over 5,000 users and VPN support

. Customer satisfaction increased because call level drop by fifteen

percent (base on weekly meetings)

Leiner Health Products-EDP services

01-99 to 04-99

Desktop Support and LAN Technician

. Installation-setup-troubleshooting for printers, laptops, pc's, network

additions, server backups, Network Admin Support, GroupWise, support the

executive building only.

. Support 500 users plus, installation, setup, troubleshoot for network

printers, laptops, desktops, add pc, printers to network, backup core

server, Macintosh server.

. Junior network administrator, network setup accounts, software

installation, customer satisfaction increase due to great customer

service.

US BORAX-EDP services

08-98 to 01-99

Field Technician

. Perform phone and desktop support for more than 300 users per site

. Upgrade more than 600 PC's from Windows 95 to Windows NT.

. Installation and support for Lawson, oracle, vantive, kronos, PC

Anywhere, win fax, office 97

. Rebuild and reimage PC's

Apply Technology Associates (Los Angeles Air Force)

09-96 to 08-

98

Microcomputer specialist/Desktop Support

. Perform phone and desktop support for more than 300 users per site

. Support 3000 plus users with remedy tracking system.

. Installed, troubleshoot and configured desktops, laptops and printers.

. Image new computers; reimage those with bad hard drives, and adobe

issues.

. Support by phone, install and repair vpn issues as well.

Sulcus Computer Corporation (Squirrel Computers)

02-93 to 09-

96

Computer support/field operations

. Perform phone and desktop support for more than 3000 users

. POS system support, helpdesk and remote support by phone

. Increase customer satisfaction by giving a great customer service and

call when down thirty percent

. Troubleshooting flat touch screen monitors and giving support as well for

PC's and wireless touch screen

. Support and troubleshoot network and local printers, scanners.

. Customer support for Los Angeles, Cathedral city, Santa Barbara, San

Diego, and Las Vegas

EDUCATION:

Computer Learning Center

Computer Electronics-

Technology

Graduated with perfect attendance GPA 3.4

Professional Career Institute

Certified as A+

MCP Professional

Graduated with perfect attendance GPA 3.8

REFERENCES AVAILABLE UPON REQUEST

14810 Halldale Avenue Apt. 8

Gardena, CA 90247

310-***-**** Celular

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

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