Customer Service Technical Support

Aline Gosso Customer Service & IT Specialist

*** ****** *** ******* # **** Centers ( Online Support ( IT Help Desks

1G Staten Island, NY

10301

Home: 718-***-****

Cell: 718-***-****

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

Key Skills

Excellent verbal and

written communication

skills in English,

French and Spanish

High level understanding

of telecommunications,

wiring,

hub/switch/routers,

server environments and

storage

Expert knowledge of

networking concepts

including Internet

functionality, TCP/IP,

DHCP, DNS and VPN.

Experience with Call

Center Operations,

troubleshooting, problem

solving techniques,

reports and

documentations

Expert customer service

provider handling user

complaints with the

highest level of

professionalism.

Experienced in

developing communication

content and materials,

producing and

maintaining web-sites,

including design

aspects.

Programming Skills:

VB

C#

SQL

Mission Statement

Strive to exceed

employer expectations in

a fun working

environment and solve

the unsolved

innovatively.

Education

College of Staten Island, CUNY - New York (2005-2011)

B. S. in Computer Science, minor in Economics

University of Caen, Basse-Normandie - France

(1997-1999)

Foreign Languages Applied to Business (

English/French/Spanish)

Language Immersion program in Spain (Las Palmas)

Professional Experience

Unicef, UNITED NATION

Global Help Desk Analyst, 03/10-present

Assist the New York Headquarter and field offices in

190 countries with high level Desktop/Help Desk

troubleshooting and technical support in English,

French and Spanish, providing support for

applications, server, and network. Follow up mail

replication status of each country. Lead contact

between GHD-Tech and Production, Messaging, QA on

specific issues involving GHD-Tech. Maintain IT

operations and facilitate restoration of operational

services. Organize internal meetings to guarantee

that procedures are being followed. Populate and

maintain information in the IT knowledge base.

CUNY Research Foundation

Help Desk Analyst, 02/07 to 03/10

Provided technical support to employees of the New

York City Department of Health and Mental Hygiene

assisting with account maintenance using

administrative tools like Active Directory, desktop

management, monitoring the network for system

crashes, slow-downs and performing data recoveries.

Time Warner Cable

Broadband Specialist 09/06-02/07

Provided tier two technical support in high-volume

call centers handling an average of 35 calls/internet

inquiries daily. Also in charge of troubleshooting,

resolving hardware, software and voice/data

communication systems issues, escalating calls when

appropriate. Processed high volume of requests for

new services, billing, upgrades, downgrades and

transfer of services.

CUNY Research Foundation

Computer technician, 03/06-09/06

Provided networking/desktop support to employees of

the New York City Department of Education performing

software/hardware installation, technical

troubleshooting, computer laboratories imaging with

responsibility for the documentation, escalation,

resolution and closure of trouble tickets.

Wild Edibles

Assistant-Manager, 11/98-03/06

Provided disciplined leadership including setting

clear expectations and holding the team self

accountable for results. Managed performance of sales

associates, measured by appropriate performance

reports, internal promotions, training completion,

and survey results.

[pic]

Contact this candidate