Roberto Negron

**** ******* ****** ***** ***** Florida 33634

Telephone: 813-***-**** E-mail: abkeff@r.postjobfree.com

KEY SKILLS

. Help Desk and Desktop Support

(6 years)

. Hardware, Software and Printer support

(6 years)

. Excellent communication and end user skills.

Certifications:

. A+

. Network+

Education:

. Hillsborough Community College: Associate in Science; Network

Services Technology with Cisco Option.- 2005

. Cisco Systems Network Academy-2005

EXPERIENCE

FLO Customer Support Analyst

January 25 2010 to August 20 2010

InterMetro Industries - Flo Products Division

. Provide technical support for escalated issues concerning Flo

workstations, WOWs, and all related products.

. Use Microsoft CRM to document all client interactions in a clear and

concise manner; write case reviews concerning completed cases

. Utilize Oracle Order management software to track all new orders and

corresponding RMA's

. Provide exceptional Customer Service skills by using excellent

telephone, listening and communication skills

. Clearly answer all user questions regarding system errors and provide

usage instruction in a timely fashion

. Utilize excellent verbal and written communications to deal with

continual interaction with external and internal customers.

Communication may be done over the phone, in person and in writing.

Infrastructure Support

April 27th 2009 to August 24, 2009

Acclaris

. Provide technical support for escalated issues concerning end user

workstations and all supported software.

. Cisco VPN client installation and support for remote users

. Assembled/disassembled computers, maintained and upgraded computer

hardware/software

. Install, configure, and troubleshoot Workstations using Windows XP

. Configure e-mail clients and provide Outlook support; set up .pst

folders

. Norton Endpoint Protection configuration and support.

. Patch management, security and anti malware updates.

. Support escalated issues that are presented to desktop support, and

use research and my troubleshooting skills to quickly diagnose and

resolve problems.

. Able to manage time effectively while identifying and prioritizing

escalated issues.

. Able to escalate issues to a team leader or manager as appropriate.

. Responsible for adhering to established metrics and objectives which

include case management, written communication, training development,

and quality analysis.

. Document all client interactions in a clear and concise manner; write

case reviews concerning completed cases.

. Network administration and troubleshooting

. Add additional phone jacks to network closet to increase VOIP

connections then set up new phones for users.

. Printer configuration, support and troubleshooting.

. Create instructional documentation using print screen and detailed

instructions that can be made available to users to help them to step

by step resolve issues on their own if necessary.

. Utilize excellent verbal and written communications to deal with

continual interaction with external and internal customers.

Communication may be done over the phone, in person and in writing.

. Proactively made recommendations to implement improved processes.

EVS-MMS/Encoder Monitor & Support

February 11th 2009 to March 20th 2009

Nielsen Media Research Inc.

. Provide Level one support of Nielsen's Electronic Video Signal

receptions.

. Use Remedy call tracking software to track and document in depth

information regarding EVS signal failures and the procedures used to

resolve them.

. Use Unix Telnet Software to trouble shoot and analyze signal failures

from Media monitoring stations and try to correct any issues.

. If unable to resolve signal failures using level one procedures,

responsible for assigning trouble ticket to the appropriate MMS

Support Technician.

Service Desk Specialist

September 8th 2008 to December 31st 2008

Smith & Nephew Wound Management

. Provide Level one and Level Two support to users in a Helpdesk

environment.

. Execute daily operation of email, phone and personal technical support

to a global sales force with users in Canada, Puerto Rico, the UK and

Nationwide with a very small team using remedy ticket management

software.

. Blackberry support

. Utilize Altiris Asset Management software to remotely install

applications.

. Utilize Carbon copy or NetMeeting to remotely connect to and assist

user with trouble shooting.

. Network administration and troubleshooting

. Printer configuration, support and troubleshooting.

. Trend Micro Anti Virus configuration and support.

. Patch management, security and anti malware updates.

. Add and delete users in Active Directory.

. Passwords resets in Active Directory.

. Cisco VPN client installation and support for remote users

. Assembled/disassembled computers, maintained and upgraded computer

hardware/software

. Configure e-mail clients and provide Outlook support; set up .pst

folders.

. Utilize Remedy call tracking software to track and document in depth

information regarding client calls.

. Stay up to date with the necessary knowledge of the S&N computing

environment.

. Maintain a strong sense of urgency when working to solve end-user

issues.

. Provide exceptional Customer Service skills by using excellent

telephone, listening and communication skills

. Clearly answer all user questions regarding system errors and provide

usage instruction in a timely fashion

. Strive to minimize downtime by rapidly diagnosing and resolving

problems.

. Consistently maintain a high level of teamwork and communication with

my peers.

Tier 2 Technical Support Technician

December 2007 to August 30th 2008

Nielsen Media Research Inc.

. Provide technical support for escalated issues concerning end user

workstations and all supported software.

. Cisco VPN client installation and support for remote users

. Assembled/disassembled computers, maintained and upgraded computer

hardware/software

. Install, configure, and troubleshoot Workstations using Windows XP

. Configure e-mail clients and provide Outlook support; set up .pst

folders

. MacAfee Anti Virus configuration and support.

. Patch management, security and anti malware updates.

. Support escalated issues that are presented to the Service Desk, and

use research and my troubleshooting skills to quickly diagnose and

resolve problems.

. Able to manage time effectively while identifying and prioritizing

escalated issues.

. Able to escalate issues to a team leader or manager as appropriate.

. Responsible for adhering to established metrics and objectives which

include case management, written communication, training development,

and quality analysis.

. Document all client interactions in a clear and concise manner; write

case reviews concerning completed cases.

. Network administration and troubleshooting

. Printer configuration, support and troubleshooting.

. Utilize excellent verbal and written communications to deal with

continual interaction with external and internal customers.

Communication may be done over the phone, in person and in writing.

. Proactively made recommendations to implement improved processes.

Computer and Network Support Technician

November 2005 to December 2007

University of South Florida, Shimberg Health Science Center Library

. Desktop support to students, faculty and staff with Microsoft Office

2003 and an array of other programs.

. Maintain and support computers, servers, and other devices in the

department.

. Network administration and printer support.

. Install, configure, and troubleshoot Workstations; Windows XP, and MAC

OSX

. Set-up e-mail clients and Outlook support

. MacAfee Anti-Virus configuration and support.

. Patch management, security and anti malware updates for entire system.

. Regular maintenance, backups and updates to the department systems.

. Skilled in easily conveying complex technical issues to the average

user.

. Instrumental in helping familiarize other staff members with shortcuts

and tips that help in the day to day use of their computers.

Computer and Network Support Technician

November 2004 until November 2005

Hillsborough Community College, Dale Mabry Computer Science Department

. Maintained and supported over 400 computers, servers, printers and

other devices in the department.

. Provided Desktop support to students, faculty and staff with Microsoft

Office 2003 and an array of other programs.

. Designed, installed and documented CAT5e cable expansion to new

classrooms.

Setup and troubleshot new computer systems in classrooms including

"Ghosting" with Symantec Ghost 7.5.

Contact this candidate