Customer Service Project

Luis García

**** *. ********** **.

Brownsville, TX 78526

512-***-**** ***********@*****.***

EDUCATION

The University of Texas at San Antonio

Bachelor of Business Administration in Infrastructure Assurance, 2010

Cumulative GPA: 3.33/4.00

The University of Texas at Austin

Bachelor of Arts in Spanish and Latin American Studies, 2003

TECHNICAL SKILLS

Programming/Scripting:

C, Java, HTML, JavaScript, jQuery, PHP, Perl

Operating Systems:

Windows 2003/2008/XP/Vista/7; Linux (Backtrack and Ubuntu)

Software/Applications/Systems:

MS Office 2003 & 2007 MS Visio 2003 & 2007 MS Visual Studio 2005 SharePoint 2007 (MOSS)

MS Access 2007 Excelsius Citrix Track-IT

SAP IIS 6.0 Dreamweaver WeBuilder

HP Quality Center Exchange 2007 Camtasia Eclipse

Technical Knowledge:

Advanced knowledge of client/server environments that includes: administration, logical access, change

management, procedural and regulatory compliance, physical access, and other areas pertinent to information

systems security. Experience with the development, testing, and deployment of software technology solutions. Web

design and development experience that encompasses the entire lifecycle of a website from concept to maintenance.

EXPERIENCE

Tesoro Companies Inc. San Antonio, TX

Special Projects January 2010 – August 2010

• Designed and implemented an enterprise-wide online timesheet system as part of special project team.

• Developed and delivered end-user training and help documentation for time project along with its website.

• Completed unit, integration, and UAT testing phases to ensure validation of system enhancements.

• Responsible for Search Engine Optimization (SEO) as part of the SharePoint Implementation Project.

• Identified best practices and made recommendations to business processes for SEO.

Intern, IT Corporate Support September 2009 – Present

• Document, organize, and confirm business requirements from business sponsors and end users.

• Build, deploy, and refine technical solutions to meet the business requirements of the client.

• Provide “Tier 2” support to end users for resolution of complex application/software issues.

Intern, IT Audit June 2009 – August 2009

• Engaged in controls testing of predetermined framework to verify compliance with business goals.

• Produced documentation that detailed testing steps used to examine controls for the audit report.

• Delivered actionable recommendations to business clients via audit reports and client meetings.

Padgett Stratemann & Co. San Antonio, TX

IT Intern January 2009 – May 2009

• Provided network and systems support to a Windows Server 2003 domain and infrastructure.

• Support over 200 users as part of a 5 person team in a dynamic and challenging environment.

• Functioned as primary back-up to different IT roles to maintain business continuity.

Firedog Inc. San Antonio, TX

Computer Technician October 2005 – March 2009

• Interacted with clients to ensure their needs are being addressed with effective and appropriate solutions.

• Prioritized queue to complete necessary repairs and installations within required timeframes and deadlines.

• Trained and mentored new technicians in best practices and customer service.

SKILLS AND ACHIEVEMENTS

Languages: Fluent in reading, writing, and speaking Spanish

Dean’s List: 4 semesters while working full-time.

Study Abroad: Tracking Cultures Program (Mexico, Spain, and Morocco)

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