Customer Service High School

Juan Palma

Address: ***** ***** **** *** *********, CA 90250

Phone: 213-***-**** . Email: *********@*****.***

Objective

An Information Technology professional with over 8 years

experience in computer hardware maintenance and

support. My objective is to secure a position utilizing

experience in areas of computer support and customer service. I

am able to manage multiple projects while working within

firm deadlines and posses highly effective interpersonal

and communication skills. Up to date with the latest

technology trends.

Technical Summary

. Fluent in common office based activities including Help Service

Desk Analyst, Help Desk and customer relations.

. Operating Systems: Windows 9x, NT, 2000, XP, Vista, 7, Mac Os 9.

X and Snow Leopard. Linux, UNIX.

. Applications: MS Office 97-2010(Excel, Publisher,Word, Outlook,

PowerPoint, Access), Adobe Suite Acrobat Reader Pro, InDesign,

LifeCycle, Dreamweaver, Flash, Photoshop, Fireworks,

Illustrator, Amdocs, Antivirus and backup software, Visual

Basic, SQL, QuickBooks, video and audio editing software.

. Hardware: Repair/Maintain Windows and Apple based desktop,

notebook and peripheral equipment.

. Installation of cable and wireless based networks.

. Experience on maintaining and repairing printers, scanners,

Xerox, Palm, Iphones, Blackberry devices.

. Fluent in Spanish

Work Experience

Christie Digital, Cypress. CA 01/2010 - 6-2010(Contract)

Service Desk Analyst

. Provide product support and technical solutions to customers via

phone calls and emails..

. Remotely diagnose and configure over 10,000 devices using CDS

management control console software.

. Document all customer contact information, technical issues and

requests in Amdocs Enterprise software.

. Develop creative solutions and recommendations for management

focused on improving customer retention, and instructional

materials for customers and team members.

. Deliver exceptional Customer Experience in each support

interaction.

ServMedical, Los Angeles, CA 11/2006 - 10/2009

Helpdesk Analyst

. Responsible for maintaining the desktop systems administration

and local network.

. Interact with users to resolve queries, issues and problems.

. Create and modify Interactive PDF documents, brochures and

portfolios.

. Responsible for providing support and assistance in the initial

installation of the system.

. Setup and provide maintenance of the user accounts and provide

data maintenance and recovery plans.

. Assist administrative staff with customer database input,

modification and maintenance.

. Accountable for troubleshooting and repairing all desktops and

peripheral devices.

Hillside Elementary Los Angeles, CA

6/2004 - 7/2007

Computer Lab Instructor/Systems Technician

. Create and implement computer education lesson plans.

. Support more than 500 end users with computer, network and

peripheral devices.

. Provide efficient technical support, troubleshooting and

diagnose hardware, software, and WAN/LAN remote systems.

. Order and track all computer and software inventory

. Assist administrative staff and grade level teachers with

clerical support in the areas of computer data entry,

duplication, classroom management, student monitoring and

document translation.

Delevan Drive Elementary Los Angeles, CA 2/2002 - 6/2004

Teacher Assistant/Computer Technician

. Assist teachers with creating and implementing education lesson

plans.

. Expertly installed, configured, monitored and troubleshoot

desktop, laptops, printers and scanners.

. Assist administrative staff with office duties which included

word processing, creating spreadsheets, scanning documents, data

entry, track inventory orders and update student and staff

information.

Education

B.S. in Computer Information Systems

2/2005 - Currently Attending

DeVry University, Long Beach CA

High School Diploma

3/1996 - 4/2000

Belmont High School, Los Angeles CA

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