Customer Service Engineer

Luis G. Col n D az

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

Pembroke Pines, Florida 33025

Phone # 305-***-**** - 954-***-****

Professional Summary

A Help Desk Specialist with a strong knowledge of software and hardware,

supporting all areas of IT department in problem solving applications

and/or hardware/desktop issues. Add and maintain users on the network;

assigning application access, ensuring security and maintaining their

configurations are within standard. Skilled troubleshooter, with an

aptitude to learn quickly, ability to target deficiencies, opportunities,

and develop innovative solution for increased reliability and improved

productivity.

Qualifications

. Fully bilingual (English and Spanish)

. Excellent interpersonal relationship

. Interpersonal Skills: Strong customer service skills. Strong

ability to work effectively with teams.

. Understanding of Internet technologies (HTTP/S, HTML, networks and

browsers)

. Capable of working under pressure and independently

Technological Knowledge

Operating Systems: Windows 9x, NT 4.0 WS, 2000 Professional, Windows

98, Windows ME, XP Pro, Vista, Mac OS X

Microsoft Office Suite: Microsoft Office 97, 2000, XP, 2003, 2007,

Installation and support of MS Applications i.e. Project,

Vision, Power Point.

*installation and support for MS Dynamics

Email: Outlook 97, 98, 200, XP, 2003, Entourage, Outlook Express

Desktops: Optiplex 745, GX 620, GX250, GX520, Dimension 8200, 8400, HP

Pavillion 8220

Laptops: Sony Vaio VGN-N150G/W, VGN-NW120J, VGN-SR420D, Dell Latitude

D630, D620, D610, D820, D830.

Imaging: Norton Ghost

Network: Microsoft Active Directory, Microsoft Exchange Server 2003,

Windows server 2003

Protocols: TCP/IP, DHCP, FTP, DNS, WINS, SMTP, POP3

Security: Websense, Symantec Corporate anti virus

Wireless LAN: Linksys, DLINK, Netgear, 802.11B & 802.11G

Backup: Mirra Personal Servers

Remote: RDP, GotoMeeting

Reporting & Tools Microsoft Sharepoint, Track-it!

Wireless Handheld: Blackberry Enterprise Server, Blackberry Wireless

Handheld 7230, 8700c, 8700g, 8820, 8300, 9000.

Education

Nova South Eastern University Ft Lauderdale, FL

2005-2009

Master of Science degree in Management Information Systems

Inter American University of Puerto Rico San Germ n Campus

2001-2005

Bachelor's degree in Business Administration with a major in Management

Information Systems.

Professional Experience

Cabi Developers, LLC Aventura,

FL 03/2006-10/2008

Help Desk/Technical Support Engineer

Based in Aventura, Florida, Cabi Developers is a privately-owned real

estate developer in Florida. With the creation of Cabi Developers in 2001

came an ultra-modern approach to elegant, upscale living. Over the past

seven year, Cabi Developers has distinguished itself as a premier developer

in South Florida by spearheading cutting edge development projects. Beyond

their towering Florida accomplishments, Cabi has expended its projects into

the California real estate market. Its internationally known parent, GICSA,

is the largest luxury builders in Mexico, creating a plethora of shopping

centers and beach resorts, as well as residential and commercial buildings.

. Provide Tier 1 support to 40+ on-site users and satellite offices

experiencing problems with hardware such as desktops, laptops,

printers.

. Software support involved primarily windows XP OS, MS office 2003-

2007, MS Internet Explorer. Networking, telephony equipment

(Nortel).

. Mail troubleshooting involving POP3 and Exchange accounts.

Occasionally travel to other company sites to help assist users.

. Occasional access to file print server (Windows 2003 server OS) to

install printer drivers for sharing among domain workstations.

. Setup user's folder sharing permissions (full control, read-only,

write) from server side to specific archives.

. Call software and hardware vendors to request service regarding

defective products.

. Maintenance of Desktop Backup Software (MIRRA).

. Assist users remotely using RDP and PC anywhere software.

. Network rights to access servers, add workstations to domains,

reset active directory user passwords, map drive users, create new

domain users.

. Log, track reports using MS SharePoint, and maintains history

records and related problem documentation. Prepares standard

reports, such as help desk incident reports.

. Interviews user to collect information about problem and leads user

through diagnostic procedures to determine source of error.

Determines whether problem is caused by hardware such as modem,

printer, cables, or telephone.

. Maintenance and execution of all IT procedures and operations.

. Installation, configuration & maintenance of the company's

workstations and servers, software, and peripheral equipment.

LifeScan LLC, Johnson & Johnson Cabo Rojo, Puerto Rico

01/2005-05/2005

A Johnson & Johnson Company since November 1986, LifeScan is headquartered

in Milpitas, California. We also have manufacturing facilities in Milpitas,

Puerto Rico, and Scotland, and employ more than 2500 employees worldwide.

LifeScan pioneered the modern era of blood glucose monitoring with the

introduction of OneTouch Technology, which eliminated wiping and timing

procedures.

. As part of my practicum I worked as a member of the Information

Management department, collaborated with daily user support,

installing new hardware, backing up servers, and primarily creating

an intranet for the company making access to the servers more user

friendly.

Acknowledgements

. Graduated from the Inter American University (Summa Cum Laude).

. Recognized four consecutive years for my achievements over the

course of my college life.

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