Customer Service Technical Support
Resume:
Javier C. Ceseña
*************@*******.***
OBJECTIVE:
To work in a professional environment and to provide complex, specialized technical support for
personal computers and network infrastructure.
SKILL SET:
Experienced in troubleshooting, maintaining, repairing, and upgrading computer
software and hardware.
Knowledge of networking computers utilizing routers and switches.
Trained on setup of Cisco routers for large-scale businesses using the CLI
(Command Line Interface).
Experience in CAT 5/5e cabling procedures.
Knowledge in Basic, Applied, and Industrial Electronics.
Knowledge in troubleshooting electronics down to component level (i.e.
resistors, capacitors, transistors, etc.).
Familiar with electronic test equipment such as multi-meter and oscilloscopes.
Able to understand and identify electronic components and electronic equipment on schematics.
Experienced in soldering components.
Bilingual – Fluent in both English and Spanish (read, write and speak).
Type 50 WPM.
EDUCATION:
2008 – 2009 University of Phoenix Santa Teresa,
NM
Bachelors of Science in Information Technology
3.65 GPA
2001 – 2003 Western Technical Institute El Paso,
TX
Associates of Occupational Studies in Microcomputer Technology.
Graduated top 10 with 3.86 GPA and 96% attendance.
Cisco Academy training (Information Technology).
Basic, Applied, and Industrial Electronics.
Courses taken included: Computer Repair, Networking – Cisco Academy, Electronics – Basic, Applied,
and Industrial.
1998 – 2001 El Paso Community College
El Paso, TX
• Courses taken include: Basic Studies
EXPERIENCE:
2009-Present Senior Technician–Interim Team Lead DYONYX LP $23.99/hr
El Paso, TX
Provide complex technical support for PCs and network infrastructure for El Paso Electric Company.
Supervise and mentor senior, junior, and intern technicians.
Use of Altiris Worker to create work requests.
Assign work requests in Altiris Worker to technicians.
Use of Altiris Carbon Copy for remote assistance.
Assist in scheduling projects.
Create technical documentation for installing software.
Create silent installation software packages using MSI based installers and using Wise Packaging Solution.
Blackberry support.
EXPERIENCE CONTINUED:
2006 - 2009 PC/LAN Specialist II-City of El Paso $21.11/hr
El Paso, TX
Provide complex technical support for PCs and network infrastructure. (i.e. City Hall, Police
Department/Academy, Fire Department/Academy, Parks and Recreation, Municipal Courts, Municipal
Services Center, Environmental Services, Health, Communications, El Paso Zoo, 911 District).
Mentor PC/LAN Specialist I’s, User Support Specialists, and Audio/Visual Specialists.
Lead minor to medium projects as assigned by supervisor.
Domain Administrator privileges.
Administer Document Imaging and Document Imaging Applications (Application Xtender).
Blackberry support.
Migrate computers and users to Active Directory.
Assist in Helpdesk daily operations (i.e. Email accounts, user accounts, image PCs and laptops (Symantec
Ghost 8.0, etc).
Use of Unicenter Remote Control for remote assistance.
Use of Dameware Development Mini Remote Control remote assistance.
Use of Unicenter Service Desk create work requests.
Use of H.E.A.T. to create work requests.
Record and stream (live web cast) City Council, Special City Council, Civil Service Commission,
City Plan Commission, Building Standards Commission, etc.
Train PC/LAN Specialist I’s and Audio/Visual Specialists on Council Chamber Audio/Visual
Equipment.
Troubleshoot Council Chambers Audio/Visual equipment.
2005 - 2006 PC/LAN Specialist I-City of El Paso $16.70/hr El Paso,
TX
Provide complex technical support for PCs and network infrastructure. (i.e. City Hall, Police
Department/Academy, Fire Department/Academy, Parks and Recreation, Municipal Courts, Municipal
Services Center, Environmental Services, Health, Communications, El Paso Zoo, 911 District).
Domain Administrator privileges.
Assist in Helpdesk daily operations (i.e. Email accounts, user accounts, image PCs and laptops (Symantec
Ghost 8.0, etc).
Use of Unicenter Remote Control software for remote assistance..
Use of Unicenter Service Desk to create work requests.
Record and stream (live web cast) City Council, Special City Council, Civil Service Commission,
City Plan Commission, Building Standards Commission, etc
Troubleshoot Council Chambers Audio/Visual equipment.
2003 – 2005 Computer Services Technician-Best Buy $9.45/hr El Paso,
TX
Troubleshoot, maintain, repair, and upgrade software and hardware on a wide array of computers.
Help maintain wireless local area network for service area.
Maintain all customer service information on in-house database. (STAR-Services That Add Revenue).
Answer customer’s hardware and software questions.
2003 - 2004 Supervisor-Blockbuster Video $5.50/hr El Paso,
TX
Supervised, trained and advised employees.
Held accountable for all money from store safe and registers.
Responsible for making deposits to local bank.
Assisted customers with purchases, rentals, and membership applications.
Performed inventory on a monthly basis.
DEGREE/CERTIFICATIONS:
Bachelor’s of Science in Information Technology
Associates of Occupational Studies in Microcomputer Technology
A+ Certified Professional - Computing Technology Industry Association
Dell Certified
Certified Electronics Technician Professional - International Society of Certified Electronics Technicians
REFERENCES:
Hon. Mayor John Cook
Mayor of the City of El Paso
City of El Paso
2 Civic Center Plaza
El Paso, TX 79901
Sgt. Alex Diaz
National Guard
Communications (25L) Non-Commissioned Officer
9100 Gateway North Boulevard
El Paso, TX 79924
Mr. Rodrigo Huerta
Freeport-McMoran Copper & Gold, Inc.
Electrical Technician
879 Hawkins Blvd.
El Paso, TX 79915
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