Customer Service Representative

Stelian Grasu

***** ***** **., ********, ** *****

home: (818) 349 – 8946; cell: (818) 518 – 8390

E-mail: ************@*****.***

Objective

Obtain a Desktop Support Analyst position where I can maximize my skills. Excellent work

ethic, attention to detail, team oriented and demonstrated company loyalty.

Work History

US Bank/California National Bank, Los Angeles, CA 10/2006 - 5/2010

Desktop Support Analyst

• Promptly and efficiently responded to all user issues and inquiries by answering calls and

imputing into a tracking system. When necessary, escalated problems to the appropriate

Programmers, Operations or Engineers and assisted with information gathering and problem

solving of escalated hardware support issues.

• Provided level 1, 2 and 3 support in a fast-paced enterprise level environment for 1000+

users with computer, network systems and peripheral devices.

• Managed user system accounts (creation and deletion), passwords, security groups,

distribution groups and computers through Active Directory.

• Installed, configured (using imaging software), maintained and troubleshot desktop/laptop

PC systems and peripherals.

• Oversaw the investigation and resolution of hardware and software issues both remotely and

on-site.

• Worked with Lenovo (IBM-ThinkPad), Dell and HP desktops/laptops, IBM servers, IP Cisco

Phones/Routers, HP, Ricoh and Xerox printers.

• Provided Blackberry support to end-users.

• Set up audio/video/teleconferencing equipment for meetings.

• Maintained frequent contact with vendors to repair and/or replace defective computer parts.

• Ordered and distributed consumable supplies for peripherals and oversaw all computer

repairs and maintenance.

• Coordinated the logistics of technology requirements and setups during multiple office

relocations.

• Maintained accurate, complete and up-to-date inventory records of all computers, printers

and all other IT related equipment.

California National Bank, Northridge, CA 12/2003 – 10/2006

Customer Service Representative

• Worked with customers on a daily basis, meeting their banking needs and answering their

financial questions.

• Accepted and processed customer deposits, withdrawals, loan payments and wire transfers.

Princess Casinos International, Bucharest, Romania 7/1995 - 9/2002

Data Processing Analyst

• Maintained a LAN network.

• Performed wiring and daily maintenance of internal computer systems.

• Troubleshot, configured and programmed slot machines.

Technical and Professional Skills

Windows 95/98/2000/XP/Vista/7; Windows Server 2003; MS Office Suite 2003/2007 -

Word/Excel/Access/PowerPoint/Outlook; Microsoft Exchange Server; Active Directory; Cisco

IP Phones; Blackberry Enterprise Server; Blackberry Desktop Manager; Microsoft SMS 2003;

Citrix Metaframe; Metavante; TrackIt; Symantec Ghost; WebJet Admin; VPN; Adobe Acrobat;

Winzip; Antivirus software (i.e. Symantec Endpoint Protection client security management);

TCP/IP; DHCP; DNS; LAN/WAN Networks.

Education

California State University, Northridge, California - In Progress

Information Systems, Bachelors of Science Degree

University Polytechnic of Bucharest Bucharest, Romania

Electronics and Telecommunications, Bachelors of Science Degree

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