Customer Service Manager

Paolo G Cipriani

**** ** *** *** ***#*** ? Miami, Fl 33183 ? 786-***-**** ?

*****.***********@*****.***

Job Objective.

Seeking position where I could use my computer skills in a Network Systems

environment. Experienced in all areas of technical support, familiar with

all areas of windows environments, Technically savvy. Adept at solving

networking, and computer technology problems, skilled in customer service

and telephone operations; handle customer inquiries and phone issues in

professional by phone or desk side.

Formal Education.

08/2001 - 09/2004 Miami Dade College Miami - Florida

Graduated With An Associates Degree in Computer Information Systems.

09/1998 - 06/2001 G Holmes Braddock Senior Miami - Florida

High

Graduated with a High School Diploma

Professional Qualification

In-depth knowledge in installation of Creating standard Net-backup policies and

software, troubleshooting of computers, taking back-up of the servers. Restoring

printers, the data as per the customer request

Proven ability to install and upgrade Extensive Computer software knowledge.

software applications. Expert in Microsoft Skillful in Windows Operating Systems,

Office. 98, XP, Vista

Network Performance Managemement, Fault Provide 2nd/3rd Level Lotus Notes /

Tolerance, Monitoring - Surveillance. Domino Admin Support, servicing a Global

Participated in the ongoing support and Notes / Domino messaging, collaboration,

maintenance of existing WAN and LAN & Blackberry environment, Installed and

infrastructure using Windows 2003 Server configured Blackberry Manager 5.0 on

Enterprise Edition Support Team Members machines. Providing

support for Remedy. Became Blackberry

Administrator and back up administrator

for Lotus Notes.

Strong LAN/WAN troubleshooting capabilities Setting up and maintaining company's

including those required to resolve virus Network Systems, created and Managed VPN,

and security issues LAN, VLAN, FTP, DNS, SSH, IP Routing and

Remote, accessing

Manage Active Directory Domain, Active Extensive experience in servicing

Directory Users and Groups Management, customers, both in-person and by

troubleshooting Active Directory telephone Superior communications skills

Replication problems. in dealing with customers, co-workers,

and employees. Both verbal and written

skills are strong.

Implementation and administration of DNS, Translate documents from English to

DHCP and WINS, troubleshoot remote users. Spanish and form Spanish to English

proficiently.

Experience:

Beckman Coulter. Help Desk Technician 06/2006 to Present

(Senior Microcomputer Tech.)

Providing support to staff on all company supported applications. Troubleshoot

computer problems and determine source, and advise on appropriate action. Complete

application project-based work, Diagnose computer problems over the telephone

determining the source of the problems, Performing diagnosis of incoming end-user

calls and analysis of PC hardware/software problems, performing standard operations,

such as active directory completing system reboots, monitoring systems, etc.

Maintaining documentation and Ticketing system (Remedy), to ensure efficient and

accurate department operations. Resolve VPN, broadband, Wireless calls for Remote

Users, also give support in advanced Lotus Notes, Microsoft 2010, Blackberry, PDA's,

and Windows issues.

BlockBuster Video. Manager 08/2001 to 06/2006

Managing a Large team. Assisted Customers, Present Reports, Managed Money, and

Provided New ideas to the company.

Reference Available upon Request

Contact this candidate