Customer Service Software

DENNIS LOPEZ

**** ***** ******

Union, New Jersey USA 07083

908-***-**** (Home)

908-***-**** (Mobile)

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

EXPERIENCE SUMMARY:

14+ years experience in IT industry as a Helpdesk/Desktop/PC

Technical/Network Support; Windows Server Administration and support,

Customer Service skills; Project Management and Operation. Involved in

various activities with sufficient technical skills in deploying and

configuring computer hardware and software; installing and configuring

multi-vendor server platforms; Cisco wireless installation, configuration

and support; network design and security; project planning and

implementation; site integration roll-over and cut-over.

QUALIFICATIONS:

Able to work as part of the team, outgoing and a team player

Demonstrate effective use of time management skills

Efficient, organized, innovative, and can work under pressure

Excellent detailed oriented, analytical, verbal and written communication

skills

Interact and communicate effectively with customers, management, vendors

and team members

Advanced technical hardware, software support, troubleshooting and problem

solving skills

Possessed knowledge and skills in mechanical engineering, electricity and

basic electronics

EDUCATION & TRAINING:

Cisco CCNA - ICND Part-2 - New Horizons - Parsippany, New Jersey,

October2008

Cisco CCNA - ICND Part-1 - New Horizon - Iselin, New Jersey, May2008

Windows SMS 2003 Training - Learning Tree International - Manhattan, New

York, May2007

Electrician - Career Diploma - Penn Poster Career School, Scranton PA,

May2005-May2007

Introduction to System and Network Security - Learning Tree International -

Parsippany, New Jersey, July2005

Implementing & Managing MS Exchange Server 2003 - New Horizons - Iselin,

New Jersey, October2004

SQL Server 2000 - Database Administration - New Horizons - Parsippany, New

Jersey, June, 2004

Windows NT 4.0 & IIS Administrations - Swinburne Computer Training Center,

Australia, March1999

PC Maintenance Technology - Computer Power Training Institute, Australia

May1995-March1996

Basic Electronics training - Inner Metropolitan ITEC, Australia Jan1991-

May1991

Bachelor of Science in Mechanical Engineering - University of Mindanao,

Philippines June1983-March1988

CERTIFICATIONS:

CCNA- Cisco Certified Network Associate, March2009 - Routing and Switching

MCP - Microsoft Certified Professional in Windows 2000, May2002 -

Workstation/Server

A+ - Certified Professional, Jan2002 - Core Hardware and Operating System

Technology

TECHNICAL SKILLS:

Hardware:

HP/IBM servers; Cisco-Router/Switches; Cisco Wireless Controllers and

Access Points; DELL/IBM Think Center Desktop PC; IBM/Lenovo ThinkPad

laptop series; ISDN/DSL/Cable Modem; DLink Linksys 3COM switches/hubs;

CiscoASA/CheckPoint Firewall; InfoBlox, Juniper WAC; PBX; Avaya phone

equipments; Juniper; PDA, Kronos Clock System; CAT-5/5e/6 and Fiber

Cabling.

Software:

Windows 2000/2003 server; Windows 2000/XPPro/Vista/Windows7; SQL

Server; Cisco IOS; Cisco Works; SecureCRT; Packet Trap 360; IIS;

Visual Web Developer Express; SMS; VNC; Dame Ware; Norton Ghost

Imaging; Windows Media Server/Encoder; CallXpress; Avaya

Administration; MS Office applications; MS Exchange Server; MS

Outlook; MS Visio; Wire Shark; Lotus Notes Client; Smart Sync

SafeGuardEasy; Secure Remote Client VPN; TrackIt; OneTouch; McKesson,

CA-Service Desk, others.

WORK EXPERIENCE:

Network Support Specialist (Full time) - Sandvik Information Technology,

Fair Lawn, NJ Sept2007 - Dec2009

Duties:

< Provide first level support to LAN/WAN networking issues such as IE proxy

server, VPN, firewall, DHCP DNS, FTP, IP management, WAN lines, telephone

system and Video conferencing equipments

< Monitor, troubleshoot and resolve network issues and maintain network

performance to met business needs

< Manage the installation, configuration and support of networking devices

such as Cisco router and switches

< Involved in the installation, configuration, management and support of

Cisco Wireless controller and AP's

< Monitor, troubleshoot and resolve clients FTP, VPN and CheckPoint

Firewall issues by opening and allowing Ports to pass through; apply

changes to firewall defined filters or statements, block ports if

necessary

< Monitor, troubleshoot, and resolve WAN accelerator issues such as

checking Line speed and bandwidth allocation, caching and synchronization

settings; performed system HW maintenance and software upgrades

< Implement system configuration changes based on new requirements to

improve network performance

< Plans, coordinates and implements network security to prevent illegal

access to networking devices on router and switches; safeguard data

information against unauthorized modification, disclosure or destruction

< Managed the install, setup and configuration of FTP/TFTP file server;

maintain and performed the scheduled backup procedure of Cisco IOS and

device configuration file of routers, switches and wireless controllers

< Implement new policies and procedures for ongoing network support -

create troubleshooting flowcharts LAN/WAN documentation and keep network

documentation up to date to insure data integrity and accuracy

< Involved in project planning, network implementation and integration of

new site - cut-over and roll-over

< Create knowledge base and provide technical support and assistance to

first level Service Desk, PC support and Server group team in resolving

related networking issues affecting client's pc and server system

< Deal with network problems referred from IT Problem Manager and Change

advisory board, to provide proactive capacity planning, change management

consultation and technical knowledge and expertise

< Performed the setup, installation and configuration of new phone and

voice mail system for new hire

< Provide maintenance, user administration and phone support to company's

telecommunication system

< Follow ITIL processes for Change and Incident Management for continual

service improvements

< Develops, coordinates, and implements disaster or emergency recovery

procedures for information systems data and computer environment

PC Support Specialist (Full Time) - Sandvik Information Technology, Fair

Lawn, NJ May2006 - Sept2007

Duties:

< Accountable for ensuring continuity of computer system services for

computer remote and local users by providing second level technical

expertise, assistance, and project coordination necessary to install

computer hardware and software products, modify/repair hardware and

resolve technical problems in timely manner

< Handling the technical resolution of critical server, desktop and laptop

problems and maintaining good relationships with the internal clients and

external customers and vendors in difficult situations

< Coordinate and work with Service Desk and Network Operations group as

appropriate to determine and resolve problems received from client's

computer systems, application servers, and administrative systems

< Responsible the setup, installation and configuration of computer

desktop, laptops and server system such as Windows XP Pro and Windows

2000/2003 by using boot-cd/DVD and through SMS server installation

< Responsible for the distribution and allocation of desktop, laptop,

printer equipments and other peripherals.

< Manage, track and maintain PC support's inventory database to insure

hardware resources availability.

< Install and configure client's networking software services such as

AS/400, Lotus Notes and SQL client base file and print sharing for

Microsoft networking; TCP/IP property settings and network protocol

bindings

< Provide first level administration support such as unlocking and

resetting password, changing password, creating new user/pc account and

assigning permissions using Active Directory Users and Computers console

< Provide administration and support to remote access VPN client users,

Terminal Server clients and RDC users

< Create knowledge base, documentation and procedures as guidelines to

resolve pc technical HW/SW issues

< Coordinates and participates on all hardware and software evaluations and

maintains vendor contracts.

< Contact vendors for warranty status of computer equipments, printers,

parts ordering and replacement

< Develops, communicates, and implements data and computer security

policies and procedures.

< Presents the IT function at meetings and provide software training and

direct education programs for staff.

< Works with manager and procurement staff to purchase hardware and

software and assesses functional needs to determine specifications for

purchases.

IT Technical Support (Full Time)-Hebrew Home for the Aged at Riverdale,

Bronx NY July2002- May2006

Duties:

< Provide first and second level computer support to end users on MS Office

applications, Health Care program such as McKesson, Kronos clock system,

Crystal Report; AS/400 and others

< Interact with numerous computer platforms in a multi-layered client

server environment.

< Ensure desktop computers interconnect seamlessly with diverse systems

including associated validation systems, file servers, email servers,

printer servers and computer conferencing

< Assists clients with the installation, configuration, and ongoing

usability of desktop computers, peripheral equipment, network printers

and software within established standards and guidelines.

< Work, coordinate and collaborate with vendor to obtain product support

and to resolve technical problems

< Trains and orients Medical and clinical nursing staff on use of hardware

and software

< Recommends and / or performs upgrades on systems to ensure longevity and

system performance

< Logging helpdesk issues received by phone or email; tracking and

monitoring assigned incidents to make sure tasks are being resolve in

timely manner; generate and provide monthly statistical report for IT

Manager

< Parts ordering, service and repair of all type of out-of-warranty

printers especially HP products

< Install and configure computer, monitor and printers, local or network

installation

< Install and configure software database client applications, ODBC and SQL

client configuration

< Manage the setup, configuration and installation of Windows operating

systems such as Windows XP

Pro/Server in an unattended or attended mode and by using Symantec Ghost

cast imaging server

< Installation, configuration and support of various type of software

programs and business applications

< Responsible, managed the preparation and backup of all multi-system HDD

images for quick OS restoration

< Network monitoring, TCP/IP configuration, system tuning and setting up

user's Outlook profile

< Setup, configure and provide support for PDA users; setup and preparation

of projector system

Help Desk/Desktop Support (Temp/Contract) - Department of Defense,

Melbourne Australia Nov1999-July2001

Duties:

< Handled calls made to the helpdesk and provide first and second level

support to end users on MS software products, Lotus Notes v4.xx; CAD

software and other third party applications

< Provide basic training to users of proper use of PC applications such as

Word, Access, Excel and PowerPoint

< Installing, configuring and administering of Windows 95/98/NT/2000

desktop operating system

< Managed the installation and configuration of network printers, scanners

and other peripherals

< Installation, configuration and support of various types of client's

business applications

< Supporting Windows NT server administration like resetting, unlocking and

disabling users account, adding users into groups, recreating users

profile, user's directory and file permission

< Assisting the installation of networking devices such as routers,

switches, and hubs

< Laying out and terminating network cables, testing and fault finding,

TCP/IP configuration and addressing

< Performed unattended setup, system imaging using Norton Ghost v5.x and PC

rollouts

< Designed, created and managed software library database using MS Access

< Write procedural documentation and instructions for the installations of

new software and hardware

< Performed system maintenance such as data backups, assets management and

software inventory

PC Service Technician (Temp/Contract) - Hexatec International Pty Ltd.

Australia Jan1998-Oct1999

Duties:

< Responsible for the sale and services of computers, printers and PC

accessories

< Troubleshooting, diagnosing, servicing, assembly and disassembly of

computer units

< Installation and configuration of operating systems such as Windows

95/98/NT; various type of software applications and peripherals such as

printers, scanners, sound cards and CD-Rom drives

< Connection and configuration of SCSI/EIDE drives, tape drives, CD drives,

display adapters and NIC

< Troubleshooting of IRQ, basic I/O settings, DMA allocations, addresses

and memory location

< Installation and configuration of modems and protocol selection for

Internet setup and connection

< Setup and installation of computers and printers in small office/home

office network

< Provide customer support and giving direction to solve PC problems over

the phone

PC/Printer Technician (Part time) - Vertex Technology, Melbourne Australia

June1996-Oct1997

Duties:

< Service and repair of computers, various types of printers, monitors and

laptops

< System upgrade, troubleshooting, and applying proper fix solution to PC

and laptops

< Installing and configuring operating systems such as MS DOS, Win95/98/NT4

< Software installation and PC hardware configuration such as IRQ, I/O, DMA

allocation

< Customer service, support and servicing client's computer/printer on-site

< Installation and configuration of add on computer peripherals such as

network cards, modem, video card, sound card and external devices such

tape drive, scanner, CD drives and others

Computer/Machine Operator (Full time) - Kraft Foods Ltd. Australia May1991-

Aug1998

Duties:

< Managed and maintained the operation of the production line computerized

machinery

< Performed duties of a leading hand as required to supervise and lead the

production team members

< Responsible for machine's gauges checking and status monitoring to assure

the balance output and mixing of ingredients, and maintained the

consistency and quality of the product

< Performed machine maintenance, assembly, disassembly and lubrication

< Stores and warehouse stock inventory operations; cleaning and

housekeeping

REFERENCE:

Upon request

Contact this candidate