Customer Service Technical Support

Noel Arzadon

** **** ****** ******, ** *****

201-***-****

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

http://www.linkedin.com/in/noelarzadon

Objective: In search of a senior position with responsibilities that will effectively utilize my technical knowledge,

organizational and superior customer service skills.

Symantec (SaaS Group) Field Technical Spt Rep V New York, NY 8/07 - present

• Scope of responsibilities includes resolving end-user requests relating to the building, upgrading, installation

and configuration in a Windows 2003/08/Exchange environment.

• Set up, configure, administer and maintain Microsoft VPN server for the NY office.

• Set up, configure, administer and maintain Asterisk VOIP system for the NY office.

• Coordinate and manage the Data and Voice lines to ensure no interruption.

• Propose, plan and deploy Blackberry Enterprise Server to accommodate NY office wireless user needs.

• Provide end-user training on all standard company applications and security guidelines.

• Ensure appropriate back-up and disaster processes are complete for business continuity using VERITAS

Backup Exec 9.1 software. This includes File server, VPN server, Exchange mailbox stores and Domain

Controller.

• Coordinate with other support teams in the company in order to ensure timely resolution to incidents.

• Carry out preventative maintenance and general administrative tasks relating to desktop services and remote

assistance.

• Document NY network infrastructure.

MessageLabs Inc. Senior Technical Support Analyst New York, NY 8/04 – 7/07

• Provided technical expertise to clients and partners via telephone or email of email and web security

services based in UK and New York City

• Tested and repaired connectivity to customers' mail servers/firewalls (Exchange, Sendmail/Q-mail,

Lotus Notes and etc) or Internet service provider

• Basic administration of Linux servers (Redhat 8), Supporting vendor equipments (Symantec

Turntide ASR)

• Coordinated troubleshooting activities related to critical firewall, virus, phishing, spam, image

filtering, LDAP tool, web proxy, instant messaging, email archiving and email servers connectivity

issues

• Documented, provided troubleshooting steps and trained Global Technical Support department on

email archiving service

• Monitored Global Infrastructure for health status and any internet attacks

• Opened trouble tickets on Heat Call Tracking - escalate issues to the Infrastructure team or

Engineers. Documented and monitored the problem to resolve critical client issues and to

respond/action within the specified SLA guidelines

Verizon Wireless Consultant Bedminster, NJ 8/02 – 3/04

• Provided 2nd and 3rd level technical support in a help desk environment between VZW and its

customers providing solutions on wireless data services nation wide

• Provided configurations/troubleshooting of communication hardware and software to customers,

customer service, 611, telemarketing, data sales teams, system engineers as well as internal

employees

• Provided support on the following technologies and platforms: Voice switch/cells: Lucent, Motorola,

Nortel. Wireless data service including: CDPD, CDMA Data, CSD. Data Communications

including: Switches, Ethernet, Hubs, TCP/IP, Internet/Intranet, DHCP, DNS

• Troubleshot wide area network data communications technology through bridges, routers, gateways,

multiplexes, and packet switches

• Troubleshoot MS Outlook (98, 2000, 2003) operating with Blackberry devices, using desktop redirector or

BES server (MS Exchange)

Tahari Ltd. Desktop Support New York, NY 1/01 - 7/02

• Provided support to 300 users in 3 remote locations in NY/NJ consist of 16 NT servers and 2 Novell servers.

• Assisted and backup Network Admin with connectivity issues to ensure efficient data communication.

• Installed and upgraded both hardware and software to the network.

• Troubleshoot and resolved phone problems with voicemail and programming on the NEC phone system.

• Maintained accurate hardware / software inventory and contact information.

Software: MS Office (outlook), MS (RAS)/VPN, MS ISA, ArcServe, Veritas Backup Exec, Symantec (Ghost,

Antivirus), PC Anywhere/VNC, Citrix Winframe, Remedy, NetMeeting, Heat Alert, MS Terminal Server, Remedy,

VMWare, Asterisk PBX, Sharepoint, MSSQL, Apache, Clustering/WNLB

Hardware: Dell/Lenovo laptops, PDAs, Blackberries, HP DL360/DL380 servers, APC/UPS backups, Quantum

Superloader 3, Sonicwalls, Cisco switches

OS: Windows 2000/XP/Vista workstation, Windows 2003 Server, Mac, Unix/Linux.

Networking/Protocols: TCP/IP, LAN, VLAN, WAN, PPTP, SMTP, DNS, DHCP, HTTP/HTTPS, NTLM, TLS, SSL,

LDAP, FTP, Appletalk, VoIP, Telnet, SSH, POP3, IMAP, PPP, SNMP, IIS

Personal Skills: Excellent teamwork and team-building skills; Superior customer

service skills; Good oral and written communication skills; Personable; Excellent phone /

people skills; Organized; Detail Oriented; Proactive; Able to work in a fast-paced and

changing environment; Customer Focused Attitude; Focused on continually learning new

skills.

Education: The Chubb Institute Parsippany, NJ Computer Technical Support – 99

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