Daniel Mendieta

**** *. *** ******, ***. ***W

Arlington, VA 22203

Cell: 407-***-****

Email: abmh2m@r.postjobfree.com

1

PROFILE

A+ Hardware, A+ Operating Systems, Net+, MCP Program Microsoft Trained

Professional with excellent interpersonal, customer and cast service

skills. Proficient with POS, Handhelds, Tablets and Matra systems,

Printers, Peripherals, PC/Mac Desktop and Laptops, Handhelds, PDA's,

Smartphones, iPhones, wireless devices and wireless technology, Networks

and Telecommunications, Windows Operating Systems, PC Assembly, Hardware

and Software configurations, MS Office Suite.

TECHNICAL EXPERTISE

. Handhelds, Tablets . Matra systems

. Printers, Peripherals

. PC/Mac Desktop Support . Software Support

. Hardware Support

. Technical Support . Computer configuration .

Printer configuration

. TCP/IP Configuration . Network Support .

MS Office Suite

. Click Once, MSI/Client . MS-Access

. Antivirus Protection

. Blackberries, iPhones . HTML, MS-FrontPage .

PDA's, Smart phones

. Handhelds, Registers . Desktop, Printer Support .

Unix, Linux, Solaris

. Exchange, Goldmine . Pc Anywhere, FTP .

Ultra VNC, Magic, Mage

. Windows NT4 . Active Directory, xcopy .

Windows NT 4.0/ 2000/XP

. Siebel 7, Ms Access . Html, 2000 Server

. Win XP Unattended Install

EXPERIENCE

AOL Orlando, FL

03/10-Present

Customer Service Tech Support

Assists customers with high level tech support. Callers will have already

been through several levels of tech support. Answers incoming customer

inquiries promptly and in accordance with the established call-handling

procedures. Provides concise, quality customer service in a professional,

timely and courteous manner.

Provides first call resolution with all customer contacts.

Walt Disney World Lake Buena Vista,

FL 01/08-08/09

Research Specialist

Focus on collecting data through surveying Guests on a variety of topics

either by telephone or in-person, as well as data entry and categorization

of Guest comments into pre-determined code lists. Provide logistical

support for the RESEARCH operation. Approach Guests and handle rejection.

Maintain confidential information in order to assist leaders throughout the

Walt Disney Company in their decision-making processes. Conduct high

quality surveys while maintaining personal pre-set goals/stratification.

Walt Disney World Lake Buena Vista,

FL 07/07-12/07

Functional Support Analyst

Provide on-site support to operators of the Matrapos Tablet hand held

solution for F&B Out Door Food carts and WDW Operating Participant

locations. Assist in the assembly of the PC tablet Hardware. Ability to

communicate with all levels of Cast effectively (i.e. hourly, management,

etc.)

Communicate and document pre and post-implementation support issues and

escalating to the appropriate WDW IT staff. Troubleshoot and resolve POS

and STITCH pos hand held issues.

Walt Disney World Lake Buena Vista,

FL 10/06-03/07

Functional Support Analyst

Provide on-site support to operators of the STITCH pos hand held solution

for F&B Out Door Food carts and WDW Operating Participant locations.

Ability to communicate with all levels of Cast effectively (i.e. hourly,

management, etc.) Communicate and document pre and post-implementation

support issues and escalating to the appropriate WDW IT staff. Troubleshoot

and resolve POS and STITCH pos hand held issues.

Cardone Group Orlando,

FL 09/06-10/06

Desktop Support (Project)

Provide Desktop Support. Install applications on computers remotely.

Orange County Orlando,

FL 08/06-09/06

Technical Support (Project)

Provide on-site Technical Support for the elections.

Home Depot Orlando,

FL 06/06- 07/06

Help Desk Analyst (Substitute)

. Customer service for internal users . System Support Level 1 .

Determines whether problems are hardware, software, or user related and

communicates with other I.T. departments to explain and resolve hardware,

programming, or communication opportunities. . Call tracking document (task

list, phone log, email, etc.).

. Analyst performs preliminary research by recreating problem/situation,

which may include setups, test prints, checking of cables/wiring, and

alternating bad device with known working device, and step-by-step

documentation of how problem occurred, if applicable, 90% of occurrences/

phone logs. . Use help desk software to record calls, to document contacts,

and to escalate issues to 2nd and 3rd tier support. . Contacts documented

98% of time.

. Calls logged into software 100% of time during actual call unless crisis

situation exists. . Escalations to 2nd and 3rd tier support done through

help desk software 80% of time. . Caller provided with updates on open

issues and documented in help desk software according to update frequency

selected by customer.

Orlando Regional Hospital Orlando, FL

05/06- 06/06

Desktop Support Technician (Project)

XP, PC setup, NT and 2000. They were building out a new wing, and we were

setting up new systems. Lifted and moved pc's, monitors and printers as

needed. Installed 300 Pc's and printers.

Cendant, Fairfield Resorts Orlando,

FL 04/06- 05/06

Help Desk Analyst (Project)

Take calls in a call center environment, enter call information into a

tracking system, and provide immediate problem resolution or forward

problem to proper support group for resolution. Track open issues and

provide communication on issue status to the end user and to department

management. Email Name Server Migration process. Unlock accounts. Reset

Passwords. Main Frame. VNC Viewer, Remote Desktop Connection, Proxy Master,

Symantec pc Anywhere. Magic, Active Directory.

Convergys Lake Mary, FL

01/06-04/06

Technical Support/Help Desk

Technical Support for the new Treo 700w Smart phone. Customer Service.

Email setup: Exchange Server, POP or IMAP, Pocket MSN. Wireless Email

setup. Bluetooth: troubleshooting and configuration. Picsel PDF Viewer for

Windows Mobile installation. Palm Wi-Fi Card: troubleshooting. Headset

configuration.

EDUCATION

Faith Christian University

Orlando, FL 2008-Present

Pursuing Bachelor Degree

Florida Department of Education

Orlando, FL 2008

High School Diploma GED

New Horizons Computer Learning Center Orlando,

FL 2005

A+ Hardware, A+ Operating Systems, Net+, MCP Program

www.newhorizons.com

Disney Development Connection

Orlando, FL 03/07

Leading Change Initiatives

Convergys

Lake Mary, FL

04/06

Cingular Training on phones and customer service.

Treo 700w Smartphone Training and customer

service. 01/06

www.convergys.com

CERTIFICATIONS AND TRAINING

A+ Hardware, A+ Operating Systems, Net+, MCP Program

Stitch, Tablet Training

Palm Treo 700w SmartPhone Certificate Training

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