Customer Service Project

Gabriel E. Cordova

*** ********* **, ******** ** 07834

Home: 973-***-****

Cell: 201-***-****

Email: ***********@*********.***

Fax: 925-***-****

PROFESSIONAL PROFILE

. Certified IT professional with more than 15 years of experience in the

technology field.

. Experienced in implementing technology-based solutions for the K-16

educational system.

. Technically skilled with dynamic project oriented abilities to adapt

to the customer's needs.

. Solid time management skills to finalize projects within deadlines.

. Responsible for providing timely and financial results.

. Good communication skills with the capacity to interface with

individuals at all levels.

. A self-starter who can work independently or as a team member to

achieve customer objectives.

Certifications/Training

. Cisco Certified Network Administrator - CCNA (2004)

. Microsoft Certifications: NT/2000 MCP&MCSE, 2003 MCSA, 2008 MCTS/MCITP

Server Administrator

. Novell Netware Certified - CNA & CNE (3.x, 4.x, 5.x & 6.5)

. Apple Certified Help Desk Specialist - MAC OS X

. CompTIA A+/Network +/Server+ certified, plus VMWare experienced

. Completed Unix & Advanced Unix classes, County College of Morris (

Fall 2004)

. Completed Project Management classes at County College of Morris (Fall

2005)

. Hardware Load Balancer trained on Kemp LoadMaster Series

PROFESSIONAL EXPERIENCE

Harland Technical Services - Scantron division.

Implementation Technology Specialist 2006 - 2010

As an Implementation Technology Specialist, my responsibilities involved

working with customers in both educational and business sectors to install

and support Pearson Educational Applications; Powerschool, SuccessMaker,

Waterford and MyITLab. Communicated with customers to schedule and

coordinate pre-installation for successful project deployments. Provided

proper documentation and verification for on-site "Statement of Work"

(SOW). Successfully addressed customer issues both on-site and remotely,

and if not resolved, escalated to a higher level of support.

- Successfully completed implementation projects ahead of schedule

and under budget. As a result the project was operational

sooner.

- Developed a training class for co-workers with less technical

experience.

- Improved and resolved the performance issues on VMware

workstation clients running Windows Vista with Pearson Myitlab

software resulting in the customer's continued use of Pearson

Myitlab at Temple University College in Philadelphia, PA.

- Actively monitored customer systems remotely and communicated to

customer the remedy took to resolve their servers`/clients`

issues.

- Coordinated multiple schedules with customers to satisfy the

clients` deadlines.

- Escalated technical issues as needed to higher level of support

and maintained communication with customer throughout the

process.

- Identified new sales leads while performing implementation at

customer sites and directed the potential income to our sale

team.

- Accomplished learning new technology in order to perform the

duties required for the project at hand.

Pearson Digital Learning.

Field Engineer 1992 - 2006

Duties at Pearson involved coordination and implementation of multiple

projects while partnering with the customer to ensure a successful

installation. Installed computer hardware, operating systems software and

Pearson applications on server(s) and configured clients` computers.

Administered and deployed Pearson products throughout school districts.

Solved technical replication issues on SuccessMaker Enterprise District

version, a Pearson product. Worked with customer to resolve latency and

network issues related to Pearson products, network, server and client

computers.

- Collaborated with School District Administrators to implement

SuccessMaker and Wateford in their schools district.

- Diagnosed and resolved software, hardware connectivity issues in

a mixed Windows & Mac environment, Cisco routers and switches,

and resolved improperly configured settings or configurations.

- Conducted Help Desk phone support/Webex for clients on Pearson

software related issues.

- Proactively learned advanced technical training to promote

better customer service.

- Problem-solved and troubleshot network issues on network servers

and PC clients.

Education

. DeVry Institution - Bachelor of Science in Electronics Engineering

Technology (1990)

Contact this candidate