Customer Service Software

Aracy Gurgel

**** * ******** ****. ***. ***. Coconut Creek, Fl 33063

Phone: 954-***-****. Cell: 954-***-****

e-mail: **********@*****.***

Professional Summary:

Hard working, highly skilled professional with over 9 years in customer

service, technical support, e-mail, MS Office applications, remote control

software and medical software.

Education:

Keiser College- Fort Lauderdale, FL

Associates Degree in Network Administration

Computer Technical Institute, Bridgeport, Ct

Computer Operations.

Broward Cmmunity College-

A+ classes

HDI- online

Help Desk Certification

Technical Skills:

Operating Systems:

Windows 3.1,95/98/2000/ME/XP, Vista, MS-DOS, Novell-Cisco based

environment and MS Exchange.

Hardware:

Dell desktops and laptops, Compaq Presario desktops, HP printers (both

home and office, including scanner/fax/copiers), PC and laptop

peripherals (hard drives, RAM memory cards, CD/DVD drives), WOW

workstations.

Software:

MS Office (Word, Excel, Powerpoint, knowledge of Visio,

Outlook/Exchange, Outlook Express), GroupWise, Eudora mail, Internet

Explorer, Adobe (Acrobat Pro/Reader/Distiller, Photoshop), Paintshop

Pro, Citrix Program Neighborhood, Landdesk and Active Directory.

Medical software: SMS Invision, Cerner, Powerchart, Surgiserver,

Pharmnet and Firstnet.

Network Support:

Cable modem, DSL, Wireless G4, Password reset

Diagnostics Utilities: Msconfig

Remote Assistance: SMS 2.0, VPN, Remote desktop connection.

Web browsers: Internet Explorer and Firefox

Helpdesk software: Heat 7.0, Knowledge base software and Unicenter

Programming: Basic knowledge of HTML and Visual Basic.

Professional Experience:

STEFANINI IT SOLUTIONS INTERNATIONAL - Fort Lauderdale, FL 11/2007- Present

Service Desk Analyst

. Provide Helpdesk support for Gerdau Ameristeel (the

fourth largest overall steel company and the second largest

minimill steel producer in North America) to over 10000 users in

English and Portuguese.

. Troubleshooting hardware and software problems on a

multi-branch LAN network and stand-alone desktop devices through

phone, e-mail, and computer remote access.

. Assisting users on issues going from resetting passwords,

recreate users profiles, connect users to network drives,

printer problems.

. Maintain good communication standards with IT team

(Management & Technicians).

. Maintain documentation of every service call/email

through CA Unicenter ticket database software specially created

to keep records of service tickets.

. Assist users with issues related to the following: OE,

FABG, SAP, GMR, QMOS, Lawson, Maximo, GGP, D7i (DSSTPROD),

Citrix/VPN, Mayer, TONS (Msprod), MS Office, Office

Communicator, Internet, Desktop, Laptop, Winterm

KAPLAN UNIVERSITY (temporary position)- Fort Lauderdale, FL 9/2007-

11/2007

Technical Support

. Tier 1 level support

. Assistance to students trying to login in the University's web

site.

. Provide assistance through chat and Microsoft Outlook

. Remote control to user's using Gotoassist.

. Reset passwords

. Troubleshooting problems with dropping assignments to

instructor, grades, projects and exams.

. All web based environment.

. Phone technical support.

NORTH BROWARD HOSPITAL DISTRICT- Fort Lauderdale, FL 9/1998 - 9/2005

Systems Specialist

. Worked in Tier 1 and Tier 2 level support.

. Provided technical assistance to computer system users on a

Windows XP environment.

. Answered questions or resolved computer problems via e-mail,

telephone or remote control.

. Provided assistance concerning the use of computer hardware and

software, including printing, installation, word processing

software, electronic mail, and operating systems.

. Troubleshooting and training of Microsoft Office software and

medical software (Cerner, SMS Invision, Powerchart, Firstnet,

Surgiserver).

. Instructed users on how to login, reset passwords and Internet

problems.

. Reset Novell and medical software passwords.

. Supported desktops and laptops computers.

. Helped to upgrade and support the Hospital's own Knowledge base

software (IKNOW)

. Complied with SLA and HIPA regulations.

. Helped to rollout and setup computers when IT moved to another

facility.

. Helped with the migration from windows 3.11 to 95, 2000 and

Windows 95 and 2000 to XP.

Accomplishments:

. I was the key person in finding, diagnosing problems and

providing solutions with new upgrades.

e.g. GroupWise- after an upgrade it did not open even if it was

verified and reinstalled from the network or simply disappeared

from NDS. I found out that the installation they provided was

outdated and they need get an updated version or in some cases

this application had to be installed locally. I communicated

this problem to systems analyst and together we were able to

resolve the problem.

. I was also very quick in detecting Network problems and

communicating to management and co-workers.

. The system analysts trusted me in helping them to detect

problems with medical software upgrades.

. Attended several customer service classes: "Dealing with

Difficult Customers", " A Smile on the Phone is Worth a 1000

Words", "The Customer is Always Right", among others. These

classes provided the tools needed to deal with several

situations.

. Read several customer service and self-improvement books and

articles.

. Received several customer service awards.

. I was elected the employee of the quarter year and was running

for the employee of the year when I left the company.

. Received a ward for my volunteer work translating documents and

forms from English to Portuguese, helping promote awareness of

the hospital services and patient rights to the Brazilian

community.

Additional Professional Experience:

. Homeowners Marketing, Sunrise, FL

Computer Operator/ Technical Support 6/1996 -

7/1998

. Assisted users with installation and troubleshooting of

hardware and software.

. Ran monthly batch jobs

. IBM Boca Raton, FL 1995-1996

Phone Technical Support

. Supported customers with desktop PCs and Laptop problems

. Self-Employed Fort Lauderdale, FL 1993-1995

English Portuguese Interpreter

. Interpreted for clients of lawyers and clinics.

. FUJITSU Danbury, CT 1989- 1992

Computer Operations

. Performed nightly systems backups, end-of batch processing

and reports distribution.

. Gateway Bank Georgetown, CT 1987-1989

Computer Operations

1 Performed nightly systems backup, end-of batch processing and reports

distribution.

. IBM Milford, CT 1986-1987

Technical Support. & Computer Operations

. Performed nightly systems backup, end-of batch processing

and reports distribution. Assisted users with installation

and troubleshooting of hardware and software.

Languages: Fluent in English and Portuguese. Basic Spanish.

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