Technical Support Manager

CESAR TEJADA

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***-** ** ****** ******, New York 11368 ***********@*******.*** 718-***-****

TECHNICAL SUPPORT MANAGER

Solutions-oriented Technical Support with notable success directing a technical support department

while participating in planning and implementation of information solutions in business objectives.

Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively

resolve challenging technical issues.

Hands-on experience leading all agents on system usage, invoicing and reporting. Stages of

system development efforts, including requirements definition, design, testing, and support.

Outstanding leadership abilities; able to coordinate and direct 5 External and 5 internal technical

support personnel while managing, motivating, and leading project teams.

CORE COMPETENCIES: Hardware configuration; Software installation; Data Recovery; Backup; Disaster

Recovery Planning; Some Network & Systems Security; Business Impact Analysis; Helpdesk trouble

shooting; Website Design.

* Platforms: Microsoft Windows® operating systems from 95 on.

* Languages: HTML.

* Tools: Norton Firewall and Ghost, McAfee/Norton Virus Protection Utilities, Lotus Notes, Microsoft

Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint ®, Microsoft Access, and

Microsoft Outlook®), Microsoft Project, and Microsoft FrontPage ®, PcAnywhere Remote Access; Team

Viewer; Logmein; CorelDraw; Bilingual “English/Spanish”.

PROFESSIONAL EXPERIENCE

Envios RD Corp “Pronto Envios”, New York, New York 2006 – 2010

Technical Support Manager

Recruited to establish and manage technical support department. Oversee companywide efforts to

identify and evaluate all critical systems issues. Collaborate with external programmer to conduct in-depth

system testing and present all results to senior management. Created company installation CD and

procedures. Facilitate awareness support of office systems for management and employees. Supervise

daily activities of all technical support personnel.

UNIVERSAL TECHNOLOGY CENTER, Santo Domingo, Republica Dominicana 2000 – 2005

Technical Support & Inventory Manager

Managed system development teams charged with performing new inventory system. Supervised release

testing for new applications; provided final approval for bug-free, fully functional solutions. Oversaw

recruiting and training for employee. Performed daily, weekly and monthly reports. Supervised technician

performance; Coordinate technical support task.

EDUCATION AND CREDENTIALS

Associate Degree in Analyst and Design

UNIVERSAL TECHNOLOGY CENTER – Santo Domingo, Dominican Republic

5th Semester in System Analyst

UNIVERSIDAD APEC – Santo Domingo, Dominican Republic

4th Semester in Computer Science

PONTIFICA UNIVERSIDAD CATOLICA MADRE Y MAESTRA – Santo Domingo, Dominican Republic

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