Customer Service Engineer

NELSON BARRETO, JR.

** *********** ***** ****** ******, New York 10302

347-***-**** . **********@****.***

SUMMARY

An accomplished Information Technology Engineer utilizing diversified and

progressive experience in the full range of technical assistance and

operations as well as client services. Expertise in all aspects of system

evaluation, installation, upgrades, testing and maintenance.

QUALIFICATIONS

. Highly organized, detail-oriented and conscientious. Consistently meet

or exceed time and quality standards.

. Cultivate productive relations with managers, colleagues, and others in a

variety of work environments.

. Possess excellent written and verbal communication skills in English and

Spanish.

TECHNICAL BACKGROUND

Certifications:

Comptia A+ Certification IBM Certified

Microsoft Certified Professional Windows 2000

HP Certified

Operating Systems:

Windows XP

Windows Vista

Windows 7

Software:

Microsoft Office 2003, 2007, 2010

Outlook 2007, 2010

Lotus Notes

GWI

Remedy

LogMeIn

Track It

Team Viewer

Ultra VnC

Hardware:

Workstations, Hard Drives, Laptops,Desktops, Motherboards, HPLaser Jet

Printers, Blackberry, IPhones, Droid, Zebra Printers, Avery Dennison Label

Printers, Motorola Handheld Scanners. Mac Workstations

EMPLOYMENT HISTORY

Horizon Group USA, Dayton, New Jersey

Desktop Support Engineer, February 2011-Sept 2012

. Provided all facets of technical/desktop support to 1,000+ in-house end

users comprised of Corporate and Warehouse staff at Horizon Group USA.

Serviced numerous Remote offices within the United States and China

ensuring customer service and timely completion of assignments

. Installed and Configured Motorola Handheld Scanners

. Provided 2nd and 3rd level support for Horizon Group Employees

. Responsible for resetting user passwords, adding or removing applications

within Active Directory as well as from the Citrix environment.

. Adding or removing employees from active directory in conjunction with

Human Resources as well as running audits on PC and Laptops.

. Remotely configured applications using Team Viewer and Ultra VNC

. Installation and Configuration of MS Office 2007 and 2010

. Installation of POS software within Citrix via Active directory

. Configured distribution lists within Outlook 2007 and 2010

. Installed Windows XP and Windows 7 Operating Systems

MATHESON TRI-GAS, Basking Ridge, New Jersey

Helpdesk Agent/Consultant, October 2010-January 2011

. Remotely configured Laptops,Desktops,Printers,IPhone and Droid Devices

for Local and Network use via LogMeIn Services

. Installed and Configured Zebra FedEx Label Printers

. Provided 2nd and 3rd level support for Matheson Employees as well as

routed calls to 4th Level and Higher support.

. Responsible for resetting user passwords, adding or removing applications

within Active Directory as well as from the Citrix environment.

. Adding or removing employees from active directory in conjunction with

Human Resources as well as running audits on PC and Laptops.

. Remotely configured applications using Team Viewer and Ultra VNC

. Installation and Configuration of MS Office 2007 and 2010

. Installation of POS software within Citrix via Active directory

. Configured distribution lists within Outlook 2007 and 2010

. Installed Windows XP and Windows 7 Operating Systems

CONSULTA NT, Staten Island, New York

Desktop Engineer/Consultant, September 2008-October2010

. Responsible for the full range of systems operation including new

product installation, upgrades, configurations, transfer of

data, customized applications, testing, maintenance and repair

INNOVATIVE TECHNOLOGY SOLUTIONS, Staten Island, New York

Desktop Engineer/Consultant, September 2007 to September 2008

Consistently met and exceeded client expectations.

. Provided all facets of technical/desktop support to 3,000+ in-house end

users comprised of hospital administration and medical staff at Staten

Island University Hospital. Serviced numerous affiliated clinics within

Staten Island and Brooklyn ensuring customer service and timely

completion of assignments.

. Responsible for the full range of systems operation including new product

installation, upgrades, configurations, transfer of data, customized

applications, testing, maintenance and repair.

. Installed a variety of hospital software including IVANS, Horizon Patient

Folder (HPF), McKesson PCA, and Scan Soft Paper Port. Imaged desktops as

needed.

. Handled numerous adds, moves and changes ensuring accuracy, attention to

detail and adherence to deadlines.

. Troubleshoot and resolved a variety of hardware and software

discrepancies.

. Interfaced daily with and assisted a broad range of contacts including

physicians, nurses and related medical personnel as well as hospital

administration. Provided quality service.

. Worked closely with the Help Desk to obtain assignments. Opened and

closed trouble tickets in a timely, efficient manner utilizing the GWI

systems

. Installed Windows XP and Windows 7 Operating Systems

Page Two

KPMG, LLP, New York, New York

Desktop Engineer, 2005 to September 2007

Recipient of five awards in recognition of exemplary customer service.

. Provided the full range of Global IT assistance to 4,000+ in-house end

users both nationally and internationally. Responsible for all aspects of

systems operation including new product installation, upgrades,

configurations, transfer of date, in-house applications, remote usage,

testing, maintenance and repair.

. Performed the configuration and deployment of various wireless devices

including Treo and Blackberry. Activated and downloaded necessary

software.

. Provided quality assistance to clients ensuring optimum levels of end

user satisfaction; responded to a high volume of technical inquiries and

provide requested data.

. Ensured accurate and concise record-keeping reflecting services provided

as well as timely resolution of end user discrepancies; completed

pertinent documentation with attention to detail.

. Participated in a 4-month rotation in support of the Office of the

Chairman. Provided all levels of technical assistance to upper

management.

. Installed Windows XP and Windows 7 Operating Systems

Major assignments included:

AASP Sites - Citigroup

. Provided Global on-site technical support to 300+ Citigroup employees.

Responsible for operation and maintenance of laptops and desktops as well

as update and configuration of server; perform back-up of all data on

server.

International Liasion

. Served as a Global technical support liaison for Japanese and Korean

tax/audit practices. Provided technical support to international

employees; installed Japanese language packs.

Onboarding of New Hires

. Lead technician in managing a team of 10 technicians in configuring

approximately 1,000+ laptops per year for new employees

GE/COMPUCOM (formerly GE/ITS), New York, New York

Desktop Engineer Consultant, 2000 to 2005

. Responsible for all phases of IT Management for over 3,000 in-house and

mobile users. Oversaw systems operation involving new product

installations, upgrades, configurations, transfer of date, in-house

applications, remote usage, testing, maintenance and repair.

. Managed multiple projects simultaneously ensuring productivity and

adherence to deadlines.

. Performed the installation and configuration of Japanese/Korean Language

Packs with Microsoft Office. Provided technical recommendations for

hardware and software needs.

Major assignments included:

KPMG, LLP - DeskSide Engineer

General Electric Information Technology Services- DeskSide Engineer

Selected as the first Technician to attend the Japanese Culture and

Thinking seminar; consistently requested by Asian department managers to

provide support for their audit and tax practices as well as to write

technical recommendations and proposals.

DECISION ONE CORPORATION, New York, New York

Lead Service Support Technician, 1995 to 2000

. Assigned by the company to provide long-term on-site hardware/software

support to Fortune 500 clients.

. On the client's side, coordinated all phases of projects, including

system design, parts ordering, installation, testing, documentation,

training and ongoing support.

. Generated reports for review by management reflecting services provided

and resources needed.

Major assignments included:

Chase Manhattan Bank - Lead Project Coordinator/Service Support Technician

. Set up a complete LAN, ensuring compatibility between the LAN's software

and the company's customized software. Trained IS and Help Desk

personnel in the system's operation; provided guidelines for preliminary

troubleshooting.

. Ensured that the area's computer hardware and programs were fully Y2K

compliant.

REFERENCES FURNISHED UPON REQUEST

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