Customer Service High School

CHRISTINA AYALA

**************@*******.***

IT TECHNICIAN

PROFESSIONAL PROFILE

• Bilingual: Spanish & English

• Strong emphasis on customer service and desire to learn and grow.

• Understanding of basic IT infrastructure to escalate issues where appropriate.

• Professional communication skills: writing, speaking, presenting, and influencing.

• Simplify complex technical procedures and processes and present them in a simple manner.

• Goal-oriented, with solid planning and organizational abilities complemented by meticulous follow-through.

TECHNICAL SKILLS

Machines::: IBM (Netfinitys/PC’s/Mainframes), RS6000, Dell, HP client/server, Compaq, Mac, Sun.

Operating Systems::: Windows 95/98/2000, NT Workstation/Server, UNIX (AIX/Solaris), DOS, HP-UX, Mac OS, installed dual boot (Windows 7/NT/XP//2000).

Hardware::: System Boards, PC motherboards, Network Interface Cards, Modems, Sound Cards, Video Cards, SCSI and IDE Devices, Fiber-cards, Memory, Clock Circuits, Logic Probes, Hubs, wireless.

Software Programs::: PC anywhere, Lotus 123 for Windows, California I-Train, NetSuite, FIMS, Great Plains, Microsoft Outlook, Microsoft Word, Microsoft Excel (vlookup, pivot tables, macros), Netscape Navigator, Anti-Virus, Mathematica, Logic Works, Larson’s Algebra, HTML.

Cisco Networking::: media, routing tables, configure and verify router interfaces. Distance vector and link-state routing protocols; RIPv1; classfull and classless IP addressing; RIPv2; EIGRP; OSPF; VSLM and CIDR

EMPLOYMENT HISTORY

Call Center Representative (8/2012-Present), Google (Randstad Staffing), Mountain View, CA

• Review and verify customer information has been entered correctly into internal software programs; to issue new replacement device or full refunds.

• Verify that all required information are received from shipping provider and customer.

• Provide customer support and instructions via email and phone.

• Read and research through 100+ intranet documents to provide accurate information in response to inquiries about products and services.

• Interact with other support teams to resolve customer issues and services.

• Attend regular meeting of policy changes, security, and escalations.

Employment Development Advisor (2007-7/2012), One-Stops/Non-Profits, Silicon Valley, CA

• Established and cultivated strong relationships with employers and community-based organizations to employ job seekers: to ensure performance goals and compliance are met.

• Evaluate the need and persuade management to offer training based on Workforce Investment Act policies, laws and procedures ensuring customers are advised of the best career paths to take.

• Instill jobseekers with concrete useful knowledge and confidence.

• Receive many thank you notes and kudos from managers and customer for a job well done.

• Supported the IT manger with software installs and updated system software.

• Lead developer for the planning, scheduling, refinement, and implementation of all educational programs and job searching workshops following California State Academic State Standards and current workforce employment trends.

Literacy & Mathematics Teacher (2002-2006), San Jose & Alum Rock Unified School District, San Jose, CA

• Revised courses incorporating current research and best practices in Pre-Algebra and Algebra to 6th, 7th, & 8th graders.

• Enriched curriculum by introducing technology-based teaching – graphing calculators, mathematical formulas and Microsoft Excel – while utilizing everyday tasks such as calculating a car payment or creating a budget to ensure learning.

• Appropriately applied research-based and proven learning techniques, under high pressure, to advance students beyond their expectations.

• Taught literacy (Reading) to 20 first graders achieving the following results – 75% reading at grade level and 25% reading phonetically by the end of the school year.

Information Technology (2000-2002), International Business Machines (IBM), San Jose, CA

• Provided technical support to several hundred customers who worked on various computer platforms through ticket system or phone calls, receiving rave reviews for excellent customer service.

• Effectively resolved connectivity problems associated with modems, browsers, fiber cables, cat5 and operating systems over a local area network (LAN).

• Supported Y2K conversion of several hundred computers and installed service package 2.

• Installed and configured operating system on IBM (Netfinity/RS6000), SUN Ultra, HP, Dell and PowerPC workstations and servers.

High School Mathematics Teacher (1997-1998), Kerman Unified School District, Kerman, CA

• Imparted Algebra, Geometry, and Trigonometry concepts to freshmen, sophomores, and junior high school students resulting in 85% of the students passing to the next grade level with an A, B or C grade.

• Included leading edge technology into classroom teaching 2-D animation software (Mathematica) and graphing calculators.

• Designed a custom grading system-using Excel that allowed the creation of grade charts easily used and understood by students and teachers.

EDUCATION

Bachelors of Art, Mathematics, CSU, Fresno, CA

Single Subject Clear Professional Teaching Credential, CSU, Fresno, CA

Graduate Courses in Computer Science, CSU, Fresno, CA

Advance Excel & Accounting Courses, Mission Community College, San Jose, CA

Cisco Networking Academy (Fist Semester), Santa Clara High Tech Academy, Santa Clara, CA

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