Technical Support Years Experience

Reynaldo Marte Garcia

** ****** ****, ********, **, 11590 516-***-**** *************@*****.***

HELP DESK SUPPORT REPRESENTATIVE

■ Qualifications Highlights

Help desk technical support representative, with seven years experience working with end-users and

professionals.

Adheres to high level of service ethics, demonstrating customer-oriented communication skills and

quick grasp of client requirements.

Provides technical support and problem solving services on the following areas:

• Windows 95, Windows 98, Windows 7, Windows XP, Windows 8

• MS Office 2003, Office 2007 and Office 2010 suites.

• IP Peripherals – Cisco switches, routers and firewalls.

• Protocols – TCP/IP, DNS, DHCP, SMTP, FTP, HTTP

• Hardware Upgrades.

■Core Competencies and Strengths

• Troubleshooting skills – creative problem-solver.

• Organized and disciplined.

■Educational Qualifications

• BA or Associates degree in Computer Science.

■ Professional Experience

American Airlines Puerto Plata, Dominican Republic Oct 2011 - Dec 2012

Passenger Service Agent

Provide clear, brief and considerate information for the traveling public.

• Operations Agent including 757/737 American Airlines fueling.

• Ramplink Coordinator

• Push Back

• Monitor particular needs passengers and individual effects in airport.

• Maintain an enjoyable and professional conduct at all times.

• Attend to wheelchair (carry on/carry off/Stretcher passengers and individual effects and any

passenger requiring help).

• Assess passenger’s requirements and abilities to utilize the correct mobility equipment.

• Assist in particular needs of passengers and personal effects to make sure a

faultless/pressure free airport experience by means of all facilities at the port.

• Operate surreys through terminal and parking facilities counting support passengers and

individual effects on.

• Operate paging and statement systems at the gate as necessary.

• Help disembarking/embarking passengers and individual effects from aircraft through port

facility to parking facility.

Ceducomp Puerto Plata, Dominican Republic Jan 2007 – Jan 2008

Help Desk Support Representative/Technician

Provided tech support via phone, the Internet, or in person (in customer’s home, or at the office).

• Regularly provided efficient technical support over the phone, maintaining presentable phone

demeanor, courteousness, and creativity.

• Diagnosed software-hardware problems, responding quickly, clearly, and resourcefully.

• Accurately documented all technical support and customer’s help-desk interaction.

• Followed help-desk policies to the letter – Prepared reports of activity and stayed up to date

regarding system information.

Contact this candidate