Customer Service Technician

.

Louis Gonzales

Networking & Telecommunications Specialist

Louis Gonzales

**** * ****** ***

Houston, TX 77065

Cell: 832-***-****

Email: *****.*.********@***.***

Objective To aid a company with their networking needs to help them maintain and improve

their network infrastructure. Also to provide excellent customer support for the company's

users. I am also seeking a job that will allow me to advance my skills and to further my

career within the company.

Work experience

CompuCom Systems Houston, TX 11/2006 - PresentTechnical Support Technician - Lead Technician

Manage a team of 4 on daily MAC orders and large scale projects

24x7 On-call support for network and telecommunication equipment

Installing and maintaining Cisco network equipment for remote sites

Daily MAC orders and troubleshooting of network equipment in datacenters

Develop and maintain voice menus, ACD applications, and call flow scripting for high

volume call centers and other high demand clients

Assist in the conversion of phones from Nortel to Cisco VoIP

Deployment and troubleshooting of 1000+ and counting Cisco VoIP Telephones

Installation and maintaining remote site Cisco network equipment.

Getronics Houston, TX 11/2005 - 11/2006Technical Support Specialist 1

Administration of Nortel (option 81c) SL1 PBX, CallPilot and Meridian Mail voicemail

systems for Chevron

Day to day software/physical MACs (moves, adds, changes) for customers

Assisting with and organizing large moves and installs

Troubleshooting of voice (Nortel) and data (Cisco) systems

MCA Communications Co. Houston, TX 6/1999 - 11/2005Level 1 Technician

Administration of Nortel (option 81c) SL1 PBX and an Avaya Definity PBX for ExxonMobil

and have experience in using OTM and writing Meridian Mail scripts.

Day to day adds, moves, changes for customers, installation and troubleshooting of DSL

lines.

Designed and maintain an Access database for active modem lines and digital lines.

Routing and installation of the CAT3, 5, 6 and fiber optic cable for voice and data

communications.

Kroger Houston, TX 6/1997-8/1997Cashier

Duties here consisted of the handling of money, customer service, and stocking duties.

Education

University of Houston Houston, TX 2007-2012

Masters in Technology - Network Communications

Focus of Curriculum: The program provides an advanced knowledge of communication between

and within computer networks, including data processing in the network environment,

network operations software and operating systems, and communication systems. The program

will emphasize the following topics: network security, network management, and project

management.

University of Houston Houston, TX 1998-2005

B.S., Information Systems Technology - Cum Laude

Cumulative GPA: 2.78/4.00

Major GPA: 3.42/4.00

Focus of Curriculum:

a. Develop a working understanding of today's business systems.

b. The design and integration of a user-friendly front-end with MS Access, SQL, and

Oracle database systems.

c. Building the skills needed to identify an organization's requirements and how best to

meet those requirements through technology.

d. Working in teams, managing teams, motivation strategies.

Certifications

Attained Cisco Certified Entry Networking Technician (CCENT) certification in October

2010.

CCNA (Cisco Certified Networking Associate) certification within the 2nd quarter of 2010

CCNA Voice certification by the end of the third quarter of 2010

CCNP (Cisco Certified Networking Professional) certification planned

Skills

Proficient in Cisco Unified CM Administration 6.1, Cisco Unity 7.0, Nortel Succession

5.0, Windows 98/NT/2000/XP Professional, MS Office 97/2000/XP/2003, Visual Basic.NET

2002/2003, SQL/SQL Server 2000, Oracle 9i, HTML/XHTML/XMLBilingual (English/Spanish)

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