Customer Service Training

Jose Santana

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

Address: **** **** **** #***

City: Austin

State: TX

Zip: 78744

Country: USA

Phone: 512-***-****

Skill Level: Management

Salary Range: $50,000

Primary Skills/Experience:

See Resume

Educational Background:

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Job History / Details:

Jose Santana

ITT Exelis/DOIM

FOB Spin Boldak

APO, AE 09355

Objective

To obtain a challenging and stimulating position in the information technology industry that will offer challenge and stability while utilizing my technical and professional skills.

Core Competencies

Excellent Oral and written communication Initiative and self motivated

Experience

ITT Exiles Work Dates: 2/2012-Present

Currently working in Afghanistan in IT department, imaging and troubleshooting computers. Experienced in Active Directory, Exchange and other server and client issues. Work directly with customers on resolving all types of computer problem issues. Troubleshoot SIPR,NIPR and CXI network connectivity, network printing and user access issues. Plan, develop, and led interactive skill-building software training classes for Military and civilian personnel. Provide software training on an individual and small group basis within a classroom setting. Build and maintain computer systems and performed memory upgrades and baselines. Manage User accounts and computers using Active Directory

CyberTex Institute of Technology Work Dates: 9/2009-10/2011

Austin TX

Planned and coordinated training syllabi for MCSA and MCSE program update and make suggestions for all class material. Provided innovative, practical, and dynamic computer training solutions that saved time, increase productivity and improve the way in which people accomplish tasks, Prepared for each class and deliver state of the art training in computer software programs such as Microsoft Office Suite, including SharePoint, Adobe Suite, and various other clients. Configured a Server 2003 and 2008 and client workstations to work properly in a client server-training environment. Act as assistant MCSA and worked as a help desk technician for both hardware and software related issues. Test trainees to measure their learning progress and to evaluate effectiveness of training presentations. Conducted training programs on complex topics and designs and develops training program elements/modules.

Gary Job Corps Work Dates: 11/2006-4/2009

San Marcos TX

Performed upkeep of computer lab, including computer maintenance, networking of 60 clients and recommending purchases of new technology. Instructed towards the CompTIA A+ and CompTIA Network+ training. Delivered quality classroom instruction Planned for emerging technologies and prepare for new classes on an on-going basis in coordination with education management. Contributed to the value adds for courses delivered and excel beyond average course delivery. Provided superb customer service to every client by maintaining a "whatever it takes" attitude. Assisted with on-going projects as requested, trained less experienced instructors.

FCI Bastrop Work Dates: 8/2005-9/2006

Bastrop, TX

Performed upkeep of computer lab (lab technician), including computer maintenance, networking for the Federal Correctional Institution, and assistant to the on-site MCSA. Instructed Microsoft Office Suite certification course. Coordinated and conducted training session on new phone system and voice mail, including hardware and administrator training as needed on first day of business. Assumes responsibility for the Information Technology internal controls program thus insuring that proper computer security is maintained. Performs site planning, preparation and installation of computer equipment, including, but not necessarily limited to, assessing hardware cabling, electrical requirements, network servers, air conditioning requirements, space allocations, employee safety concerns and physical security, etc.

City of Austin Work Dates: 1/2004-12/2004

Austin, TX

Performed system administration duties of computer lab, including computer maintenance, networking. Training Coordinator, supervision of 12 employees. Worked with adult education in html and basic computer functions. Performed local and remote software changes and repair procedures using appropriate technical documentation. Assumes responsibility for the Information Technology internal controls program thus insuring that proper computer security is maintained. Performs site planning, preparation and installation of computer equipment, including, but not necessarily limited to, assessing hardware cabling, electrical requirements, network servers, air conditioning requirements, space allocations, employee safety concerns and physical security, etc.

ACC Work Dates: 1/2001-12/2003

Austin, TX

Served as lab technician for Austin Community College. Instructed HTML and Digital Imaging courses. Administered the Automated Identification Technology (AIT) System, served as the systems administrator. Engaged in operation, maintenance, enhancement and integration of all functions relating to specific system and its connectivity to the Local Area Network (LAN) and Wide Area Network (WAN) networks. Created and maintained user accounts within the system, created and changed passwords within Active Directory.

Monitored file sizes and operating system event logs on supported servers and report any unusual findings to the IT Security Office for action. Created batch programs and queries to increase user's productivity or to provide enhanced automation capabilities.

Texas Workforce Commission Work Dates: 9/1980-11/2000

Austin TX

Served as communication specialist. Maintained PC's including Mac's in good operating conditions. Worked with pre-press and graphic arts department. Made decisions on the best way to communicate to public such as in print, classes, and newspaper or all. Designed and maintained HTML website site for department.

Education:

CyberTex Institute of Technology: compTIA A+,compTIA Network+,compTIA Security+,MCP, MCSA, MCSE, MCT.

Region XIII (Austin, Texas): Texas Educator Certificate (computer maintenance)

Austin Community College: A.A.S. in Offset Printing & Desktop Publishing,

Certificate in Graphic Arts. Achieved several technology certificates

Professional Certifications: Certificate OSX Administrator, Certificate OSX Server

Military Service: USN-Honorable Discharge

Clearance: Active Secret

Computer Skills:

Work with MS DOS operating systems. Windows 2000/XP/, Windows 7, Sever 2003/2008, Sharepoint portals, RAID, Proficient in MS Office type 75 wpm. Troubleshoot network connectivity using ping telnet trace router patch upgrades, other TCP/IP tools, VOIP, Asset Management Tag, Track4000, Catalyst 6500series switches, Cisco 7600, S8700 server, Wireless, SIP, SONET, MPLS, Procom, CDMA, LTE, NIPRNET, SIPRNET, OC-48, DNS, Tandberg MPS 800, TACAN antennas, VORs and L2VPN.

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