Customer Service Technical Support

wilson

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

Address: vargas

City: panama city

State: FL

Zip: 32405

Country: USA

Phone: 850-***-****

Skill Level: Senior

Salary Range: 57,000.00

Willing to Relocate

Primary Skills/Experience:

IT 18yrs

Help desk specialist 15yrs

Networking 18yrs

Bilingual 18yrs

Auto Cad

Drafting

Web sites

Educational Background:

Chipley High 1984

W.H.V.T.C. 1982

Marrietta Tech 1988

US NAVY 1995 - 2010

Job History / Details:

Wilson Vargas

913 Light St. Baltimore, MD 21230

*********@***.*** 443-***-****

Technical Support Specialist

Solution-Focused Professional with 15+ years experience providing rapid and client-focus technical support to up to12, 000Users. Demonstrated the capacity to identify root causes and direct users to lasting resolutions. Adept at articulating complex technical concepts to users of varying technical understanding. Well versed in a variety of common operating systems, applications, and hardware with a proven ability to master new tools and technologies quickly. Outstanding interpersonal strengths illustrated by several awards.

Areas of Expertise:

Troubleshooting & Resolution Root Cause Analysis

End-user Training & support System Implementation

Schedule & Ad Hoc Maintenance Rapid Ticket Response Times

Client Relationship Management Detailed Documentation

Technical Proficiencies:

Certifications: Computer Repair & Trouble shooting, Bilingual, AutoCAD, and Drafting.

Platforms: Dos, UNIX, Windows 3.1, 95, 98, 98SE, Millennium, XP, XP home, XP Media Center, XP PRO, Vista, & Windows 7.

Hardware: HP, Dell, Compaq, Gateway, Alienware, Printers, Scanners, Projectors, laptops and notebooks alike.

Applications: Word, Power Point, Excel, Access, Publisher, Microsoft Office, 2000, 2003, 2007, Antivirus, backup applications (NAS, SAN), Computer Trouble Call Ticketing, BMC, Internet Security, AutoCAD, Intelicards, Training Application Software, Router Application Software.

Professional Experience

COMPUTA Panama City, FL

2/2010 Present

Data Processor (DP) Information Technology (IT)Self Employed

IT, DP, Web Sites, Marketing, Hard and Software T/S, Networking, Consulting, Technical Support, and Translations.

Key achievements:

Provided IT services to the small and mid-size companies that cannot afford a corporate fee. Using what resources they have to reach the best most inexpensive solution while meeting their needs. Web design and support for Associations and Community systems. Systems upgrades for computerized industrial systems and maintenance.

UNITED STATES NAVY Chicago, IL 4/1995 2/2010

Data Processor(DP) Information Technology (IT)

Provided Technical Support to 4,000 - 12,000 for a Naval US Carrier. Resolve diverse hardware and software issues. Ensured quick resolution of user issues, concerns and ensured proper maintenance of workstations weather LAN or Standalone. Responded to service request and expediently resolved to maximize system uptime.Deployed new workstations, and printers, repaired old ones, installed operational systems platforms, applications, drivers, configuring network properties, and hardware. Supported disaster recovery plans creating, upgrading, and adjusting as needed. Performed regular backups and recovery. Performed upgrades system wide and ensured minimal downtime of systems. Trained peers in technologies and applications. Created and managed special projects to meet operational needs. Supported Naval Carrier Medical department with technical support implementation for medical software in order to make it applicable for use.

Key achievements:

Became proficient on all aspects of LAN Systems (Mainframe, Network, Routers, Switches,

Cable, network cards, Repeaters, and classified systems). Such help me become a much better customer support specialist.

Outperformed peers by maintaining an outstanding record of technical support service and resolving all trouble tickets while assisting junior personnel.

Significantly reduced workstation set up time by developing procedures to streamline operational systems implementation and security properties configuration.

Substantially increased security and performance of systems by initiating installation of new antivirus, antispyware, shields, root kits, and memory scanners to avoid threats and incursions to the system (S).

Sallie Mae Lynn Haven, Florida 11/1990 4/1995

Team leader Customer Service / Collections:

Managed 80 120 personnel in the collection, customer service and support of guaranteed student loans. Created and managed special language team to support foreign accounts. Assisted and performed supervisor as needed. Provided quality control, trained junior personnel and streamlined system to optimal performance.

Key achievements:

Employee of the year award

While at Sallie Mae I went from Trainee to Customer service representative to Team Leader to Manager.

Maintained an excellent customer service record and resolved issues within and outside my department.

Telephone Engineering Inc. Roswell, Georgia 11/1989 11/1990

Outside Plant Engineering (OPE)

Forecasting and support for 911 Emergency Telephone System, Design and Development of digitized mapping systems for 911, contract drafting and design of planning records for 911 systems and implementation.

Key achievements:

Fulfilled and renewed my contracts extending and adding revenue to the firm.

Henkel s& McCoy Blue Bell, Pennsylvania 1/1989 11/1989

Outside Plant Engineering (OPE)

Contract Drafting, record management, Design outside plant engineering.

Key Achievements:

Inherited contract and fulfilled it timely for the firm.

Engineering AssociatesMarietta, Georgia 5/1986 06/1988

Outside Plant Engineering (OPE)

Drafting and design of Outside Plant Telephone Engineering.

Key Achievements:

Fulfilled contract and ensured quality accurate records for the firm.

Education & Training

Chipley High School Chipley, Florida 1984

W.H.V.T.C. Chipley, Florida 1984

Marietta Tech Marietta, Georgia 1988

Certifications:

Bilingual (Spanish) Certified by US NAVY

Drafting Certified by W.H.V.T.C

AutoCAD Certified by Marietta Tech

Computer Repair Certified by US NAVY

Thank you for your consideration

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