Customer Service Technical Support

Mauricio Ulate

Milwaukee, WI ***** * 414-***-**** ********.******@*****.*** *

PROFESSIONAL EXPERIENCE

Field Technical Support Specialist January 2011 – May 2017

Hewlett Packard Enterprise Milwaukee, WI

• Break/fix server and storage hardware technician responsible to perform effective

troubleshooting to fix problems in a timely matter. Maintained composure and patience in face

of difficult situations.

• Worked with the installation team in the state of Wisconsin and near by states helping installing,

configuring and maintaining customers new equipment. Helped migrating existing hardware

platforms from one location to another.

• Involved with firmware upgrades and proactive work based on customers contracts and critical

situations.

• Managed to work with a different variety of networking equipment at a hardware level.

Certified CE May 2008 - January2011

Hewlett Packard Milwaukee, WI

• Break/fix desktop hardware technician focused on helping home users and big corporations.

• In charged deploying new PCs and Laptops for Bank of America and Merry Lynch employees.

• Responsible to install new software using guidelines and manuals from our remote support

team.

• Worked with a massive amount of HP printer models troubleshooting, replacing hardware and

performing new installations.

Tape Storage Support Agent February 2007 – May 2008

Hewlett Packard San Jose, Costa Rica

• Acted as a technical support agent providing help to our field technicians troubleshooting

storage solutions in the countries of USA and Canada.

• Worked mainly with Tape Storage devices and HP’s backup software facilitating to our

customers the best and fastest support to minimize downtime.

Super User August 2006 – February 2007

Hewlett Packard San Jose, Costa Rica

• Provided base level IT support to new hires creating new user accounts, resetting passwords,

setting up new PCs, installing software and troubleshooting basic hardware issues.

Additional Experience

Customer Service Agent February 2006 – August 2006

Hewlett Packard San Jose, Costa Rica

Customer Service Representative January 2004 – December 2005

Sykes Heredia, Costa Rica

Attributes

• Fluent in English and Spanish

• 50% fluent in German

• Team Player

• Self-motivated

• Hard-working

Education

Milwaukee Area Technical College Milwaukee, WI

Associate Degree (Currently enrolled)

Major: IT Information Systems Security Specialist

Hewlett Packard Enterprise University Palo Alto, CA

Nonstop NB Series Certified Support Professional HPE Headquarters

Nonstop NS Series Certified Support Professional 2015

Nonstop X Series Certified Support Professional

Hewlett Packard University Boston, MA

VMware VSphere 5.5 VCP-DCV 5-day course 2014

Hewlett Packard University Online Class

CompTIA Server + 2010

CompTIA A+

CompTIA Network+

Hewlett Packard University Atlanta, GA

Proliant Server Support Certified Training 2010

Storage Support Certified Training

Hewlett Packard University Houston, Tx

Laptop & Desktop Support Certified Training 2008

Printer Support Certified Training

Universidad Latina San Jose. Costa Rica

One full year of computer science in college 2004- 2005

Contact this candidate