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Technical Support Microsoft Office

Paterson, New Jersey, United States
May 30, 2017

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Gustavo Romero

*** *.**** ****** ********, NJ


EDUCATION: Dover Business College

Certificate: SQL Completed: December 2013

Dover Business College (Clifton) Graduated: June 2011

Diploma: PC Networking

County College of Passaic Graduated: May 2003

Degree: Associates in Science

Business and Administrating/Criminal Justice

ACCOMPLISHMENTS: Senate Representative of PC Network/Administrating for the Student Body Government at Dover Business College



Computer Hardware: Installation, configuration and troubleshooting of various types of Microprocessors, Motherboards, RAM, Monitors, Hard Drives, CD ROM drives, NIC Cards, Modems, Sound Cards, Batteries, Power supply, Dot Matrix, Ink Jet Printers and Laser Printers.

Computer Software: Installation, planning, upgrading and configuration of Windows XP Pro, 2000, 2010 Windows Operating Systems, Control Panel, Installing and Configuring Device Drivers, Installing Protocols. Experience with Microsoft Exchange Servers. DOS Operating System, Internal and external DOS commands.

Application Software: Excellent skills using the Microsoft Office Suite 2010, 2000, XP, 2003, 2013 Vista and Windows 7 and 8, including Outlook, Word, Excel and PowerPoint. Experience with Citrix Desktop Environment. Ticketing systems: Remedy, Clarify, Heat and EAccess. Great knowledge with Avaya IP Agent, Adobe Acrobat, Norton Antivirus, Norton Ghost, MacAfee Antivirus and Project 2007. Enterprise Etime (kronos application) versions 5-8

Account Administration: Create and manage Active Directory accounts, group memberships and accounts rights.

Bi-Lingual Fluent in Spanish


3/12 – 12/31/16


Enterprise eTIME Technical Support Specialist II

Promoted to the MAS Enterprise eTIME Solution Center in March of 2012

Provide day to day support for entire MAS Enterprise eTIME client base

Troubleshoot and resolve 85% of client issues on the initial call into service

Experience with Citrix Desktop Support environment

Will take ownership of any cases that need follow up and will partner with various functional areas

within ADP to ensure issues are resolved to the client’s satisfaction

4/10 – 3/12


ezLaborManager Technical Support Specialist I

Provide technical support to clients regarding the resolution of product software and hardware

Provide support to application users, which include installation of upgrades, maintenance, troubleshooting, diagnostics and evaluation to determine solutions and alternatives

Ensure professional case notes which thoroughly detail the problem/resolution through the use of eACCESS/Clarify ticketing system

Create and maintain productive relationships with all level support & client service payroll reps to ensure World Class Service.

8/06 – 4/10

American International Group, Inc. (AIG)

Risk Management Information e-Services (RMIS) IT Help Desk Coordinator

Complete technical support for AIG proprietary software.

Provides technical telephone and e-mail support to website users.

Analyze, document, resolve and/or escalate customer inquires through use of a ticketing system.

Responsible for follow-up and education to customers.

5/04 – 8/06

Comtece Technical Services

Computer Repair Tech

Repaired Laptops/ Desktops

Maintain Computers for Various Clients

System Upgrades: RAM, HARD DRIVE, LCD Screens

Motherboard replacement

5/03 – 5/04

One Call Medical, Inc.

Customer Contact Service Agent

Secure all necessary information about the procedure being ordered, the insurance company authorizing the procedure, and the patient.

Enter directly into intrepid software all information obtained at the time of the call.

Enter appropriate information into intrepid software to conform to OCM standards.

8/02 – 5/03

County College of Passaic

Teaching Learning Technology Center (TLTC)

Assisting the faculty/staff with integrating technology into their classrooms, lectures, and presentations,

Using software such as; MS PowerPoint, MS Word, MS Excel, WebCT, various CD burning software, Omni Page Pro.

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