Customer Service Help Desk

F R

*** ******** **, ***********, ** • Cell: 240-***-**** • ***************@*******.***

Professional Summary

Talented Computer Technician seeking an IT position to support end users with exceptional customer service and a good skills to go on learning.

Information technology professional with a background in project management, business and systems analysis, installation and configuration seeks position as a Systems Analyst in a fast-paced startup. Skills

IT security Network Security

SQL database systems CRM, SAP Knowledge

MySQL Security Systems

Windows 7, 8 y 10 Excellent Problem Solving Skills Linux Customer Support Team

Technical Support Microsoft Office

Help Desk Service Manager / Service Center

Work History

Help Desk, Flight Controllers, 11/2014 to 04/2017

Claro Dominicana – Dominican Republic

Identified and corrected performance issues.

Collected data around every transaction and turned it into tools that helped users. Oversaw the daily performance of computer systems. Entered commands and observed system function to verify correct operations and detect errors. Ensured proper installation of cables, operating systems and software. Maintained records of daily data communication transactions, problems and remedial actions taken. Trained users in the proper use of hardware or software. Followed internal procedures for change management, incident management and escalation. Created and maintained databases, network accounts and programs for specific department needs. Evaluated and conducted technical and functional research and analysis. Escalated unresolved issues to appropriate level.

Presented analysis findings both verbally and in written reports. Ensured proper release and maintenance of all systems. Help Desk, System Analyst, level 1, 03/2012 to 10/2014 Claro Dominicana – Dominican Republic

Identified and corrected performance issues.

Followed internal procedures for change management, incident management and escalation. Created and maintained databases, network accounts and programs for specific department needs. Education

High School Diploma: 2008

Olimpo Institute - Dominican Republic

Studied Engineer System

(Knowledge in SQL, CompTIA A+, CompTIA Network+ and software Support) (2010-2017) O&M Collage – Dominican Republic

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