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Technical Support Customer Service

Location:
Hialeah, Florida, United States
Posted:
August 28, 2017

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Aurelio Martinez

*** * **** ******

Apt ***

Hialeah, FL 33014

(305) *** ****

ac11xs@r.postjobfree.com

OBJECTIVE

Seeking a position as a Technical Support Analyst, that will provide continuing challenge and permit full utilization of years of expertise. The preferred position will provide a career atmosphere conducive to personal and professional growth.

SKILLS PROFILE

Over 10 years of Technical Support work experience.

Operating systems: Microsoft Windows 7, XP; Windows 2003; UNIX, MS DOS, Microsoft Office 2007.

Results oriented with highly developed skills in software support and analysis.

Basic SQL querying skills. Computer programming skills.

Software Configuration.

Management, Supervision, Delegation.

Training Skills (Strong mentoring and coaching skills).

Excellent communication and writing skills.

Good documentation skills.

EMPLOYMENT HISTORY

Technical Support Analyst II 2013 - Present

ADP, Inc., Miami, FL

First point of contact when customer issues arise.

Answering user inquiries via phone and email regarding software operation to resolve problems.

Troubleshoot and research problems using my own knowledge or other resources such as Knowledge Base Articles, reading Technical Manual(s), conferring with other Technical Support Reps.

Maintain records daily of each customer case in communication tracking software.

Contribute in documentation to Knowledge Base Articles for sharing with other Technical Support Reps.

Ability to communicate, write clearly and document problems/issues.

Training users in using proprietary software

Good analytical skills and people skills.

Ability to create reports for clients in a timely manner.

Escalation of issues when situations require urgent attention for complex problems to appropriate resources, and follow up with updating clients on progress of these escalations.

Hardware and Software troubleshooting.

User admin. Creating/Deleting users. Password resets.

Importing/Exporting Data.

Assisting Implementation Team with new clients coming onboard.

Participating in testing new software versions that are rolled out.

Staying current with system updates.

Technical Support 2012 - 2013

GreenspoonMarder Attorneys At Law, Fort Lauderdale, FL

Assisted in the training and implementation of new accounting software, Elite.

Installed and configured Operating Systems, patches and upgrades. Maintained and serviced PCs, including inspection, clean, test, hard drive defragmentation and update of antiviral programs.

Answering calls. Troubleshooting and resolving trouble tickets in a timely manner.

Basic understanding of CISCO routers, switches.

Maintained excellent working relationships with users / high customer service skills.

Installing and configuring VOIP phones. Configuration of IPhones with Exchange server.

Joining and detaching workstations on Domain.

Re-imaging and setting workstations using ACRONIS.

Adding users to groups in Active Directory for access. Setting up new users as well as deleting those that were terminated. Resetting users accounts.

Adding and removing accounts in Email Distribution Lists.

Proficiency of Windows OS, Remote Desktop, MS Office, Active Directory, DHCP, DNS.

Basic TCP/IP protocols and configuration.

Installing and troubleshooting network printers.

Technical Support / Help Desk 2007 – 2012

Results Technologies, Dania, FL

Provided worldwide Technical Support for Global Telemarketing Company.

Set up and maintained a laboratory to simulate and reproduce problems.

Contributed to technical documentation. Trained and managed a Technical Support/Customer Service department that started overseas.

Extensive in-house software support to users.

Installed and configured Operating Systems, patches and upgrades. Maintained and serviced PCs, including inspection, clean, test, hard drive defragmentation and update of antiviral programs.

Basic Networking and troubleshooting. Installation of Network Interface Cards NICs. Setup IP addresses, WINS, and DNS configurations. Operate and maintain Local Area Network LAN connectivity using TCP/IP protocol.

Maintained excellent working relationships with field service, sales and marketing people.

Augmented MIS staff with new PC installations, IP network printing, and troubleshooting.

Set up of email accounts and synchronizing phones with our existing Exchange system.

Installing IP phones for account executives as well as setting up VPN phones for their use at home.

Joining and detaching workstations on Domain.

Adding users to groups in Active Directory for special access. Setting up new users as well as deleting those that were terminated. Password Resets

Data Processor/Analyst 1997 – 2007

Results Technologies, Dania, FL

Importing and processing data from all calling centers around the world.

Querying SQL tables to compare numbers and make sure that clients’ reports are accurate.

Posting files and reports in a timely manner meeting Clients’ deadline.

Assisted Scripting Department in writing and distributing scripts to all our calling centers for promoting our clients products.

Assisted in documenting steps and procedures in the Data Processing Department.

Responsible for servers backup.

Education

Bachelors Degree, Management Information Systems; Minor in Computer Science 1997

Florida International University, Miami, FL

Currently working on achieving the following certifications:

MCSE Server 2012

CISCO CCNA

Languages:

English (fluent), Spanish (fluent)



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