Customer Service Technical Support

Nelson A. Lescano

*** ***** ****** ********, ** *7524 Home: 973-***-**** Cell: 973-***-**** Email: ******.*******@*******.***

OBEJECTIVE

Seeking a position in life to utilize my skills and abilities and achieve professional growth while being resourceful, innovative and flexible. To add valuable assets to your esteemed organization as an active member.

EXPERIENCE

Prohealthcare/ Equity Staffing/ Secaucus, NJ / Technology Integration Analyst

January 2017- May 2017

Performed full PC refresh project for over 30 Northern NJ medical site clinics

Installation, configuration, and support of HP Pcs, Laptops printers, Kyocera Printers, Ambir and Fijutsu scanners, Topaz signature pads, and peripherals.

Identify, diagnose and resolve all end user hardware and software problems including MS Office applications, internet browsers, anti-virus software, Citrix, VPN, and network connectivity issues in a timely fashion

Backup and restore user files, upon user request

Assist in building Network rack systems

Responsible for Active Directory maintenance (add users, change passwords, etc.)

Logging and resolving all IT Service desk tickets within Service Now, via phone, e-mail, remotely (Goverlan) and or face to face

Service Now Asset Management Inventory

Excellent communications skills and professional demeanor.

Freelancer/ Passaic County, NJ

June 2016- August 2016

Installation, configuration and support of desktops, laptops (HP, Dell, Lenovo, Acer, Toshiba)

Upgrade of Windows operating systems (Windows XP, 7, 10)

Support and resolve all Microsoft Office applications

Installation of Antivirus software. (McAfee, Norton, Panda)

Removal of Malware and virus infected pcs.

Setup and configuration of Microsoft Exchange 2013

Provide technical support of local supermarkets, grocery stores, and liquor stores.

Pressler & Pressler LLP /Parsippany, NJ / IT Hardware technician.

October 2008- February 2016

Troubleshoot and replace any peripherals on Wyse terminals (ram, video cards, etc)

Maintain and upgrade all Wyse terminals and Rapport agents (C90, 3125, 9450, etc.)

Manage, and implement users on the VPI system (Voice recording system) and add new employees to the system

Manage, implement and troubleshoot of the Onvisource (Voice recording system) system as well as escalate any issues to Onvisource tech support. This also includes physical wiring and adding lines to the 66 block, and make sure all lines are recording.

Run a weekly check on Onvisource and VPI to check if all phones are recording.

Maintaining a detailed database for all barcoded inventory technology equipment (cellphones, cameras, printers, scanners, fax machines, etc.).

Troubleshoot any phone issues with NCFSI.

Make changes to the Intertel database (phone exts, voicemails, hunt groups, etc.)

Maintain and implement all desktop, lan printers as well as order supplies for all printers.

Maintain, upgrade and image of all pcs.

Check and reorder all inventory as needed (tapes, CDs, DVDs, etc.)

Install all peripherals as requested by management.

Move any equipment requested by user or management.

Maintain a clean supply closet as needed as well as server room (PA).

Tie wrapped all cables under every cube to keep workspaces tidy and reduce loose wire kicks.

Reconfigured all printers IP addresses to 10.20.5.xxx.

Update Service Size log on a weekly basis. Escalate to management if space is very low on servers.

Support all users for Acuterm, hardware, peripheral, all 3rd party software as well as various Microsoft software applications (Outlook, Word, Etc.).

VPI (Voice Print International) manage and maintain phone recordings and per user or management request pull and save calls to a folder on the main server (Universe).

Manage and upgrade RSA tokens via RSA server, troubleshoot any issues with RSA token.

Head the Canon to Kyocera Printer project. Replaced all Canon printers to Kyocera printers. Configuration, setup of mailboxes, and troubleshoot all issues with Kyocera technicians.

Verify all requests for support have properly completed tickets.

Assign, update, and remove keycards as requested by management.

Support Uniflow software and all peripherals.

Add and reconfigure printers via Canon Uniflow remote server.

Work with Canon tech support for any Canon related issues.

Roche/Siemens IT Solutions and Service, Inc./Nutley, NJ/ Deskside Support

January 2007- February 2008

Delegate tickets to technicians using the HP Service Desk system.

Provide installation, repair, and preventative maintenance of personal computer and related software/hardware.

Troubleshoot software and hardware failures and identify network issues, as well as wireless issues.

Service Requests, Break fix and Ticket Management

Coordinate management, customer and/or alternate if requested informed about the status of the Service Ticket and will escalate issues in a timely manner as required to insure customer satisfaction and the attainment of SLA’s.

Installation and support of various applications, Windows XP, MS Office 2003, MS Outlook 2003, Cisco VPN.

Migration project consist of upgrading new equipment for the whole Roche/ Nutley campus.

Installation and support of various blackberries, and smartphones, pdas.

Prudential Financial/Unidata/ Newark, NJ/ Lead Associate Engineer

August 1999- November 2006

Provide hardware and software support for the entire Newark and Roseland campuses.

PC upgrades and installation of printers, scanner and network cards and network hubs

Installation of Prudential based programs, including Lotus notes, Office 2000, VPN, etc.

Evaluate and make recommendations for custom PCs to meet client’s needs, business or personal.

Educate customers in basic customer fundamentals.

Installations of software of Prudential build Windows XP, 2000, NT, 98.

Removal of old PCs; formatting information of old PCs.

Coordinate and prepare each phase of move with support staff, movers, network, desktop and hardware technicians.

Delegate tickets to technicians using the Remedy system.

Installing and configuring of network printers.

Address and mediate all Prudential escalations that occur between client and technician.

Developed strong client relations to enhance future business.

Converting Token Ring 16/4 to Ethernet 10/100 Base T environments.

Oversee the troubleshooting of all workstations and LAN printers and to coordinate technicians to resolve.

Implement call tracking software (Remedy) across the company.

Provide executive support with Prudential’s upper management.

Newark Board of Education/Inacom/ Newark, NJ/Associate Field Engineer

June 1998-August 1999

Setup and tested Compaq workstations through out the schools of Newark, NJ.

Troubleshooting of Compaq workstations, laptops and HP laser jet and desk jet printers.

Installed Newark Board of Education based software image and educational programs.

Created and furnished component failure and daily progress reports.

Provided technical support of Compaq workstations and laptops, as well as HP laser jet and desk jet printers

Jersey City Board of Education/Vanstar/Jersey City, NJ/Associate Field Engineer

June 1997-June 1998

Setup and tested Compaq workstations and HP printers through out the schools of Jersey City, NJ.

Installed a security program called Load Set.

Configuration and troubleshooting and upgraded IBM, Gateway, Compaq workstations, as well as HP laser jet and desk jet printers.

Provided technical support and installed various software packages.

Created and furnished component failure and daily progress reports.

Setup and configured Bay Networks routers.

Assigned IP addresses to the correct users.

EDUCATION

Plaza School of Technology

Paramus, NJ

1995-1996

Computer Service Technician Degree

Dell and HP certifications

Contact this candidate