Customer Service Technician

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Jeffrey A. Lopez

**** ******* *****, ********, ** 80501 Phone: 720-***-**** E-mail: ****.*.*******@*****.*** PROFESSIONAL BACKGROUND

IBM Boulder, Colorado

Computer Operation Specialist March 2003 – December 2016

Install, configure, and trouble shoot computer networks and perform Disaster Recovery duties.

Supervise 12 operators and serve as primary contact for offshore teams regarding transition of client accounts from mainland to international hosts in India and Brazil.

Oversee the incident management process in accordance with ITIL framework best practices, monitor network related outages, and resolve incidents.

Handle software, hardware, and security system updates for company workstations and laptops.

IBM Boulder, Colorado

Systems Management Professional August 2000 – February 2003

Control over daily computer operations and batch management.

Responsible for key projects to stop redundant errors and messages in various systems.

Handle Windows and Linux support and software installations. IBM Boulder, Colorado

Administrator Analyst August 1998 – July 2000

Investigate, analyze, and resolve first and second level problems for all systems.

Provide key support to the Systems Management Processes by updating procedures and working with peers to ensure specific customer requirements are met.

Ensure timely completion of time sensitive operations through use of scheduling systems, productivity tools, and associated commands.

IBM Boulder, Colorado

Production Specialist November 1997 – July 1998

Monitor, control, and operate complex computer systems, networks, applications, distributed systems, and peripherals.

Operate system within a multi-vendor environment. IBM Boulder, Colorado

Administrator Analyst February 1997 – October 1997

Lead technician specialist for Media Production and Delivery.

Supervise 15 operators and contractors within Media Production and Development.

Responsible for resolving daily issues encountered by operators, contractors, and customers.

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IBM -TACOR Operations Boulder, Colorado

Image Preparation submissions - Mastering Technician January 1993 – January 1997

Created and re-mastered customer images and PTF’s to multiple media formats.

Worked on project to upload customer images to satellites for worldwide distribution. Diamond Vogel Paints Longmont, Colorado

Assistant Manager March 1989 – June 1992

Handle all employee scheduling, time cards, and bank deposits on behalf of company.

Responsible for billing and accounting on professional contractor accounts. EDUCATION

Front Range Community College Longmont, Colorado AAS in Cyber-Security and Cloud Computing 1998 – 2002, 2017 - Present 9 remaining credits.

Certificate: Computer Technician: Network +

Certificate: Business Specialization

Certificate: Cyber-Security – In Progress

Trinidad State College Trinidad, Colorado

Certificate in Computer Systems and Technology May 1989 John Mall High School Walsenburg, Colorado

Diploma May 1988

HONORS AND SIGNIFICANT ACHIEVEMENTS

Peer Recognition Award: Awarded to an IBM employee that exceeds company standards and provides peers with tools to succeed within the corporation, and who develops a personal legacy within the organization.

IBM Volunteer Excellence Award: Awarded an IBM employee who embodies company values through their dedication, innovation, and personal commitment, exemplifies company practices by levering their skills and being engaged.

PROFICIENCY

Install, configure, and troubleshoot computer networks.

Network and wireless cabling, IPv4 and IPv6 protocols, cloud computing and remote access, WAN, VLAN, TCP/IP. Emphasis on security, trouble shooting, and virtualization

Network securities, communication security, remote access, file transfer, and wireless data.

Network attacks, cryptography, physical security, disaster recovery, and business continuity.

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