Technical Support Customer Service

Edwin R. Cuevas

*** **** *** ** *** York, NY ****5 646-***-**** ******************@*******.***

Objective

Seeking a position as a help desk technician or IT Technician in a demanding work environment where my technical problem-solving skills are well utilized.

Professional Profile

A skilled IT professional with over 16 years of experience providing user support and solutions in high demand work environments. Proven track record of efficiently diagnosing and resolving complex customer issues within agreed time scales. In-depth knowledge of a range of software applications and operating systems.

Extensive end-user training experience. Experienced in communicating complex information in an easily understood format to a diverse customer base. Proficient in a number of operating systems and applications. A solid reputation for professionalism and responsiveness.

Technical Proficiencies

Project Management

Helpdesk/Technical Support

Troubleshooting & Problem Resolution

Microsoft Office2010/2013(Outlook, Word, Excel, PowerPoint)

HP Service Manager ticketing system

Symantec NetBackup Administration

Active Directory

Windows XP/Vista/7/8/10

Red Hat Linux Version 6.5/7.0

TCP/IP Basic Troubleshooting

Customer service expert

Antivirus software

Skilled multi-tasker

Ericsson Prepaid Application (CDMA/GSM Mobile Systems)

Amdocs Ensemble (CRM/Billing System)

PL/SQL Basic

Core Competencies

Organizational and planning skills

Attention to detail

Communication skills

Customer-service orientation

Problem analysis and resolution

Adaptability

Flexibility

Stress tolerance

Experience

TECHNICAL SUPPORT SPECIALIST/ NOC CLARO CODETEL OCTOBER 2003 TO JUNE 2017

Achievements:

Implementation of GSM Mobile Prepaid System

Technical Support of the year (Two times 2015/2017)

Responsibilities:

Provided base level IT support to non-technical personnel within the business.

Managed call flow and responded to technical support needs of customers.

Identified and solved technical issues with a variety of diagnostic tools.

Supervised GSM Prepaid Charging System, Coffee-CRM Applications and postpaid billing applications

Managed and monitored performance tuning, workload analysis, system error analysis scheduling standard and system health checks.

Monitor all alerts and escalate all issues for all procedures and systems.

Research issues on various computer systems and databases to resolve complaints answer inquiries and outline solutions.

Coordinate with IT groups and external vendors and ensure effective application services to ensure reliability of all applications.

Provided 24x7 operational support to all production practices.

HELP DESK ANALYST TIER 1 OPITEL S.A. STO. DGO. DOMINICAN REPUBLIC SEPT. 2001 TO SEPT. 2003

Achievements:

Help Desk Analyst of the year 2002

Implementation of billing system documentation

Responsibilities:

Managed call flow and responded to technical support needs of customers.

Installed software, modified and repaired hardware and resolved technical issues.

Identified and solved technical issues with a variety of diagnostic tools.

Provide first level contact and convey resolutions to customer issues.

Preserve and grow knowledge of help desk procedures, products and services.

Track, route and redirect problems to correct resources.

Properly escalate unresolved queries to the next level of support.

Education

BACHELOR OF SCIENCE DEGREE IN INFORMATION TECHNOLOGY 2001

UTESA UNIVERSITY, STO. DGO. DOM. REP.

HIGH SCHOOL DIPLOMA 1994 LOUIS D. BRANDEIS HIGH SCHOOL

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