Technical Support Customer Service

Jason L. Hernandez

**** ****** ** ******, ****** 97401

Cell 541-***-****

ac26io@r.postjobfree.com

OBJECTIVE

To apply my skills and experience in the technical support and customer service fields. I hope to achieve these objectives in a challenging and dynamic work environment. EDUCATION

Associates of Applied Science in Computer Networking Pioneer Pacific College February 2005 - June 2006

SKILLS

Operating Systems

VMware/Windows /2000/XP/2003/2008/7/10 RHEL/SuSE/Mac OS X/Solaris/AIX Networking

Unix/Linux, and Windows TCP/IP networking, Cisco Pix 500, ASA 5505 Database

MS SQL, MySQL, productivity application databases

Server Hardware

SCSI,SAN, Fibre Channel, hardware installation and troubleshooting EXPERIENCE

UNISYS (Dell Technical Services Account) 10/16 – Present Customer Engineer CE

Replace failed hardware components

Laptop/Desktop Motherboard, CPU, Memory, Fans, HDD Replace and configure failed HDD in SAN environments Replace failed network switches

Symantec Corp. /Veritas Technologies LLC Springfield OR 10/06 -03/16 Appliance SOC Specialist 10/12 – 03/16

Monitor CallHome heartbeat data from Symantec NetBackup and Backup Exec Appliances Diagnose hardware failures and dispatch Symantec Authorized Field Support Services Analyze and diagnose software configuration issues and dispatch ESS for further support Technical Support Engineer 10/02/2006 – 10/01/2012 Provided advanced trouble shooting for Enterprise level customers Authored Technical documents

Provided root cause analysis a.k.a RCA/PCA

Provided technical support for Veritas Storage Foundation for Unix/Linux: Veritas Volume Manager (VxVM)

Veritas Cluster Server (VCS)

Veritas File System (VxFS)

Feynman Group. Eugene 05/06 –9/06

Network/PC Technician

Provided onsite technical support for Windows based networks Troubleshot connectivity issues i.e. DSL, T1, WAN, LAN Troubleshot network printer connectivity

Administered group policies and network permissions via Active Directory Provided onsite Windows O/S support

Oregon Telecom. Eugene OR 12/05 – 04/06

High Capacity Specialist

Provided DSL trouble shooting, onsite, via phone

Coordinated installation of T1s to businesses

Provided technical assistance regarding Internet connectivity ECE, Eugene OR 1/04-8/04

Technical Support Agent

Provided technical support for:

Norton Anti Virus 2003-2004

Norton Internet Security 2003-2004

Norton Anti Spam 2004

Virus/Malware Removal

Prism Blue Corp., Eugene OR 7/03-1/04

Customer Service and Technical Support Representative Fielded inbound sales calls and e-mails

Learned to handle frustrated customers calmly and constructively Assisted customers with installations and troubleshooting Contacted customers with satisfaction surveys

Responded pre-sale inquires and equipment compatibility questions Entered data into and maintained mission-critical databases Researched new products

Independent Contractor, Eugene/Springfield, OR 4/01- 11/04 Personal Computer Reseller

Built customized Windows based personal computers (PCs) Collected customer requirements

Performed cost/feature analysis

Purchased all PC hardware and software

Assembled cases, power supplies, drives, CPUs, fans and other components Installed software and provided training and post-sale support Consulted on and installed home and small business networking equipment Edge Micro Corp., Springfield, OR 2/01-9/02

Customer Service, Technical Support, and Sales Representative Responded to customer calls and e-mails regarding sales Handled upset customers patiently and productively Provided assistance to customers installing and troubleshooting products Surveyed customer satisfaction via phone and e-mail Analyzed customer product compatibility requirements Maintained and populated mission-critical databases Performed research on new products and coordinated product shipping and r

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