Manager Customer Service

Jose Parra

*** ******* **, ************, ** ***** * 972-***-**** * ************@*****.***

IT Specialist with over 11 years experience of customer/desktop support and network administration WORK EXPERIENCE

DALLAS FINANCIAL WHOLESALERS, Plano, TX

IT Operations Manager, Jun 2008 - Jul 2017

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Assumed network admin responsibilities without prior experience in the field

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Created and maintained documentation related to network configuration (architecture, design, layout, protocols

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Diagnosed and resolved any issues relating to DNS and DHCP

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Installed software on workstations and servers

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Installed software updates on workstations and servers

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Installed and configured workstations for network connectivity

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Installed and replaced faulty PC hardware

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Installed and configured new IT equipment (routers, switches, NAS, printers, etc)

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Maintained Windows domain environment

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Maintained Microsoft Exchange Server

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Maintained Active Directory in Windows domain network

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Maintained existing company website as well as creating new websites related to the company

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Experience with server installation, maintenance

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Experience with workstation installation

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Uploaded web pages and documents using FTP

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Resolved any software and hardware incidents

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Resolved incidents with printers, copiers and scanners GLEIM PUBLICATIONS, Gainesville, FL

IT Support - Customer/Internal, Apr 2005 - Apr 2007

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Processed highest number of support tickets in a 2 month period

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Provided support for external customers through email and phone

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Provided support for internal IT issues

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Installed computer software, modified/repairs hardware and resolved technical difficulties INTERNSHIP, Newberry FL

School Board of Alachua County, Feb 2004 – May 2004

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Assisted in maintaining Oak View Middle School and Newberry High networks and PC labs

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Duties included installing software over a network

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Troubleshooting printer problems

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Installing Win98, WinXP, and W2K

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Installing PC hardware

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Documented Active Directory and DHCP installation on a W2k Server

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Documentation of Newberry high school's entire IP addresses SELF EMPLOYED, Gainesville, FL

Paint Contractor, Jan 1997 – Apr 2005

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Painter and Prep-Man Prepare work sites to be ready for painting

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Duties include sanding, masking, and mixing paint

INCREDIBLE UNIVERSE/TANDY CORP, Miami, FL

Computer Sales Associate, Mar 1996 – December 1996

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Top sales rep for two consecutive months (over $100,000)

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Responsible for consumer-end PC sales

US ARMY, FT. Bragg, NC

Automated Logistical Specialist, Jun 1991 - Dec 1995

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Primarily responsible for supervising and performing management or motor pool functions in order to keep equipment records and parts inventory for B Battery 5th Battalion 8th Field Artillery (Air Assault).

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Ordered parts to maintain the rapid deployment parts inventory and regular inventory

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Kept Track of scheduled maintenance records

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Dispatched vehicles and equipment to be used on a daily basis Awards, Decorations, Medals & Badges

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Army Achievement Medal (3rd award)

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Army Good Conduct Medal

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National Defense Service Medal

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Non Commission Officer's Professional Development Ribbon

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Army Service Ribbon

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Expert Marksman Badge (rifle)

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Parachutist Badge

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Air Assault Badge

EDUCATION

AMERICAN INTERCONTINENTAL UNIVERSITY, Gainesville, FL Bachelor Degree in Information Technology/Computer Systems, Mar 2006 SANTA FE COMMUNITY COLLEGE, Gainesville, FL

Associate of Science Networking Service Technology, Apr 2004 UNIVERSITY OF FL, Gainesville, FL

Completed coursework towards General Studies, Jun 1999 SANTA FE COMMUNITY COLLEGE, Gainesville, FL

Associate of Arts, Aug 1998

CERTIFICATES

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CompTIA A+ (COMP00100197601)

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CompTIA Network+ (COMP10596313)

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CISCO Networking Academy Certificate (awarded by Santa Fe Community College)

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IT Management Certificate (awarded by Santa Fe Community College) SKILLS

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NETWORKING: Windows Domain server/File server, DNS/DHCP servers, mail server

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OPERATING SYSTEMS: Windows XP, Vista, 7, 8, 10; Windows Server 2003, 2008.

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SOFTWARE: Adobe Products (Photoshop, Illustrator, Fireworks, Dreamweaver, Flash, Acrobat Pro). Microsoft (Office Pro suite). Sage (Act!), StorageCraft Shadow Protect Back up. Vipre Antivirus, spyware removal software. FTP software, PhpMyAdmin, Basic knowledge of PowerShell scripting, GoToAssist

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Knowledgeable with HTML, CSS, PHP

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Ability to multi-task in a fast paced environment

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Able to problem solve

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Able to communicate effectively in a professional manner, face to face, on the telephone and in writing

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Able to undertake additional duties assigned

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Able to pay attention to detail

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Able to show initiative

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Able to plan and prioritize work load with little or no supervision

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Understanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP protocols and application

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Excellent knowledge of customer service best practice SKILLS

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Basic knowledge of Linux

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PC repair & Troubleshooting skills

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Team player

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Relates well with others

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Fluent in Spanish

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