Technical Support Customer Service

MARCOS FRAGOSO FERRER

**** ****** ********* ********* **** - Jacksonville, FL 32224

Phone number: 561-***-****

Email: **********@*****.***

OBJECTIVE

A long-term employment opportunity that offers a challenge and the rewards of personal development and satisfaction.

SUMMARY

IT area experienced

Expert in use of Microsoft applications (Office 365, Office Suite, Visio, Windows Server, Exchange, Azure)

VmWare experienced

Computer Networking area experienced

Extensive knowledge in all aspects of the Customer Accounting department, including processing/posting payments and payoffs

Support and Help Desk experienced

Accounting and Data Entry experienced – 3 years

Customer service experienced

Sales experienced

Multi-tasking ability

United States Citizen since 2010

EDUCATION

Bachelor degree – Computer Network Management – UNIPLAN (2013)

Cisco Official Training Course for CCNA (Cisco Certified Network Associate) – (Module 1)

PROFESSIONAL EXPERIENCE

09/2015 – Current Experis – Office 365 Ambassador – Remote

Technical support for Office365, Office ProPlus - Windows/Mac/Mobile devices Apple and Android

Technical support for Exchange Server Online - Windows/Mac

Technical support for Mailbox migrations to Office 365

Technical support for Exchange Server

Technical support for SharePoint Online, OneDrive for Business - Windows/Mac

Technical support for OneNote - Windows/Mac

Technical support for Skype for Business - Windows/Mac

Technical support for Outlook (All versions including Outlook Web Access – OWA) -Windows/Mac

Technical support with PowerShell commands

Sharepoint online experienced troubleshooting any type of issues including: setup structure, permissions, synchronization, setting it up on Windows Explorer and OneDrive for Business

09/2014 – 07/2015 PRF (Federal Rangers Police) – Microsoft Systems Admin/Lead – Brazil

Creation, management, and monitoring of virtual machines on VmWare ESXi

Making monthly detailed reports of virtual machines performance on VmWare ESXi

Management of Windows Server 2003/2008/2012 - redundant Active Directory and DNS Server, DHCP, Printer Server and File Server (2 Dell Servers)

Making weekly reports of Windows Server performance

Management of Active Directory with 1200 users

Standardize of operating system details using GPOs (Group Policy Objects)

Management of printer server which has 35 corporative printers

Deployment of operating system images through WDS (Windows Deployment Server)

Maintain all operating systems fully updated using WSUS (Windows System Update Server)

Deployment, management and monitoring of Norton AntiVirus Enterprise

Making monthly reports of Norton AntiVirus Enterprise’ performance

Complex migration of file server/active directory from Windows Server 2003 to Windows Server 2012

Remote access for troubleshooting using TeamViewer

Coordination of deployment of Aerohive wireless routers

Leading four tier III technicians: Networking, Programming, VOIP, Users’ management

12/2013 – 09/2014 Alsar Networking Technology – Analyst/Network Admin/Manager – Brazil

Technical Support and project management (using Word/Visio) for Citrix XenApp and RSA SecurID

Administration of the Network at Alsar Networking Technology

Virtual machines’ management through VmWare ESXi

Local Exchange Server’ management and Microsoft Outlook configuration - Help Desk

Responsible for the local network firewall – Fortinet

Remote access using for troubleshooting TeamViewer

Leading two helpdesk interns located on the two company’ locations

03/2011 – 12/2013 Capital Tech – Infrastructure Network Consultant / Pre-Sales – Brazil

Network consulting for government and private companies, providing solutions that must match projects’ descriptions or solutions for infrastructure issues, which involve: racks, servers, storages, datacenters, security, switching equipment and networking applications

Technical support and customer service for Microsoft Office 365 and Skype for Business

Brands of physical items: HP, IBM, DELL, APC, SMS

Pre-sales for servers, storage, and switches from: HP and IBM

Main tasks: configuring servers, replacement of failed parts and selecting switching devices

05/2010 – 01/2011 Tele Performance – Microsoft Support Engineer – Boca Raton, FL

Technical support for Office365 / Exchange Server Online / Sharepoint Online

Technical support for Mailbox migrations to Office 365

Technical support for Exchange Server

Technical support for Lync and Communicator - BPOS

Technical support for Outlook (All versions including Outlook Web Access – OWA)

Technical support with powershell commands

05/2007 – 05/2010 Credigy Solutions – Payment Processing Clerk – Atlanta, GA

Data entry and Customer service (English and Portuguese)

Microsoft Excel was used the most

Posting personal and attorneys checks

Processing attorneys’ wires and agencies (payments)

Posting settlement accounts files

Processing Auto-Scribe Checks

Scanning invoices for commissions and court costs using Adobe Acrobat software

Scanning checks

Creating of documents, spreadsheets, files, templates, and SQL queries (excel, access…)

Data searches through SQL

Interacting with multiple departments in other company location

Problem solving and research

CERTIFICATIONS

MCTS: Microsoft Exchange Server 2010, Configuration – License Number: DS10-0056

MCTS: Windows 7, Configuration – License Number: D498-0976

MCP: Microsoft Certified Professional – License Number: F092-5997

Citrix XenApp 6.5 Administration

Citrix Certified Sales Professional 2013

COURSES

CCNA (Cisco)

MCITP (Microsoft Information Technology Professional)

A+ Certification course

WEB DESIGNER COURSE: HTML, PHOTOSHOP, MACROMEDIA FLASH, DREAMWEAVER, ILLUSTRATOR, COREL DRAW, CSS, ACTION SCRIPT, SQL, MICROSOFT OFFICE SUITE

LANGUAGES

Portuguese (fluent) – US Citizen

English (fluent)

Spanish

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