Customer Service Support
Resume:
Letter of Introduction
To my prospective employer and colleagues,
My name is Ricardo V. Reyna. I am seeking a position in your information technology department. My qualifications, education and job history have given me a wide range of employment possibilities. However, I wish to point out my top 3 strengths that would make me a significant addition to your company.
Longevity and continued education: My career in IT started in 1979 when computers took several large rooms to house and maintain, through today (where computing power hundreds of times greater than when I began), can easily fit in your pocket. During these years of constant change in the industry, I have made it a point to change along with the industry. As a result, I started by writing code COBOL, Fortran and Assembler using relational databases. I progressed forward to SQL based languages with SQL based databases. I’ve worked from memory banks as large as a refrigerator to being able to build PCs and servers a fraction of that size. Installing early MS-DOS systems to Windows, Linux both PC and Servers editions as well. From RS-232 Serial with Modems and Multiplexers to modern network smart switches and routers including HP, Extreme and Cisco. This includes wiring and device configuration. Simple handshaking to IP protocols. I understand and have designed complex networks installations from the edge/firewall to the individual VLans. My continued education derives from on-the-job experience, classroom training, conferences, seminars and the desire to learn.
Customer Service: I have always understood that end users are our customers. What makes an IT Department succeed is its ability to be understood and needed by our customers. We have to have the patience to teach our customer how the IT solutions we provide will benefit the company. We also have to have an ear to listen and adjust the IT solution to better fit the needs of our customers. A good IT team encompasses the end users.
Problem Solver: When problems arise it really does not help to point fingers. What really matters is a resolution. Resolutions can be short term and/or long term. Recovery is crucial and is an integral part of the short term/long term solution. I have always had the ability to work under pressure and not lose focus of the situation. I can be of vital importance in a time of crisis. I can lead the recovery or take direction. In both cases I will provide assistance and support during this time. I understand that in a time of crisis the work day does not end until the crisis is under control.
In conclusion, let me express my appreciation for taking the time to read this introduction to myself. And let me stress just how big an asset I could become to your company. If you have any specific question(s) or require clarification, feel free to call or email me. Ricardo V Reyna
********@*****.***
Ricardo V. Reyna
510 Shea Drive
Alamo, Texas 78516
Email:********@*****.***
OBJECTIVE: A position in
Computer/Network/Security/Educational/Database/Server Support Specialist, operations, system analysis & design, programming, field service or customer support.
Summary of Qualifications
Offering thirty eight years diversified experience in computer/network operations, system analysis, and programming, Accounting/Tax consulting and customer support.
Network experience with routers, switches and edge devices. Configured Vlan subnets both public and private. Maintained Cisco, HP, DLink and other devices for wired and wireless networks.
Microsoft Certified MCP. Substantial knowledge and ability involving Computer/Server setup and repair, Windows Networks, Windows Server, Novell and Linux/Unix based systems.
Knowledge with operating systems such as Novell, DOS, Windows 98/2000/XP, DEC TOPS-10, DCL TOPS-20, VAX-VMS, HP-MPE, TRSDOS, UNIX, Macintosh, etc.
Languages experience with COBOL, SQL, BASIC, FORTRAN, "C", DEC-Assembler, DEC Macro-10, HP-Image, HP-Intrinsic, and Informix R4GL. Application designs includes General Ledger, Income Tax Software, Payroll, Accounts Payable, Accounts Receivable, Inventory Control, Cost Analysis, CD Portfolio, Documentation Management, Customer Billing, POS and Rental Operations.
Excellent Customer Service record as a computer consultant, exceptional communication skills, bilingual (english and spanish). Strengths & Experience
1) Error recovery assistance, special task applications, system debugging, as well as hardware technical maintenance support.
2) Trainer of programmers, operators, and end users in interpretation and use of application documentation.
3) Trainer of End User Software. Both general office applications (Word, Excel, PowerPoint) and Specialized Software (Lacerte Tax Software, Tax Wise). 4) System design and implementation for various network setups, including networks for financial institutions, law firms, CPA firms, etc. 5) Capability of providing full customer support in systems design, installation, programming, troubleshooting and training. 6) Confident and able to assume supervisory or technical responsibilities for computer systems operations, system analysis, maintenance, programming, field service and customer support.
7) Ability to work with others in a team effort or able to take on a task on my own with little or no supervision.
Education and Technical Training:
Type Name Location
H.S. Diploma Edcouch Elsa ISD Edcouch, TX
BBA in Computer Info Systems University of Texas Pan American
Edinburg, TX
Avaya Aura Comm Manager Global Knowledge Training
Cent.
Arlington, VA
Lunix Red Hat Administration I UTPA Continuing Education McAllen, TX Managing Windows Server
2003
Global Knowledge Training
Cent.
Dallas, TX
Netware 5.1 Administration DHS Learning Management Ser.
Corpus Christi, TX
Windows 2000 Support
Training
DHS Learning Management
Ser.
Corpus Christi, TX
Implementing Microsoft
Windows 2000 Professional
and Server
New Horizons Computer
Learning Center
San Antonio, TX
Microsoft Windows 2000
Network and Operating
System Essentials
New Horizons Computer
Learning Center
San Antonio, TX
Troubleshooting with the
Sniffer Pro Network Analyzer
Network Associates Austin, TX
Fast Track To PowerBuilder Sybase/PowerSoft Learning Center
Dallas, TX
Using DataWindow Objects Sybase/PowerSoft Learning Center
Dallas, TX
Building Object Oriented
Applications
Sybase/PowerSoft Learning
Center
Dallas, TX
Building Web Applications
using Enterprise Application
Studio
Sybase/PowerSoft Learning
Center
Dallas, TX
Building Application using
PowerBuilder Foundation
Classes
Sybase/PowerSoft Learning
Center
Dallas, TX
Fast Track to Java Sybase/PowerSoft Learning
Center
Dallas, TX
Advanced PowerBuilder
Controls
Sybase/PowerSoft Learning
Center
Dallas, TX
Adaptive Server Anywhere Sybase/PowerSoft Learning Center
Dallas, TX
Data Replication with Adaptive
Server Anywhere
Sybase/PowerSoft Learning
Center
Dallas, TX
Money Smart Educator
Certified
FDIC McAllen, TX
References
Bianca Villarreal-Apusen Andy & Bertie Tax Service 361-883-144 1
Elva Yolanda Morado Texas Cooperative Extension Service 956-500-333 9
Jon Cooksey UT – Pan American 956-648-744
0
Dr Eva Ship UT-Houston School of Public Health 713-291-353 5
Nick Morales UT – Pan American 956-821-490
3
EMPLOYMENT HISTORY
Network Specialist IV
Texas Juvenile Justice Department – Evins Regional Juvenile Center - Edinburg Texas
Lead Field Technical Supervisor responsible for local Juvenile Campus.
Responsible for installing, configuring, troubleshooting and maintaining various elements of the Juvenile Campus Networks - including switch vlans, routers, hard wiring and fiber optics.
Supervise the installation of software and servers used in campus management.
Supervise the implementation of new hardware and software upgrades. Data Center Engineer I
University of Texas – Pan American, Edinburg TX 78539 2012 - 2013
Responsible for installing, configuring, troubleshooting and maintaining various elements of the University Servers - including Test and Production.
Maintained Microsoft Windows Active Directory infrastructure for server environment.
Maintained Microsoft Outlook Services for University Emails. Network Specialist II
University of Texas – Pan American, Edinburg TX 78539 2005 - 2012
Responsible for installing, configuring, troubleshooting and maintaining various elements of the University network - including switch vlans, routers, hard wiring and fiber optics.
Also assisted in the installation of software and servers used in network management.
Contributed in the design and implementation of new fiber paths for several new construction projects on campus.
Computer/Network/Accounting/Educational Support Specialist People First, McAllen, TX 78501 2003 -2005
Responsible for providing technical and administrative support to clients.
$ Villarreal Tax Service, Provided Tax preparation and assistance during Tax Season. Prepared Tax returns for individuals and small business. Provided Tax Technical consultations services to Tax preparers (1040, All schedules, 1120, 1120S)
$ Texas A&M University, School of Rural Public Health. Assisted in STARRS project in Starr County, coordinating with local schools for surveys, setting up remote mobile satellite internet linkup and computer lab setup for survey.
$ Texas Cooperative Extension Service. Assisted in administrative support for Child Care conferences, including location acquisition and setup, pre-event roster setup, event registration, event certificate printing and disbursement. Also provided computer/network technical assistance at local offices.
$ Texas Migrant Council. Project to educate migrant parents in the use of the internet, email and basic computer skills.
$ Other Clients. Provide computer technical support / Business consulting for variety of clientele.
Regional Network Analyst II
Texas Department of Human Services, Edinburg, TX 1999 - 2003 Responsible for problem resolution, research, analysis and resolution of complex technical problems in the LAN/WAN network environment. Advise and support customers, automation staff, vendors and Management Information System staff on related automation activities including current and future technology developments.
$ Responsible for Service Desk Telephone support staff for end user assistance.
$ Responsible for network installations, testing, maintenance, documentation, training of automation staff.
$ Plan and/or coordinate the implementation and support of regional automation projects, future initiatives with agency and non-agency entities including vendors.
$ Consult with regional automation staff, MIS, and/or computer vendors to complete timely resolution of problem referrals.
$ Identify and provide technical training need for regional automation support staff on current and future technology development.
$ Apply and/or perform complex software and hardware installations and/or upgrades.
Ricardo V. Reyna - Self Employed
Computer Consultant, Alamo, TX, 1987 - 1999
Computer consultant for application design and development. Tax preparer during Tax season.
Provided local clients with technical and maintenance support, including error recovery assistance, as well as training of new personnel in WordPerfect, Lotus, General Ledger, Accounts Payable, Payroll Accounting software, Novell 3 & 4, and Windows 95.
$ Provided Tax preparation and assistance during Tax Season. Prepared Tax returns for individuals and small business. Provided Tax Technical consultations services to Tax preparers (1040, All schedules, 1120, 1120S)
$ Designed and assembled complete networks from basic ethernet cable runs to bringing file servers and work stations on-line.
Banworth Inc., La Joya, TX, 1986 - 1987
System Manager - Programmer - Analyst
Responsible for managing computer operations on HP-3000 series computer.
$ Designing and developing new task, and supervising data entry personnel.
$ Successful in developing programs to improve system report generation, archiving and specific company reports.
Computer Related Technologies (CRT), McAllen, TX, 1984 - 1985 System Manager - Programmer - Analyst
Responsible for assisting sales department in system demonstrations, analyzing system needs for new business clients.
$ Designed and installed software according to contract requirements.
$ Made recommendations on hardware needs.
$ Developed programs for various inventory control management systems using HP-3000 series computers.
$ Successful in converting Burroughs COBOL programs to HP-3000 MPE COBOL for local company.
HBS Computer Systems, Edinburg, TX, 1983 - 1984
Director of Software Development
Responsible for assisting in system demonstrations, analyzing system needs for new business clients, designing and installing software according to contract requirements.
$ Major project accomplishments include designing entire inventory/cost control and payroll system on DEC VAX equipment.
$ Supervised three programmers during development. Pan American University, Edinburg, TX, 1980 - 1983 System Programmer - Began as student programmer and promoted to Documentation Programmer after one year.
Responsible for maintaining and distributing updated system documentation.
$ Wrote software to verify documentation database to actual source code. Documentation Programmer
Responsible for updating operating system, writing macro assembler routines for programmer assistance, and providing technical support for operations staff.
$ Member of installation team for DEC System 10 Computer. Migrant Farmworker 1975-1979
Harvested Watermelon, cucumbers, celery, jalapeno pepper, bell pepper, onions, grapefruit, oranges and performed a other variety of task to main fruit and vegetable production.
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