Resume

Sign in

Customer Service Help Desk

Location:
Chicago, Illinois, United States
Salary:
negotiable
Posted:
February 12, 2018

Contact this candidate

Resume:

FRANCISCO PARTIDA

**** *. **** **.

CHICAGO, IL *0638

ac4f18@r.postjobfree.com

708-***-****

SUMMARY OF QUALIFICATIONS:

Dedicated professional in the Customer Service, Administrative Support, and Technical Support areas. I am seeking to continue the support of customers in a call center /office environment/ IT Operations. Experience on various computer platforms. HP ticketing, Sales force, Remedy and Peregrine ticketing experience. Some Active Directory experience, typing 40 wpm, exposure to Microsoft window products. Experience with Word, Excel, Powerpoint, Publisher, Copiers, printers. Able to follow procedures as required. Excellent Communications Skills are an asset to my professional abilities. Customer Service certified.

Bilingual: Reading, writing and speaking Spanish and English.

PROFESSIONAL EXPERIENCE:

COMPUTECH CORPORATION

6-17 to Present Field Technician - Chicago Il -Install Buffer-Part Time

•Respond to assigned break/fix assignments through Southern Chicago and suburbs via mobile phone device.

•Bring live new install ATM's and Upgrades of software on new demoniation changes for Chase Bank project.

8/16 to COMPUTECH CORPORATION

2/17 Field Technician - Chicago Il

•Respond to assigned break/fix assignments through Southern Chicago and suburbs via mobile phone device.

•Diagnose - Analyse POS stations in various retail stores. Ordering parts / sending returnable back.

•Working on NCR, IBM and HP printers as needed to complete SLA'S as required.

•Replace computers parts Main boards, I/O cards, Riser cards and reconfigure or reload software if required.

12/13 to Aeroteck Avionics/ PANASONIC AVIONICS

3/16 Technical Support Specialist 1-Elk Grove Village, IL

•Monitor the network for over 100 aircraft across various fleets, open tickets, and support their resolution.

•Interact with customer (United Airlines) responding to calls and questions, and troubleshoot issues via telephone.

•Provide conference call reporting to Customer and Internal employees.

•Provide all information and support as needed to Panasonic technicians via phone.

•Data-entry updates and submit reports for daily maintenance and operations.

•Using Word, Excel and Outlook email to communicate.

•Ensure movement of parts from location to location.

12/12 to WALGREENS

6/13 Help Desk Analyst-Mount Prospect, IL

•Monitor mainframe, AS400 and UNIX platforms.

•Run nightly backups.

•Working 12 hours shifts over the weekend.

•Scheduled six month contract.

•Answer incoming calls

1/12 to MCGRAW-HILL COMPANIES

12/12 Help Desk Specialist-Burr Ridge, IL

•Support students from many colleges across the country.

•Using Sales force case creation and Product investigation.

•Use Word, Excel for notes during investigation of issue.

•Resolving connectivity issues; password resets, Invalid registrations.

•Help students to navigate and to purchase online registrations.

11/11 to TELEFORMIX

12/11 Customer Service Representative-Mount Prospect

•Answer 50 to 90 plus calls daily in a call center environment.

•Cancel programs, retain customers and support inquiries from customers.

•Scripted and non-scripted interaction.

•Process Orders from customers for Merchandise Services.

10/11 to DEVRY, INC.-Oakbrook IL

11/11 Help Desk Analyst Tier 1

•Resetting passwords for students and employees

•New contract currently active.

•Open Tickets and assign to support.

8/11 to ST. CHARLES BORMEO PARISH – Bensenville, Illinois

9/11 Office Clerk-Chicago

•Filing, typing, all administrative duties for church.

•Preparing weekly bulletin using Microsoft Publisher.

•Answering and screening calls.

7/11 to DEVRY INC.– Oakbrook Illinois

7/11 Help Desk Analyst Tier 1

•Help Desk Analyst Tier 1.

•Take initial call and re-route to correct level of support.

•Reset passwords for students and employees online portal.

12/10 to DEL-REY TORTILLERIA, INC. Chicago, Illinois

4/11 Office Assistant-Chicago

•Answer all incoming calls in English and Spanish on multi-line phone system.

•Accept orders from customers.

•Prepare invoices using Quick Books application.

•Contact drivers of orders taken while on their route for delivery.

•Prepare bills of laden for shipping department.

•Filing of paid invoices.

•Respond to Customer inquiries.

•Typing memos to company employees.

1/10 to US CENSUS BUREAU

6/10 Census Taker-Chicago

•Census taking at assigned locations throughout Chicago

9/06 to IBM CORPORATION SERVICES COMPANY

6/08 ATM Network Agent / Help Desk Tier 1

•Support Banking call center issues with multiple departments and customers.

•Performed ATM Network monitoring and ATM technical customer service.

•Assume after hours help desk for LaSalle Bank ABN-AMRO.

•Support calls from Amsterdam, India, England after hours.

•Heavy phone experience open “Peregrine” problem tickets as needed.

•Follow up and closed tickets for both external/internal customers.

•Monitor and troubleshoot ATM outages and ATM Operations Network.

•Open tickets for internal down PC, printers and other network issues.

•Assign tickets after acquiring all information.

•Reset of passwords - reset of printers.

1/03 to LASALLE BANK (ABN-AMRO)

9/06 ATM Network Agent-Chicago

•Performed ATM network and Customer service after hours help desk for LaSalle Bank ABN-AMRO.

•Support calls from Amsterdam, India, England after hours. Experienced heavy phone volume opened “Peregrine” problem tickets, closing and following up with customers.

•Monitor and troubleshoot ATM outages and ATM operations network.

8/02 to TSA-DEPARTMENT OF HOMELAND SECURITY

1/06 Lead Screener-Chicago

•Supervised 15 plus screeners during processing of passengers at Chicago Midway Airport.

•Ensured screeners are assigned and rotated as required by federal procedures.

•Lunches and breaks scheduled around passenger security processing.

•Assist all passengers with questions and answers.

•Ensured that screeners were following the Standard Operating procedures established by the Federal Government.

9/99 to CENTRAL STEEL AND WIRE CO.

1/02 Lead Computer Operator-Chicago

•Monitored OS/390 environment with over 12 CICS regions critical to the operation of the warehouse.

•Responsible for monitoring of second shift.

•Trained warehouse users in operating monitors, printers and other office equipment as needed.

•Print reports, company billing

11/85 to THE OPTIONS CLEARING CORP.

9/99 Technical Operation Specialist-Chicago

•Monitor Multi-platform Command Center MVS, SUN, UNIX, Autosys, CA7P

•Monitor 80 plus NT and Sun production and backup servers via Boole and Babbage PEM alerts system.

•Help 500 plus user-firms with Network problems and inquiries on data files.

•Follow proper guidelines for problem escalation and reporting.

•Monitor and report batch job abends to Tech support via CA7 and online problem tickets.

•Support Call Center / Datacenter calls for user members requesting information, re-transmission of data and all other requests.

•Operate Tandem system for out of country user.

•AS400 technical training set up and run backups for daily processing of project as assigned.

•Write Data center Procedures under guidance of Manager.

9/79 to UNIVERSITY OF ILLINOIS MED. CTR.

11/85 Operator / Tech Support-Chicago

•Monitor system console from a remote site.

•Printed hospital reports on a nightly basis.

•Prepare nightly schedule of batch jobs.

•Performed batch job processing.

•Corrected basic JCL problems as needed.

•Prepare reports for delivery throughout hospital.

6/75 to UNITED STATES MARINE CORP.

6/79

•Infantry platoon Sergeant at end of enlistment.

•Honorable Discharge (DD-214) available upon request with Good Conduct Medal.

•Excellent Leadership and Motivational skills.

EDUCATION:

Harrison Technical High school Chicago, IL

Daley College completed successfully Networking Class. 2015

Computer Systems Institute Technical graduate 2014



Contact this candidate