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Customer Service Technical Support

Santa Ana, Costa Rica
$800 to $1200 monthly
February 16, 2018

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Iván Umaña Mena

CCNA * modules.

Skills: Adept at maintaining all types of Cisco hardware and software solutions designing small scale network upgrades and troubleshooting network areas.

I can understand protocols like OSI and TCP/IP, OSPF, EIGRP,RIP, Spanning tree, Frame Relay, PPP,LAN, IP Routing, InterVLAN, EthernetChannel, NAT, HSRP and DHCP, ACLs.


June 2012 to July 2016 and then October 2016 to present.

Provided support at Intel in Sykes call center.

Technical support experience on PC maintenance.

To listen and respond to customer inquiries on the telephone, through on-line networks, by mail, chat and forums.

To develop areas of expertise that includes a detailed understanding of an application’s work-flow and programming.

To act as a resource to Level 2 agents, to perform advanced trouble-shooting and problem resolution to processors, graphics, chipsets, raid configuration, bios updates, compatibilities etc.

Excellent listen and writing skills.

Ability to talk and type during a call.

Internet tools.

5 years of experience

Understand motherboard installation and configuration problems.

Working knowledge of hardware and Intel architecture.

Perform BIOS upgrades.

Ability to use WWW browsers-FireFox or Internet Explorer.

Understand Storage fundamentals including configuration and troubleshooting.

Understand NAS, DAS and other data storage technologies.

Working knowledge of local and remote server management applications.

Working knowledge of networking specifications including switching and cabling.

Working knowledge of Ethernet packet structure and TCP/IP protocols.

Working knowledge of VPN software and router security technology.

Knowledge of HPC products, terminology, network fundamentals, and common customer environments.

July 2016 to October 2016.

Cisco TAC in Sikes call center.

To provide hardware support to Cisco components, all platform switches, all platform routers, ASA components and servers.

Able to understand and read show tech, show version, show environment, show module, so we can identify the root cause of an issue.

Perform software/firmware release upgrade for customers and ensure the Switch, ASA devices are on the latest version available.

Be part of discussions with customers and other stakeholders and help them understand the need for the upgrade; analyze the risk and impact and assist them in their change management process.

Proactively manages release and environment issues to minimize impact on delivery and project plans.


2014 Universidad Tecnológica Costarricense, Eng. Sistemas.

2010 Bachiller educación media.

2010 INA Relaciones Humanas y manejo de conflictos

2010 Instituto Interamericano Profesional Bilingüe, reparación y mantenimiento de computadoras.

2016 CCNA 4 modules.

Advanced English Speaker. Fluent in verbal and written English. High Proficiency level (85

Linux courses on line:

Excel Avanzado.

Courses complete at the University:

I can work with SQL server and

Bases de Datos SQL Server

Programación I

Programación Il

Programación Ill

Programación IV

Programación V

Estructura de Datos y Archivos

Administración General I

Contabilidad I

Special Strengths

To keep account information confidential and protect it from unauthorized use.

To follow up on the customer’s issue until it is solved.

To perform any other tasks, duties, or services requested by his/her immediate superior.

To maintain adequate technical proficiency in products and platforms assigned.

Capacity for adaptation to company changes.

Excellent presentation, communication and negotiation skills.


Upon request.

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