Microsoft Office Customer Service

Rafael Gonzalez

***** **** **. **********, ** ***22 734-***-**** *.*******.**********@*****.***

Objective

Detail-oriented Computer Technician with 6 years of high-quality technical service experience in a large corporate environment for internal and external clients ranging from executives to end-users. Looking to provide exceptional customer service troubleshooting and repairing a full range of desktop, laptop, multi-function printers, Microsoft Office products and Remote Support Tools. Looking to expand my passion of security and security related knowledge.

Skills & Abilities

Advanced knowledge of Information Technology, Type 30 wpm, Microsoft Office 2010-365, Windows XP-10 operating systems, Bilingual (fluent in Spanish and English)

Experience

IT SUPPORT SPECIALIST SER METRO-DETROIT DETROIT, MI 05/2016 - PRESENT

Network Troubleshooting with switches, routers, hubs and firewalls.

Setup Equipment for employee use, performing or ensuring proper installation of cables, operating system, and appropriate software.

Install and perform minor repairs to hardware, and software following design or installation specifications

TCP/IP Troubleshooting using Command prompt, PING, Netstat, ipconfig, etc.

Mobile phone support, IPhone and Android phones.

IT HELPDESK TIER 1 LEAR CORP SOUTHFIELD, MI 12/2014 - 09/2015

Receive inbound user calls

Use remote access tool to troubleshoot issues

Manage user accounts using Active Directory

Computer and account security related troubleshooting

Windows 8/7 troubleshooting and deployment

IT HELPDESK TIER 2 GENERAL MOTORS WARREN, MI 07/2012 - 09/2014

Use remote access tool to troubleshoot issues

Use ticketing system to document, track and monitor problems to ensure a timely resolution

Perform computer application installation and upgrades

Manage computers and users in Active Directory

Engineering and design workstation support and applications deployment/troubleshooting

IT HELPDESK TIER 1 WILDLIFE CONSERVATION SOCIETY BRONX, NY 10/2011 -05/2012

Oversee the daily performance of computer systems

Answer inbound calls and follow up on emails

Perform repairs to hardware, software and any other equipment

Recycle old equipment using appropriate recycling procedure

Education

HS DIPLOMA 07/2009 MARTIN LUTHER KING HS

ASSOCIATES OF INFORMATION TECHNOLOGY 08/2011 MONROE COLLEGE

COMPTIA SECURITY + CERTIFIED 03/2018

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