Technical Support Customer Service
Resume:
Gengis Diaz
*** ********* *** ***#**, New York, NY, 10040 M: 347-***-**** ******.****@*****.***
PROFESIONAL SUMMARY
Information Technology professional with 8+ years’ experience in Technical and Desktop Support offers extensive experience and skills in troubleshooting software, hardware, printers and mobile devices (IOS, Android, and Blackberry). Can work independently or as part of the team to provide excellent customer service and is seeking job opportunities in organizations with an interest in Tech enthusiasts and solution providers.
EDUCATION
Monroe College, Bronx, NY
BBA in Information Technology, April 2013
TCI-College of Technology, New York, NY
AS of Applied Science in Networking Technology, August 2004
TECHNOLOGIES SUMMARY
Operating Systems: Windows (NT- 10), MS-DOS, Mac OS, Windows Mobile, BlackBerry, Palm Mobile, IOS, Android
Software Applications: Active Directory, BlackBerry Enterprise Server, VPN, McAfee Helpdesk v3.5, Novell Client, Ghost v5.xx and v6.0, McAfee Antivirus Suite, Zone Alarm, Pc-Cillin Internet Explorer, Microsoft Office (Word, Excel, Access, PowerPoint), WordPerfect, Palm Desktop, Active Sync, Attachmate, Oracle, Acronis True Image
Hardware: Desktop PCs, Laptops (Dell, HP, Sony, Apple) and compatible devices (including HP & Lexmark network printers), Scanners, BlackBerry, Palm Treo, Palm Pre, IPhone, Pocket PC, Smartphone
Networking: Adding/removing PC to domain, network printer configuration, troubleshooting DHCP, TCP/IP, WINS and DNS Protocols
Languages: Visual Basic, C++, Java, HTML
WORK EXPERIENCE
Acacia Network New York, NY
Helpdesk Supervisor 10/2016 – Present
Supervised team of 8 Technician
Ensure customer service is timely and accurate on a daily basis
Integrated two Help Desk units with cross-training and team-building, resulting in one efficient, consistent and unified support group.
Reduced hardware and software expenses by 20% using more cost-effective vendor and shipping options.
Implemented procedures to improve remote technical support, reducing time spent on each call and related outages by 30%
Developed policies and procedures for supporting smartphones and tablets both locally and remotely.
Managed evaluations and reviews, standardizing procedures, internal Help Desk ticket distribution, prioritizing and escalating trouble-calls.
Maintained and organized asset management and quality control, prepared weekly statistics reports, assumed full responsibility for the planning, staffing, budgeting and operational effectiveness of all IT data communications functions and support.
Developed protocols and procedures for desktop and proprietary systems for 24/7 support operations.
Acacia Network New York, NY
Helpdesk Analyst 11/2014 – 2016
Provided phone support to on-site and off-site customer (average 200 help desk calls and emails daily) as a team of 6 analyst
Analyzing clients' existing system
Created images for workstations, utilizing Acronis True Image
Supported users in Windows XP and Windows 7 operating systems.
Familiar with searching account, resetting password, disable account and unlocking password in Active Directory.
Planning and working flexibly to a deadline
Installed software, modified and repaired hardware and resolved technical issues
Managed call flow and responded to technical support needs of customers
Provided support via Remote Control through LogMeIn Rescue
Demonstrated professionalism and courtesy with customers at all times
Provided support to on-site user with visits to their desk.
City College New York, NY
Helpdesk Technician 8/2013 – 10/2014
Provide technical support to users by telephone, email, remotely and in person
Analyze and troubleshoot software issues
Create help desk documentation with step by step instructions on problem resolving techniques
Planning and working flexibly to a deadline
Providing training to users of a new system
Managed call flow and responded to technical support needs of customers
Resolved customer issues in a clear, courteous and straightforward manner
Demonstrated professionalism and courtesy with end users at all times
Sent tickets to appropriate departments utilizing ticket tracking system
Maintained documentation of processes and tickets
Resolved problems with malfunctioning products
Staples Retail Store New York, NY
Residential Technician 1/2012 – 10/2014
Liaising extensively with external or internal clients
Analyzing clients' existing system
Presenting proposals to clients
Planning and working flexibly to a deadline
Providing training to users of a new system
Installed software, modified and repaired hardware and resolved technical issues
Managed call flow and responded to technical support needs of customers
Resolved customer issues in a clear, courteous and straightforward manner
Demonstrated professionalism and courtesy with customers at all times
Identified and solved technical issues with a variety of diagnostic tools
Created cases and claims for damaged, lost or displaced packages
Resolved problems with malfunctioning products
Sony Retail Store New York, NY
Computer Technician 11/2007 – 2/2011
Liaising extensively with external or internal clients
Analyzing clients' existing systems
Presenting proposals to clients
Planning and working flexibly to a deadline
Writing user manuals
Providing training to users of a new system
Installed software, modified and repaired hardware and resolved technical issues
Managed call flow and responded to technical support needs of customers
Evaluated and responded to incoming sales leads and requests for technical support assistance
Resolved customer issues in a clear, courteous and straightforward manner
Demonstrated professionalism and courtesy with customers at all times
Identified and solved technical issues with a variety of diagnostic tools
Created cases and claims for damaged, lost or displaced packages
Resolved problems with malfunctioning products
Unisys - MTA New York, NY
Desktop Engineer 2/2005 – 6/2007
Performed day to day setup and configuration of workstations for new users
Supported over 200 users throughout the tri-state area
Responsible for adding computers and printers to networks and troubleshooting TCP/IP, DHCP, WINS and DNS protocols
Responsible for daily OS migration (Windows XP & Windows 2000)
Troubleshoot software/hardware issues
Configured network printers
Repaired and troubleshot local and network printers
Handled outlook configuration/troubleshooting
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