Technical Support Customer Service
Resume:
Mario Galvez
Hayward C.A. 94544.
**********@*****.***
SKILLS
• Ability to use basic hand and power tools.
General Knowledge of telecommunication network design, topology, Network systems interface and protocols.
Installed and configured IT network components.
Background in software/hardware computer repair.
• Structured cabling (cat 5, 6, 6e, fiber, copper, coax)
• Help Desk and Customer service experience.
• Ability to multitask and solve problems.
• Knowledge of computers, windows operating system, and Microsoft applications..
Deployment of Telecommunication devices, servers and computers.
• Assembly and testing of electronic devices. .
Bilingual (spanish).
EXPERIENCE
SIPI ASSET RECOVERY Hayward CA Nov 2017 Data Security Asset Disposition company. Secure Data Wiping. Configure and assemble electronic devices (servers, desktops. laptops, printers, televisions in order to be tested. Check hardware, troubleshoot, ensure unit is operational, connect and disconect electronics parts, ( motherboard, hard drive, memory, cables, etc.), open and check for failed electronics inside unit, sort and filter working parts and removed parts that need to be recycle in all equipment. Physically assist in moving and racking equipment as directed. Follow the proper protocol and procedure to handle sensitive client's information. Troubleshoot, test, and configuration of server hardware and software, perform software and firmware configuration using Linux OS. Create and update tickets in ticketing system. Maintain asset inventory in an automated computer system. Build Rack, Server Installation, configuration and troubleshooting. Switch configuration. Final Testing.
CGS
Atlanta
Jan 17- Aug 17
Bilingual Technical Support
Provide Network technical support to IHG business structure. Handling inbound and outbound calls. Troubleshooting desktops, laptops, printers, servers, routers using different tools (RSA admin tool, ADDS, Airwatch, Remote desktop, Citrix, ILO ). Network troubleshooting levels 1 and 2. Hardware support to local and international locations.
Specific tasks
Imaging desktops and laptops, support to SPS (PEDs Ingenico).
Manage accounts and passwords for users and corporate users.
Setup and configure printers and workstations. Software support to Windows server 08, 12. Windows 7 and 10, IOS Cisco, Microsoft Outlook.
Configure and modify VPN accounts, Software support, Windows applications (Outlook, OS 7,8,10),
HUAWEI
FLM Supervisor
MAY, 2013 - Oct,2016
Preventive and corrective maintenance services for Telefonica's wireless base stations. Duties included repair or replace damaged or faulty items in a timely manner to ensure maximum network availability, ensure power systems are functional which includes performing and analyzing power transfer switches, battery backups, performing voltage adjustments and PMs on rectifiers and AC/DC power systems. Ensures proper maintenance of site buildings and grounds, Including: HVAC, BTS, node b, Antennas. Performs inspection of microwave systems, routine preventive maintenance, equipment alarm tests. Troubleshoot transmission equipment, radio frequency and power failures, software updates, basic installation and acceptance of radio and path alignment with tower crew. Optimized, analyzed and improved performance of GSM/UMTS network according to client specifications. Install, configure and test network assets (i.e. switches, routers, firewalls, network tools & testing devices). Responsible for execution of project and monitoring progress of installation of BTS & microwave links. Generate weekly and monthly reports of project’s status. Ensure tools and test equipment are ready to use.
Installation and commissioning of UA5000 access nodes (NGN), indoor and outdoor cabinets, MDF cabling, integration (VLAN). Coordination, support, and supervision of migration process with the subcontractor. End to end testing of IP traffic, configuration for Ethernet transport connectivity. Perform Connectivity Test for Element Manager Telnet Connection
CODITEL
Field Service Technician (Telecom Projects)
oct 2007- dic 2008
Jan 2008- Sept 2012
jun 2012 -feb 2013
Installation, integration, and commissioning of Ericsson BTS series 2000 and 6000 and Huawei’s APM. installation of microwave links (minilink, Raisecom, RTN…). Pulling and routing coaxial cables and fiber optics cables. Installation. Maintenance and removal of antennas, cables, jumpers, radios. Configuration of Cisco’s 800, Netopia 3366 and 4686, Fortigate 50b, Siemens/EM. GSM/3G frequency planning and optimization. Monitored and analyzed statistical and drive test data to improve system performance indicators, Determined problem sites by using network key performance indicators and drive test data. Performed antenna mounts for all structure types, civils/tower construction & quality assurance practices and construction safety practices.
DELL
Technical Support Representative
Mar 2005 - Sept 2007
Provided solutions and technical guidance to Dell’s clients facing technical issues and difficulties. Troubleshooting, analyzing and repairing problems of elements such as desktop computers, laptops and various Dell’s components/peripherals. Performing computer programs installation and operating system configuration and repair, Support to third party software installed in computers, mostly Microsoft OS, browsers, antivirus and other applications. Also; IT network system administration (Windows server 2003, Active Directory). Installed and configured IT network components and assisted in the implementation of designed IT network configuration. Administering and monitoring performance of LAN/WAN network using remote connection tools (layers 2 & 3).
TELEKENEX
Technical Support (NOC)
Nov 2011 - Apr 2012
BUSINESS-GRADED IP SOLUTION PROVIDER
Duties included monitor and support client’s network (layers 2 & 3), check network status ( surveillance activities), answer incoming calls and emails from client’s issues. Isolate specific trouble issue (tier 1) and start troubleshooting network issues (TCP/IP, DNS, DHCP, connectivity) . create a trouble ticket, contact internal network piers (tier 3) and coordinate solutions, contact the business client. Routine end to end network maintenance, support small clients (configure hardware and software, update network devices, web browser troubleshooting, monitor infrastructure).
EXPRESS TELESERVICES
Customer Service
Dec 2008 - Apr 2010
YOURTEL
Provide client support services to a telephone provider company located in Oklahoma. Duties included customer guidance and information on existing accounts, help new customers to open accounts. Basic help with accounts inquiries and problems, reload minutes to cell phones, technical support and troubleshooting cellphones, record all activities on company’s database .
Help new customers to apply to landline service online, also perform basic troubleshooting from Dmarc to the house.
EDUCATION
UDB, Electronic Engineering
Jan 1995- nov 1998
TRANING
DELL Technical Support Training. (2005)
DELL Technical Support E&A Training.(2005)
AT&T DSL Training (2007)
PC maintenance and repair (2001)
CCENT (2008)
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