Desktop Support Customer Service

Summary of Qualifications

Highly motivated and detail-oriented system administrator with strong problem-solving and project management skills; Demonstrated extensive understanding of security issues at both conceptual and technical levels, enabling successful collaboration with both senior management and implementers. A skilled manager and experienced negotiator, who understands the intricacies of communication between technical and business personnel and vendors

Ability to learn complicated technical material quickly. Fluent in English, Spanish and some Portuguese. Computer/Mobile forensic experience.

Professional Experience

IURD – Newark, NJ 2017- 2018

Desktop support. Demonstrated outstanding customer services skills. Results-driven professional offering a progressive, more than ten-year career in information technology. General PC tech support. Tech support for printers, fax machines. Experience with ticketing system.

INSIGHT – Cranbury, New jersey 2012-Sep2016

Technical support for CNA Insurance Company for Insight Services and IBM

Smart Source Inc. for IBM

Mobility services: Mobile Client Care Services – Onsite Support. Strong customer service experience and customer-centric attitude. Desktop & mobile support experience. Strong, proven complex technical problem-solving skills.

Proven people’s skills, Organized and detail oriented

PMI – SP Rocket Staffing services 2011-2013

PC Technical support projects moving Working PCs from one location to a new one. The project is to unplug PCS and all the peripherals and then installing the PCs and peripherals back on the new location so the user would use the systems without disruption of operations. Desktop support experience.

Village BBQ 2008-2010

Owner of two Portuguese restaurants in NJ, administer, and managed the everyday operations of these business

UAAI – Cranford, New Jersey 1999 - 2009

Systems Network Administrator

Selected administrator by this multi-national cargo company to manage network systems nationwide and in remote offices located in Europe, the Middle East and Asia. Responsible for the configuration, implementation and maintenance of network technologies with focus on the administration of the network infrastructure to include desktop PCs, servers, and network equipment and software applications.

Established a nationwide MPLS network that improved the company’s competitive edge within the industry and realized significant monthly savings in phone line costs; later implemented a similar private secured network for the international side of the company.

Provided training to approximately 70 users on new software and technical equipment for offices located throughout the United States that decreased equipment shut down due to user error, increased overall efficiency and reduced time lost on repairs.

Directed the set-up of the WAN for all offices to provide instant access to corporate information and improve communication company-wide.

Responsible for disaster and recovery planning as well as establishment of security policies to reduce abuse of the company phone system.

Secured competitive pricing of equipment purchases and servicing of electrical setups with outside vendors.

Technical Skills

Software: Windows Server 2003/2000/NT, MS Exchange, Windows 10, 7, XP, Vista, Microsoft Office, Mac, Symantec Antivirus, MacAfee, Basic, Fortran, HTML, Dreamweaver

Hardware: IBM AS/400, Windows Servers, Firewalls, Network routers, Switches, PCs, printers, faxes, scanners, cell phones

Education and Specialized Training

Diploma in WEB and Computer Administration, Gibbs Technical College – Piscataway, New Jersey

Completed coursework toward a Liberal Arts Degree, Bergen Community College – Paramus, New Jersey

Completed coursework to refine grasp of the English language, Queens College – Flushing, NY

Completed various computer and basic programming courses, Hofstra University – Hempstead, NY

Novell Network Setup, New Horizons – New York, New York

Contact this candidate