Technical Support Customer Service

Mr. PIERO LAURA

**** ********** ****

ORLANDO FL 32821

H: 407-***-**** - C: 407-***-****

*********@*******.***

SUMMARY OF QUALIFICATIONS:

Highly motivated dependable and hard working IT professional with over 10 years of experience in Help

Desk Support. Demonstrated ability to diagnose and solve tough problems, produce quality work, and

provide high level of support to end users, resulting in exceptional customer satisfaction.

PROFESSIONAL EXPERIENCE:

Lockheed Martin. Orlando, FL 2011 –

Present

Technical Support Representative

• Providing technical support, including desktop Break/Fix and installation, to employees of a large

Department of Defense contractor in various applications and platforms, including Windows XP, Windows

Vista, and Windows 7.

• Handling an average of 40 calls per day while maintaining or exceeding 85% of first call resolution and 95%

customer’s satisfaction.

• Supporting Active Directory, Citrix, and Mainframe applications.

• Supporting major Microsoft applications including Internet Explorer, MS-Outlook, MS-Office, as well as

native classified and unclassified applications.

• Troubleshooting and support of LAN/WAN, VPN, and Wireless connections; enabling, synchronizing, and

resetting of RSA Secure-ID token ensuring security and confidentiality to users and corporate assets.

• Assisting end users with “Smart-Badge” activation, configuration, and PIN reset; resulting in high standards

of security.

• Providing laptop users with timely and accurate support for Guardian Edge Hard Disk Encryption;

safeguarding privacy and preventing unauthorized access.

• Support and installation of PKI Security Certificates ensuring that high standards of PGP are met.

• Supporting end-user with various SharePoint sites across the organization.

Chep Equipment Pooling System, Orlando, FL 2008 to 2011

Technical Support Analyst

• Provided hardware and software support to 7500+ employees in 45 countries and over 345, 0000

customer locations, in multiple languages while maintaining and exceeding the goal of 85% resolution

rate on first call.

• In July 2011 traveled to Romania to provide help, assistance, training, and support to the new

helpdesk to ensure a smooth transition and transfer of knowledge.

• Supported, troubleshoot, and repaired Microsoft applications such as Internet Explorer, Windows

XP, Windows 7, MS-Office, MS-Outlook, Live Meeting, and Office Communicator and ensure their

correct functionality.

• Performing user’s maintenance in Active Directory, maintaining, updating, and deleting accounts to

ensure secure and safe access to corporate resources.

• Perform installation, testing, and repair of SAP, Siebel, Business Warehouse, Sherlock, Filenet, and

Portfolio Plus either on-site or over remote connection.

• Trained end users on the correct functionality of the Cisco VOIP phone, ensuring a smooth

transition from the old Avaya phones system.

• Troubleshoot, and resolved TCP/IP connections and VPN connections between client PC’s and

corporate LAN resulting in shorter user’s downtime and increased productivity.

• Diagnosed and resolved printing issues. Successfully tested and installed printers, including

LaserJet, Inkjet, DeskJet, and All-in-One either through a TCP/IP connection or through a local port.

• Escalate issues that need further research to the appropriate groups. Follow up to ensure issues

are resolved in a timely and satisfactory manner.

SunTrust Service Corporation: Orlando, FL 1999 to 2007

Technical Support Analyst

• Provided Technical Support to approximately 10,000 end-users with banking and financial

applications.

• Analyzed and resolved security issues (including passwords and access issues) in a Novell

NetWare, Active Directory, and Mainframe environments.

• Successfully resolved VPN issues between the end users and the corporate LAN. Reset and

synchronized VPN token with the RSA server resulting in faster access and increased security.

• Supported major Microsoft applications including Windows, Internet Explorer, MS-Office, and

Outlook.

• Diagnosed and resolved printing problems, performed printer installation and testing to ensure

proper functionality resulting in saved time and resources.

• Provided feedback to managers and associates about software and hardware issues that required

special attention resulting in increased productivity and efficiency by end users.

Phoenix International: Heathrow, FL 1998 to 1999

Technical Support Specialist

• Analyzed, maintained, and troubleshoot the “Phoenix Banking System” suite of applications.

• Dial-in to remote customer sites to conduct investigations and resolve software and hardware

issues.

• Developed and run SQL statements using the Sybase SQL server and “Centura” Programming tool,

analyzed the results and provided feedback to customers and associates.

Infresco Corp: Sarasota, FL 1997 to 1998

Opal Certified Engineer

• Developed, tested, and troubleshoot applications and prototypes with the Opal Programming

Paradigm, using of native Opal Scripts, VB Scripts, J Scripts, and SQL.

• Successfully investigated, and resolve connectivity problems between applications running on

Legacy systems and Windows NT environment trough TCP/IP and WinHllapi.

• Provided Technical Assistance to International Accounts. Traveled to France and Italy to provide

training for International Associated.

ADDITIONAL EXPERIENCE:

Walt Disney World Co 1989 to 1997

• Multiple Customer Service Roles

EDUCATION:

Webster University: Orlando Florida

B.A. in Business Administration minor in Computer Applications/Web Development

Valencia Community College: Orlando Florida

Completed 2 years of Computers and Data Processing toward A.S Degree.

CERTIFICATIONS:

A+ CompTia Certification Computer Hardware and Software.

MCSE "Microsoft Certified System Engineer" – NT 4.0.

MCP “Microsoft Certified Professional” - Windows 95, Windows NT4.0.

CNA “Certified Network Administrator” in Novell NetWare 4.1 and 4.11.

ADDITIONAL SKILLS:

Fluent in Spanish, French, and Italian.

Contact this candidate