Customer Service Representative

A tilio Alexander Zambrano

*** ******* * * *** #*02 / Pompano Beach, F L / 33069 / 954-***-**** /

a *****.*.********@*****.***

Objective:

To have a position as network administrator to gain experience in the IT field.

T echnical Skills:

Network Skills: Completed Cisco CCNA (Dec, 2011), Network Plus (Feb 2013), Cisco CCNP (December 2012). Two

years Hands on experience with network devices such as Cisco 1841, Cisco 2921, Cisco Catalyst 3960, Cisco Catalyst

3550, and Cisco Catalyst 3750. Ability to Configure, Verify, and troubleshoot VLAN, Spanning tree, and Trunking.

Routing protocols Technology (STATIC & DINAMIC); RIPv1, RIPv2, Static, EIGRP, OSPF., WAN Technology; Access

Control List, Frame-Relay, NAT, PAT; Switch Technology; VLAN, VTP, PVST, RPVST, Security, STP.

Computer skills: Microsoft Word, Microsoft Excel, Microsoft Power Point, and Outlook. Completed CompTIA A+

Courses. Technology Nov 2010. Ability to support and troubleshoot software and hardware issues. Able to create and

deploy image to workstation. Voice, Data, and Video Cabling. Microsoft Office 365, Exchange, IMAP, POP, Outlook

Windows Server 2012: Installing and configuring.

Work Experience:

Teleperformance. M icrosoft Technical Support - Cur rent

Technical Support/Service Specialist for Microsoft - Tier I & Tier I I /Cloud Computing Service

• Perform advanced research to find solutions to cloud based issues including customer inquiries

• Trouble shoot complex email issues such as non-delivery responses, email migration support

and problems relating to Microsoft Office 365 services

• Assigned the more challenging situations that come up with client issues

• Test and implement new solutions for cloud related issues

• Perform evaluations on client networks using PowerShell and Exchange Online within a high

paced environment

• Evaluate escalation requests to Tier I I I after all avenues of resolution have been exhausted

• Guide client's in migration process to Microsoft Cloud

• Configure network environment to allow client's to virtually access their network from any

source

• Maintain call matrix production for a team of 30+ bi-lingual Service Agents

STATE FARM I NSURANCE 2006-2008

• Customer service representative.

• Personal and commercial insurance (auto, home, business).

• Strong interpersonal and phone skills.

• Great knowledge of and ability to learn Insurance Service's automation system.

Assistant M anager ADF COMPAN I ES (P IZZA H U T) 2000-2013

- Follow company guideline to ensure 100% customer satisfaction.

- Conducts performance appraisals, takes disciplinary action, motivates and trains.

- Dedication to providing exceptional customer service

- Good communication, strong interpersonal, and conflict resolution skills

- Excellent Teamwork environment

Education

2013-P resent - B achelors in Networking Technology at Broward College (Current)

-Associates degree in Networking Service Technology (Graduated on May 2013)

Languages: Spanish - English

P rofessional References:

Upon request.

Contact this candidate