Customer Service Technician

DENNIS OSORIO

**** ******* **. • Tacoma, WA *****

Mobile: 253-***-**** • Email: *************@*****.***

Information Technology Management Professional

Successful information technology professional with strong technical, analytical and problem solving skills leveraged

to quickly and deftly adapt to change, troubleshoot while under pressure, and provide timely solutions. Excellent

verbal and written communication skills. Experienced as both a supervisor and technician installing, operating, and

employing direct support for cable, network, computer, point of sale, video, and telephone systems. Strong network

and telecommunications background, completed five years military service including one deployment to Iraq.

AREAS OF STRENGTH

Server 2003/2008 Help Desk Management Troubleshooting

HP Switches Software and Hardware Testing Customer Service

Audio Visual Staff Training & Development Client Relations

Technology Roll-Outs Expense Management Vendor Relations

PROFESSIONAL EXPERIENCE

EMERALD QUEEN CASINO, Tacoma, WA June 2007 to Present

Supervise, manage, and give direction and leadership for twenty technicians in order to provide 24/7 support

of casino operations which includes all software, hardware, phone systems, audio visual, upgrades, roll-

outs, concerts, and events.

Operations Tech Supervisor, May 2010 to Present

Manage eleven level I & II technicians as well as three audio visual technicians to ensure continual

coverage and proper, timely completion of work orders

Oversee all hardware and software roll-outs, upgrades, and relocations to ensure proper installation

and testing are conducted

Organize and track technology assets using a three year lifecycle including desktops, laptops,

printers/scanners, and peripherals

Manage and assign help desk calls making certain appropriate priority is assigned and ensuring

trouble tickets are handled effectively and efficiently

Conduct performance reviews, performance improvement plans, and awards based on technical skill

proficiency and work ethic

Operations Technician I & II, June 2007 to May 2010

Troubleshot and installed laptop notebooks, desktops, point of sale systems, PA systems,

audio/video equipment, printers, scanners, phone systems, and a wide variety of peripherals to

ensure proper functionality

Installed and maintained different software systems including MS Office, Adobe Acrobat, I-Trak/I-

View, Numara Track-it, Casino Market Place, Infogensis, and Mass 500

Completed and documented help desk tickets clearly and concisely, including explanations of

problems and resolution as well as technical projects such as testing of hardware and software

products

DENNIS OSORIO RESUME, PAGE 2

PROFESSIONAL EXPERIENCE CONTINUED

UNITED STATES ARMY January 2002 to January 2007

Maintained and managed a data package throughout the United States in order to provide full voice, data,

and video teleconferencing support in the case of a national emergency.

Data Package Technician & Supervisor, June 2006 to August 2007

Trained and motivated team members, supervising the maintenance of data package equipment for

a LAN system supporting emergency and natural disaster relief operations

Managed a data package system which consisted of Cisco routers, switches, and firewalls as well as

Promina 400 and Red Com IGX switches

Fabricated and ran cables according to media specifications and requirements

Provided on-site field support to customers including installation, service, and repair of systems and

equipment

Verified and approved quality of operational system equipment

Operations Supervisor, October 2005 to June 2006

Managed maintenance and accountability for sensitive items located in high security locations

Supervised and trained ten team members in compliance, policies, and regulations

Performed monthly inventories for over $1MM of specialized tools and equipment maintaining a

100% accuracy rate

Passed inspections with excellent ratings, exceeding auditor standards

Network Switch Operator, Technician, & Supervisor, June 2003 to October 2005

Installed and maintained cable systems for military operations and training exercises

Performed routine checks and services on network hardware as well as emergency repairs

Diagnosed, troubleshot, and maintained equipment in accordance with technical schematics

Recovered, retested, and replaced equipment upon return from deployment

Maintained networks under challenging environmental and terrain conditions, supplying over 500

subscribers with internet and phone services

TECHNICAL PROFICIENCIES

Windows XP, Vista, 7, & 8 Ivew/Itrack Datamagine

Server 2003/2008 MAS 500 (ERP) DocLink

Microsoft Office 2003/2010/2013 BI360 Visual One

PBX, Redcom, & Vodavi FRx Infogenisis

Casino Market Place FAS CIP Resort Advantage

EDUCATION

MASTER OF BUSINESS ADMINISTRATION, TECHNOLOGY AND INNOVATION MANAGEMENT

PACIFIC LUTHERAN UNIVERSITY, TACOMA, WA (EXPECTED 2014)

BACHELOR OF ARTS IN BUSINESS ADMINISTRATION, MANAGEMENT OF INFORMATION SYSTEMS

WASHINGTON STATE UNIVERSITY, PULLMAN, WA

ITIL FOUNDATION CERTIFICATE IN IT SERVICE MANAGEMENT

A+ IT TECHNICIAN CERTIFICATION, COMPTIA

NETWORK MULTIPLEXING COURSE, INTERNET INSTITUTE U.S.A.

REDCOM IGX COURSE, INTERNET INSTITUTE U.S.A.

DATA PACKAGE TRAINING COURSE, U.S. ARMY

LEADERSHIP DEVELOPMENT COURSE, U.S. ARMY

NETWORK OPERATOR/MAINTAINER COURSE, U.S. ARMY

CCNA COURSE, CISCO NETWORKING ACADEMY

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