Customer Service Information Technology

ERIC ESTRADA

* * * * * V Y R D . A P T . * * B R E M E R T O N, WA 9 8 3 1 0

( 3 6 0 ) 6 8 9 19 2 4 • H A N K _ A A RO N @ H O T M A I L . C O M

OBJECTIVE: Employment in the Information Technology, Computer Science, Network Administration and

Helpdesk Support roles in the greater Seattle, Washington area

SUMMARY OF QUALIFICATIONS:

• 5 years experience in help desk and network support

• Completed and currently pursuing training, certifications and degrees in the Information Technology

Field

• Broad knowledge in troubleshooting hardware and software issues using Windows administration

programs including Windows installer, Active Directory, File Servers and registry editing

• Held Secret clearance and maintained professional and organized workplace while managing a and

working in teams to develop and improve standards of procedures

• 3 years of direct customer service and logistic processes in high volume, fast paced workloads

with excellent communication skills

DESKTOP SUPPORT:

• Monitored 200 plus end users utilizing VOIP systems within Microsoft, Linux and Mac operating systems

• Use of programs such as Remedy Ticket for help desk trouble ticketing, advanced skills in Microsoft Office

applications including Outlook account setup

• Replace, fix and image hardware and software problems as needed on physical and logical topologies to

include desktop PCs, laptops and encode security devices on interface terminals

NETWORKING:

• Understanding and on the job, hands on building wireless, LAN, WAN and server/client networks

• Installed fiber and Ethernet cables to integrate satellite, radio and telecommunication devices

• Router and switch programming utilizing command lines while creating and administrating Cisco accounts

for specifically allowed access, implemented, educated and enforced server security policies

CUSTOMER SERVICE:

• Provided technical support to end users via phone call intake, ticketing programs and on-site resolution

• Ability to articulate terminology and educate typical solutions for user-friendly knowledge or escalate non-

resolved issues to next tier for further assistance

• Approach users and customers in professional and respectable manner while communicating and annotating

issues with proper documentation

RELEVANT PROFESSIONAL EXPERIENCE:

• United States Army

-Two deployments in support of combat networks and assist in multiple communication projects to

include setup and tear down, monitoring, maintaining, and operating advanced IT systems

-Supervised teams and relayed guidance of superior authority to create an effective outcome

-Completed numerous technology and leadership classes for career development and promotion

preparation

SKILLS:

• Demonstrated ability to safely and properly operate various IT and communication systems

• Ability to learn new processes quickly and efficiently

• Operate and multitask effectively under stressful environments

• Customer service experience since first employment opportunity

• Natural problem solving skills

• Organized and professional individual

• Physically capable of lifting, constant moving, sitting and standing for long periods

• Type rate of over 60 words per minute

EDUCATION:

September 2009 to August 2012 Bellevue College

Bellevue, WA

Network Support-Computer Systems AA

Network Administration track

General Studies AA

Microsoft Network Support Certificate track

Cisco Certified Network Associate classes completed

October 2006 to August 2008 Central Texas College

Killeen, Texas

Computer Science-Information Technology AA

September 2000 to June 2003 Bremerton High School

Bremerton, WA

High School Diploma

Pursued classes in computer systems and network administration

WORK HISTORY:

Associate Desktop Support The Kitsap Sun Bremerton, WA

December 2013 to January 2014

Backroom Associate Fred Meyer Bremerton, WA

August 2012 to May 2013

Marysville, WA

Logistics United States Army Reserves

February 2012 to October 2012

Flow Team/Cashier/Customer Service Target Tacoma/Factoria, WA

August 2009 to October 2011

Network Switching Systems Operator United States Army Fort Campbell, KY

September 2004 to April 2009

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