Customer Service Manager
Resume:
Samuel D. Heredia
*********@*****.***
Buford, GA 30518
Tel. 678-***-****
SUMMARY
Over 8years of experience as an IT Technical support. Outstanding Customer Service. Obsession for
perfection, but flexible. An A+ certified technician, web developer trainee and exposed to a wide variety of
technologies such as HTML Java, JavaScript, Oracle, Windows OS, Mac OS, Linux OS, VMware, MySQL,
PHP, CMS Drupal. Constantly learning and eager to progress and meet new challenges. Multilingual in Spanish,
Russian some Portuguese.
TECHNICAL SUMMARY
l LANGUAGES: Java, JavaScript, HTML, DHTML, XML/XSL, CSS, PL/SQL, C Language, and Visual
Basic.
l APPLICATIONS: Visual Basic for Applications, SQL*PLUS, JDK1.3, Tomcat Web Server, MS Excel,
MS Word and MS PowerPoint, MS Visual Studio, Eclipse, Aptana, Dream Weaver, Edit Plus.
l DATABASES: MySql, MS Access.
l ENVIRONMENTS: Windows XP, Windows 7, MS Server 2003, MS Server 2008, Mac 10.x, Linux
Desktop (most popular distros, rpm based or Debian based).
l CONCEPTS: Object-Oriented Programming, web site design, debugging and testing procedures,
relational database design and manipulation techniques. An A+ Certified Technician.
PROFESSIONAL EXPERIENCE Self-training
.
March 2013 to present
l LAMP Installation and configuration (Ubuntu client, but also could be on Windows or Mac)
l DRUPAL Manual installation and configuration (practice of Drupal includes adding new modules,
displaying data using views, custom content types, fields, new themes installantion and configuration
and basics of Module development).
l Used eclipse with aptana plugin to practice modules modification/development
l Drush installation and configuration: basics commands. Most trivial activities done using drush (dl, en,
cc up, etc)
l PHP: able to write a program that can add/modify and retrieve information from a mysql database using
a html form as front end interface. PDO object used to manage interaction with database.
l all installation and configuration done using command line (bash, text editor used: nano).
l Successfully lunched a drupal website (http://cqtconsultancy.com), still working on details.
LAPTV ATLANTA LLC 10/2006 – 03/2013
IT Support Specialist
Atlanta Headquarters Office & 5 Regional Offices Support:
l Support 200 plus users in our local Atlanta headquarter office and remotely support five office regions
interacting with all levels of management, from directors to Company's CEO.
l Remotely assisted users in region offices: Argentina, Chile, Mexico, Venezuela and Colombia.
l Most common issues included printer configuration, share drives configuration, Outlook and Office
troubleshooting, installation of new applications as needed. Mobile phone configuration.
l New Users:
o Responsible for the entire process of incorporating new users to the company (technical side).
o Received and processed managers requests for new users making sure request comply with
established policies. Properly documenting on ticketing system.
o Creating new account on Active Directory with its corresponding department permissions set.
o Create Exchange Email Account when applicable.
o Remotely push installation from server to PCs of anti-virus (Esset Endpoint Antivirus, Panda
Antivirus)
o Create new user's local profile on new or re-used Pc/laptop.
o Printer configuration & corresponding shares drives on their PC/Laptops
o Similar Procedures with Mac users.
o Local cubicle/office Phone installation & configuration (basics) when applicable.
o Mobile Phone Activation & configuration (iPhone 4/5, Android phones or Blackberry)
l Backup:
o Responsible for daily reviewing backup data and running backup tapes, weekly ordering tapes
delivery from tape backup safety contractor.
l Asset management & Inventory:
o Keep inventory updated by registering new equipment and updating Database on discontinued
ones.
o Proper labeling new equipment and registering them to ManageEngine Service Desk Database.
l Hardware:
o HP PCs, Dell PCs, Dell Laptops, dual monitor video cards, Hp servers, Dell Servers.
o Installation and configuration. (TVs, Blue-ray/video players, Volycon video conference).
o Repair in house or contacting manufacturers for device replacement following warranty
guidelines when applicable. Assisted with Server installation (HP, dell servers).
l Applications:
o Oracle Client Installation for a client-server application (IBMS)
o Connect and test to Oracle DB connection through ODBC interface. Great Plains Installation
and configuration (Financial department). FRX Installation and Configuration (for Financial
Department). Esset Anti-virus, Panda Antivirus (previously used). Office 2003, 2007, 2010
installation and configuration. Cisco VPN installation and configuration (Mac included).
WebEx.
o Oracle Virtualbox and Parallel for Mac and Linux Windows 7/XP virtualization. Exposed to
VMware virtualization.
o For remote assistance: ManageEngine, Windows Remote Assistance, Microsoft Remote Desktop,
Logmein, Teamviewer, VNC, WebEx, Remmina, Skype, regular email.
l Other Duties:
o Trained users on new software/equipment /applications procedures, produced light training material for
all users on specific software procedures or new device use.
o Imaged and cloned PCs and Laptops using Acronis Cloning software
o XP to Windows 7 migration (easy transfer for users data transfer or manually transferring data when
easy transfer fails)
o Linux Server Installation (CentOs)
o Assisted in office moving projects, reconfiguration of Office spaces and accommodations.
SPRINT/NEXTEL 04/2006 – 08/2006
Level II Technical Support (Voice and Data)
l On voice: applied advance phone voice troubleshooting procedures that includes querying and
modifying the database that contain phone account technical settings. Acting as Consultant to Level 1
tech support team.
l On Data: help customer on installation and troubleshooting of advance phone data functionality such us
Telephone Mobile Application Manager. GPS Locator, Family Locator and other.
l All troubleshooting activities are administrated from a call center.
PRE-SOLUTIONS 02/2005
Web Developer / Customer Care Analyst
l Designed and developed a HTML catalog of technical procedures and product information to be run in
the company’s intra-net. The solution heavily relies on use of JavaScript language to control pages
rendering. The site is a 45.6 MB size containing 590 Files and 57 Folders. Currently on production.
l Responsibilities includes remotely troubleshooting point of sales terminals at chain and individual stores
which are used to sell a variety of pre-paid products such as pre-paid phone cards, Internet service,
credit cards, and even flowers.
SINAH TECHNOLOGY 04/2004 – 12/2004
Technical Support / Account Manager
l Contract for this Point Of Sales Software for Restaurants re-seller company
l Responsibilities ranges from portfolio account management to application support for existing clients
l Meeting clients to found their restaurant software needs.
l Customizing NextPOS for Spanish Speaking clients
ACCENTURE TECHNOLOGY SOLUTIONS 2002
Programmer Intern
l An intensive and accelerated training on C language (160 hrs.)
l Overview of the business application design and development cycle
l Procedure language
l Testing methodology (v-model)
l Advance C features: pointers, strings, modularity, input output.
l SQL and ODBC for database interaction
EDUCATION, PROFESSIONAL TRAINING AND CERTIFICATIONS
The Chubb Institute, Diploma Web Development and Business Programming (18 months)
l
Silicon Valley, Inc., Trained A+ (Core + Win/Dos) and Network+ class (350 hrs.)
l
A+ Certified PC Technician (December 2006)
l
Moscow Institute of Economic Statistics (МЭСИ) BS Degree in Economic Statistics - Major:
l
Economics
l Multilingual: Spanish, Russian and some Portuguese
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