Customer Service Active Directory
Resume:
Julian Agueros
Apt# ***
San Antonio, Texas 78245
*************@*****.***
*************@*****.***
S UMMARY OF QUALIFICATIONS
Proficient with Remote Desktop, VMware Active Directory, and all types of
Windows Software, Live Chat and Email handling.
always available to cover a shift on my day off
ability to type 65-70 wpm with more than average accuracy.
Providing excellent customer service while troubleshooting customer issue,
in person, email, chat, and over the phone.
TECHNICAL S KILLS
Operating Systems Windows 3.5, Windows 95, Windows 98, Windows NT, Windows, 2000,
Windows ME, Windows XP, Windows Vista, Windows 7
Protocols TCP/IP, DNS, DHCP, SMTP, POP,
Mail Systems Exchange 2010, BlackBerry Enterprise, Outlook, Active Directory
Hardware HP, Dell, IBM, Intel, Cisco, VoIP Telephony, Lexmark
Wireless Belkin, LinkSys, Dlink. Solid understanding of all the 802.11x protocols
Security Firewalls, Symantec Mail Security for Exchange.
Remote access VPN, Citrix, RDP, and LMI, and Putty
Microsoft Applications MS Lync Server 2010, MS Access 2010, MS Excel, MS Exchange, MS
Outlook 2007 and 2010, MS Internet Explorer, MS Project 2010, MS SharePoint Workspace
2010, MS Visio 2010, MS Word 2010, Office 365, and MS One Note 2010.
PROFESSIONAL EXPERIENCE
Modis / Citi Bank
San Antonio, Texas
April 2013 - April 2014
Infor m ation S ecurity Analy st
Assign, deactivate and assign R oles in oracle and server for client
sponsors and vend ors.
Destroy non-useable or dam aged safe w ord token s prop erly.
Manage a spreadsheet on safe w ord cards com pleted for that day.
S ecurely package and ship safe w ord cards to the prop er em ployee.
Work and com plete tickets in R esolveIT ticketing system .
Answ er phon e calls and IM's from clients and assist w ith issue w ith
R em ote access or safe w ord card roles.
Assist w ith corpo rate packaging the corpo rate card feed ( 300-700
packages) daily.
R andstand F orm erly Technisou rce / Alliance
B ernstein
S an Anto nio, Tex as
Octob er 2012 - July 2013
IT S erv ice D esk Analy st
Troubleshoo ting in Active R oles/Active Directory, MS Office program s
such as Outlook, Pow erPoint, Word, Excel, Office Com m unicator MS
S harePoint, MS LiveMeeting and MS Access.
Managed users S ecure ID token s in R SA m anager/ R SA console.
Logging tickets accurately in S ervice Now ticketing system ( 50-60 tickets
per day)
Assisting private client Investors ( accounts over $2 Mil) for B ernstein
G lobal Wealth Managem ent Division.
Very proficient w ith B lackber ry Enterprise S erver/ B lackberr y Application
S erver
Log Tickets to other suppor t groups w ith detailed notes of the issue.
R obert H alf Techno logy / Accentu re
Nov em ber 2011 - Octob er 2012 S an Anto nio, Tex as
IT S erv ice D esk
•w orked a ticketing S ystem to prop erly resolve incidents w ith Active Directory, Inotes, Lotus
notes,
G uardian Web Encryp tion, S harePoint and other Microsoft program s.
•Proper ly sent off em ails to clients.
•S uccessfully unlock Active directory accounts as w ell as Window s Accoun ts.
•G reat custom er service tow ards our client G eneral Dyn am ics, Am erican Water, Targa
R esources, G eorgia S hines, and Corelink
•S upport In house Client S ADC ( S an Antonio Delivery Center) answ ered phon e calls and give
satisfactory technical suppor t and custom er service to clients.
•Worked tickets in an em ail portal as w ell as tickets via Phon e call throu gh our R em edy
Ticketing S ystem .
Environ m ent: Vista Win XP, Win 7, R em edy, Active Directory, Lync, S ym antec, Office 365,
Enterprise, LMI.
January 2011 - August 2011 R obert H alf Techno logy
Tech supp ort / NCI
S an Anto nio, Tex as
•Worked for a Military/ governm ent com pany updating the IOS and configurations on LAN
sw itches.
•S uccessfully update and configure LAN sw itches in a fast paced environ m ent
•Managed m y tim e and update and configure 100-120 LAN sw itches a day
•S ecured LAN sw itches and packing them up to be shipped on a truck to H awaii.
Env ironm en t: F ast Paced, Dos, Window s, LAN sw itches
April 20 10 - Octob er 2010 2w ire
Tech supp ort S an Anto nio, Tex as
•Assisted custom ers by telephone w ith fixing issues on internet, Television, and Phon e
•Calm ed dow n irate custom ers if needed and m aking them feel like they can trust you
•R ead throu gh m andatory scripting and im prove skill level at w ork
•S chedule outside technician visits if prob lem w ere to still exist after the call and
Troubleshot internet, TV, and Phon e issues
Env ironm en t: TV's R outers, Modem s, Window s VOIP, WLAN/LAN
2007 - 2009 R io M am bo Tex M ex Y m as
S erv er S an Anto nio, Tex as
•S erved 40-50 custom ers during peak tim es.
•H andled issues w ith custom ers that w anted to speak w ith m anagem ent (diffused situations) .
•Took order s and deliver excellent custom er service that alw ays kept custom ers return ing,
•S ide duties such as sw eeping sections, setting up cond im ents, and refilling sugar and
sw eetener containers.
Diffused an irate custom er situation w ithout having them speak to a m anager.
Env ironm en ts: F ood Preparation, POS system s, and Custom er S ervice
2004 - 2007 Pizza H ut
Line S erv er/ Coo k, Waiter, D riv er S an Anto nio, Tex as
•preparing dough for the next day of w ork
•taking order s throu gh phon e and tables as a server/ w aiter w ith a sm ile that kept custom ers
com ing back
•deliver pizzas in a tim ely m anner as a driver for pizza hut still delivering excellent custom er
service at the same tim e.
•Cov ered shifts w hen m anager needed extra help.
enhanced pizza m aking skills, prepare dough, and assisted custom ers over the phon e.
Env ironm en ts: Prep Dough, Custom er S ervice, and Driving S kills,
2007-2007
D riller assistant PS I
S an Anto nio, Tex as
drilled holes in the ground w ith augers, lift 40 - 80 poun d augers and place on drill rig for
drilling.
log boring samples and place them in bags for testing at the lab.
Worke d in t he lab during rainy days t e sting clay sample s and we ighing t he soils t hat we re
colle ct e d.
Env ironm en ts: S afety, Caution, S ampling, And S caling.
ED UCATION
20 07 - 2008 Westw ood Online D env er,
not earned Colo rado
20 05 - 2006 Tex as S tate Technical College Waco, Tex as
not earned
20 05 Winston Chu rchill H igh S choo l S an Anto nio,
T ex a s
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