Customer Service Technician

ROBERTO ALMANZA KOVAL

**** * ********** ***. ******* IL 60634

708-***-**** *******.******@*****.***

PROFESSIONAL SUMMARY:

Detail-oriented and responsible IT technician experienced in supporting network infrastructure for

multi-users and remote environments. Proficient in telecommunications, customer service and

troubleshooting highly technical issues using my knowledge and skills and simultaneously offers

challenging, opportunities and growth potential.

EDUCATION:

• November/2013 – W3WIDE- Chicago, IL

CompTIA+, Network+ Training Certification

• July/2010 – Captain Alvarez. Aviation Center - Havana, Cuba

Air Traffic Controller Associate Degree

POST-GRADUATE:

• June/2008 – College Estrella Roja- Havana, Cuba

Information Technology Science Associate Degree

WORK EXPERIENCE:

February/2012- Current Job

IT Technician- W3WIDE- Chicago

• Perform analysis, testing, installing and troubleshooting on computers and large hardware

systems.

• Carry out upgrades of memory and hard drives systems, formatting, and install operating

systems.

• Connect PCs in a wired or wireless network and set up peripheral equipment like printers and

scanners into the network.

• Troubleshoot help-desk, Internet connectivity issues and Wireless signal and configuration

issues.

• Check and analyze network performance-related issues and network support problems.

• Install, configures and manages routers, switches, firewall and Internet security software.

• Establish email account, DHCP addresses allocations and IP addresses.

• Maintained and monitored the server room, the wireless network and other server

infrastructure.

• Set up staff workstations with PCs, Macs, phones and laptops.

• Translated technical specifications into detailed product requirements.

Page 1

ROBERTO ALMANZA KOVAL

5606 W Wellington Ave. Chicago IL 60634

708-***-**** *******.******@*****.***

• Analyzed market trends and the competitive landscape to understand opportunities and

potential value.

• Maintained audiovisual equipment, including overhead projectors, laptops and video

conferencing equipment.

July/2010 to February/2012 - Havana Air Control Center – Havana, Cuba

Professional Air Traffic Controller and Instructor.

• Issue landing and takeoff instructions to pilots.

• Monitor and direct the movement of aircraft on the ground and in the air, using radar,

computers, or visual references.

• Manage communications by transferring control of departing flights to traffic control centers

and accepting control of arriving flights.

• Provide information to pilots, such as weather updates, runway closures, and other critical

information.

• Give clearances to enter controlled airspace and hand off control of aircraft to en route

controllers.

June/2007 to July/2008- International Airport Jose Marti – Havana, Cuba, IT Technician

• Installed software, modified and repaired hardware and resolved technical issues.

• Provided base level IT support to non-technical personnel within the business.

• Managed call flow and responded to technical support needs of customers.

• Identified and solved technical issues with a variety of diagnostic tools.

• Resolved problems with malfunctioning products.

• Conducted research to address customer concerns.

• Activated accounts for clients interested in new services.

• Remained up-to-date on the latest technologies and solutions applicable to company products.

SKILLS:

• IT Skills(HTML, HTTP and IP, network maintenance and upgrades, disaster recovery)

• Fluent in Spanish, English and French languages (Speak, Read and Write).

• Effective listening human relations

• Organization, communication, prioritization, and planning skills

• Analytical thinking and problem solving

• Accuracy and Attention to details

REFERENCES:

Available upon request

Page 2

Contact this candidate