Customer Service Manager

MAXIMO

R. PIZARRO

SUMMARY:

. Help Desk certified professional over 7 years of experience in IT

Industry with extensive experience in Desktop, Helpdesk and PC Support.

. Expertise in Migration of XP to Windows 7 and responsible for imaging

desktop and laptop machines (IBM/Lenovo, Dell, and Toshiba) for internal

customer base.

. Experience in operating systems such as Windows XP, Windows Vista, and

Windows 7

. Experience in providing first level technical support to internal and

external users from multiple company locations via telephone and email

requests.

. Managed trouble ticket database for accurate trouble documentation and

problem resolution via Peregrine.

. Supported multiple applications on both Windows XP & Windows 2000

operating systems

. Experience in installing and troubleshooting laptop and desktop login

encryption software.

. Communicated with Desktop Support and Helpdesk teams on system outages

and updates

. Expertise in resolving requests to move enable or disable user account

via Active Directory.

. Handled requests to generate active and inactive user accounts reports

for Auditing teams.

SKILL MATRIX:

Desktop Support Expert - 7+ Years 2014 Primary Skill

Windows 7 Expert -3+ Years 2013 Primary Skill

PC Imaging Expert - 5+ Years 2014 Primary Skill

Helpdesk Expert - 4+ Years 2006 Primary Skill

Wireless Expert - 5+ Years 2012 Primary Skill

Customer Service Expert - 7+ Years 2013 Primary Skill

Active Directory Expert - 7+ Years 2014 Primary Skill

Troubleshoot Expert - 7+ Years 2014 Primary Skill

Technical Skills

Software

Ad-Aware: installations, updates and performance,

Adobe: upgrades and installations

Blackberry Software: installation and troubleshooting, upgrades

Citrix Web Client installations and troubleshooting

C-Cleaner: installations and performance

McAfee: installations, updates and performance

MS Office Suite 2003: installations and troubleshooting

MS Office Suite 2007: installations and troubleshooting

MS Office Suite 2010: installations and troubleshooting

Mainframe (TN3270): installations and troubleshooting

PGP Encryption: installations and troubleshooting, upgrades

Spybot S&D: installations and troubleshooting

VPN: installations and troubleshooting, upgrades

Windows 2000: installation and troubleshooting

Windows XP: installation and troubleshooting

Windows 7: installation and troubleshooting

Queue Maintenance

Service Center (Peregrine) Trouble ticket tracking and resolution

Hardware

Blackberry: configuration and troubleshooting

Desktops: (Dell, IBM, HP, Toshiba) configuration and troubleshooting

Laptops: (Dell, IBM, HP, Toshiba) configuration and troubleshooting

Desktop Printers: (HP) installations, maintenance and troubleshooting

Network Printers: (Cannon, HP) troubleshooting and maintenance

LAN

Active Directory: account verification, network account administration and

password reset

Novell: connectivity troubleshooting, account verification, network account

administration and password reset

RSA Authentication Manager 6.1: RSA Secure ID Token management and

administration

Citrix Metaframe Presentation Manager 4.0: Citrix Metaframe remote access

management and administration

RSA Security Center 1.2: RSA Secure ID troubleshooting

Windows Server 2003: account verification, network account administration

and password reset, server permission troubleshooting

Windows Server 2008: account verification, network account administration

and password reset, server permission troubleshooting

Education:

Bachelors Degree/ Commercial Art - Benedict College, 1990

High School Diploma, Greenville Senior High School, SC 1984

Professional Experience:

Xerox Business Services, LLC, Atlanta, GA (Telecommute)

09/12 - 06/14

Information Management Senior Specialist - Local Area Network Administrator

Responsibilities:

. Monitored ticket queues for end user requests and system problems via

Service Center

. Liaison between Desktop Support, Server, and Network Teams for end user

assistance

. Assisted multi-site end users with password reset and password

synchronization issues

. Utilized remote access systems (Remote Desktop and Log Me In 123) for end

user support

. Provided departmental assistance with user account conversions from FTE

to Contractor

. Handled manager requests for end user network share accesses

. Communicated with Desktop Support and Helpdesk teams on system outages

and updates

. Assisted various technical teams when needed for complex end user system

issues

. Provided after hours emergency technical support when required upon

manager approval

. Served as front-end support for Citrix Web Apps end user issues

. Administered published applications to Citrix Web Apps end users upon

approval

. Responsible for resolving requests to move, enable or disable user

account via Active Directory

. Handled and resolved network permissions issues on network shares via

Server 2008 R2 systems

. Handled requests to generate active and inactive user accounts reports

for Auditing Teams

Affiliated Computer Services, Inc. Atlanta, GA

06/07 - 09/12

Desktop Support Technician

Responsibilities:

. Responsible for imaging desktop and laptop machines (IBM/Lenovo, Dell,

and Toshiba) for internal customer base.

. Perform software and hardware installations using Microsoft and

proprietary products.

. Migrated Windows XP users to Windows 7

. Experience in operating systems such as Windows XP, Windows Vista, and

Windows 7

. Coordinate with Facilities department to perform workstation moves.

. Track computer inventory via updating internal inventory spreadsheet and

Dell Desktop Manager application.

. Interact with multiple technical departments for workstation trouble

resolution

. Coordinate with Shipping, Receiving and Procurement departments to track

and deliver computer equipment.

. Handle requests for software and hardware upgrades.

. Install and troubleshoot laptop and desktop login encryption software.

. Assist with set up of call centers for disaster relief situations.

. Served as administrative back up for management.

Affiliated Computer Services, Inc. Atlanta, GA

09/06 - 06/07

Field Representative Liaison

Responsibilities:

. Served as a liaison between Field Services and GA Medicaid providers.

. Responsible for resolving billing inquiries via email and telephone for

GA Medicaid providers.

. Provided direction and explanation of GA Medicaid policies by referencing

policy manuals.

. Researched and resolved complex GA Medicaid billing disputes and claim

denials.

. Served as first point of contact for The Department of Community Health

provider escalations.

. Served as 'Systems' liaison for Field Services department.

. Assisted providers with GA Medicaid provider enrollment.

. Assisted providers and billing companies with GA Medicaid and Peach State

member updates.

. Performed other related duties as assigned.

Affiliated Computer Services, Inc. Atlanta, GA

06/05 - 09/06

Helpdesk Associate

Responsibilities:

. Responsible for providing first level technical support to internal and

external users from multiple company locations via telephone and email

requests.

. Managed trouble ticket database for accurate trouble documentation and

problem resolution via Peregrine.

. Served as liaison between customers and second level technical support

groups for high severity/ critical technical issues.

. Responsible for password resets according to HIPPA standards for

Mainframe, Windows, Novell Netware, Citrix Web Client and various

proprietary systems and applications.

. Supported multiple applications on both Windows XP & Windows 2000

operating systems.

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