Customer Service Technical Support

ANGEL S. URBINA

Orlando,FL *****

407-***-**** ************@*****.***

PROFILE

Information Technology professional with experience on Windows Operating Systems for Servers and Workstations, Security Software and hardware and Storage Systems. Working in different industries like Software, Banking and Hospitality.

TECHNICAL SKILLS

Active Directory (2000/2003). Design and Administration. Microsoft Windows Server 2003, Microsoft Windows Server 2000, Microsoft Windows Server NT 4.0., Windows XP Professional, Windows 2000 Professional, Windows 98/95. Microsoft Exchange Server 2007. Microsoft Exchange Server 2003, Microsoft Exchange Server 2000, Microsoft Exchange Server 5.5. Microsoft ISA server 2004/2000, Microsoft SQL Server 2000/2005, IIS and Sharepoint. Data Ontap, SnapManager.

PROFESSIONAL EXPERIENCE

08/2012 - Present Symantec

Technical Support Engineer

Provide technical support for the Symantec Endpoint Protection, Symantec Mail Security for Exchange And Symantec Mail Gateway.

07/ 2010 - 08/ 2012 NetApp

Technical Support Engineer NetApp

Resolve issues with hardware warranty and provide support on the uses and configuration of SAN (Storage Area Networks) and NAS (Network Attached Storage) . Research customer issues in a timely manner and follow up directly with the customer with recommendations and action plans. Create new knowledgebase articles to capture new learnings for reuse throughout the center. Collaborate with other Technical Support Engineers who may need assistance working a case.

07/ 2009 – 01/2010 Symantec

Technical Support Engineer Enterprise Vault

Provide timely phone support for high priority issues. Analyze, meet deadlines, and problem solve in a product support environment. Directly support customers with exceptional verbal and written communication, customer service, and troubleshooting for the Windows Server 2003, Active Directory, IIS, Exchange Server 2003/2007 and SQL server for the archive of messages and files.

04/2008 - 01/2009 Consumer Credit Counseling Service of Central Florida

Network Administrator/ Messaging

Planned and designed TCP/IP, Windows Active Directory Environment. Migration from Novell Netware 6.0 and Windows 2000 domain to Windows 2003 domain. Migration from Groupwise 7.0 to Exchange Server 2003. Administration and troubleshooting of Exchange 2003 Servers. File Server Migration: Migrated file server from Novell 6.0 one server to another in Windows 2003 domain. Configuration of DNS serversInstallation, Maintaining NEC phone system, phone and copper lines. Maintaning Zeacom applications for call attendant, call center and voicemail.

10/2007 - 03/2008 Tek Systems, Darden Restaurants (Orlando, FL)

Remote Tech

Conduct remote site surveys with tech and restaurant Managers. Conduct Install checkout checking remotely network, Operating systems and applications. Verify that all systems are ready for go lives. Audit installation and site surveys invoices. Prepare reports using spreadsheets and other document formats.

04/2007 - 10/2007 Travel Holdings inc. (Altamonte Springs, FL)

Workstation and Network support

Resolving disk space alerts. Troubleshooting IIS related issues. Management of LAN Servers, desktops and Network Connections. Asset Management. Telephone and Network lines repair. Finding vulnerable areas of servers and giving cost effective solutions. Set up and configuration of VPN Set up and configuration of VoIP phones and softphones Back up operations using BrightStor Provide tech support to users in Web based applications. Office 2003 and. Blackberry

09/2005 - 03/2007 Rosen Hotels And Resorts. (Orlando, FL)

Senior Technical Account Manager

PC repair and configuration. Provide tech support to users in a Windows 2000 network with Active Directory, Novell Netware, Office 97 and 2003 Visual One Property Management System Guest internet service. Cisco Call Manager Management of LAN Servers, desktops and Network Connections. Asset Management. Telephone and Network lines repair.

09/2003 - 06/2005 Premier Transport (Bayamon, PR)

IT Manager / Exchange Administrator

Planned and designed Windows Active Directory Environment. Migration from Windows NT domain to Windows 2003 domain. Migration from Exchange Server 5.5 to Exchange Server 2003. Exchange Mailbox Migration: Implemented Front-end Back-end Architecture for Exchange Server 2003. Administration and troubleshooting of Exchange 2003 Servers. Configuration of DNS servers Installation, Configuration and Troubleshooting of Domain Controller. Installation and troubleshooting of Windows 2003 and Exchange 2003 Servers. Implemented backup and restore strategy. Data recovery and disaster management planning.

04/1994 - 02/2004 Puerto Rico National Guard (Muniz ANG Base, PR)

Comm & Info Sys Specialist

Management of LAN Servers, desktops and Network Connections. Maintaining servers (Windows NT server, Exchange 5.5, DNS, DHCP). Enabling quota management for the users. Finding vulnerable areas of servers and giving cost effective solutions. Migration from Windows NT domain to Windows 2000 domain. Migration from Exchange Server 5.5 to Exchange Server 2000.

03/2002 - 01/2003 Park Plaza Normandie San Juan (San Juan, PR)

MIS

Management of LAN Servers, desktops and Network Connections. Planning and designing Windows Active Directory Environment. Migration from Windows NT domain to Windows 2003 domain. Migration from Exchange Server 5.5 to Exchange Server 2000.

07/1995 - 01/2001 Puerto Rico Electric Power Authority (San Juan, PR)

Coordinator Tech Support

Management of LAN Servers, desktops and Network Connections. Provide technical support: Windows 3.1, 95, NT, 98 and 2000, Office 95 and 97. Novell GroupWise. CICS application based on AS400 users using terminals and PC’s thru a gateway that bridge between the IBM network and the TCP/IP and Novell Network.

Education

BS Information Technology in progress

Capella University Minneapolis MN

Expected Graduation May 2016

CERTIFICATIONS

MCP Windows XP

MCSA Windows Server 2003

CompTia A+

CompTia Network +

Symantec Technical Specialist SEP 12.1

Brainbench Network Technical Support

Brainbench Technical Help Desk (Microsoft)

Contact this candidate