Customer Service Manager
Resume:
GARDY ALEXIS
West Palm Beach, FL
***********@*****.***
PROFESSIONAL SUMMARY:
IT technician, with experience using Remedy to process customer requests and resolve application issues.
Proficient in handling VPN requests for clients. Support client systems software, hardware and operating
systems as well as smart phones. Work well independently and within a team, and possess strong verbal
and writing skills.
TECHNICAL SKILLS:
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Remedy, LAN, WAP, WEPx VPN/ SecurID, Quality Center, QTP
• •
MS Windows (2000/XP/Vista/7), Ubuntu 9.10 Symantec Ghost Microsoft Exchange
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WPAx, SSID settings, TCP/IP, DHCP, DNS Server 2007
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Altiris deployment console
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MS Office suite, SQL, Active Directory
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PROFESSIONAL EXPERIENCE:
07/2010 to Present
Advanced Technician
Peak Systems – New York, NY
• Participate in deployment projects for vendors in replacing and imaging several computers.
• Set up new systems and perform data migration for multiple users sequentially.
• Monitor and troubleshoot software and hardware related issues as well as machine assembly.
Determine proper configurations and system functionality.
• Verify LAN connectivity, check printer functionality and dual monitor configurations.
• Assist users with system configuration and technical issues.
• Provide smart phones support and troubleshoot issues.
UBS New York, NY (06/2014 to 08/2014)
Troubleshot and resolved desktop support issues.
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Performed data migration and assisted users with login and application issues.
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Mapped network printers and troubleshot printer problems.
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Worked with the bridge over the phone to provide additional assistance to users for
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specific applications or network connectivity.
Provided desktop support and educated users with the new system functionality.
•
Guggenheim Partners New York, NY (02/2014 to 05/2014)
Migrated users from Windows XP to Windows 7, created user accounts, and
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managed access control.
Configured and installed desktops and laptops, installed various applications for
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brokers in a fast paced environment.
Provided desktop support for several users and resolved issues as quickly as
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possible.
Assigned, closed and resolved tickets within a short time.
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Contacted software companies to resolve installation problems.
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JPMorgan New York, NY (07/2010 to 11/2010)
Participated in deployment projects and performed data migrations for several users.
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Set up and maintained end user machines.
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Provided desktop support and escalated issues to appropriate departments.
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Performed system wipes and reimaged machines accordingly.
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Flashed Bios and performed system configurations.
•
11/2010 to 08/2013
IT Security Analyst Consultant
Verizon Wireless – Orangeburg, NY
• Managed the daily flow of information received through the Automated Customer Service Request
(ACSR).
• Provided resolution on trouble tickets related to application failures, logon issues.
• Ensured that access to applications is granted on a need to know least privilege basis.
• Approved Virtual Private Network (VPN) requests and troubleshot token issues or connectivity
problems.
• Enabled and disabled accounts in Active Directory and added users to specific groups.
• Logged and monitored reports for several servers and researched hostnames to avoid hacking.
• Created new identities and keys for RSA Access Manager and Key Manager Clients, imported
certificates, validated passwords for application team.
• Trained interns and employees on applications and troubleshooting techniques to decrease time to
resolve trouble tickets.
Accomplishments:
• Audit: Performed audits of more than 1000 users a month for a period of one year to guarantee
access granted was conformed to Compliance standard.
07/2005 to 07/2010
Computer Technician
Truck Connections Intl – South Windsor, CT
• Upgraded, troubleshot, and stabilized Windows Vista, XP, & 2000.
• Installed and operated MS Office 2007 & 2003.
• Performed routine data wipes, disk defragments and disk cleanups to ensure optimal system
performance.
• Administered system restorations and backups to ensure data security and integrity.
• Unloaded and sorted computer systems, monitors and peripherals for distribution.
EDUCATION:
2001
Bachelor of Science: Computer Science
St John's University – NY
Certifications:
CompTIA A+, Network+
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