Customer Service Support

ROGER MACHADO

**** ***** ******, ********, **** 45140 Home: 513- 377-7435 **********@*****.***

Networking Systems Administration

SUMMARY

• Consistent excellent customer support and increased customer satisfaction, measured

by surveys.

• Delivered all new hire training in our department

• Identify errors on processes and reported to upper management along with solutions for

corrections.

• Sales and support

• Responsible for Computer systems installation and configuration met clients’ specifications.

• Managed shipping and receiving department

CERTIFICATIONS

• MCP - Microsoft Certified Professional

• A + Comptia

• Network plus Comptia

EDUCATION

DeVry University, Mason Ohio Graduated 2011

Bachelor Technical Management

Focus on Business Administration Major GPA: 3.0

EXPERIENCE

Cincinnati Bell (CBTS)

Job Title:Consultant 2014- Present (see reference letter )

• Respond to all End User support calls, emails and electronic requests in accordance with

established policies, procedures to meet First call Resolution (FCR) and set forth SLAs.

• Coordinate communications to users and support staff for project/problem status and follow up

through paging, phone calls, and/or through current call tracking software.

• Ensure that the incoming requests and trouble calls are monitored and addressed promptly

And provide timely support and coordination of physicians and clinicians

in their use of the clinical applications.

• Provides excellent Customer Service by ensuring customer questions and complaints are

handled politely and efficiently and maintains a pleasant and professional image.

Attorney Support, Sao Paulo Brazil

Job Title:Consultant 2013- 2014 (see reference letter )

• Managed and supported legal documentation

• Assured all documents are within protocol with the court systems.

• Responsible of account receivables and payments.

• Assisted Attorney on processing the legal documents.

KSX Marketing Design, Sao Paulo Brazil

Job Title:Consultant 2012 - 2012

• Managed Production

• Assured all Marketing materials were produced on time

• In charge of Quality Control

• Assisted Marketing to obtain new clients

Assyst International, Sao Paulo Brazil

Job Title :Senior Helpdesk Support 2012 - 2012

• Activated and deactivated new hire and terms for HR department

• Supported Production department systems issues

• Solutions person for Network, Account and System Issues of 3 independent firms within

Johnson and Johnson.

• 3 month contract ended between Johnson and Johnson and Assist International.

Siemens AG, Mason Ohio

Job Title :Senior Helpdesk Support 2003 - 2010

• Provided high quality customer service and technical phone support for multiple clients.

• Identified, evaluated and prioritized customer issues while utilizing all available technical

resources to troubleshoot and resolve problems with software, hardware and connectivity.

• Analyzed customer problems and formulated plans for resolution while escalating

unresolved problems to the appropriate support specialist or service group.

During my 7 years At Siemens I supported/provided;

• The Morgan Stanley, Piper Jaffray helpdesk and the migration project for the RBS

(Royal Bank of Scotland) – ABN Amro migration over Europe and US.

• Network Administration (LAN ) and support of the Piper Jaffrey network

• Support for the Stock Exchange in New York

• Daily network support duties, and maintained users account in AD,

• Exchange and resolved connectivity issues.

• Strong knowledge with the CLARIFY CRM ticket system. (7yrs)

• For the Morgan Stanley team, I was solely responsible to Mentor and train the new hires with

any questions they might have in relation with the account.

• VPN network connectivity and support, gaining experience with Access

• Manager, Fiber link, SSL VPN, Dame ware, GotoMyPC which were used to connect to the

network overseas or otherwise.

• ACE RSA server management and maintained the user’s account, disable, enable and reset

the tokens as directed.

• Security software (Trend Micro, Norton, McAffee). Update • Security patch and services.

Full Service Networking, Cincinnati, Ohio

Job Title : Desktop support 2000 - 2001

• Provided Networking solution for external clients as well in house support.

• Deployed 3com phone system over IP Networks at the customer sites.

• Configured VPN over TCP/IP for remote administration

• Managed windows 2000 server and data backup • Replaced malfunctioning components

with new ones.

• Responsible for the deployment of networks including setting up the network user

profiles, system administration and server troubleshooting.

Contact this candidate