Customer Service Technical Support
Resume:
Alvin Esguerra
Azusa, 91702, United States
********.*****@*****.***
PROFESSIONAL EXPERIENCE
MODERN PARKING INC. Los Angeles California United States
Information Technology Specialist November 2009 – Present
Administer, backup, maintain and configure systems/workstations/server.
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Windows Server 2003, 2008 and 2012
Administer Enterprise Email for 500+ email users using Smartermail v11
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Implement network security measures to protect data, software, and
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hardware. Improve overall network availability by configuring real time network
redundancies using HA devices.(i.e. administer/monitor/configure Sonic wall NSA
220 for High Availability, Content Filtering, separate Network interfaces, Site to Site
VPN, VPN Access/privileges and etc.)
Implementing real time system replication to off site location.
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Create procedures and/or conduct/administer training for new and existing
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application.
Research new technologies/Updates/Upgrades and recommend/implement
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new technologies/Updates/Upgrades.
Implement a secure website/portal
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Maintain detailed logs/journal of system/network issues and/or
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enhancement.
Participate in planning acquisition/improvement of new and existing
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locations.
Administration and support of Windows 200*-****-**** servers to include
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Active Directory, Group Policy, MS IIS, basic LAN,WAN, DNS, DHCP, WINS
administration and support. Installation, configuration, maintenance, and backup of
over 10 VM Guest Servers running Server 2003 to 2012).
Oversight of installation on all data communications twisted pair cabling in all
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new locations.
Daily task include installation and updating of all new software, checking
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maintenance plans, pulling crystal reports, and troubleshooting Server 2003 to 2012
and Win 7 Pro on all in house servers and pc’s.
Extensive Lab testing of new developmental – software and hardware.
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Responsible for ghost imaging of all pc’s in field.
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Setup and installation of all new field laptops and PC.
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Responsible for Remote connections to all servers in field.
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Managed the coordination and support of Network systems for corporate and
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remote locations consisting of over 700+ users.
Configured, repaired and installed new systems and equipment at locations
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experiencing problems with hardware, software, networking, etc.
Terminated and installed network connections.
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Created Images for remote and corporate.
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24/7 CUSTOMER INC. Makati City Philippines
Team Manager – T Mobile UK Customer Care April 2009 September 2009
• Manages the performance of a team consisting of fifteen Customer Service Representatives
• Provides daily direction and communication to employees so that customer service calls are
answered in a timely, efficient and knowledgeable manner.
• Provides continual evaluation of processes and procedures. Responsible for suggesting
methods to improve area operations, efficiency and service to both internal and external
customers.
• Provides statistical and performance feedback and coaching on a regular basis to each team
member.
• Writes and administers performance reviews for skill improvement.
• Is available for employees who experience work and/or personal problems providing
appropriate coaching, counseling, direction and resolution.
• Ensures employees have appropriate training and other resources to perform their jobs.
• Responds to and resolves employee relations issues expressed by team members.
• Creates and maintains a high quality work environment so team members are motivated to
perform at their highest level.
• Addresses disciplinary and/or performance problems according to company policy.
• Prepares warnings and communicates effectively with employees on warnings and makes
effective/appropriate decisions relative to corrective action as required.
• Establishes work procedures and processes that support the company and departmental
standards, procedures and strategic directives.
• Uses appropriate judgment in upward communication regarding department or employee
concerns.
ETELECARE GLOBAL SOLUTIONS INC. Makati City Philippines
Team Leader Vonage Technical Support January 2007 March 2009
• Manages the performance of a team consisting of ten to fifteen Technical Support
Representatives
• Documents problem resolutions for reference
• Making recommendations for performance appraisals and recommendations to the
supervisor for team and individual recognition
• Coordinates and participate in operations leadership meetings,
• Analyzing current operational procedures and developing ideas to improve team and
program performance.
• Communicating strategic plans, goals, objectives, assignments, and actionable events to the
team; including deadlines and timeframes for completion as well as distributing the
workload
• Reviews the team’s daily statistics, Coaching the team in problem solving methods, work
methods, and in consensus building activities, and training or arranging for the training of
team members in skills, methods, and techniques necessary for completing individual and
team tasks
Subject Matter Expert Vonage Technical Support April 2006 January
2007
Setup/Configuration/Troubleshooting/Maintenance of Network issues such that involves but
not limited to the following:
• Wired and Wireless Network
• TCP IP (IPV4 and IPV6)
• Wireless LAN security (WEP, WPA with TKIP and WPA2)
• Wireless bridging with encryption
• Voice Over Internet Protocol
• File and printer sharing among different Windows OS platforms.
• Virtual Private networking
• Phone line and power line Networking
• Firmware upgrades using TFTP
• Test configuration and debug/troubleshoot devices and applications on the Vonage Network.
• Assist customers with installation of VoIP phone on their SOHO or personal broadband
network.
• Perform customer callbacks as needed.
• Handled Technical Escalation Calls
Technical Support Representative for Dell Computers Inc. March 2006
April 2006
• Handled calls for technical support for Portable and Desktop Systems. This includes
receiving, assessing, troubleshooting and resolving support requests from Dell systems.
• Identify the point of failure on the computer system, locate trends, and recommend
measures to minimize or eliminate future occurrences.
Level 3 Technical Support Representative for Belkin Networking Devices
March 2004 April 2006
Setup/Configuration/Troubleshooting/Maintenance of Network issues such as; but not limited
to the following;
• Wired and Wireless Network
• TCP IP (IPV4 and IPV6)
• Wireless LAN security (WEP, WPA with TKIP and WPA2)
• Wireless bridging with encryption • Voice Over Internet Protocol
• File and printer sharing among different Windows OS platforms.
• Virtual Private networking
• Phone line and power line Networking
• Firmware upgrades using TFTP
• First line of escalation for Wired and Wireless LAN/WAN.
LINK2SUPPORT INC. – LINKSYS Quezon City Philippines
Product Support Representative September 2002 June 2003
Setup/Configuration/Troubleshooting/Maintenance of Network issues such as; but not limited
to the following;
• Wired and Wireless Network
• TCP IP (IPV4 and IPV6)
• Wireless LAN security (WEP, WPA with TKIP and WPA2)
• Wireless bridging with encryption o File and printer sharing among different Windows OS
platforms.
• Virtual Private networking
• Phone line and power line Networking o Firmware upgrades using TFTP
• Documented calls from source of problem to recommendations as to eliminate or reduce
occurrences.
EDUCATION
Don Bosco Technical College Mandaluyong City Philippines
BS Computer Engineering, Oct 2001
ADDITIONAL SKILLS
• Network Protocols: TCP/IP, IPX/SPX, UDP, NetBIOS, NetBEUI, Telnet, FTP, TFTP, DHCP, DNS,
ISDN, ADSL, IEEE 802.11 B/G/N, ICMP, IPSec, IPX, ICMP, IPv4, IPv6, HTTP, HTTPS, IMAP,
POP3, SMTP, PAT, NAT, CHAP, VOIP
• Software: ADP, Stromberg Enterprise, Microsoft Office (2003, 2007, 2010, 2013), Adobe
Acrobat X, Acronis TrueImage, Symantec Backup Exec, Sharpdesk, ESET server and remote
console, ESET client, Team viewer, Paychex Preview Payroll and Report Writer, Sage 100,
Quickbooks Accountant 2014
• Operating Systems/Server: Windows 2003/2008/2012 Server (Mail, COM, SQL, IIS, DNS,
Terminal server .ect), Microsoft Windows (95, 98, 2000, XP, Vista, 7, 8), Macintosh OS X
• Virtual Server (VMware/Hyper V)
• Hardware/Software Systems: Server/Desktop/Laptop Computers (HP ML 370 G5 and Dell
Servers), Printers (HP 4000, HP 5550, Sharp MX700 Series), Router (Sonicwall NSA series
and Zyxel Zywall35), Switches and other Network and Computer peripherals.
• Computer/Network configuration, installation, maintenance and troubleshooting
• Excellent Communication, Customers Service and Interpersonal skills
Contact this candidate