Customer Service Technical Support

Eduardo Franco

** ***** *******, **** ******** CA, 92532 • 619-***-**** • *********@*******.***

Information Technology Bilingual professional specializing in technical support and network administration with a

unique combination of leadership experience and technical skills with the ability to provide to you solutions efficiently

SUMMARY OF QUALIFICATIONS

More than 12 years of experience in computer technical support, including Windows System

Administrator, 6 years working in call centers and Active Directory

Responsible to upgrade 250 Workstation to Windows 7 Enterprise

Participation in a replacement of Old barcode printer to new Barcode Zerba printers GT420

Implementation of WSUS using Hiper-V for windows 2012 R2.

Implementation. Serv-U SFTP server.

Installation and configuration of 250 HP SFF.

Implementation of a ticket system Track-it including SQL server 2008 like database administrator.

Support 300 PC in a call center responsible to support Dlink and Belkin Networks products by phone.

Responsible to handle project to implement new campaign in the call center including, PC

configuration, software installation and assignation of voice channel for each position in the call

center.

Technical Skills

Bilingual English/Spanish

Software:,, Hiper-V, VMware, Serv-U, MS Office 2010 and 2013, Remote Desktop

connection, VNC, Track –IT, PC anywhere and POS

Database: MS SQL server 2005, MS Access

Language: VB.NET

Operating Systems: MS Windows 2003 server, windows XP, Windows 7 Enterprise, windows

8.1,, Windows 2012 R2

Tool: Computers Troubleshooting software and Hardware, Data cabling cat 5e and 6.

Field tech and Remote control support

PROFESSIONAL

EXPERIENCE

2012 to present Prime Line Products Redlands, Ca.

Handle Technical Support to more than 250 Workstation and 150 handheld Devices 70 barcode

Zebra printers.

Windows users Administration through Active directory 2008 R2 including policy implementation

Administration of WSUS and implementation of upgrade policies

Print server Administration in Windows server 2008 with 40 Oki Data B4600, 50 Advantage

barCode Blasters and 15 Multifunctional HP 9050 .

Troubleshooting technical problem software and hardware using VNC and Track-It to remote

support.

2009 to 2012 CSE Incorporated. Walnut Ca.

Handle Customer Service and Technical Support by phone, by email and on-site to Islands

Restaurants in South California, Arizona and Hawaii.

Handle Customer Service and Technical Support by phone and by email to Catalina Group

Restaurants (Coco's and Carrow's) in California, Arizona and Nevada

Provide Help desk for printers and PC configuration using VNC and PC anywhere system

Troubleshooting technical problem software and hardware using VNC and PC Anywhere to remote

support.

Troubleshooting technical problem for Galaxy tablet connecting to wireless networks.

Work with SQL Express to troubleshoot POS (Point of Sales) Database.

2008 to 2009 H&R Block San Diego Ca.

Handle Customer Service and Technical Support by phone and by email to H&R block offices in

South California and Arizona.

Provide Help desk for printers and PC configuration using marimba system

Troubleshooting technical problem using Remote control connection

2007 to 2008 Telisimo International Tijuana MX.

I was a team member responsible to migrate from San Diego to Tijuana, an operation department

including, 300 Workstations and 32 server.

Provide Technical support and help desk activities in the call center with 300 pc

Implementing structure and modular wired. For voice and Data, CAT 5 PANDUIT certificates.

Evaluation of technical necessities for update desktop machines and voices devices.

Configuration and administration of Share folders permissions and DHCP on windows 2000 and

2003 Server.

Create and handle reports using Access and SQL server 2005

Administration of users, groups, policies and devices with active directory.

2002 to 2007 Grupo Melo Tijuana MX.

Technical support

Technical Support to 150 Workstations and 3 server with windows 2000 and 2003 Server

Project leader for Analysis and Implementation of a ERP solution to handle Accounting,

construction Project, and warehouse inventories and Advance of construction

Installation of a wire solution for voice and data communication using Cat 5e for Data and Cat 3

for voice

Installing wireless solution for data communication between different areas in Tijuana city,

Create and handle reports using Access and SQL server 2005

Education

4 years Baja California University Tijuana B.C.

Computer science, information technologies.

SQL server 2005 certification Course

Certification path Microsoft 2012 R2 70-410,70-411, 70-412 courses

Windows 2003 Server essentials Certification course.

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