Customer Service Microsoft Office
Resume:
Eric F Cruz
Brandon, FL 33511 ************@*****.***
OBJECTIVE
To obtain a Computer Support Specialist position that will utilize my previous experience and technical skills.
TECHNICAL SKILLS
Familiar with Microsoft Windows, Microsoft Office 365, Active Directory, Remote Desktop, Nortel and Cisco VPN client.
Knowledge of PC hardware setup and software setup, power supply installation, server cable installation, installation and trouble shooting, as well as various peripherals, and data entry.
Experienced in customer service and working in a fast-paced environment.
Highly dependable in delivering effective issue resolution utilizing various system, with strong ability to assimilate job requirements, and successfully implement and complete projects.
EMPLOYMENT HISTORY
Service Desk Technician 11/2011-Present
TwentyEighty (Formerly AchieveGlobal) Tampa, FL
Provide level 1 and 2 technical support for 2000 + in house and remote users and ensure proper maintenance of workstations, printers, and peripherals.
Respond to user service request and expediently resolve trouble tickets to maximize system uptime.
Deploy new workstations and printers, installing operating systems, applications, drivers, and configure network properties and hardware.
Support disaster recovery plans, performing regular server backups and creating images of workstations.
Support operating systems, related infrastructures, and maintained backups for clients to ensure complete data recovery.
Trained and mentored helpdesk team members.
Support Analyst 03/2011- 10/2011
Datasol/Ciber Inc Tampa, FL
Provided Tier1 and Tier2 technical support to more than 2,500 BiogenIdec employees worldwide; always met or exceeded quota expectations.
Provided network and desktop software/hardware support to end users
Installation of network and local printers; resetting passwords on BES; providing Blackberry support.
Installation of any necessary programs and proprietary software.
Advanced Microcomputer Tech 05/2007- 02/2010
Adecco Technical/Beckman Coulter Miami, FL
Maintains, troubleshoots, and repairs microcomputer hardware, operating system, application to include troubleshooting via telephone, performing system upgrades and supplemental support and guidance for end users.
Maintains documentation and uses ticketing system (Remedy), to ensure efficient and accurate department operations.
Performs Password resets on a daily basis.
Provides internal customer support for Technology products such as Oracle database, EDMS document manager, Lotus Notes email and databases, Remedy Support system and Active directory.
Trouble shoot and setup Blackberry’s on BES server.
Follow up with end-user when installing, testing, evaluating, troubleshooting and repairing microcomputer hardware, software and related peripheral and devices.
Data Support (e-Registrar) 04/2002- 3/2007 NAI Personnel/ Fannie Mae Reston, VA
Reviewed and analyzed e-applications to grant access of company’s applications to new and existing clients (Desktop originator, underwriter, online billing, or lender).
Worked with appropriate software to setup and add new institutions to Fannie Mae’s e-business database.
Operated data entry terminal to transcribe and verify variety of data documents, records, and information for entry into Registrar database (Appropo).
Provide leadership and execution assistance in incorporating new applications and platforms into the monitoring process.
Maintain and update clients e-profiles in database as well as monitor and respond to client inquires/request through appropriate channels.
Monitor system logs and report daily & create incident reports for Unix platform
Update procedural documentation as needed to reflect current monitoring processes
Computer parts inventory, to include software, hardware and other office equipment.
Education
Currently attending Hillsborough Community college for a degree in Network Administration.
LANGUAGE
Fluent in English and Spanish.
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