Customer Service Project Manager

Procopio (Ronnie) Rocas

*** ******* ***** ******** **.07026

******@*****.*** 201-***-****

SUMMARY:

Experienced computer PC Support/Network Administrator with intuitive customer service and communication skills. Troubleshooting skills, detail oriented, and always take the initiative to learn about new technology.

IT professional with over 11 years of experience in technical support. Knowledge of all Microsoft Office Applications. Always willing to learn and accomplish new tasks.

EDUCATION:

Dover Business College Clifton, NJ Graduated 03/2013

PC Support & Network Administration

Microcomputer Business Systems 06/2000

900 Hour Program Graduated with honors: Cum Laude

Computer Learning Center, Inc. Paramus NJ 04/1999 – 03/2000

CERTIFICATIONS:

CompTIA A+ Certified, PC Support & Network Administration

DCSE DELL Foundation Desktops 2013

DCSE DELL Foundation Alienware 2013

DCSE DELL Foundation Portables 2013

DCSE DELL Microsoft Windows 8

DCSE DELL Foundation Ruggedized 2013

PROFESSIONAL EXPERIENCE:

Blue Cross Blue shield - Noc Technician Newark,Penn NJ Current- 10-2014-04/2015

Loading operating systems and hardware configurations

Performed Systems Administrator troubleshoot/installation & upgrades of Microsoft Software

Identifies and escalates situations require urgent attention

Coordinated and Effectively communicate with all levels of employees :technical support group to senior and executive

Ghost imaging and Windows deployment

Monitor and ensures stability of the network

Monitor the network by using HPSsimm

Perform task remotely on client using Remote Desktop

Fortress ITX Data Center-NOC technicians Clifton, NJ 04/2013- 04/2014

Perform hardware troubleshooting on all PC’s

Perform cross connect and maintain a neat and orderly build department

Inventory new hardware for provisional (prebuilds)

Prepare new rack for provisioning (prebuilds)

Ensure the facility is presentable and run in an efficient/orderly fashion at all times

Dover Business College 04/2012 – 03/2013

Assisted Professor for Network Class, Hardware and Tech Support

Certified Technician -Repairs and maintained 100 - 500 computers and printers

Software Installation and backup support

Ghost imaging and Windows deployment

DialAmerica Marketing Corporation Mahwah, NJ 10/2000 - 09/2011

Junior Administrator / Computer Technician

Assisting administrator with the routine reports and other requests as needed

PC Support - Repairs and maintains 1000-5000 computers and printers

Installed and maintained all computer/laptop related software

Maintained and installed computer/laptop related hardware and software and assisted users for using Microsoft desktop

software.

Citrix Profile Management - Manage the user’s personalization. Setting up and build windows environments

Loading Citrix program and supporting the restoration of the user’s profiles

VPN support - remote users of the network to be authenticated, and often secures data with encryption technologies to prevent disclosure of private information

Loading operating systems and hardware configuration

Programs Installation, Viruses removal and data recovery

Knowledge and experience of customer service practices

Identifies and escalates situations requiring urgent attention

Performed Systems Administration, troubleshoot / installation & upgrades of Microsoft Software

Personal Folders setup and recovery (Outlook-2000- Outlook-2010

Coordinated and effectively communicate with all levels of employees; technical support group to senior and executive

Management for decision making regarding customer services and other important technical issues.

References Blue Cross

David Barrios 732-***-**** Noc Technician

Sergey Lifshits 718-483- 6488 Noc Technician

Deepak Dhall- 973-***-**** Project Manager (Penn Area)

Shailesh Kharti 813-***-**** Project Manager (Wall Area)

References Blue Cross

Paul Maldonato 862-***-****- 118 Jackson St.Haskell NJ. 07420 -Admin

Frank Rizzuto- 732-***-**** 29 GLOVER HILL DRIVE JACKSON NEW -JERSEY 08527

Fred Schmidt 201 -261-****-*** Leuning st.Oradel NJ

Dan Senyk 862-***-**** 24 E. Central Avenue Moorestown NJ.08057-Admin

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