Customer Service Sales

Objective

Seeking an Informational Technology position that will allow me to apply and improve my skills in Computing, Mobile Technologies and General IT support.

Certifications

- MCSE 2000/2003, MCDBA, MCSD

oTranscript: http://www.microsoft.com/learning/mcp/transcripts

oTranscript ID: 662473 / Access Code: TranScript10

-Computer Science Graduation Thesis: Augumented Reality - http://geocities.ws/raidhosn/

=> Looking back past years into the development of Augmented Reality.

Education

-Computer Science - CESUPA University – Belem – Para - Brazil - 2000

Languages

-Fluent: English, Portuguese, Arabic & Spanish

Professional Experience

SMI – SCCM Software Distribution- Infrastructure Support July 2011 – August 2013

IBM – Dubuque, IA

- Provide support for problem-change tickets and/or project tasks for client server support operations, which may span multiple service lines.

- Responsible for implementing changes to clients environment and ensuring proper technical support to consistently maintain the operations of client, servers and systems. Tasks involving problem determination and implementation of changes to hardware, software, application or network system

- Provided installation and maintnance of the Microsoft SCCM application in complex environments

- Recommended SCCM updates and configuration modification

- Applied application updates as required

- Utilized tools for remote management and support SCCM client computers

- Estabilished and mantained system configurations for SCCM environment including site servers and clients

- Developed and mantained operational support procedures for software distribution environments

Blackberry Partner Technical Support October 2010 – November 2010

RIM - Dallas, TX

- Participated on inbound priority based queues to answer telephone based inquiries and some emails.

- Collected information to perform initial troubleshooting of Desktop, handheld, Blackberry Internet Service & Blackberry Enterprise Server inquiries (resolving approximately 95% of all customer inquiries)

- Provided world class customer support instilling customer confidence while working on incidents as well as when resolution is unknown

- Leveraged both internal and external knowledge based systems for assisting customers

- Escalated incidents when necessary to our appropiate escalation teams

- I was hold accountable for all works assigned to me in my team

- During backline time I would provide additional support through coaching, shadowing to new hires in my team

- Delivered working knowledge of fundamentals of Microsoft Exchange with outsanding comprehension and communication skills

Partner Technical Consultant August 2009 – August 2010

Microsoft – Dallas, TX

-Worked as a Partner Technical Consultant (PTC’s) cultivating the relationship with Microsoft Gold Certified Partners and Certified Partners. This role required both broad and deep technology knowledge and the ability to architect solutions by mapping customer business problems to reusable end-to-end technology solutions.

-Worked as Partner Technical Services (PTS) assisted Microsoft Partner Network members with MS sales resources ensure success throughout the business cycle. PTS includes services offerings with packaged and custom solutions that can help increase revenue, accelerate the sales cycle, win more deals, beat competitors, expand a skill set, provide more reliable deployments, and increase customer satisfaction.

-Delivered Technical Advisory Assistance to Enterprise Microsoft Technologies Projects Lifecycle to Microsoft Partners through whole Latin America and including logistics, resources, workshops and virtual labs to assist with planning, decision making, deployment, configuration, maintenance and boost product sales.

-Demonstrated ability to engage in senior level technology decision maker discussions related to agility, business value, and end to end information technology security.

-Delivered Workshops on MSFT functional topics.

-Worked with Windows and Exchange servers and clients.

-Used following programs - Active Directory, HA, Cluster, VPN, System Center 2007/2010, ISA/TMG Server, and Forefront Client/Server.

-Familiar with virtualization technologies such as HYPER-V, MAP Toolkit, MED-V, APP-V, VDI, RDS, TS, AZURE.

- System Center 2007/2010, ISA/TMG Server, Forefront Client/Server, OCS 2007, PBX, VOIP

Complex Systems Senior Analyst October 2006 – January 2009

DELL Computers – Round Rock, TX

-Supported Windows, Linux, Suse, Redhat, Netware, Unix and ESX, Vmware environments

-Addressed complex technical situations involving customers from over 20 countries in Latin America and Canada.

-Led Business Process Improvement projects and Network/Systems maintenance within internal departments which focused on reducing overall customer problems by 25%

-Working experience with server class systems (Hardware, SAS, SCSI, RAID, Backup, Server 2003, Active Directory, Tape Libraries, DFS, DHCP, DNS, AD, IIS).

-Assisted Storage Engineers with clustering server cases by documenting, collecting logs and troubleshooting issues.

-Assumed ownership of customer issues, employing internal and external resources for effective solutions.

-Independently worked to determine the best approach on assignments.

-Provided mentoring and training of technical skills to new hires and other team members.

-Provided weekly feedback on coaching events, and team training progress.

-Assisted in technical skill development of technician team, and evaluated performance using on key performance indicators. Also worked with technicians from multiple support levels, Bronze, Silver, and Gold queues as well as L2s from each of these groups to ensure they are on track in resolving customer issues.

Technical Lead February 2006 – May 2006

Microsoft Corporation – Sao Paulo, Brazil

-Assisted Sales Engineers (SE), ISV Development Engineers in supporting technical SQL 2005, Windows, IIS and .NET issues, as well as complex customer service matters.

-Proactively reviewed open cases to assist engineers, validate action plans, and assess the need of escalations.

-Reviewed Top issues with Partner Tech Leads to determine common solutions and report back to the team.

ISV Partner Technical Consultant February 2005 – February 2006

Microsoft Corporation - Issaquah, WA

-Delivered Development and Enterprise Advisory Services – Ongoing ad-hoc technical advisory, best practice recommendations, and knowledgebase on Microsoft Development technologies

-Web server IIS server troubleshooting. Logs extraction and/or analysis. IIS configuration assistance.

-Provided security alerts, patches, Hot Fixes and new information resources so partners can take proactive, preventative measures with their customers.

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