Customer Service Technical Support

Objective

To obtain a position as a customer service representative position with opportunity for growth/advancement, applying my education and experience that will lead to management.

Work Experience

2014 – 2015 Math and Computer Teacher, Mt. Carmel Preparatory Academy, Nassau, Bahamas

2010 – 2013 Math, Accounting & Computer, Hope Academy High School, Nassau, Bahamas

2009 – 2010 Math Teacher, Bishop Eldon High School, Freeport, Grand Bahama

Pace Americas • Boca Raton, Florida 2004 – 2008

Software Test Engineer

Developed and executed test plans and procedures to ensure that the software performed per the applicable specifications. Verified the interoperability of all set-top-boxes components and implemented their security features. Conducted system level testing of various tools and techniques prior to operational deployment including individual hardware and software components to end-to-year system level testing in the US and Ireland.

Created test cases and documented test results and procedures in real-time

Documentation, technical writing and authored white papers.

Monitored and maintained both Motorola and Scientific Atlanta Headends.

Preformed integration, stress, automated, manual and ad hoc testing.

Set-up workstations to test STBs and software for major cable and satellite companies

Miami Jewish Home & Hospital for the Aged • Miami, Florida 2002 - 2004

Network Technician

Monitored and maintained the network infrastructure, managed multiple T1s, routers, hardware and software, servers, active directory. Monitored all LAN connections, vendor relations, switches, hubs, firewall, PDAs, performance analysis, recommendations, storage and backups, including Kronos (payroll system). Recommended software and co-ordinate faculty and staff training on new systems and software. Managed roll-outs of new pc’s and printers.

Analyzed the best approach to resolve numerous issues on the network.

Monitored and maintained the Active Windows Server, DHCP, DNS and submit weekly reports

Setup user accounts, emails and user groups.

Enabled wireless access points and other PCs and Macs, as well as LAN/WAN network management tools.

Supported all computers (hardware and software), servers, fax machines, printers, projectors, medical applications (Misys, Raiser’s Edge, Homecare, and ADL), Pyxis tools, cabling/wiring, video, telecommunication protocols and networks, including time clocks.

Sylvan Career Starters • Kendall, Florida 2001 – 2004

Educational Specialist / Lead Teacher – Kendall, FL

Taught Math and English (Grammar and Reading) at Miami Beach High and Northwestern High schools to 7th and 12th grade students. Implemented stimulating lessons to capture students’ attention and interest. Utilized discussion-based lessons in order to promote a deeper understanding of the concepts. Diverse lesson plans for the ESE students and coordinated with their counselors to share best practices, refine teaching methods and address academic and behavioral matters.

Proctored the TABE, CPT, and FCAT exams

Commended by the principle, assistant principles, teachers, counselors, parents, coordinators and the director for going the going the extra mile.

APS Training Centers • Miami, Florida 2000 – 2002

Lead Technical Support Specialist / Lead Instructor

Educated students that had dropped out of school and working towards their GED and gain some computer skills to get into the job market. Taught keyboarding, researching, data generating, illustration (Adobe Acrobat and Reader), Windows, Microsoft Office (Word, Excel, PowerPoint, Access Database, FrontPage web design), Accounting (QuickBooks). Promoted proper classroom etiquette, resume writing, job interview and grooming. Served as Lead Senior Computer Support Specialist for three of the locations, supervised 24 personnel; installed software and hardware; verified that database changes were run and synchronized with the other locations. Recommend software and co-ordinate faculty and staff training on new systems and software. Manage roll-outs of new pc’s.

Conducted application software training classes for new staff and students.

Managed IT inventory and asset control, including testing and upgrading the systems.

Assisted in creating a user-friendly Microsoft Access text-workbook for the students.

Recognized with Outstanding Performance award.

EDUCATION & TRAINING

Bachelor of Science in Management Information Systems • Florida Memorial University

Minor • Mathematics

References

Furnished upon request.

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