Sales Customer Service

Lou Ammiano

Home: 727-***-**** Cellular: 727-***-****

E-Mail: *******@*****.***

SKILLS SUMMARY

Hardware and software support and repair of personal computers, printers, and peripherals.

Purchasing, asset management, and software licensing.

Supervising, mentoring, and training end-users.

Service level agreement creation and tracking.

Customer service, organizational, and analytical skills. Current Certifications:

CompTIA A+ Service Technician

CompTIA Network+ Certification

CompTIA Strata Green IT

CompTIA Strata IT Fundamentals

IBM Tivoli Storage Manager V6.3 Fundamentals

IBM Social Software and Unified Communications Fundamentals

IBM ICS Social Software Sales Professional v2

IBM Quality Service Skills

Microsoft Licensing Professional

PROFESSIONAL EXPERIENCE

ThinkDirect Marketing Group – Largo, Florida 2015-Present Technical Support Analyst - Contract

• Provide technical support to end users in-person, via phone, and/or using remote support tools.

• Install, configure, upgrade and troubleshoot end user hardware, software, and peripheral equipment.

• Provide detailed documentation of all work performed using a support ticket tracking system.

• Collaborate with system administrators to manage end user devices.

• Assist with the maintenance of procedural and technical documentation.

• Perform and maintain inventories of technology assets. Kaseya – Tampa, Florida 2015

Solutions Engineer

• Provided technical pre-sales support for sales teams, resellers, and customers on Kaseya software product line.

• Online demos and webinars related to Kaseya software product line. The Bernd Group – Dunedin, Florida 2014-2015

Information Systems Technician

• Provided hardware and software support corporate wide with an emphasis on customer satisfaction.

• Installed, upgraded, troubleshot and maintained hardware and software.

• Analyzed and solved problems with documents, printing, and other peripherals.

• Trained users on use of hardware and software.

• Maintained necessary documentation for reports and procedures.

• Created and administered presentations for users related to security and government contract requirements. Tech Data Corporation – Clearwater, Florida 2006-2014 Support Technician / Senior Support Technician / Associate Systems Engineer

• Provided technical pre-sales support for sales teams, resellers, and customers on computer, peripheral, and network hardware as well as Microsoft, Symantec and most other supported software.

• Promoted to Senior Support Technician in 2008.

• Achieved Network +, Microsoft licensing, CA Internet Security, VMWare Sales Professional, VMWare Technical Sales Professional, McAfee Security certifications.

• Promoted to Associate Systems Engineer for pre-sales in November 2013 specializing in IBM software licensing.

• Provided IBM Software pre-sales technical support of the sales cycle by recommending security, collaboration, and storage products and solutions to Tech Data resellers and customers.

• Functioned as a liaison to IBM software Solutions Representative team for internal pre-sales technical and sales.

• Obtained extensive knowledge of Cloud, Smarter Infrastructure (Tivoli), security and storage products, IBM

(Lotus) Notes and Sametime collaboration solutions. Southwest Florida Water Management District – Tampa, Florida 2001-2006 Computer Support Analyst

• Provided desktop hardware and software support at three sites totaling approximately two hundred and fifty users.

• Installed, upgraded, and maintained hardware and software.

• Analyzed and solved problems with documents, printing, and other peripherals.

• Tested new hardware and software applications, as necessary, to facilitate future planning.

• Maintained necessary documentation for reports, procedures, and performed hardware and software inventory each year and as needed.

• Trained end users on the use of hardware and software as necessary. Aegon USA – St. Petersburg, Florida 2000-2001

Intermediate Support Specialist

• Provided phone and desk desktop support corporate-wide.

• Troubleshot PCs issues via telephone and in person for hardware, software, and mainframe issues. Aristar, Inc. / Washington Mutual Finance – Tampa, Florida 1998-2000 PC Support Supervisor

• Provided service and assistance to end-users on site and throughout the United States.

• Setup, cloned (Ghost), configured, installed and troubleshot PCs.

• Evaluated new PCs and laptops (Dell) and developed procedures for technical support and service level agreements.

• Maintained necessary documentation for reports and procedures, and performed hardware and software inventory annually. Supervised three technicians.

• Achieved Dell PC and laptop hardware certifications. Shriners Hospitals for Children – Tampa, Florida 1995-1998 PC Technical Support Specialist

• Assisted end-users on site and remotely with software and hardware issues.

• Provided problem resolution in person or via telephone for hardware, software and network issues.

• Purchased software and hardware purchasing for all the hospitals.

• Maintained inventory of I.T. assets and handled software licensing.

• Created documentation related to software and hardware use as needed. EDUCATION

Associate in Arts

Pasco-Hernando State College – New Port Richey, Florida Associate in Science – Electronics Technology

Pasco-Hernando State College – New Port Richey, Florida Certificate in Youth Ministry Studies

Catholic Diocese of St. Petersburg, Florida

Certificate in Automotive and Diesel Technology

Lincoln Technical Institute – Union, New Jersey

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