Customer Service Project Manager

ADAM AGUNDEZ

**** ******* ****** ****.******* @gmail.com

San Diego, CA 92117 760-***-****

HIGHLIGHTS

** ***** ** ************ *********** Technology Experience

Proven High-Caliber Leadership and Managerial Competency

Diverse Network, Systems, and Security Experience

CompTia Sec+

EXPERIENCE

Jacobs ASG Camp Miramar, CA

Customer Technical Representative Senior Analyst Sep 2014-June 2015

Administratively managed ~600 machines, validating assets and software licenses, and executing technical refresh and life-cycle sustainment within the USMC Enterprise IT environment

Provided first-line desktop support, resolving 98% of incidents and requests within a week.

Primary advisor to the Customer Technical Representative on protocols for issues to be escalated to higher levels.

Kilderkin Group Camp Pendleton, CA

Enterprise Service Desk Specialist Senior Oct 2013-Aug 2014

Provided quality customer service support to over 10,000 users for the Marine Corps Installation West with a personal satisfaction rating of over 90%

Primary contact for the MITSC West Service Desk and the Executive Staff for all Blackberry issues occurring on all Marine Corps installations west of the Colorado River to include new account creations, Microsoft Exchange sync and migrations issues and account activations and reactivations.

CareFusion Corporation San Diego, CA

Senior Analyst Aug 2012-Apr 2013

Responsible for installing a range of products and services that involved extensive customer interaction.

Connected and tested medical equipment for compatibility with the network.

Mindanao, Philippines

Independent Consultant Mar 2010-Oct 2011

Researched a design for implementing a call center, including power lines, data lines, government permits, land, building structure, and education level of IT students at the university.

HP (EDS) - SOEasy Project Singapore

War Room Infrastructure Engineer / IT Specialist 2001-2010

Created images and tested performance of a wide-variety of desktops/laptops, GPO design

Tested network connections, anti-virus, Exchange, and ActiveSync for smartphones.

Coordinated with all government ministries on network-specific issues.

Liaised with engineering team for specific site issues.

Created technical documents for imaging machines and network connectivity.

Electronic Data Systems San Diego, CA

Software Distribution / Secure Operation Center (SOC) Team Lead 2001-2008

Supervised a team of 12 personnel, managed operation meetings and worked with Novadigm software.

Project Manager for the Help Desk SOC (8 personnel), working in a classified network environment.

Configured and troubleshot network printers, RAS/Citrix issues, and user-end terminal services using Tivoli and Remote Services.

Assisted with troubleshooting and configuring legacy applications.

Administered Blackberry Enterprise Servers and Microsoft Exchange.

EDUCATION

Coleman University San Diego, CA

Computer Application Network, March 2000

Contact this candidate