Customer Service Management

Cesar N. Tavarez

Yonkers, NY *****

Phone : 917-***-****. Email : ************@*****.***

Objective:

I’m a experienced, talented and ambitious IT support technician with a strong technical background who possesses self-discipline and the ability to work with the minimum of supervision. Having exposure to a wide range of technologies and able to play a key role in diagnosing hardware and software problems and to ensure that quality solutions meet business objectives.

I am looking for a Desktop/Network Support Specialist position with a successful and dynamic company that offers room for progression.

PROFESSIONAL PROFILE

I have more than twenty years of experience as a Computer Technician with excellent technical support to end Users at Home, Office and Business environment.

I can communicate verbally and written with vendors, employees, and management departments. I have ability to meet deadlines, maintain attention to detail and accuracy, while working in a team or group environment.

I have excellent customer service skills onsite and on-line with Remote Desktop access with excellent time management, multi-tasking, and deductive reasoning skills.

Demonstrated ability to troubleshoot complex technical issues in different LAN networks.

I have worked in multiples projects Deployment Servers, Workstation, Software, Firewalls, Switches, Thin Clients, Printers, etc.

WORK EXPERIENCE

12/2014-10/2015, Hyatt Computer Consulting Services.

Duties performed:

Troubleshooting and resolve computer problems using online ticketing systems: Connetwise and N-able for managed IT services plans.

Travel to costumer’s site to Fix, Troubleshoot and resolve network and computer problems on-site.

Deployment Limosys Software projects, for car services companies, on Dell workstations and servers installed on-site.

Install and configured general LAN network for many projects costumers.

Worked as a Help Desk with RDP remote access software: N-able, VPN, Logmein and Teamviewer to resolve problems, OS and Apps Online.

Build and setup new PC for costumers on-site for LAN Network: Workgroup and Domain Server 2003/2008/2012.

Install and Setup Fortinet Firewall for costumers on-site.

Install and run cabling Ethernet Cat5 in LAN networks.

Assist end users in hardware and software issues.

Install and imaging Server, Laptop and Desktop with SmartDeploy tools.

Worked in IT management: Setting remote monitoring and management (RMM) on N-Central and Connectwise Business Management Platform.

Setup servers and workstations VNP for remote desktop connection.

Setup Outlook emails accounts in MS-office H&B 2013/365.

Install and setup network printer/scanner and devices on costumers LAN.

Install and Setup Softwares : MS-Office 365, DropBox, AV Defender, OpenVPN, TomCat Ports, NetTime Sync, Smart Deploy, Shadow Protect, etc.

05/2011-12/2014, Lembert Computer and Technologies.

Duties performed:

Travel to costumers sites to Fix, Troubleshoot and resolve computer and software problems on-site.

Build and upgrade systems; install and Setup VDispatch Software and perform general maintenance for clients.

Assist end Users and department heads in determining hardware and software requirements and making purchases.

Training Costumers on use of hardware and software Vdispatch.

Install, repair, fixing and upgrading Server and Desktop PC.

Installed and Configured desktop PC's, determined hardware/software problems, troubleshoot connectivity LAN problems.

Worked with the RDP remote access software: Teamviewer, Ammyy and Logmein to resolve software problems Online.

New PC Setup ON-site in LAN Network : Workgroup and Domain Server 2003/2008/2012.

01/2009 – 04/2011,Compu Home Service Corp. NYC.

Duties performed:

Troubleshoot and resolve computer problems; build and upgrade systems; install software in PC and Laptops costumers.

General maintenance for clients; assist company owners and department heads in determining hardware and software requirements and making purchases.

Tutor clients on use of hardware, devices, Apps and softwares.

Repair Laptops, replace HD, Screen, Keyboards and upgrading..!

Installed and Configured desktop PC's, determined hardware/software problems, troubleshoot connectivity problems, and make sure user fulfillment.

On-line PC Support with RDP remote access : Teamviewer and Logmein.

11/2007-12/2008, Global Computer and Electronics.

Duties performed:

Provided technical support software and hardware PC problems.

Computer Repair and Upgrade on site for existing customers.

Salesman: PC, Laptops, TV, Electronics, PC Hardware, etc.

01/2000-10/2007, Computer Shop Store.

Duties performed:

CEO in my new Computer Store working as a Administrator, Sales Manager and Technical Manager.

Sale, planed, designed, and installed LAN and computer systems.

Reviewed, maintained and performed upgrades to existing personal computer systems.

Investigated hardware and software problems and perform minor system hardware and communication connection repairs.

Determined user specifications for hardware and software and perform purchasing of hardware and software to meet the user’s needs.

Assisted with managing and maintaining hardware and software inventories.

Assisted with management of LAN, Network printer and systems.

03/1994-12/1999, ASI, Co-Founder and IT Manager.

Duties performed:

Responsible for the maintenance, repair and installation of personal computer and network hardware and software costumers.

Responsible for sales, installation software/hardware on workstations and servers.

01/1990 -02/1994, ITEL, Vice-president and Co-Founder.

EDUCATION DETAILS:

1990. Graduated in Engineering in Electronics

Pontifical Catholic University Mother and Teacher.

1993- Graduated in English intermediate and advanced.

1995- Installation and administration of Netware V 4.1

2001- Implementation and Network management, MS-Windows 2000 Server.

2001 - Guide of Sales Microsoft Products

2202- Setting MS-Windows SBS Server 2000.

2002- Licensing Microsoft Product.

2003- Installation and administration of Windows Server 2000.

2004- LATIN AMERICAN forum of Computer science Security.

2004- Assisted to Microsoft TechNet DR.

2005- Guides To create Web servers with MS Windows 2003 server.

2006- Guide for partners of Microsoft Office XP.

2007-2014: Trainees, Tutorials, Technical Support and Workshops in Microsoft Products: Windows Vista, Windows 7/8, and Windows 2003/2008/2012 Server.

2015 - Windows 2012 R2 training: Install, setup and Support.

Languages: Spanish and English.

CERTIFICATIONS and Self-Training:

CompTIA, A+ Essentials Certification.

CompTIA Network+ Certification.

Configuring, Installing, Migrating and Deploying Windows 7.

Experienced Troubleshooting Apple – Mac OS X Operating Systems.

Setting LAN and Wi-Fi Networks. RG-45 Network Cabling.

Desktop, Laptop and Server technician Support.

MCDST, Supporting Users and troubleshooting applications on MS-Windows XP/Vista/7/8/10 OS.

Install Setup and Support MS-Windows 2003/2008/2012 Server.

Trained in IT management, setting remote monitoring and management (RMM) on N-Central and Connectwise business Management Platform.

Trained : Security +, VPN Network, Firewalls, Routers, Switches, Imaging Servers/PC, Deployment Software and Hardware.

TECHNICAL SKILLS

Hardware:

20 years experienced building, fixing, troubleshooting, and restored parts, boards, and equipment for Dell, Compaq, Hewlett Packard, Toshiba, Acer and Clones PCs.

I can Fix/break Servers, workstations Desktops and Laptops.

All PC Hardware Installation and Configuration. Setup Scanners, Printers, Webcams, Routers, Switches, Firewalls, NIC, Modems, etc.

Replace DVD/CD/RW and Memory Chips, SATA/IDE/EIDE Hard Drives. Software-hardware configu Install and Setup Fortinet Firewall for all costumers on-site.

Install and run cabling Ethernet Cat5 in LAN networks.

Assist end users in hardware and software issues.

Install and imaging Server, Laptop and Desktop, with SmartDeploy tools.

Install and Configured desktop PC's, determined hardware/software problems, troubleshoot connectivity LAN problems.

Worked in IT management: Setting remote monitoring and management (RMM) on N-Central and Connectwise Business Management Platform.

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Software:

Hundreds Software Installed and configured : Microsoft Windows OS, Antivirus Protection, MS-Office suite 2007/2010/H&B2013/360,Browsers, Routers, Firewalls, VDispatch, Limosys, Network Printers, scanners, etc.

Installations and Configurations: Windows 95/98/2000/NT4/XP/Vista/7/10.

MS-Windows Migration Tools. Backup, Restoring and Recovery Data.

Setup and troubleshoot Internet Explorer 5/6/7/8/11, Mozilla and Google chrome Browsers.

Setup Outlook email accounts. Active Directory User Account setup.

Virtual Machines: VMware and Hyper-V configurations.

Networking:

Installed and configured wired and Wireless Networking Technologies.

TCP/IP, Ethernet Card settings, Peer to Peer Networks.

Installed and setup Router, Switches and Firewalls.

Ports forwarding setup. Client-Server Folders and Printers Sharing.

MS-Windows 2003/2008/2012 Server installed, setup and Support.

Costumer Service:

Help Desk Customer Service, Technical Supports and End user Training.

Online Troubleshooting for Desktop and User Support. I’m Organized who can handle high-volume of alert emails. Able to transmit technical info to the users of all abilities.

Tech Service over the telephone troubleshooting on several different systems, platforms, and hardware configurations. Experience supporting remote users.

High direction towards the customer service. Skilled to manage aid desk requests under a pressure. Very tolerant. Offers clear and easy explanations and performs closely with the people to build up solutions to its computer difficulties, On-site and Online..!

Managed IT Services:

Experienced in managed IT plans for Servers and workstations in small and medium business for 24 x7 monitoring.

Remote Help Desk Services, Scheduled Proactive Maintenance, Active Directory and Managed Security AV defender Antivirus protection.

Worked in IT management: Setting remote monitoring and management (RMM) on N-Central and ConnectWise Business Management Platform.

Assisted End User on-line to resolve alls issues in Desktop and Laptops.

Documented all issue resolution using a ticketing systems.

Contact this candidate