Customer Service Technical Support

Gerardo Esquivias

**** **** **

******@*****.***

San Diego, CA 92113

Phone: 619-***-****

Service Desk Analyst

CERTIFICATIONS

Microsoft Certified Systems Engineer (MCSE 2000)

A+ Certified Service Technician

Help Desk Analyst Certified (HDI)

TECHNICAL TRAINING

Windows Server 2003, 2008. Maintained networks with an Active Directory Domain. Applied and managed group policy and security issues facing Windows 2003 and 2008 Server. Created users and user groups, made network shares and assigned appropriate security rights. Installed and maintained network printers.

Installed and configured servers with DHCP and DNS.

Able to implement, administer, and troubleshoot information systems that incorporate Windows 2003, XP and Windows 2008 in a local area network (LAN) and enterprise computing environment.

Knowledgeable of various network hardware including routers, switches, bridges, hubs, UPS.

SKILLS

Over 5 years experience as a Technical Lead and Supervisor

Windows XP, Windows 7

Microsoft Exchange Server

MS Office 2010, 2013 (O365)

Citrix (Application and Desktop Virtualization)

NOC Server/Network Monitoring and Remediation

EXPERIENCE

Reed Business Information, San Diego CA 6/2013 - Present

Serve as second level Support Desk Technician troubleshooting and solving complex issues

Provide world class customer support to the San Diego office and other office throughout the US.

Resolve calls/emails and enter all the information onto our ticketing system.

Server as a mentor to our newer techs that have come on board.

C.W. Driver, San Diego, CA 12/2011 – 2/2013

Technical Support Specialist: Supported the San Diego Branch of all IT infrastructures windows and Citrix.

Answered incoming calls into the Service Desk and responded to email and service tickets.

Assisted all branches and jobsites remotely and provided onsite assistance when required.

Escalated issues to appropriate departments and followed through till resolved.

Do IT Smarter/Clearpointe, San Diego, CA. 10/2004 – 12/2011

Help Desk Supervisor: Trained, supervised and delegated service desk duties to a team of Help Desk professionals to deliver excellent technical support with outstanding customer service, satisfaction, and timeliness. Ensured SLA’s were being met and that extensive customer service was delivered.

Responsible for creating daily, weekly and monthly productivity metrics.

Met with help desk team individually on a bi weekly basis for performance review and quality improvement. Met monthly with the entire team.

Documented Knowledge Base articles of issues that recurrently transpire for faster resolution.

Served as a level 2 escalation point to correct issue or escalate to appropriate department.

Met with IT Director to seek ways to improve the service department.

EDUCATION

Computer Education Institute, San Diego, CA. 2001-2002

Computer Network Administration Certificate. A+, MCSE, MCP certifications

University City High School, San Diego, CA. 1994

High School Diploma

Contact this candidate