Technical Support Service
Resume:
Edgardo E. Zaldivar
********.********@*****.***
OBJECTIVE: Energetic and bilingual, technical-minded professional that has excelled in technical
support, strategic planning, data analyzing, process improvement, and project
management. I am seeking to obtain a Helpdesk Support position in a leading
information technology group that utilizes my skills in IT support, troubleshooting
and problem solving.
SKILLS:
Proficient on various platforms including but not limited to Windows, OS X,
Android and iOS.
Working knowledge with TCP/IP, routed/routing protocols, DNS, DHCP, RDP
and SIP/VoIP protocols.
Excellent analytical and problem solving skills.
Bilingual in Spanish and English.
Deadline driven.
Strong communication skills.
Detail oriented.
EDUCATION: Georgia State University
Bachelors of Arts in Sociology
Borough of Manhattan Community College
Associates in Science in Video Arts and Technology
EXPERIENCE: Altice USA
Bilingual Technical Support Engineer
May 2016-Present
Troubleshoot multiple computer platforms and hardware/software, including but
not limited to: Windows, Macintosh OS X, iOS devices, tablets, desktops,
laptops, etc.
Remote management and monitoring via GoToAssist.
Document all actions taken during problem resolution via Remedy CRM
software.
Propose process improvement initiatives and help identify and implement
innovative solutions for customers.
Support.com
Client Services Bilingual Remote Services Technician
February 2016-May 2016
Troubleshot TCP/IP and general networking problems.
Troubleshot and resolved service and technical problems using remote control
tools with PC/Mac and tablet.
Wireless configuration for all operating systems including Windows, iOS, OS X
and Android.
Resolved and maintained customer inquiries via Remedy CRM software.
Explained and instructed the customer on the value and operation of the product
and service.
Automatic Data Processing
HCM Service Consultant
December 2013-October 2015
Resolved client application questions or problems in the areas of system set up, product functionality and product enhancements in addition to other service issues in the complex arena of Payroll, Time, Benefits and HR via Siebel CRM software.
Provided technical applications support to National Account Clients,
researching and solving complex questions on function and usage of product.
Responsible for processing, troubleshooting and confirmation of carrier files
and data loads via the VSAP Platform.
Assisted ancillary product implementation including Print Services, COBRA,
QMSCO, Dependent Verification Services, creating RFPs, and Decision
Support Tools.
Developed ad hoc and confidential data reporting templates.
Determined benefit eligibility by resolving vendor discrepancies, tier level discrepancies and assisted in annual enrollment procedures and other functions as needed.
Utilized analytical and project management skills exercising discretion and independent judgement to provide a wide variety of billable, specialized services.
Automatic Data Processing
Bilingual Client Services Benefits Administrator
February 2009-December 2013
Evaluated and ended client requests for data regarding employee benefits, HR, payroll and time, and financial analysis via the HRBS and Data Warehouse systems.
Liaison between international Spanish speaking clients and benefit vendors.
Accounting and reconciling of monthly carrier invoices.
Responsible to ensure records are documented, analyzed, classified and prioritized within the Client Relationship Management applications and ensure daily deliverables are met within a timely manner.
Lead analyst for implementation of Data Warehouse reporting application and Workforce Now V3.0 client database platform.
Bank of America National Service and Solutions
Contact Center Technical Support Specialist
September 2008-February 2009
Provided analytical and technical support to internal associates regarding bank systems and applications, hardware troubleshooting, system testing and product management.
Assisted users with policy and procedures for setting up conference calls, account services, web/network presentations, and network administration within the consumer and business banking platform.
Developed and maintained various reports regarding day to day activities and productivity.
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