Customer Service Technical Support

JOVANY F. ALVAREZ

*** ****** **. ********, ** ***07

Cell # 917-***-**** E-mail: *******@*******.***

OBJECTIVE

To obtain a position within a corporation where my experience and education may be utilized in the field of Network Support Specialist and Computer Network System Operations.

EDUCATION

1991 - 1994 Borough of Manhattan Community College, New York, New York – A.A.S. - Computer Network Operation

1995 - 1996 Long Island University, Brooklyn, New York – Certification - Computer Repair/Windows NT System Operations

2003 - 2005 New York City College of Technology, New York, New York – A.A.S. - Networking Systems

2008 - 2011 Pace University, New York, New York – Bachelors Degree - Computer Science

2012 – 2013 New York University, N.Y. – Certification- Cisco Administration

PROFESSIONAL EXPERIENCE

2007- Present Verizon Telephone Company, New York, New York – Network Technician/Customer Service Support

• Help customers identify and resolve issues pertaining to web hosting and domain registration

Troubleshooting and repairing telephone lines which include DSL and Fiber FIOS. Setup, configuration, and administration of Cisco Security and Wireless devices, Cisco VoIP products, network monitoring, and troubleshooting tools.

Member to a team of professionals responsible for the day-to-day support and administration of various mission-critical technologies located within local area network (LAN) environment.

General technical responsibilities included, but were not limited to, day-to-day administration and support activities, as well as coordination/communication activities.

Technical support and administration activities included, but were not limited to, any and all scheduled and as needed installation, configuration, administration, support, and troubleshooting of mission-critical technologies.

Provided LAN network hardware and software administration, design, installation and configuration.

Supported Windows XP-Vista-7-8, Windows 10 desktop and workstation operating systems.

Rebuild/upgrade/repair PC and Mac desktops.

1997 - 2007 Verizon Telephone Company, New York, New York – Customer Service-Business Sales Spanish Specialist

Assisted customers with Payment Arrangements using ICollect Billing System.

Assisted clients with new services and provided them with new products and new systems installation procedures.

Acting Team Leader

Assisted managers in creating presentations and slides with PowerPoint that reflects results of objectives/numbers throughout the year.

Provided coverage for team leaders whenever necessary. Coached and developed 18 associates to achieve all corporate and departmental objectives. Assisted representative with customer's discrepancies and directed developmental strategies for better performances.

Observed and reviewed contacts for quality and training purposes. Coached and developed associates based on CCI key issues, dollars collected, and risk- assessment guidelines.

Technical Support Specialist

Provided end-users with remote assistance for technical hardware issues, troubleshooting software problems and issues with network printing and connectivity.

Maintained logs of repairs and troubleshoot issues.

Installed and configured new computer equipment and peripherals, Assisted & supported customers with the repair of telecommunications products.

TECHNICAL/SOFTWARE SKILLS

Administration/Implementation of Windows 98, NT & Windows 2000, 2003, Windows X, Windows 7, and Windows 8 Professional /Server systems.

Microsoft Office 2003/2010, Visual Basic - Macro Programming, UNIX Administration, SQL Server database, SOLARIS, VB.NET Visual Basic, Linux, Oracle, Networking - LAN/WAN System Integration & Design/Implementation, WINS, DNS, TCP/IP configurations. CISCO Router Configurations and Network Operations. Firewall, Security Administration. Network Technologies: Cisco IOS, JUNOS, CDP, Frame-relay, PPP, Access Control List (ACL), Network Address Translation (NAT), Port Address Translation (PAT), OSPF Virtual links, RIPng, RIP, RIPv2, OSPF, EIGRP, BGP, VTP, SNMP, SNMPv3, SMTP, ARP, TCP, UDP, Static Routing, Stub Routing, VLAN Trunking, Multi-Area OSPF, NBMA, Sonet, VLAN, VTP, HSRP, STP, SVI, CEF, Etherchannel, BPDU, Port fast, GLBP, VRRP, MPLS. Peripheral Technologies: 802.11 a/b/g/n, WLAN, WAP, AP, SSID, LWAPP, CSMA/CA, AAA, IPS/IDS, TACACS+, RADIUS, SSH, VACL, PVLAN, Firewall, VPN, Tunneling, Cisco ACS, IPSEC, DMZ, VoIP, IP Phone, Catalyst, CUCM, QoS, PoE, CME, CUE, Port Security, MAC Address Filtering, SIP, MGCP, RTP, SCCP, SRTP, UCCM, UCCX, Solid understanding in •Avaya CS1000 PBX, Cisco UCS, MPS 500 or MPS 1000 IVRs, MPS Manager, Avaya Aura Call Center, call center technology and call center production support; •Also in Avaya PBX, LAN, WAN, VPN, IP Telephony, as well as converging technologies directly and indirectly related to VoIP, CTI, and IVR, and all relevant utilities and applications;

LANGUAGES:

Bilingual – Read, write and speak English and Spanish fluently

REFERENCES AVAILABLE UPON REQUEST

Contact this candidate