Customer Service Account Executive

Juan Carlos Garcia

** ********** ******** ******, ** L1H8V4 (416) 888 - 9032 acvi4p@r.postjobfree.com

A reliable and hardworking individual seeking a rewarding career in Information Technology. Committed in providing excellence, innovation and customer service.

Technical expertise includes:

Operating Systems: Windows 2000, XP, 7, 8, 8.1 (8.1 Update), Mac OS X, Mobile OS (Android, BB OS, iOS, Windows Phone)

Hardware: Laptops & Workstations & Servers (HP, Dell, IBM), Modems, Routers, Network Cards, Memory, Printers, Scanners and other peripherals.

Software and Database: Anti-Virus, Cisco VPN Client (AnyConnect), Citrix, Cisco IP Communicator (telecom), VMWare Horizon Client (VDI Solution), Hyper-V, VirtualBox, VMware, Virtual PC, Bomgar, Windows Remote Assistance/RDP, TeamViewer, Windows Server 2012, 2008 R2, 2008, 2003, RHEL Server, Request Tracker (RT) Ticketing System, MS Office (Outlook, Excel, Word, Powerpoint) 2010/2007, 2016, Libre/Open Office, Adobe Photoshop, Good for Enterprise Mobile E-mail Client, RSA SecurID Soft Token Application, DUO Mobile 2-factor Authentication Application

Programming Language: HTML, CSS

Networks/Protocols: LAN/WAN, WLAN, TCP/IP, DMZ, VPN, FTP, DNS, DHCP, POP3, SMTP, TELNET, NAT, TFTP, MPLS, OpenDNS, Port Forwarding/Triggering, DMZs, VPNs, Private Vlans, Ethernet, Network Load Balancing, QoS, Active Directory, Proxy ACL, Subnetting, IP4 and IP6 Addressing, IP Routing, ACL’s, NAT, T1/Ds3, WAN Equipment

PROFESSIONAL EXPERIENCE

SECUREWORKS (Formerly DELL SECUREWORKS), Lisle, IL USA May 2015 – present

Technical Analysis Analyst (Global Service Desk)

Supported internal user workstations, peripherals, phones and PDAs

Maintained and repaired through troubleshooting and component replacement, workstations and peripheral devices

Installed and configured workstation, operating system, application and client/server software to ensure compatibility with existing software and hardware components

Provided support for MS Office suite applications and back office application connectivity

Provided mobile device support for iOS and Android devices

Documented technical support requests, production changes, and following-up until resolution

Communicated with colleagues and escalated outstanding issues whenever required

Worked with vendors concerning existing products and escalation of issues

Provided service request resolution within documented service level agreements

Performed on-call duties as required

Achievement: 4,647 resolved service tickets in one year. Led Global Service Desk team on daily average.

Juan Carlos Garcia Page 2

Prior Background

CATALYST EXHIBITS, Pleasant Prairie, WI March 2014 – April 2015

JUNIOR ACCOUNT EXECUTIVE

BEYOND REHAB, Gurnee, IL

ACCOUNT EXECUTIVE September 2013 – March 2014

COPYRIGHTER & GRAPHIC DESIGNER October 2012 – March 2014

EDUCATION

Cisnet College, Markham, ON April 2016

Comptia A+ Certificate

University of Wisconsin Parkside, Kenosha, WI September 2012 - May 2014

Bachelor’s Degree in Business Management with Marketing Concentration and Sales Certificate

Phi Theta Kappa Academic Scholar

Beta Gamma Sigma Honor Society

Dean’s List/Provost’s List every semester since start of undergraduate career.

Magna Cum Laude

College of Lake County, Grayslake, IL 2008 – 2012

Associate in Arts Degree

Dean’s List/Provost’s List every semester since start of undergraduate career.

Phi Theta Kappa Academic Scholar

References available upon request

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