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Technical Support Customer Service

Location:
Saint Paul, Minnesota, United States
Salary:
$22 to $25 per hour
Posted:
October 18, 2016

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CARLOS ALBERTO ALCALA MARTINEZ

*** **** ****** **** *** A, ST PAUL MINNESOTA 55107PH. 956) ***-**** acw4hz@r.postjobfree.com

TECHNICAL SKILLS

Networking

Installing, configuring and administering network technologies.

Windows XP \ 7 \ 8 \ 10 \ 2003 Server\2008 Server\Linux Server\Mac OSX\OSX Server, SAMBA servers\NIS Servers.

Network processing centralized and distributive network connection, active directory management, NTFS security, disk quota management.

OSI Model, TCP/IP protocol suite (IP, ARP, ICMP, TCP, UDP, RARP, FTP,DHCP, DNS,

HDLC, PPP, routing protocols - RIP V1/V2, OSPF, IGRP & EIGRP

IP addressing and sub-netting, Routing concepts, deployment of OS via RIS.

Bridging and switching concepts and LAN technologies.

Switches: Basic Configuration & VLAN setup on Cisco 1900, 2950, 2960 Switches.

Router: Basic Configuration & monitoring of Cisco 2500, 2600, 1800.

Vlan: configuration, switching isl, dotlq.

changing group, and assign permission on resources, recover of root password

Back-up and restore of all critical resources including router & switches IOS.

pproxy Server on Linux and windows

operate FTP SSH Samba Server in Linux Environment

Security administration port security on switch and IP security on Router via Access list

Web technology HTML CSS, Secure NFS Servers with multiple Clients for File and Disk sharing.

Hardware

Computer and mobile devices assembling and maintenance.

Troubleshooting hardware and software problems.

Installing and configuring the peripherals, components and drivers.

Android and IOS hardware and applications.

VeriFone credit card terminals, Windows based Point of Sales systems

Motorola inventory scanners, Multifunction printers, Routers and switches

Patch panels, Ethernet cables, Dsl modems and broadband, Coaxial cable installs

EXPERIENCE

BestBuy/IBM/Experis, Richfield MN – 06/2016 – current

Level 2 Retail Operations Analyst

Handled over average 60 calls per day to support IBM IS-equipment such as

IBM workstations

HP registers kiosks

Lexmark printers

Android inventory scanners

Ingenico credit card devices and various peripherals

in over 1500 Best Buy stores throughout USA and Canada.

Provided a high level of customer service to store agents in order to troubleshoot hardware, software and network issues, notated all activities performed in ServiceNow ticketing systems Utilized Knowledge base to follow standard operation procedure.

Experience with Cisco switches, and routers PuTTy, and Virtual Network Computing, remote computer, OS server based reimage system.

Responsibilities:

Windows Server based reimaging support Acronis OS deployment tool, win 7/ 8/ 10

Daily support tasks in support BestBuy IS-equipment

Project participation acknowledge of address end-user issues escalated by the Service Desk support to their applicable priority.

Appropriate ticket required within the ServiceNow system.

Receive requests as received via IT Request system.

Update and status processes or IT processes.

Normandale University Bloomington MN – 12/2015 – 05/2016

Customer Service Help Desk

Handle customer inquiries, complaints, billing questions and payment extension/service requests. Repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions.

Responsibilities:

Day to day support tasks in support of on-site (campus) and off-site (remote) end users

Project participation and/or involvement

Receive, acknowledge and address end-user issues escalated by the Service Desk staff according to their applicable priority (high or standard).

Ensure appropriate ticket detail as required within the ServiceNow system.

Receive, acknowledge and fulfill end-user requests as received via IT Request system.

Completion of daily, weekly, and monthly reports; to include, but not limited to time submittal, TFS updates, status reports, inventory stock level monitoring, Kronos updates, At Task updates etc. Participation in Agile task generation, update and status processes or IT processes.

Private IT Solutions consultant (personal Business) – 01/2005 - 09/2015

Technical Support Analyst, IT Support, Remote computer

Provided level 1 and level 2 hardware and software support to users via phone.

Windows Server based reimaging support via Acronis OS deployment tool, supporting Windows 7 / 8 / 10 / and Mac OSX

Experience on all Apple hardware and software devices troubleshooting on iPhones, iPads, MacBook, iMacs

Mac OSX and IOS Programming

Provided technical support for incidents that are reported on first contact and escalate complex problems to dedicated support group to ensure prompt and efficient resolution.

Utilize Global Request System application to track and manage user issues to ensure accurate records.

Primary support items: Microsoft Office for mac 2016,360

(Spyware), Virus Issues, on Mac OSX

Hardware support: Printers for Mac OSX

NeoZion IT Solutions Brownsville, Texas – 01/2003 - 06/2004

Technical Support Analyst

Provided level 1 and level 2 hardware and software support to over 20,000 users via phone, remote access and email.

Help desk, remote computer support

Network Administrator TCP/IP, DHCP, DNS, NAT

Cat5 Drops, cabling systems, patch panels, CISCO routers-switches-firewalls

SSH, SSL, IPSec

Office 365

Exchange Server

Authentication (801.1x)

Computer networks installs wire and wireless

Windows and Mac OSX installs and repairs

Android, Apple IOS, Linux installs and repairs

Tablets, smart phones, Wi-Fi, surveillance cameras GSM repeaters installs

Provided problem management support for incidents, which could not be resolved on first contact and escalated complex problems to dedicated support group resources to ensure prompt and efficient resolution.

Utilize Tivoli and Peregrine service desk applications to track and manage user issues and to ensure accurate records.

Primary support items: Microsoft Office, Outlook, Internet (Spy ware), Virus Issues, Oracle, Operating Systems (Mac OSX, Linux, WINXP, WIN7, WIN8, WIN10), Mainframe.

Hardware support: Printers, iPhone, and iPads and Android devices.

Responsible for training new employees and contractors as primary member of training Management team.

ITIL based service management trained

Windows Server 8

Virtual Servers

Cisco Network Switches/Routers/firewalls

Active Directory, Fax Over IP Servers, Systems Management Server

MS Terminal Server and Remote App

MS Dynamics NAV, MPLS and VPN, Internet Information Server

Avaya IP Office Phone System

Delco Electronics of Mexico – 06/2000 - 12/2003

Technical Support Analyst

Provided level 1 and level 2 hardware and software support to users via phone.

Provided technical support for incidents that are reported on first contact and escalate complex problems to dedicated support group to ensure prompt and efficient resolution.

Utilize Global Request System application to track and manage user issues to ensure accurate records.

Primary support items: Microsoft Office 2007, 2010, 2016,360 Outlook 2007,2010,2016, Internet (Spyware), Virus Issues, Operating Systems (WINXP, WIN7, WIN8, WIN10).

Hardware support: Printers, iPhones, and iPads.

EDUCATION

Computer Tech Analyst Programmer – Mexico

AAS - Network System Administrator 1999

Texas Southmont College – Brownsville TX

AAS - Computer Information Systems 2008

University of Texas at Brownsville – Brownsville TX

B.A - Network System Administrator 2012

University of Texas at Brownsville – Brownsville TX

B.A - Art in Spanish Language – Business and Translation 2014

PROFESSIONAL REFERENCES

Christian Bohorquez 952)***-****

acw4hz@r.postjobfree.com

Bobby Hamilton 929)***-****

acw4hz@r.postjobfree.com

Mellisa Cook 612)***-****

acw4hz@r.postjobfree.com

Dr. Preston Ukoli MD

Supervisor Ukoli Medical Center 956)***-****

PERSONAL REFERENCES

Rosie Martinez

Supervisor Manager at H.E.B 956)***-****

Alejandra Escudero

Owner and Supervisor Umix Inc. 956)***-****

Fernando’s Income Tax Services 956)***-****

Victor Martinez

Supervisor DEKA IT Solutions 956)***-****



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