Information Technology Customer Service

MICHAEL SERRANO

MICHAEL SERRANO **** APPALOOSA TR WELLINGTON, FL 33414

561-***-**** **********@*******.***

OBJECTIVE

Seeking a position in Information Technology in initiatives that utilize state-of-the-art, software and/or hardware components with a creative, technology-driven organization in an environment that encourages innovative thinking, recognition, and career development. Customer interaction is a plus.

PALM BEACH STATE COLLEGE Lake Worth, FL 08/2013-05/2016

Associate’s in Science in Networking Administrator Graduate with Honors

PALM BEACH STATE COLLEGE Lake Worth, FL 08/2013-12/2015

Certificate Information Management Graduate

PALM BEACH STATE COLLEGE Lake Worth, FL 08/2013-12/2015

Certificate Information Security Graduate

PALM BEACH STATE COLLEGE Lake Worth, FL 08/2013-12/2015

Certificate Information Technology Technician

SKILLS

Microsoft Server 2012/R2

Microsoft Windows XP - 10

Microsoft Outlook

Microsoft Excel

Microsoft Word

Microsoft Power Point

Microsoft Internet Explorer

Microsoft Access

Microsoft Visio

Linux

Python programming

Detail Oriented

Problem Solving Skills

Multi-Tasking

Strong Communication Skills

Networking Installation

TCP/IP Network Knowledge

DNS

DHCP

Active Directory

Applications install and removal

EMPLOYMENT

Shoes for Crews, LLC, West Palm Beach, FL 12/2009- 9/2013

Help Desk -

Repaired computers that go down on the floor

Trouble shot user problems with logins

Trouble shot new software for the company

Tested new software

Trained supervisors

Trained reps in proper procedures of the business

Coached reps

Monitored call volume

Handled irate callers

Processed orders and answer customer inquiries by phone and web chat

Processed fax orders

Researched customer shipment inquiries and contact regarding outcome

Processed replacement orders

Registered customers for new online account access

Comcast, West Palm Beach, FL 3/2007-5/2009

Help Desk/ Customer Service Representative

Resolved technical problems over the phone regarding TV, internet, and phone services

Promoted and sold services, entered and confirmed sales

Prepared work orders when required to ensure appropriate procedures were followed

Create Trouble tickets

Major Video Concepts, Pompano Beach, FL 4/2003-8/2006

Operations Manager/ Network Administrator

Maintained network and all software

Maintained user profiles of the company

Maintained security for the network

Ran the daily operations including inventory, ordering, and shipping to clients worldwide

Resolved client issues and procured new clients

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