Technical Support Customer Service
Resume:
Jose Claudio
Apt. **
Paterson, NJ 07503
Personal Statement
I take on all problems/requests with a “client comes first” attitude. As a result there is a high level of satisfaction among clients. I have extensive experience in the IT Industry, and am looking for a challenging environment to utilize my skills and knowledge. I adapt quickly to learning and employer expectations. I get along and work well with others. I am capable of working independently or in a team environment.
Education
BA, Computer Science
Sagrado Corazon University, Santurce, PR
(Aug, 1982 - May, 1986)
GPA: 3.93
Also Certified A+ Technician Dell Certified Systems Expert in DSP - Customer Experience V.2.5 Dell Certified Systems Expert in Foundation 2008 Portables
SOFTWARE/HARDWARE BACKGROUND
Extensive knowledge of laptop and PC hardware and design.
Expert problem solver and solution finder.
Total commitment to customer satisfaction and service.
Ability to translate computer lingo for the end user.
Intimate familiarity with wireless and wired networking, ISP's, and networking concepts.
Complete knowledge of the Microsoft Windows and Office products, from 95 through Windows 7 and 2010; also Microsoft Server 2003 & 2008 and Exchange 2003, 2007 & 2010
Hands on experience removing viruses and spy-ware using various tools.
Willingness to take on any challenge big or small.
Follow-up with users to ensure problem resolution and customer satisfaction. Also Research technical problems/issues.
Helping on creating different builds for company windows images.
Assisting with PC moves and Willingness to take ownership of problem and see it to resolution.
Provided Support and assistance for executives, managers & attorneys.
Work Experience
PSE&G ( January 2016 Till Present
Desktop Support Clifton, New Jersey
Dispatch tickets using Service Now to designated technicians.
Reimaging Laptops/Desktops for new users and existing personal.
Refresh new pc’s/laptops for users.
Troubleshoot and synchronization of SAP program per users.
Sterling National Bank ( October 2015 till January 2016)
Desktop Support Montebello. New York
Provide level 1 and 2 technical support for 300 + users and ensure proper maintenance of workstations, printers and peripherals.
Respond to users service requests and expediently resolve trouble tickets to maximize system uptime.
Deploy new desktops, and laptops for new hires and existing employees.
Responsible for AD administration. ( Password resets and member upgrades )
It involved applying new updates and upgrades to applications.
Team member in the implementation of Help Desk ticketing and hardware tracking asset application (Service Desk).
Installed software service packs and software security Modules.
Reset accounts for multiple users.
Montefiore Main Offices (February 2015 – October 2015)
Implementation Technician Yonkers, New York
Migrated 400+ Users.
Setting up new network printers and mapping users to them.
Responsible for accurate inventory of all hardware equipment.
Follow up on support tickets.
Desktop/ Hardware configuration and support
Configuration of SCCM to new PC’s for users
KPMG LLP (October 2013 till February 2015 )
Desktop Support Montvale, New Jersey
Responsible for remote hardware and software installations as well as host application configurations
Provided software training and troubleshooting (Tier 1 and Tier 2 level support)
Assisted with Project Managerial and Product Managerial duties as needed
Created step-by-step documentation (user guides) enabling remote assistance (reducing onsite costs)
Call-intake, ticketing using Remedy, resolution and routing, phone and deskside support
Laptop builds, troubleshooting and upgrades. Blackberry setup & support. VPN troubleshooting
Handling over 3000 users, Assist customers with hardware and software problems, troubleshooting and resolving a wide variety of performance problems.
Panurgy Metro NY LLC (Feb 2013- June 2013)
Desktop Support Cedar Knolls, NJ
Installation and maintenance of hardware and software.
Administration of a mixed Windows Server 2003/2008 R2 environment, with Exchange 2003/2007/2010. Maintenance and administration of a sonicwall firewall.
Networking: LAN/WAN design and implementation, OSI model troubleshooting, Active Directory, Client/Server configuration and administration, NTFS permissions, Backup monitoring, RIS/WDS, Ethernet, TCP/IP, DHCP, DNS, WINS, NAT, and VPN configuration and troubleshooting.
Operating Systems: Microsoft Windows Server 2003/2008, Microsoft Windows XP, Vista, and 7, Microsoft Exchange Server 2003, 2007 & 2010, Mac OS X 10.3 and up.
Software: Installation, configuring and troubleshooting of Microsoft Office Suites. Microsoft Virtual PC/Server, Various Anti-Virus/Malware tools including Symantec, McAfee, Microsoft Security Essentials, ComboFix, and MalewareBytes. Symantec Backup Exec, EMC Retrospect Backup Software.
Hardware: Installing and configuring of CCTV, port forwarding and DVRs, motherboards, NIC’s, SCSI and peripheral devices (printers, scanners). Proficient in evaluating, troubleshooting and upgrading various computer components and peripherals. Extensive Network cabling experience (twisted pair, coaxial, and fiber optic).
Ticketing using Connectwise
Computer Technician
Contract / NJ
Teller refresh / Image project with MurTech and CompuCom
Dell Computer refreshes for employees at Honeywell in Morristown, New Jersey
Computer Refreshes for employees of Jaguar\Land Rover
Active Directory Administration, adding workgroups to Server and adding security policies to each workstation as needed.
Implementation of licensed software for each employee
2nd and 3rd level Helpdesk Support for Customers & Employees.
(Dec 2010 – Dec 2012)
Computer Technician (Feb 2009 - Feb 2010)
Rescuecom Inc., Syracuse, NY
Repair and maintain the computers and servers.
Configure new hardware, install and update the software packages.
Create and maintain computer networks.
Look after physical and investigative processes, including technical support.
Accomplish the job of data recovery and system administration.
Perform desk side support for end users and executives in person
Remove snags as well as problems including spy ware and viruses
Hands on IT Manager
Total Recycling Services, Ridgefield, NJ (March 2001 – Dec 2008)
Running reports using SBT Accounting Software and FoxPro
Solving any technical problems end users/customers might have had.
Adding new workstations to Servers, also using Active Directory, domains and security groups.
Installation and updating of Software to Server and Workstations when needed.
Reimaging workstations as needed
Hardware upgrades/repairs on Laptops and Desktops
Created/deployed main image for workstations
Data transfer and setup of Office/Outlook and troubleshooting
Installation and updating of Software to Server and Workstations when needed.
Helping Associates with technical problems with SBT & FoxPro.
Giving Technical Support for SBT software to end-users.
HelpDesk Analyst
(Oct 1994 - Jan 2001)
JC Computer Consulting Inc., Clifton, New Jersey
Performed in home warranty service throughout New Jersey and New York.
Repaired, serviced, and replaced parts, boards, and equipment for Dell, Compaq, Toshiba, Hewlett Packard, Packard Bell, and Xerox computers.
Performed Troubleshooting of personal computers and peripheral equipment, identifying problems and providing solutions.
Installed and gave technical training/demonstrations on working with Windows 2000/XP and accessing the Internet.
On site demos and presentations of windows based application programs.
Custom configuration and installation.
Also was sub-contracted for EDS, located in Morris Plains, New Jersey for the following:
Troubleshooting for ATM machines worldwide.
Power-failing systems.
Updates of cash available on existing ATM machines.
Supporting various technicians on site with updates and specs.
Follow-up on ATM's that has multiple problem and guide technician with proper Information to successfully complete a job ticket.
Telephone & Email support to all accounts who contact the Service Desk.
Help Desk Analyst Then promoted to IT Dept
(Apr 1989 - Sep 1994)
United Parcel Services, Secaucus, New Jersey
Taking calls from customers to solve their problems or inquiries.
Operated A/S 400 computer systems for printing of air shipping documents.
Updating and fixing workstations when needed.
Training new employees with update and new procedures regarding computer system.
Handling Incoming calls and troubleshooting as efficient to company standards.
Jose Claudio
Page 4
Achievements
Strengths: Build, maintain, and repair computer systems to improve speed, reliability, and efficiency of operation. • Strive to always promote high quality, results-driven, prompt, and professional customer service and support. • Assist customers with hardware and software problems, troubleshooting and resolving a wide variety of performance problems. • Access sites and repair PCs, Servers. strong HP Printer knowledge on all types of HP Printers ( Network, MFP, Parallel and USB ) •Technical: •Hardware: Installed and serviced system boards, processors, memory chips, power supplies, video and sound cards, hard drives, floppy drives, CD-ROM read-write drives, DVD drives, Zip drives, tape drives, scanners, modems, cameras, and a variety of printers. Looked after the networking hardware, including routers, switches, fiber optics, and wireless networks.
SUMMARY COMPUTER SKILLS Proficiently strong support skills in Network configuration of routers, switches and DNS. Also in Great Knowledge in Outlook 2000, XP, 2003, 2007 and 2010. Experience with Word, Excel, PowerPoint, Access. C++, A/S400, Novell, Netware 3.12, Networking multiple workstations with Windows 95, 98 Also Windows 2000,Windows Millennium, Windows XP, Windows 2003, Vista, Windows 7, Server 2003, 2008, Also using Active Directory and DHCP and Windows 7, SQL, Quick Books, SBT and FoxPro and Bilingual in Spanish and English.
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