GIOVANNI FIGUEROA

**** ********* ** • Orlando, FL 32807 • acwu3n@r.postjobfree.com • 407-***-****

EDUCATION AND CERTIFICATIONS

Bachelors of Science Degree in Information Technology/ Advanced Networking

University of Phoenix, Orlando, FL

Cisco Certified Network Associate (CCNA) Routing and Switching

CCNA Security – Anticipated date of Completion: October 29th, 2016

SUMMARY OF QUALIFICATIONS/SKILLS

Bilingual/Fluent in English and Spanish

Over 13 years in Customer Service

More than 2 years in Advance Help Desk IT Support

7 years in the Financial Industry and Formal Business environment

Work very well under pressure independently or in a Team

Strong written/oral communication and leadership skills

Excellent analytical and troubleshooting skills

TECHNICAL KNOWLEDGE

DHCP, DNS, TCP/IP, OSI Model, RIP, OSPF, EIGRP, NAT/PAT, Ping, Telnet, Scripting, VoIP, LAN/WAN technologies, STP, ACLs, WiFi/Wireless

Cisco Routing and Switching: configuration, implementation, and troubleshooting

Windows 7 Professional

Microsoft Office Suite

Desktops and Laptops

Information Security

RELEVANT WORK EXPERIENCE

Bright House Networks, Maitland, FL Dec. 2013 – Present

Business Solutions Support Technician

Provide advance support for all Business Internet, Video, and Phone products and services

Use a variety of expert level tools for network monitoring and troubleshooting

Responsible for making critical decisions based on individual situations and circumstances

Interface with Small to Large Commercial Clients to fit their technical expectations

Tools used: ICOMS, Putty(Telnetting), NYROC(DOCSIS), Remedy(Service Now), Ruckus tool, HV portal(VoIP), Internet Browsers, Unified, OMSE, Atlas/CRM, IPMT, MMC(Scripting), ServAssure

Technologies used: TCP/IP, DNS, DHCP, Firewall, GUI, Ping, Trace Route, CLI, VoIP, WiFi/Wireless, HTTP, Telnet(SSH), Email Clients, LAN/WAN, Routers and Switches, NAT, Ticketing

SunTrust Bank, Orlando, FL June 2011 – Oct. 2013

Personal Banker

Met and exceeded sales and customer service goals with the highest ethical standards

Assisted Financial and Client Advisors from Private Wealth Management

Provided solutions to meet the needs of an affluent-based clientele that involved all products and service lines

Referred to other business partners for additional growth opportunities

Acquired, retained, and deepened customer relationships

JP Morgan Chase, Orlando, FL Oct. 2006 – April 2011

Sales and Service Associate

Sold deposit products to customers

Opened new accounts and provided maintenance on existing accounts

Built new customer relationships through sales initiatives and telemarketing

Cross-sold and provided referrals to other lines of business

Processed customer financial transactions daily

Addressed customer questions and concerns

Discovery Channel Store, Orlando, FL April 2005 – Oct. 2006

Supervisor

Provided customer assistance with their purchases

Assisted with cash and credit purchasing transactions

Opened and Closed store as well as registers

Supervised store associates and assisted the store manager

Managed incoming shipment and inventory

Circuit City, Columbus, GA Nov. 2004 – Mar. 2005

Product Specialist – Technology Department

Provided information to customers about Desktop and Notebook computers

Troubleshooted, Repaired, and Installed customer computers as needed

Sold additional services, products, and warranties

ShopRite Supermarkets, Middletown, N.Y. Jan. 2003 – Aug. 2004

Cashier

Greeted customers with care and courtesy

Provided customers with information on savings and coupons

Operated cash register and responsible for money in drawer

Processed checks, credit card transactions, and customer orders

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