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Customer Service Technical Support

Miami, Florida, United States
January 12, 2017

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Miami, FL *****561-***-**** ●

Network Administrator


Bilingual (English/Spanish) Information technology’s professional with over two years of professional experience supporting staff to improve their technology resources for better performance. Efficient in handling networks with standard equipment in the areas of VoIP and local area networks. Wide range sets of skills covering technical troubleshooting, client relations, as well as written and verbal communications with the ultimate goal of going the extra mile to adhere to high business standards.


DeVry University, Fort Lauderdale, FL

Bachelor of Science in Technical Management, 2014

Concentration: Network Communication Management

Relevant Coursework: Networking, Networking Operations systems- Linux, Scripting and Database, Routing, Networking Operating Systems – Windows, WAN Technologies, and PC Hardware & Software Switching




Cisco routers/switches

Wired/wireless platforms





Routing protocols

Cisco IOS

Network Printers

Video conference set up







VoIP devices



Cable/DSL modems


Active Directory

Microsoft 2013

Office 365

MS Visio

MS Project

Share Point

Remote Session

Backup Solutions

Operating Systems

Windows XP/7/8/10 server

Mac OS X server


Microsoft Support Analyst, Redmond WA

Support Analyst Agent, March 2015 to June 2016

Timely and effective execution of Key Blocking for leaked, abused and/or unaccounted for product keys

Escalation processing of blocked keys and subscription to key stakeholders

Close collaboration and support of ongoing work with LCA on investigations and piracy efforts

Execution of requests for KMSMAK limit increase

Timely and effective execution of VLK Blocking

Timely execution of key unblocking due to errors or mitigation efforts

Maintenance of KIS UI permissioning and AD

Provide Tier 2/Tier 3 support to customers using Bing Ads, and Bing Places product.

Resolve issues with Global support defined SLA time lines.

Work with technical support engineers, customers, and internal partners to gather escalation information and customer/business impact as needed

Interaction required with PMs, and stakeholders in case of complex issues

Document ongoing issues/solutions using VKB tool

Hotwired Communications, Miami, Florida

Customer service/Help Desk Agent, 2013 - 2015

Responsible for providing technical support for Video, Internet, and Voice/VOIP solutions

Provision data, voice, video V-LANS on Alcatel, Motorola, Calix, ONT’s

Provision Motorola, Aries Modems for data and voice SIP

Worked with following platforms: Cisco, Alcatel, AMS, TightVNC Viewer, Putty, meta view, Motorola, HP, NAS, Calix, and Wave 7

Provide on-site technical support and customer service at VIP satellite office

Perform follow-up testing and troubleshooting in order to assist customers with the most accurate and timely response possible

Use skills to ascertain the nature of the caller’s concerns and develop an action plan to resolve issues by working alongside the Network Operations Center and Field Crew to resolve

AT&T, Boca Raton, FL

Tier Two Technical Support/SME – UVERSE, 2011 - 2013

Solve evaluation and escalation requests, including direct establishment of bridges between tier 3 engineers and as well as answering product questions

Analyze and report computer network security breaches or attempted breaches.

Resolve diverse customer issues and needs by offering appropriate, customer-service focused solutions

Retain customers and attract new customers by ensuring accounts and physical line connections are set up properly prior to installation of services

Serve as team’s SME to back up of department manager as needed

Schedule outside Field Service Technicians to meet demands of customer

Train new Tier One level agents so they can pass AT&T exams and provide excellent customer service

Review activities of Tier One agents to ensure low rates of cancellations and accurate equipment documentation

Arby’s Restaurant, Various locations, FL

Multi-Unit General Manager, 2005 - 2011

Increased sales by 25% percent more than 2004 and previous years

Calculated daily food and labor cost

Performed bi-weekly payroll-time review efficiently on daily basis

Prepared weekly manager and employee schedules

Analyzed and prepare weekly budget information

Performed weekly profit and loss analysis

Conducted weekly food ordering on meeting store's budget efficiently

Supervised 2 Assistant Managers 6 Shift Supervisors and 53 employees

Trained managers and employees

Motivated and coached employees and managers to improve their performance and enhance store's productivity on a daily basis

Performed interviews and hiring staff to meet store needs


English – Native Fluency

Spanish – Native Fluency

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