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Manager Microsoft Office

Vero Beach, Florida, United States
50,000 negotiable
October 31, 2016

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Lazaro A. Batista

** **** ***** ****, **** Beach, FL 32962

(Mobile 754-***-****


Novurania of America Inc

**** ***** *.*. ******* 1 Vero Beach, FL 32962

Office Administrator / Help Desk Assistant

09/2005 - Present

Responsible for turning boat sales quotes into sales order and into work orders using the production software system. Including color selection, upholstery selection and accessories.

Purchasing boat parts such as engine packages, lights, ladders, rails, seats, skid poles and many other options.

Invoicing Customers, Record Keeping and maintenance.

Website Updates,

Using the Microsoft Office Suite, Proprietary Manufacture software, QuickBooks

Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.

Design and enforce request handling and escalation policies and procedures.

Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

Monitor and test fixes to ensure problems have been adequately resolved.

Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

Track and analyze trends in Help Desk requests and generate statistical reports.

Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.

Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.

Bear Stearns & CO. INC

New York, NY

Network Implementation Support Engineer

06/1996 – 08/2004

Positions: In order of Advancement:

Main Frame Analyst

Helpdesk Analyst

Network Technician I & II

Network Implementation Support Engineer

Employed by Bear Stearns & CO as a (Mainframe Analyst) On an IBM Mainframe 3090/200, 3084, FEP 3745, 3274-1-D controllers,3880 DASD and 3800 laser printers. OS/MVS/SP/XA,DNX,VM/XA/SF,VM/CMS,JESII,TSO,DOS/ VSE/ POWER, ACF/ VTAM, SNA, NETVIEW NPDA / NLDM/NCCF, CICS.

Promoted as a Helpdesk Analyst - Providing 1st & 2nd level troubleshooting. And network reporting in support of the Wide/LAN network user community. Also utilizing the Remedy ticket system for trouble reporting, paging and projects determination.

Ascended to the Network Operations Center, (CNOC) as a (Network Technician I & II) where I worked in an extremely volatile environment, supporting the Bear Stearns world network user community troubleshooting of Hardware & Software. Routers/Switches/Hubs/Repeaters/Gateways/ CSU/DSU/ Cabletron smart switches, T1, DS1/3, OC-96 SONET, FIDDI, 56K, ISDN, Frame Relay, ATM, PPP, RIP, FTP/TFTP, SDLC, V.35, Rs-232 and X25.

Using the following Network Management Tools, (HP-EMS, Racal CMS-400, Bay networks Site-Manager, Nortel Passport, Frame Relay, Sync Research, Network General Sniffer Analyzers, Fire-Bert Testers, Vendor interchange, with, MCI, AT&T, SPRINT, VERIZON, local and International. Both ordering new circuits install, as well as providing loops from the DMARCS to the C.O. for problem resolution. In addition to keeping updated the Remedy Ticket System on all work performed.

Promoted again to (Implementation Support Engineer), work consisted in the validation of current device configurations, authenticate and modification of Servers, Cisco, Nortel Bay network, Cabletron, Racal Milgo, routers, switches, Hubs and CSU/DSU configurations, such as Gigabit Link Speed, Full /Half Duplex /Auto negotiation support, Switch Modes, Store/Forward, Cut/Thru, Fragment/Free, Transparent Bridging, Vlans / VTP, Trunking applications, Routing protocol configurations, DLSW access list, Route/Traffic Filtering and network management settings.

Bear Stearns migrated from a being a predominant Bay network oriented shop to a Cisco network; Utilizing the following Bay networks equipment; C100 & Accelar 1200 Switches, BCN, BLN, ASN, AN Routers, 5k, Bay Stack and 28k hubs. The work consisted of Installing and configuring Switches, Routers and Hubs, Using the SITE MANAGER GUI for Router configurations for WAN, IP, RIP, EGP, OSPF, protocols, Policy Filtering for traffic specific department groups or for individual access.

Memorial Sloan Kettering Cancer Center

New York, NY

Help Desk Analyst

4/1990 – 07/1996

Hired as a Helpdesk Analyst. Providing 1st & 2nd level troubleshooting support on behalf of the network user community in the Hospital. I was promoted as a Field Technician position after two years.



Scheduled synchronized testing with vendors, between Telco and hub-sites; also coordinate cutovers of the hardware and software devices.

Comdisco Computing Services

Carlstadt, NJ

Data Communications Technician

09/1987 – 03/1990

Collaborated in sustaining Business clients with our Disaster Recovery services to incorporate and provide an environment for them to run a simulated Data Center on their facilities.

Provide contingency planning for problem determination, corrective action and problem resolution.

Network Hardware

Cisco Catalyst 6509 & 3524 also 2621 Terminal Server, Multilayer switching backbone and distribution/Edge and server-aggregation, Cabletron SSR 8600 switch, Nortel 8600, Bay network Accelar C100 & 1200 Switches, BCN, BLN, ASN, AN Routers, 5k, Bay Stack 28k hubs & Wellfleet Hubs, Routers, Network General Sniffer Analyzer, IPC hoots, Nortel System Passport 8600, ATM, Frame Relay, Synch Research, Racal Milgo Excalibur, CSU/DSU, Ethernet, Fiber Optics Transceiver and many other communications equipment. Legacy Systems; IBM Mainframe 3090/200, 3084, FEP 3745, 3880 DASD and 3800 laser printers, and wiring Copper / twisted Pair (Cat-5) Fiber,

Network Software

TCP/IP, OSPF, BGP, load balancing and EIGRP. PPP, RIP 1/ 2 FTP/TFTP, TELNET, transparent / Source route bridging & SNMP protocols Hewlett Packard EMS Open View, Cabletron Spectrum, Optivity, Racal Milgo CMS 400 NMS, Nortel Passport NMS, Synch Research NMS, Site Manager, Remedy Trouble Ticket System & Paging Network, VISIO, Netview/NPDA/NLDM/NCCF, protocols TCP/IP/UDP, IPX, FDDI, DS1/3, SONET, ISDN, V.35, RS232/449, ATM,. Also used Microsoft Office suite which includes MS WORD, MS EXECL, MS PROJECT, MS ACCESS. Legacy Operations systems: OS/MVS/SP/XA, VM/XA/SF, VM/CMS, JES II, TSO, DOS/VSE/POWER, ACF/VTAM, NETVIEW/NPDA/NLDM/NCCF and CICS.Protocols: SNMP.


Certificate Programs

07/1996 – 08/2008

Obtained a certificate from the following vendors:

Cisco Systems (Building Cisco Multilayered Switched Networks).

Nortel Networks (Accelar 1000 Comprehensive Configuration).

Hewlett Packard (UNIX Basics & Open View Node Manager Fundamentals).

Bay Networks (Hub Connectivity & Router Installation & Basic Configurations).

Network General (Troubleshooting with the Sniffer Network Analyzer).

School of Business Machines

09/1977 – 07/1978

Certificate program in Computer operations and Programming.

COBOL and Assembler languages.

Montclair State University

09/1978 – 06/1982

Business Marketing & Computer Science

REFERENCES : Available Upon Request

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