Microsoft Office Customer Service
Resume:
CESAR MARTINEZ
**** *. ******* ***. ******* IL **623
**********@*****.***
TECHNICAL SUMMARY:
Computers/Electronics
Proven success working in high-volume, 24x7 technical call centers. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues. Knowledge of Windows XP/7/10. Excellent customer service and communication skills. PC installation, preventative maintenance, networking, security and troubleshooting. Work well in a team environment and independently with minimal supervision.
CERTIFICATIONS:
Dell Certified System Expert (DCSE), A+
LANGUAGES:
Proficient in English and Spanish (Writing, Reading and Speaking)
EDUCATION:
ITT-Technical Institute, Mt. Prospect IL June 2006
BA/BS Electronic Computer Engineering Technology
EXPERIENCE:
Girl Scouts of Greater Chicago and Northwest Indiana Chicago, IL August ’16 – Present
Desktop Support Level 1 and 2
Provide support for desktop computer operating systems and hardware/peripherals; work with individuals across the community
Proactively resolve customer problems with about equipment and services
Deliver just-in-time support both at the Helpdesk and respond to departmental technical emergencies in order to minimize data loss meet deadlines and support needs of users
Responded to requests for technical assistance in person via phone and remotely for the following technologies: Windows and Mac OS based end points (Laptops Desktops) Tablets & Smartphones (IOS & Android) and Microsoft Office
Continually updated personal knowledge of computing hardware operating systems and software
Maintained confidentiality and discretion when working with password or sensitive materials
Install, upgrade, support and troubleshoot Windows OS, authorized desktop applications, hardware, and peripheral equipment.
Coordinate and execute preventative maintenance and remedial repairs on computers, laptops, printers, and peripherals.
Troubleshoot Office 2013 connection and syncing issues
Maintain and restock parts inventory to maintain spare parts levels.
Monitor, operate, manage, troubleshoot, and restore service to terminal service clients, PCs, or notebooks with authorized access to network.
Managed laptops, desktops, and printers companywide.
Authored second-line support team manuals and maintained support standard operating procedures.
Created user accounts and managed access control of desktop and Network applications
Created new user accounts and mailboxes in Exchange
Maintained hardware and software record
ABS Associates
Help Desk Specialist Level 1 Schaumburg, IL Oct ’13 – July ‘16
Act of first point of contact for computer, software and printer issues.
Assisted with Active Directory in new hires, terminations, distribution lists and password reset/unlock.
Assisted with printer setup and network connection issues.
Worked second shift with little supervision.
Provided service over the phone for over thirteen companies.
Maintained above average monthly resolved rate of tickets.
Assisted with client upgrades of software and hardware.
Review ticket queue for new help tickets on a regular basis
Prioritize outstanding tickets
Work consistently and quickly to resolve the cases they are qualified to handle
Document case actions during resolution process and log all interactions
Stay current with IT environment, changes and updates
Research diligently to find solutions for problems
Identify and escalate problem tickets and urgent situations to the proper resource
Ability to identify and resolve computer system malfunctions and operations problems
Experience with Hardware troubleshooting and repair
Intermediate level Microsoft Office/Microsoft Desktop OS support experience
Basic networking knowledge
kCura Corp
Desktop Support Technician Level 1 Chicago, IL April ’12 – Oct ‘13
Act as a first point of contact for resolution of issues
Document customer incidents in Salesforce ticketing system
Assist with mobile device issues and iPads
Maintain existing documentation and created new documentation as required
Assisted with the build of Virtual machines for new employees.
Build, deployment and upkeep of end-user PCs, Avaya desk phones, assisting with maintenance, resolving audio visual type issues, record keeping of IT inventory and desk moves
Setup and assisted in the configuration of end-user PC desktop hardware and software peripherals
Provided one-on-one end user problem solving resolution either in person or over the phone
Provides support for Microsoft Operating System (Windows 7)
Configured and setup Computer equipment for new users.
Configured and maintained Printers/Scanners/Copiers
Used Active Directory to reset user passwords and check their rights
Use Avaya Call Manager to setup and configure users VOIP phones
Supported Microsoft Office 2010
Trained users in computer equipment
Used Spiceworks to track each user computer equipment
Assisted in Setup Video conferencing and audio/video equipment in the office
Provided on-call after hours support one week a month.
Assisted the Help Desk Manager in supervision training and mentorship of student employees at the Help Desk with a specific focus on leading the team of Desktop Support Referral student
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