Technical Support Manager

EFRAIN SUAREZ II

**** ***** ******, ***, ** ***** 347-***-**** ********@*****.***

Skills Summary

Detail-oriented individual with a strong drive for results backed by over 16 years of technical support and customer service experience. Effective communicator who relates well to diverse groups of people at all levels of the organization. Committed and loyal team member with a gift for positively reinforcing organizational values.

Technical Skills

Microsoft Office Suite MacOS / iOS VMware

iWork Suite Windows OS/Server/Exchange Macintosh/PC/UN*X Experience

Apple, Inc. Genius August 2008 - August 2016

Grand Central Terminal – December 2011 - August 2016 The Westchester – August 2008 – November 2011

Apple-trained and qualified technician with hardware, software, and computer/device-specific certifications

• Educated customers on Apple hardware, software, and services in sales, training, and technical support settings (i.e. tips and tricks)

• Made on the spot decisions for repairs or a replacement are required and recommend options for customers can remain productive and connected

• Performed repairs on Apple computer systems, devices, and accessories

• Executed detailed troubleshooting and provided technical support in a fast-paced dynamic environment

• Managed and facilitated multiple customer appointments meeting tight turnaround times matching expectations

• Was hand pick by to be part of the inaugural staff in the newly created Grand Central Station store (responsible for store set up, training and process improvement) C3I, Inc. June 2001 - July 2003

Pharmaceutical Phone Support SME – December 2001 - July 2003 June 2001 – December 2001 - Pharmaceutical Phone Support Technician

• Supported 5,000 Pharmaceutical Reps worldwide with proprietary application and hardware support

• Served as Subject Matter Expert (SME); responsible for knowledge of proprietary applications

• Stayed current on emerging technology, new software applications and hardware and make recommendations for improvements

• Developed technical documentation and training of all phone support technicians on changes and issues within these applications

• Created and updated tickets via internal ticket tracking system; prioritize tickets based on severity and assisted with team member’s workload

• Alongside the Team Manager - created standards and set expectations as defined by the company a work flow activity

• Was promoted to be the SME for a newly acquired Fortune 500 Pharmaceutical support desk

• Served as part of the 9/11 Transition Team; move to NJ facility, trained and monitored temps, and assisted with relocation back to lower Manhattan

MODELL'S SPORTING GOODS - May 2001 & August 2003 - July 2008 Helpdesk Assistant Manager – Apple and Windows Network Systems Administrator 1994 - 2008 - Apple and Windows Network Systems Administrator September 1993 – 1994 - Footwear Department Assistant Manager September 1992 – 1993 - Footwear Department Sales Associate

• Sole provider of Macintosh Support Technician for Modell’s In-House Advertising Department

• Responsible for fifteen graphic work stations, graphics printers, wide format printers

• Supported of all applications, Quark Express, Adobe, Font Management Applications, etc.

• Responsible for File and Application Servers/FTP Server and backup of department data Efrain Suarez - ********@*****.***

2

MODELL'S SPORTING GOODS – cont.

• Served as Corporate IT Department / Helpdesk Assistant Manager

• Supported 300 Windows based nodes in corporate office

• Supported all Microsoft based servers, Exchange, file, FTP, Print and Backup Servers

• Created merger plan of all Macintosh to fall under IT Department responsibility which included corporate email and domain authentication

• Assisted in the creation of Corporate Intranet

• Initiated plan to utilize and roll out of Active Directory

• Evaluated and assessed purchasing equipment for users and infrastructure

• Implemented of Blackberry’s and Enterprise Servers, responsible for all cell phones and service provider relationships

• Responsible for all field regional management computers and VPN hardware

• Oversaw monitoring and management of McAfee spam and virus server

• Responsible for storage/backup and recovery (I.B.M. Tivoli & Dantz Retrospect)

• Provided personal Macintosh Support for Modell’s Family Training

Apple Certified Mac Technician Windows Server 2000 IBM Tivoli Software

Carson Long Institute - High School Diploma

Highlighted Activities

Team Leader, Squad

Leader, Platoon Sargent,

First Sargent

Rifle Team

Honor Guard Color Guard

Military Police Drum& Bugle Corp

Silent Drill Team Jr. Varsity/Varsity Wrestling, Baseball and Track & Field Teams Extracurricular Activities

Passion for Tech Gadgets RC Quadcopter, Helicopter, Cars and Boats Amateur Radio Beer and Coffee Aficionado

Macy’s Thanksgiving Day Parade

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