Customer Service Technical Support
Resume:
Sebastian Maldonado
**** ***** ***** • Orlando • Florida • 32822
***.*********@*****.***
Professional Experience
Sears Home Improvements • Longwood • Florida 2008 – Present Technical Support Analyst Level 2
• Support for approximately 3500 associates via phone calls to Helpdesk support line and/or work orders submitted to the Helpdesk via the Track-It system. Support includes national branch locations, local support at Lake Mary location, corporate office and sales representatives working in the field.
• Installation and support of desktops and laptops at Lake Mary call center to include hardware and software.
• Responsible for the escalation of submitted work orders not handled by the Helpdesk to the appropriate departments.
• In charge of the purchasing of hardware and software for company including providing management a monthly expense report.
• Responsible for weekend support regarding issues escalated by Level 1 technicians and/or system outages. El Nuevo Dia • Orlando • Florida 2005 - 2008
Information Systems Technician
• Supported an Active Directory network consisting of 15 servers, 4 network printing device and approximately 60 desktop/laptop computers running Windows XP Professional.
• Provided administration and support for TERA GN3 Publishing system server and desktop applications.
• Support of network infrastructure to include cabling, switches, T1 connections and wireless networks.
• Assisted in the redesign of company website with main responsibility being the creation of all html pages according to designed concepts using Adobe CS3 Dreamweaver and Flash Professional.
• Setup equipment to be used as a disaster recovery solution using virtual servers to support Editorial team when moving to a disaster recovery site.
Internet Satellite Platform Inc. • Altamonte Springs • Florida 2003 - 2005 Technical Support
• Provided 2nd level technical phone support (hardware and software) for satellite delivered broadband Internet service. Support consisted of troubleshooting Internet connectivity, networking and operating system issues for Windows 9x, 2000 Professional and Server, XP Home and Professional computers. Volt Service Group. • Orlando • Florida 2004 - 2004 PC Technician
• Performed hardware replacements and troubleshooting on laptops and desktops according to customer service calls from Dell Corporation.
Isogon Corporation • New York • New York 1997 - 2003 Information Systems Supervisor
• Supported an Active Directory network consisting of 15 servers, 6 network printing devices and approximately 80 desktop/laptop computers running Microsoft Windows XP.
• Provided level 2 support for the entire company and supervised three (3) level 1 support technicians.
• Responsible for all hardware and software purchasing for the company. Education/Training/Certifications
TechSkills Maitland, Florida 2003 - 2004
Certified A+ Technician (October 2003)
Certified Network+ Technician (November 2003)
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