Customer Service Information Technology

JOSHUA FERNANDEZ

***** *.*. **** *******

Miami, Florida 33165

Cell 305-***-****

E-mail: **************@*******.***

OBJECTIVE: To obtain a challenging position at a growth-oriented company which will allow

for further utilizing and advancing work skills and acquire new abilities.

EXPERIENCE: University of Miami IT

Clinical Support Desk Technician

September 2011 – Present

Excellent customer service, both in person and over the phone.

Maintain and administer the university's various networks and domains, including user management, account creations, and ensuring users have proper access and permissions.

Responsible for installation, troubleshooting, and configuration of computing equipment including desktop computers, laptops, printers, and comparable devices.

Install and support/troubleshoot of application software packages including UChart, Citrix Receiver, iSite/PACS, UMCARE, Intellidose, GE Centricity, and other clinical programs.

Provide remote troubleshooting of network, PC (Windows/Mac), or software issues using remote tools such as Bomgar and Remote Desktop.

Document technical support calls and work orders in the departmental work order management tracking system (UService).

Provide analysis, relay results, and offer support to assure proper escalation including but not limited to substandard system performance or outages.

Created instructional guides for system or software troubleshooting to all other team members in order to help expedite resolution of common errors.

Registration process and insurance verification (Health Insurance Companies/Worker’s Comp/Auto Insurance)

Evening’s Delight

Sales/ Data Entry /Warehouse

February 2009 – September 2011

Extensive customer service, both over phone and in person, relating to product/warranty/delivery issues and follow-ups to ensure customer satisfaction.

Receive and process orders for shipping.

Technical phone support of any products available in inventory.

Responsible for receiving correct & undamaged shipments and count of inventory.

Kept up-to-date knowledge of products for being backup sales associate.

Bass Pro Shop, Miami

Customer relations/Front-End Associate

August 2007 - February 2008

Inventory, customer due backs and transfer logs.

Customer complaints/issues: Exchanges, returns, purchases.

Cashier: organizing reports of cash, credit card, & direct bill accounts. Kept balance of a $1,000 draw.

EDUCATION:

Southwest Miami Senior High School

High School Diploma 2003 – 2007

Miami-Dade College 2009 – 2013

Graduated 2013 AA Degree

Major: Computer Information Systems

Florida International University, Miami

Currently Attending 2014 – Present

Major: Computer Information Technology

CERTIFICATION:

A+ Certification Training, Miami

CompTIA A+ Certification - COMP001020308645

COMPUTUER SKILLS:

Coding experience in both C++, Java, and HTML

Proficient in Microsoft Word, Excel, PowerPoint, Publisher,

Access, and Outlook.

Trained in Adobe PDF Reader, Illustrator, Photoshop, and Photoshop Elements, Fireworks, and Dreamweaver.

Bilingual – English & Spanish

Contact this candidate