Customer Service Technical Support

Raziel Isaac Capuchino Lassard

**** *** ******,

Montreal, Qc. H4E 2N3

514-***-****, ******.*********@*****.***

Career Objective: Windows Specialist

Summary profile

Bachelor Degree in Computer Engineer

8 years of experience as Windows Specialist

Strong Analytical and Software experience on solving network issues and operating systems. Experience writing technical documents

Experience on Microsoft Windows Server 2000 - 2012. Experience Managing SCCM.

Manage IIS 6.0, 6.5 and 7.5, Manage Active Directory and Group Policy

Understanding the management and troubleshooting of network systems

Experience supporting and maintaining business applications.

Excellent used and managed of Toad, Oracle (10g, 11g and 11g R2), SQL Server (2000-2012)

Experience on Vmware VSphere 4.1 and 5, Vmware workstation. Hyper -V

Experience on Enterprise Linux Server 5, 6 and 7, Oracle Linux 6 and 7

Languages: French, English, Spanish

Skills

Experience VPN Cisco. Knowledge with TCP/IP, LAN, WAN, WIFI, DNS and DHCP. Experience on Microsoft Windows XP, Vista,7, 8 and 10 (x32, x64), Microsoft Office Suite 2010,2012 and 2016. Knowledge with WSUS

Diploma in Project Management with Agile Approach and Robust.

Ability to work under pressure, polyvalent, individually as well as in the Group

Professional Experience

Technical Support Nov 2016- Present

Teleperformance, Apple Campaign, Montreal QC

Assist customers with issues regarding IOS, Iphones, Ipads, Mac, and Ipods.

Manage large amounts of incoming calls.

Build a sustainable relationship of trust with the customers.

Handle complaints, and provide proper solutions within time limits.

Follow communication procedures, guidelines, and policies.

Assess and identify the customers’ needs to achieve satisfaction.

Deputy Director of Area Jun 2016- Sep 2016

Ministry of Public Education, Mexico City

Maintenance and Management of Critical Windows Based Server Environment.

Maintenance and Management of Linux Server Environment.

Managing Active Directory Accounts, Configuration of Servers, Laptops and PC’s.

Liaising and meeting with external suppliers of IT services.

Supporting a multi-site IT infrastructure of at least 100 employees.

Updating and Monitoring IT users accounts.

Head of Department Dec 2012- Jun 2016

National Security Commission, Mexico City

Watching and supervising the proper functioning of the updating and monitoring IT user accounts.

Verify the Databases function managed by the system.

Project assignments, code review, timelines, implementation, test, delivery

System specifications (Meet with clients to create user requirements document).

Develop the backup and restore mechanisms of the databases managed by the system.

Write and update documentation, reports and installation of user manuals

Head of Department Aug 2008-Dec 2016

Ministry of National Security, Mexico City

Generation of technological environments for development areas.

Creation of technological environments for QA area.

Supervise that the request inputs are provided on time.

Managing Active Directory and Group Policy.

Managing Windows and Linux Servers in production environment.

Technical Support Apr 2007-Apr 2008

Alcance S.A of C.V,

Maintenance of email and network security systems.

Backup and disaster recovery plans.

Forecasting any needed technical improvements.

Providing telephone and desktop support.

Education

Bachelor in Computer Engineer 2001-2005

National Polytechnic Institute University

Other Experience

Customer Service 2014 - 2015

Blockbuster, Mexico City

References available on request

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