Microsoft Office Technical Support

ROGELIO “ROGER” HILTON

SUMMARY

•*.* years of experience as a Desktop Support Analyst supporting Tier I & Tier II

•Experience using or supporting Microsoft Windows XP/Vista, Microsoft Office 2003/2007, Lotus Notes, MS Outlook, local network printers.

•Dedicated and hardworking individual who always works to my fullest ability

•Works well both independently and as part of a team

•Organized, punctual and professional, and confident communicating verbally in person and over the phone.

TECHNICAL

Typing Speed: up to 55 WPM, Operating Systems: Windows XP, Vista, 7, 8,10, Windows Server 2000/2003/2008, Database: Active Directory, Holidex, Opera, Merlin Applications/Software: Microsoft Office Suites, Citrix System, Symantec Backup Exec, Shadow Protect, McAfee, SPS Hardware: HP/Lexmark/IBM Printers, HP/IBM Servers, Routers/ Netgate, Cisco/HP Switches, Ingenico Card Readers, DHCP/DNS Server configuration, IP configuration, Server/Desktop Hard drive restore, Printer configuration/troubleshooting, Network configuration, Domain configuration

EDUCATION

ASSOCIATE DEGREE IN BROADCASTING

Connecticut School of Broadcasting, Florida

ASSOCIATE DEREE IN MUSIC ENGINEERING

Connecticut School of Broadcasting, Florida

EXPERIENCE

CGS (COMPUTER GENERATED SOLUTIONS), ATLANTA

Desktop Support Tier II 2015 - PRESENT

•Provide floor support for Tier I agents

•Resolve customer complaints and concerns with strong verbal and negotiation skills

•Research issues on various computer systems and databases to resolve escalations

•Display courtesy and strong interpersonal skills with all customer interactions

•Build and maintain successful relationships with service providers and customers

•Day to day tasks include:

oRe-imaging servers/desktops

oTroubleshooting internet connectivity issues

oConfiguring software/hardware

oResolving escalated tickets.

•Provide Technical Assistance – monitor chat room and desk side if required

•Open Ticket Management – General and personal queues, ensure all tickets are closed as required and open tickets are being worked to resolution.

•Ticket Research as required – assigned by CGS Team Leads

•Assist with Process Rollout as required

•Meet KPI expectations in regards to AHT (Productivity), Quality Score, Ticket Ratio (If Applicable) and Schedule Adherence.

•Detail orientated, able to utilize various databases consecutively with good typing skills

•Experience using or supporting Microsoft Windows XP/Vista, Microsoft Office 2003/2007, Lotus Notes, MS Outlook, local network printers.

•Strong in Excel.

•Support Hotels HP ProLiant Servers Running Windows

•Restore HP and IBM Servers from the last Successful Backup

•Resolve case that are not able to be Resolved at level 1

•Installing and Troubleshooting the Ingenico iPP320 and iSC480 Credit Card Readers

•Trouble shooting the Ingenico iPP320 and iSC480 Credit Card Readers and flashing the Credit card reader

CGS (COMPUTER GENERATED SOLUTIONS) ATLANTA, GA

DESKTOP SUPPORT TIER I 2015-2016

•Created cases using service now and handled high call volumes

•Managed basic hardware/software troubleshooting remotely

•Re-imaged desktops/laptops

•Maintain Intercontinental Hotel Group's servers, workstation's, Printer's, Application's, and Password Reset's

•Trouble shoot's equipment on the IHG Network

•Maintain RSA Secure ID Token to allow access to the VPN

•Apply understanding and knowledge of information systems products and services to assist customers on technical matters.

•Recognize, research, isolate, and resolve information system problems.

•Type and enter information into a database while customer is speaking

•Recognize customer's problems that should be escalated to the next level for resolution following established protocols.

•Maintain up-to-date knowledge of products and customer entitlement options to provide proper information to customers.

•Be knowledgeable of resource materials in order to provide information on client inquires.

•Demonstrate quality communications skills and exhibit a high level of professionalism with extreme sensitivity to customer satisfaction

•Use courtesy, tact and discretion in all communication with customers

•Screen and handle calls as appropriate

•Maintain appropriate records and prepare reports as required.

•Performs other duties and task as assigned by the Team Lead

•Able to utilize various databases consecutively with good typing skills

•Experience using or supporting Microsoft Windows XP, Microsoft Office 2000/2003, hardware, local network printers and Symantec Antivirus

•Handles, resolves or escalates to the appropriate department of Team Lead escalation tickets to dispatch to vendors

INTERNATIONL MUSIC GROUP (IMG) MIAMI, FL

ARTIST: FLO RIDA

ROAD MANAGER/PERSONAL ASSISTANT 2011-2014

•Provided high quality support and security to Flo Rida.

•Coordinated schedules, managed appointments and travel arrangements for Flo Rida and team

•Coordinated Single Releases & Video Shoots

•Interacted with Label Management & Television Producers (ABC, CBS), as well as assisting with Award Shows.

•Advancing show dates

•Hiring backline techs or recommending techs to be hired (depending on authority given by artist management)

•Coordinating artist media obligations (normally while on tour, but could be anytime)

•Ensuring artist rider requirements are met

•Collecting payments due to the artist at show time (or signing off on amount due to be sent via wire, depending on arrangements made by artist management)

•Handle personnel issues for entire team

BEASLEY BROADCAST GROUP, POWER 96 RADIO STATION, MIAMI

ASSISTANT PROGRAMMING DIRECTOR/ MUSIC DIRECTOR 2007- 2011

•Adheres to all guidelines, policies and procedures of the station, the FCC and all other federal, state and local laws, including policies and procedures regarding indecency and obscenity.

•Participates in required station Programming, Promotions, and Sales staff meetings and events.

•Received recorded music products from record companies and individual artists, shortlists them for the playlist, and decides, in consultation with the program director and other radio station personnel, what will go on and off the playlist.

•Deal with programming staff, station colleagues and music industry people

•Scheduled Music for day to day operation

•Schedule On-Air personalities

•Coach On-Air personalities

•Analyzed & reported monthly ratings

•Worked with multiple Artists

•Helped discover & develop upcoming artists

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