CHARLES LAZAR

ad3ahs@r.postjobfree.com 408-***-**** www.linkedin.com/in/charleslazar/

CUSTOMER SERVICE REPRESENTATIVE AND SUPPORT

Resolute and dynamic Customer Service Representative with extensive experience in operations organization and in providing expert customer service in both retail and IT. Excellent client and end user support skills focused on local and global environments. An initiative-taking, data driven professional capable of reassuring and alleviating clients with successful solutions to their problems. Enthusiastic about assisting and educating clients and users on how to minimize their down time and maximize their productivity. CERTIFICATES:

CompTIA Network+ 06/2023 - 06/2026

Areas of Expertise:

First Level of Support Report Management

Root Cause Analysis Customer Support Representative

Written & Verbal Communication Skills Team Collaboration & Leadership Skills

Schematics LAN, WAN, DHCP, DNS, IPv4, IPv6, VPN

Industrial Equipment ServiceNow CRM

SAN and NAS Storage Devices Interior and Exterior Routing Protocols PROFESSIONAL EXPERIENCE

Amazon

Ultra-Fast Fresh Customer Support 05/2016-Present

Responsible for all inbound, outbound, and problem-solving issues for customers. Highlighted Accomplishments:

• Training all the new hires with all the tools and company procedures.

• Point of contact and problem solving for all the issues with shipping and receiving.

• Supporting Amazon UFF customers with all issues regarding their purchases including missing or damaged items.

• Responsible for checking and verifying all sensitive and high-value items.

• Member of the Safety Committee providing the management with new ways to enhance and support employees’ safety.

TEKsystems 07/2015-07/2020

Network Engineer, Home and Remote Access Support at Cisco Systems Supported internal users’ software and hardware VPN access, prepared and delivered to leadership business and service level metrics including case volume and status, suggested business improvements outcome by periodically assessing case ownerships and reassigning them as needed and maintained an active team membership in all meetings, took ownership and resolved high level cases such as senior engineers, upper-level managers and VPs to their total satisfaction.

Highlighted Accomplishments:

• Provided tier 3 CVO and VPN support for internal users.

• Ensured timely delivery of support according to strict SLAs.

• Utilized ServiceNow software for case management and CR implementations.

• Troubleshot and investigated issues related to wired and wireless networks via CVO.

• Collaborated with multiple teams including R&D and Change Management when new OS versions were available and evaluated before deployment.

• Managed multiple projects such as deploying new APs and controllers, providing and installing IPv6 for CVO owners as requested.

• Established a positive relationship with customers by not only resolving their technical VPN issues, but also educating them on the resolution process and how it was achieved. Charles Lazar, Page Two

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ad3ahs@r.postjobfree.com 408-***-****

• Prioritized and managed daily assignments based on company SLAs, number of effected users and available company resources.

CSS Corp 06/2013-07/2015

Level 2 Network Support Engineer at Netgear

Earned Customer business Unit top site performer and CSS Corp top performers league. Provided customer support in configuring and troubleshooting company products including switches, routers, firewalls and ReadyNAS devices.

Highlighted Accomplishments:

• Customer support via phone, email and online ticketing system in a timely manner.

• Assisting enterprise level customers with configuring and troubleshooting layer 2 and 3 switches and routers.

• Configuring multiple VLANs and inter-VLAN routing, stacking and port security on L2-L3 switches.

• Configuring and troubleshooting STP and RSTP on L2 switches.

• Managing Unified Threat Management firewalls including box-box and client-box VPN and troubleshooting/escalating complex issues through IKE and VPN policies.

• Setting up port forwarding, authentication and access control on multiple UTMs.

• Setting up new ReadyNAS installation and configuration for the first time.

• Troubleshooting network, backup, authentication and replication issues for different NAS units. Verizon Business 02/2007-07/2012

Network Monitoring Technician

Monitored, maintained and supported Enterprise-wide customers with tools such as HP Open View Highlighted Accomplishments:

• Monitored clients’ network traffic and accessibility via HPOV and SiteScope.

• First point of contact for all customer calls and emails, responding and routing them to appropriate departments after initial investigation.

• Escalated and coordinated clients' concerns, problems and outages with proper groups.

• Troubleshot clients’ site connectivity and accessibility during an outage or network change using Ping and Traceroute.

• Generated 650-700 trouble tickets weekly for all client issues using Remedy ticketing system.

• Attended weekly CSR meetings and discussed concerns, opportunities and new ways to improve customer service such as prioritizing alerts for different clients.

• Obtained monthly reports for total number of active, missed and ticketed alerts for all clients via HPOV and SiteScope and shared the results with team members.

• Triaged system and network engineers with management and clients during a global outage.

• Maintained, updated and organized change management calendar including starting, closing and pending changes

TECHNICAL TOOLS

ServiceNow SiteScope

Remedy HP Open View

Cisco VoIP Phones

EDUCATION

Masters Institute, San Jose, CA

AS in System Administration

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