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Technical Support Customer Service

North Shore, FL, 33141
May 15, 2024

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Javier Avila

**** *** ** *** *** • Miami Beach• Florida 33141 •786-***-**** •

Profile: Experienced in a variety of diverse roles including hardware and software technical support. Proven ability to work and communicate effectively with others along with excellent, customer service, training and problem solving skill

Inclusive Experience

Software Management Specialist Software QC Testing

1st and 2nd Level Technical Support Software deployment (SCCM)

Customer Service Support

Work Experience

Handyman experience (Electrical, floors, baths, tiling, pluming etc.)

Coffee shop administrator and owner

Mini-market administrator and owner

Took a leave of absent due to my mother illness and caring while at the same time undertake a renovation house project June 2015 – Nov 2016

SGS/RSA Galway Sept 2013 - Jun 2015

IT HelpdeskTechnical Support


oProvide 1st and 2nd Level CoVIS system technical support

oAct as the 1st point of contact for the service help desk

oEmail, phone and remote support

oWindows 7 support

oHardware and software support

oTrack and escalate 3rd level support issues

oMonitor network health with OPENVIEW

oprovide training to vehicle testing centres staff on a new system

oService quality monitoring

oComplaints and issue escalation

oCommunicate effectively with team and clients

Schneider Electric Galway April – June 2013

Technical Support Engineer


oProvide 1st and 2nd Level Support and act as the 1st point of contact for the service desk

oSupport for MS Office and Business applications

oSet up PCs and Laptops for users

oInstall new hardware and software to desktop and laptops

oLocal support for 270 users

oPhone and remote support

oProvide support to IT projects when required

oTake ownership of problems and escalate 3rd level support

oActive Directory Basic Administration

Javier Avila

16 Cloch Ard • Old Rahoon Road • Galway • 091-583637 • 086-******* •

Hewlett Packard / Morgan Stanley, Galway, Ireland 2004-2012

Senior Software Management Specialist

●Application Discovery/ submission Review

oApplication discovery/ submission review involved detecting potential impact of an application on the target build environment and reviewing customer technical requirements

oChecked email instructions, permission exceptions, version, source files, prerequisites check, and installation instructions

oPrepared test environment,, installed applications, created submission reports, and communicated risks and issues to customer

oCoordinated and assigned application to repackage the application to meet customer requirements

oEnsured that any additional configuration changes required by customer during the application packaging process were implemented.

oTracked SLA and all relevant emails between developers and customer

oProvided ETA to customers

oAnswered calls, emails, and IM inquiries from submitters

oLogged any related issues in the tracking database


oReviewed the application deliverables

oPerformed ICE validation and MSI/MST manual checks

oPerformed application testing checks e.g. Install, uninstall, and repair application

oPerformed application Functionality Checks and stability

oMade applications available for UAT approval

oProvided ETA to customers

oAnswered calls, emails, and IM from submitters

oLogged any related issues in the tracking database

Javier Avila

16 Cloch Ard • Old Rahoon Road • Galway • 091-583637 • 086-******* •


oTracked management of applications QA and BU approvals, verification and execution control for applications turnover requests globally

oAssisted in the execution of the rollout to production distribution servers

oProvided technical support during the application production rollout

oSDM ( Software Delivery Manager) application provisioning and assignment control

oPerformed application deployment scheduling to BU computer clients globally with SMS/SCCM

oDocumentation control, Integrated new processes, improved procedures and provided coaching, guidance and leadership to colleagues

oProvided technical consulting expertise and leadership to internal project teams and clients

oProvided 1st and 2nd level technical support for BUs

oAnswered calls, emails, and IM globally from submitters

oTrack and logged any related issues

Compaq, Galway, Ireland 2000-2004

Technical Support

●DSPP Support.

oProvided 1st and 2nd level technical support to the HP Developer and Solution Partner Program

oSupported test environment configuration, application development, integration, porting issues, patching and tools for Tru64 Unix, OpenVMS, and Windows Servers

oCompiled and analysed reports of new cases and outstanding issues

oTrained office personnel in basic computing, new technologies and products

oAnswered calls and emails as part of the support team

oLogged all issues in the tracking database

●AlphaSever SC

oProvided 1st level support for the Alphaserver super computer product range

oMonitored mailbox, acknowledged new cases, updated emails for existing cases, downloaded crash log files and assigned cases to engineers

oEnsured procedure documents and web pages were routinely updated

oRCM and SHC Support revision and configuration management and system health check for UNIX. Provided support to the Galway System HealthCheck engineering team

oResponded, investigated, escalated and tracked all issues in the tracking database

Javier Avila

16 Cloch Ard • Old Rahoon Road • Galway • 091-583637 • 086-******* •

ICF Telephone systems, Martinez, California, USA 1998-2000

Project Management, Purchasing and Warehouse Inventory Control

●Managed warehouse personnel and coordinated the activities of 18 technical staff

●Managed customer work requests

●Responsibility for implementing new warehouse procedures and inventory control

●Purchased materials for all customer projects

●Documentation control

Additional IT Knowledge:

Windows XP, Windows 7, Windows 10, 2003/2008 Server

MS Office



Lotus Notes

PC anywhere



Currently working toward comp TIA network+ certification

Scripting for Windows 2000 Administrators Certificate 2002

Implementing and Administering Win2000 Directory Services Certificate Dec 14, 2001

MCP June 21, 2001

Diablo Valley College (DVC), Concord, CA, USA 1999

AA Degree in Computer Science (Part time Student) (DVC) 1996 – June 1999

Administering Microsoft Windows NT 4.0 Certificate (DVC) Dec 14, 1998

Microsoft Windows NT 4.0 – Core Technologies Certificate (DVC) Dec 14, 1998

Supporting Microsoft Windows NT 4.0 Enterprise Tech Certificate (DVC) Oct 19, 1998

Advance Electronic Technology Certificate (DVC) Dec 15, 1997

Electronics Service Technology Certificate (DVC) Dec 16 1996









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