Technical Support Customer Service
Resume:
Javier Avila
**** *** ** *** *** • Miami Beach• Florida 33141 •786-***-**** • ad5pz2@r.postjobfree.com
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
●Responsibilities
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
●Responsibilities
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-******* • ad5pz2@r.postjobfree.com
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
●QC
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-******* • ad5pz2@r.postjobfree.com
●Deployment
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-******* • ad5pz2@r.postjobfree.com
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
VMWare
SMS/SCCM
Lotus Notes
PC anywhere
Ghost
Education:
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
Languages:
●English
●Spanish
Interests:
●Football
●Tennis
●Snooker
●DIY
Contact this candidate