Alberto Guerrero

*** ********* **. *** *

Florence, KY 41042

Email: adc46o@r.postjobfree.com

Phone: 513-478-5167cell

EDUCATION

DeVry Institute of Technology--Electrical Engineering:

Attended October 1987-February 1989

LANGUAGES

Certified Interpreter English/Spanish through Language Line Services

SKILLS

MS Office

Lotus Notes 8.5 Service Now ticket tracking system, Bomgar, MS Windows 7, XP, Citrix, SAP password resets for BW(business warehouse),Active Directory, MS Office Suite, Office 365,MS Outlook, RSA password unlock reset config, soft token and keyfobs, Printer troubleshooting and installation.

Typing: 85wpm

WORK EXPERIENCE

P&G Tide Cleaners

Provide tech support for P&G

Tide Cleaners stores Ipads and proprietary software used instore to process dry cleaning and laundry. Provided phone tech support assisting with different problems that occurred with the software or hardware instore.

Getronics 2007-2019

Provide technical support in a help desk environment in a timely manner using various software applications

Active Directory file recovery using previous version, password resets,

Citrix assist users with password reset or profile issues

MS Office suite assist users with application issues and installation issues

Bomgar remote support application used to remotely assist users with hardware or other issues related to software or hardware or printer, and connectivity issues.

Lotus Notes 8.5 assist users with email issues and profile issues

MS Outlook users were upgraded to this from Lotus Notes.

MS Windows OS assisted users with any issues related to the OS such as crashes or file issues

SAP password resets for SAP and BW (business warehouse)

Service Now ticketing system used to enter tickets in the system related to users issues when they called the helpdesk.

Active directory password resets

Stridepoint security training password resets, this software is used to train all employees on proper security and compliance and properly accessing email and avoiding virus issues

VPN unlock and reset using RSA console

ADP account unlock and assist with password reset or creation of new account for new employees

Printer support for HP printers; assist with various printer issues including paper jams, toner replacement, error messages, Zebra printer issues; error messages ribbon issues, printing problems or network issues.

Assist remote users with IPhone and IPad issues network connectivity, configuring of new phone or replacement due to device damage. IOS upgrade or issues related to an upgrade, laptop issues, battery issues or failure due to defect.

Configuration and setup, initial login to a new or replacement laptop due to device damage or if they are logging on to the company network for the first time.

Also participated in projects as needed creating a training manual for new users and current employees for the after-hours helpdesk team to enable them to follow correct procedures and processes in tickets.

Training of new employees on processes and procedures of the account.

Computer Consultants 2002-2007

Provide consulting services and technical support and assist users with computer purchases, installations, software install and configurations. Provided necessary support for small home and office installations of pc and software products along with occasional how to on software usage.

Blue Cross Blue Shield October 2001-2002 (contract)

Tech Support Specialist

•Handled first through third level calls from users

•Set up and configured Lotus notes for new users.

•Resolved problems with Lotus Notes after installing and converting a user from GroupWise to Lotus Notes

Acxiom February 2001 - August 2001 (contract)

Tech Support Specialist

•Answered help desk calls and provided desktop support for two different companies; set up users with RAS or Citrix connections; helped with Lotus Notes issues

•Installed applications when needed with Console One; installed printers with Print Manager; provided network support when needed

National Association of Realtors NAR October 2000 - January 2001 (contract)

Tech Support Specialist

•Supported internal users and researched information for MS Office 2000 rollout

•Planned installations with other team members and updated users to latest version of Norton Antivirus; reset passwords; assisted with other hardware and software issues

AIM June 2000 - October 2000 (contract)

Tech Support Specialist

•Handled desktop support and troubleshooting issues with user’s pcs

•Installed and configured fax/modems for users and configured the lines

•Assisted users with software and hardware conflicts or issues

Mobius Management Software May 2000 -June 2000 (contract)

Tech Support Specialist

•Handled re-imaging of laptops and desktops from all users for a roll out of the VPN network

•Used Ghost software for the re-image process to upload the user’s data to the network

•Performed Q&A after pc was reconfigured to verify user data was intact as well as all info from MS Outlook Databases

American Express December 1999 - April 2000(contract)

Tech Support Specialist

•Handled first through third level support

•Resolved hardware/software issues and network connectivity problems

•Installed new pcs; configured printers; helped users with re-mapping their printers or network drives; re-imaged pcs using Ghost software

AON CORPORATION March 1999 - November 1999 (contract)

Application Support Analyst

•Responsible for Level 1-3 desktop support

•Supported internal and external users via phone support

•Resolved hardware/software issues, created network IDs, Handled Lotus Notes issues

•Provided support for proprietary applications used such as Bond link, Proposals and Submissions, and PMM

ABN-AMRO August 1998 - January1999

Technical Support Analyst

•Handled level 1 and 2 desktop support

•Assisted internal employees with technical problems such as hard drive crashes and software installations

•Created user accounts in NWADMIN and Lotus Notes using QXCOM

•Created updates for documents in the Notes Database for client services dept.

•Performed various Novell Netware Administrator tasks

•Re-scripted machines as well as building new ones

RHI April 1998 - August 1998 (contract)

Technical Support Consultant

•Handled incoming calls for software support of applications sold by Rand McNally

3COM INCORPORATED July 1997 - April 1998 (contract)

Help Desk Coordinator

•Handled customer support for internal employees

•Handled troubleshooting of network related problems

•Performed password resets, mapped network drives, helped first time users to login to the network

•Assisted users on a Novell Ethernet network and Sparc stations using UNIX as well as HP3000 databases.

REFERENCES

Available upon request

Contact this candidate