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Manager Service Representative

Atlanta, GA
July 31, 2020

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Yvel Sylvain

*** ******* **** *** ** Atlanta GA,*0331

Cell 603-***-**** Email

Knowledgeable Certified Professional Technician skilled in system diagnostics, troubleshooting, hardware repair, software installation, inventory maintenance, and meticulous record keeping. I did everything with Integrity and Quality and Excellence. Managing complex projects with minimal down time. I would represent Cisco, Thomson Reuters, NetApp, Riverbed, Lenovo, Apple, HP, Dell, Fidelity, to their customers also for IBM customers. Focused on customer satisfaction and substantial deliverables. Professional, confident, and self-motivated to achieve customer satisfaction. Maintained and serviced laptops, desktops, servers, printers, network attached storage, cloud systems, and Lan/Wan networks. Project Leader for numerous assignments and overseeing a team of technicians. Completing many total system upgrades of the entire office software, hardware, networks, and phones. Maintaining customer datacenters and their expectations.

Professional Experience

Ergonomic Group 10/2019 to 4/1/2020

Boston, Ma

Steward Health Care Hospitals project for multiple sites throughout the USA. To upgrade Windows 7 workstations to Windows 10 image and many apps for Steward Hospitals. Upgraded workstation

to accommodate the new platform. Helped improve installation procedures in which saved them money on man hours and streamlined the installation.

IBM System Service Representative 12/1999 to 09/2019

Littleton, MA

Serviced Hardware for multi-vender computer systems, servers, desktops, laptops, Apple, printers, and networks all over New England

Hardware Repair, Moves, Adds, Software upgrades, Hardware Firmware Upgrades, Removals, Major Installs and Special projects

Proficient in Troubleshooting and diagnosing hardware computer problems and Networks

Work on Premium customers system and accounts like BlueCross BlueShield, Cisco, Lenovo, NetApp, Netezza, HP, Dell, Riverbed, Merrill Lynch, Dean Witter, Raytheon, State Street Bank and Thomson Reuters on top of all IBM Customers

Trained on numerous systems and equipment and software and trained the customers on them.

Cisco network hardware provider for Cisco

Maintain accurate records on maintenance contracts and installation projects

Would always put a big emphasis on doing the job right and doing with excellence


CLC Learning Center Sommerville MA

Computer Electronic

Professional Development

IBM Leadership trained

IBM Networks, Routers and Switches and Cabling

IBM Servers, Desktops, Laptops and Storage systems hardware trained

IBM XIV, IBM Xseries System, IBM BladeCenter, IBM Flex System Enterprise, IBM Pure Application, and IBM Pure Data Systems, IBM WebSphere DataPower, Risc6000

All Lenovo Servers, Desktops, and Laptops

NetApp Systems Service Repair Certification

Netezza systems

Network Attached Storage NAS

Tape Library units

Cisco Switches and Routers

ADP stock brokerage systems

Thomson Reuters stock brokerage systems

HP Servers

HP Laser printers

Genicom dot-matrix printers

Lexmark Laser printers

Dell servers and desktops

F5 training

Riverbed training

Raid and Storage training


Basic knowledge of software for Windows (NT, XP, 7,10, 2012 and 2016) Lotus Notes, Outlook, Data Ontap, Linux, VMware, AIX, and Unix


Storage Manager application trained

Bios and UEFI and firmware updates

Thomson Reuters Stock brokerage software trained


A+ Certification

HP Servers Certification

Cisco CCT RSTECH Switches and Routers Certification

Datacenter Complaint Trained

Lenovo Servers, Desktops, and Laptops Certification

HIPAA trained


Al Monty IBM Service Delivery Manager Phone 603-***-****

Kevin Tran IBM SSR Phone 603-***-****

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