Customer Office

Omar S. Guerrero

**** ***** ****** **, **********, DC 20010

240-***-****, *********@*****.***

OBJECTIVE

Motivated IT technician with strong background in installation and maintenance of software and hardware. Seeking a position in the department of Information and Technology Services to support a fast paced environment to employ exceptional level of customer service and IT expertise.

PROFESSIONAL EXPERIENCE

Jan 2018 - Present DOITS-OAS-IT Help Desk Representative

Organization American State (OAS)

Supports over 1K on-site and remote customers with any technical and systems issues

Assists end-users on the implementation of measures to prevent and remove virus attacks

Executes department software updates and hardware updates

Monitors business application via remote desktop

Coordinates and pooled resources with technical personnel to accomplish system implementations

Sets up and configures VPN connectivity for virtual conferences and assist field end-users with basic operating systems

Expertly trains users on the basic operation of GS/OAS standard software, computer and telephone equipment

Documents help desk tickets/resolutions as well as providing overall assistance; meeting customer satisfaction targets.

Installs and configured computer equipment such as desktops/monitors, laptops and local network printers

. Manages and prioritized daily customer request with any requests

Aug 2017 – Dec 2017 Free Lance Web Design

Outlined and upgraded website goals based on customer needs and site functionality

Maintained website by updating content, implementing new technology and monitoring Webpage performance

Created graphics and designs for professionals, including custom graphic and logo design

Updated existing websites by altering, removing, or adding content as needed

Aug 2017 – Dec 2017 Floor Supervisor

MBS Ronald Reagan Airport Washington, DC

●Interviewed/hires new personnel and provided orientation and training assigned to 10 different areas

●Managed 50 personnel to execute monthly workload; increased 25% productivity per month and need of overtime hours

●Developed monthly schedules to maximize employee productivity and exceeded quarterly workload goals by 15%

●Monitored/Maintained timesheets for payroll department for 50 employees

●Communicated any issues or concerns to management to ensure a safe work environment in accordance to safety standards and procedures; reduced monthly mishaps

●Inspected facilities to identified problems; performed preventive maintenance to deter facility issues.

●Monitored inventory of materials and equipment

●Supervised quality of assigned work for all assigned personnel; met 100% customer satisfaction

●Maintained safe work environment by following standards and procedures; reduced safety mishaps

EDUCATION

Computronic Tech. Lima, Perú 1995

Computación e Informática – Associates of Information and Technology

Escuela Albert Einstein Lima, Perú 1994

High School Diploma

SKILLS

●Platforms: Windows 7/10

●Software: MS Office (Word, Excel, PowerPoint, Access, Outlook), Office 365, Adobe, McAfee, Norton Utilities, Oracle

●Programs: OK builder, WordPress, Adobe Muse, Weebly, Wix, Jimdo, Ionos.

●Hardware: TCP/IP, DHCP, and DNS protocols, LAN/WAN, routers, Ethernet, SAN, VPN.

●Goal-oriented; equally successful in both team and self-directed settings

●Ability to work under pressure and with timeliness

●Excellent communication skills with effective listening skills

●Bilingual English/Spanish

REFERENCES

●References are available upon request.

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