Customer Support Analyst
Resume:
ALEX BUELNA
Tel: 512-***-****
****.******@*********.***
Career Objectives
Place into effect my expertise as an Operation’s Manager for both inside and outside positions, with direct Customer Service Support along with my complete technical experience in the PC desktop/laptop hardware/software technical support.
Summary of Qualifications
PC/Laptop desktop support
A+ Certified Technician
IBM Lenovo certified Factory Support Technician
(Windows XP/XPRO – Vista Ultimate – Windows 7) Windows 10
Microsoft Office Suite 365.
Support desktop peripheral equipment, basic LAN support. Individual in-person, hands-on help at the desktop level includes receiving, prioritizing, documenting, and actively resolving end User help requests.
Support hardware deployment, receiving, staging, imaging and deploying workstations, printers, scanners.
25+ yrs as an Operations Manager, Managing personnel & direct dealing with the public
Excellent communications (verbal/written) and people skills.
Excellent ability to work in a team environment.
Bi-lingual - fluent in Spanish
Class C - Standard Driver's License
Work History
Jan 9, 2020 – Oct 31, 2022, TEXAS DEPARTMENT OF INSURANCE – Austin, Texas
Asset Management
Performed routine audits of barcoded equipment located at all TDI office and field locations.
Tasked to organize assets and audit, recoup revoked equipment, modifications in Active Directory (AD) and verifying assets appropriation using IT service management solution tool.
Assisted the Asset Management Team ranging with a multifaceted of issues, applying analytical thinking and adequate technical information after resolving issues.
Worked under limited supervisions with considerable latitude for the use of initiative and independent judgment.
Jul 18, 2011 – Jan 9, 2020, TEXAS DEPARTMENT OF INSURANCE – Austin, Texas
Customer Support Analyst (Desktop)
Preformed entry level computer system support work for personal hardware and software and associated peripheral devices, involving client-side software for enterprise software solutions, computers and/or voice systems.
Performed daily support of business users including coordination with voice and data network experts, software development, and ITS Help Desk Staff.
Participated in ITS or Admin Ops project teams.
Oct 27, 2008 - Apr 30, 2010, WORLDWIDE TECH SERVICES (formally: ALLIANCE MANAGED SERVICES) – Austin, Texas
PC TECH LEVEL 2
Provided technical assistance to computer system users.
Answered questions or resolve computer problems for clients in person, via telephone or from remote location.
Supported hardware, software, and replacement part(s).
Provided assistance with the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
Sep 17, 2007 - Oct 26, 2008, KFORCE, INC (Temp services) - Austin, Texas
PC Tech Level 2 – for Alliance Managed Services
Provided PC Desktop Support.
Provided technical assistance to computer system users.
Answered questions or resolve computer problems for clients in person, via telephone or from remote location.
Supported hardware, software, and replacement part(s).
Aug 15, 2004 - May 03, 2007, KFORCE, Inc. (Temp services) - Austin, Texas
Client Support Technician – for Applied Materials
Supported PC & Printer/Peripherals hardware.
Received direct and/or WEB service requests.
Dispatched designated field service technicians for customer support.
Confirmed service contract or T&M.
Ordered needed parts, confirm receipt & total repair of unit reported.
Used Remedy Customer Service Request Relational Database.
Provided necessary reports to upper-level management and customer requested reports.
Contract and billing compliance where applicable.
Negotiated future/new service contracts.
Provided pricing to management for contract negotiations.
Managed & maintained Database
Jan 26, 2004 - May 21, 2004, INTERNAL REVENUE SERVICE - Austin, Texas
Tax Examiner
Resolved tax form errors and misinformation.
Resolve taxpayer errors on all 1040, 1040A and 1040EZ tax returns.
Oct 01, 2002 - Apr 01, 2003, HALL KINION (Temp services) - Austin, Texas
PC Technical Support and Inventory - for Texas Department of Transportation.
Inventoried all DMV electronic equipment across the state of Texas.
Resolved minor computer issues for personnel.
Oct 01, 1998 - Mar 01, 2002, CALENCE, LLC. / AVNET AES - Austin, Texas
Regional Manager of Operations
Managed 25+ National Technical Support Contracts.
Managed 52+ Direct Reports (PC Technicians) and 15 Logistical Support personnel.
Managed PC National Technical Support Help Desk.
Generated work schedules, performance reports and appraisals.
Responsible for all training requirements/scheduling.
Education:
Jan 1956 - Oct 1959 University of Mexico (UNAM) - Mexico City, Mexico, Mexico
Education Level: Bachelor’s in Science Degree
Major: Civil Engineer
Minor: Sciences
GPA: 9.5
Graduated: Yes
Training and Occupational License/Certifications:
Computer Technology Industry Association - San Jose, California
A+ Certified Service Technician Certification Issued: Oct 14, 1993
IBM / LENOVO - Austin, Texas
IBM / LENOVO CUSTOMER SATISFACTION - BUSINESS COND
Certification
Issued: Mar 12, 2010
Occupational License/Certification - Continued
IBM / LENOVO - Austin, Texas
IBM / LENOVO SERVICE DELIVERY
Certification
Issued: Jan 15, 2008
IBM / LENOVO - Austin, Texas
IBM / LENOVO SYSTEM TOOLBOX
Certification
Issued: Mar 12, 2010
IBM / LENOVO - Austin, Texas
IBM LOGISTICS PROCESS
Certification
Issued: Jan 15, 2008
IBM / LENOVO - Austin, Texas
IBM RDD07 DESKTOP
Certification
Issued: Jan 15, 2008
IBM / LENOVO - Austin, Texas
IBM RTD07 NOTEBOOK
Certification
Issued: Jan 15, 2008
IBM / LENOVO - Austin, Texas
SERVICE EXCELLENCE
Certification
Issued: Jan 15, 2008
Computer Skills:
Database Software (Oracle, Access, etc)
Desktop Publishing Software (InDesign, etc)
Email Software (Outlook, Thunderbird, etc)
Internet Browser (Internet Explorer, Firefox, etc)
Networking or Lan Software (Cisco, etc)
Peripheral Devices (Scanners, Printers, etc)
Personal Computers
Presentation Software (PowerPoint, Flash, etc)
Spreadsheet Software (Calc, Excel, etc)
Utility Software (Virus, File Compression, etc)
Word Processing Software (Word, WordPerfect, etc)
Additional Computer Skills:
A+ Certified Service Technician.
Level four (4) PC Technical Support for hardware and software.
Certified factory service technician for IBM, Compaq, Dell and most major current brands.
MSE Office 98/2000/2002/XP.
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