Skills

I am ITIL Trained and Certified, A+ Certified Network Plus trained and proficient in troubleshooting all Microsoft Operating systems since Windows 95 for networking, internet connectivity and email issues. Proficient in Active Directory, Exchange Admin. I am proficient with all versions of Outlook, Outlook Express and Windows Mail. I have extensive experience using call center ticketing software i.e. Cherwell, HP Service Manager, AT&T’s Clarify, Verizon’s and WDS Global’s ticketing software. I am familiar with numerous Cellular 3g & 4g Wireless networking client software configurations for internet connectivity and device-as-modem configurations as well as email setup.

Professional Experience:

May 2022 to December 2022

Modern Managed IT

Support Technician

Modern Managed IT is a Start-Up Company that provides a wide range of Support for various Clients. This Link: Modern Managed IT (NEW) — Modern Managed IT IT Solutions pretty much tells the story. As a Technician I provided Telephone, On-Site and Scheduled Remote Support to our Customers.

July 2021 to May 2022

Uber Pro

Gold Level, 5 Star Rated Driver

I drive as an Uber XL, UberX, Uber Pet, and Uber Connect class Driver: Uber XL drives a larger vehicle for up to 6 passengers. UberX is for passengers needing a regular sized vehicle. Uber Pet is for passengers with a pet. Uber Connect makes package pickup/delivery trips. A Gold Level Driver maintains at least 200+ Trips every 3 months with a 4.85 or higher Star Rating from his passengers, a >85% Acceptance Rate and <4% Cancellation Rate.

May 2010 to June 2021

CPS Energy

Business Support Analyst III

Service Desk

Internal Service and Support of all Departments and work areas. Technical Support for all related Software and Applications. SAP, Microsoft Multifactor Authentication, Cisco VPN and WebEx, RSA Hard and Soft Token usage configuration and troubleshooting. Citrix Receiver Configuration and Troubleshooting. Microsoft Teams, Cisco Jabber and Finesse as well as Troubleshooting of various devices to include Verizon and AT&T iPhones, MiFi Devices and Microsoft Surface Pro, HP EliteBook, GETAC Computers.

April 2009 – May 2010

2Wire

Tier1 Technical Support

Tier 1 Technical Support for AT&T Uverse Services, including High Speed Internet, Uverse IPTV Service and CVOIP Phone service.

March 2007 – January 2009

Verizon

Verizon FIOS Support Center

FIOS Support Analyst

Provided full technical support for Verizon’s FIOS Services to include Television Service set top box activation and troubleshooting, high speed Broadband Internet support including router setup and troubleshooting and Digital Voice support including voicemail issues and other service related issues.

July 2006 – March 2007

WDS Global

Tier 3 Technical Support

Provided technical support for numerous contracts including AT&T/Cingular Cellular Services to include online connectivity and email setup on client customer devices to include Blackberry and others.

Jan 2006 – June 2006

Blockbuster Video

Customer Service Representative

Provided customer service, front counter and on-line rentals. Restock of returns.

Jan 2005 – Oct 2005

West/Earthlink

TRON Agent/Tier2 Technician

Started as an Earthlink Dial-Up Tech Support Agent and progressed quickly through training. Achieving mastery in skill sets to include Dial-Up, Broadband- Satellite and DSL, as well as Tier2 Ticketed Response Operations Network where I acted as a liaison between Earthlink customers and the DSL line service providers and telephone companies as well as provided various levels of customer service and technical support.

Oct 2001 – Oct 2004

Royal Management Corp.

Operations Auditor

I was an Operations Auditor for Royal Management, we own/operate more than 220 small loan offices throughout the U.S. My primary duties have been, but are not limited to auditing the offices, terminating and hiring staff, training staff on the basics of lending, reading credit

bureau reports, collections tactics etc.., running the offices for short periods of time, working exception reports while at the home office, generating audit letters and investigating returned audit letters. The completion of my duties included extensive travel.

Feb 2001 - Oct 2001

Alamo Body and Paint

Customer Service Manager/Service Writer

I started with Alamo Body and Paint as a trainee service writer and received training in both Pathways Collision Estimating software and the Mitchell Management System. I worked closely with the shop analyst for the first 3 months learning the basics of collision estimating, then worked at the San Pedro flagship office doing all walk-in estimates and assisting on numerous insurance accounts.

April 1998 - Feb 2001

Best Buy Store #201

Services Technician/Lead P.C. Tech

I held the position of Lead P.C. Tech. up until the P.C. bench and A/V benches were combined to create the Services bench at which time I remained in charge of the P.C. operations to include managing up to ten technicians. I handled the problem upgrades and repairs on customer units and trained new technicians.

Nov 1997 - April 1998

Manpower Technical

Test Operator

Six month Contract as a Test Operator in Sony's Fabrication Test Department. Trained in the use of several devices used to test semiconductor product.

1989 - 1997

ABM Security @ Sony Semiconductors

Shift Supervisor

As a security professional at Sony my duties included but were not limited to background investigations, Central Control Station coordination, Field Training Officer, Shift Supervisor. I have an exemplary performance record with numerous awards and commendations, including having been selected as Employee of the Quarter more times than any other employee on record.

Education:

Palo Alto Community College 1991 - 1992

Associate of Applied Science - Aeronautics and Computer Sciences

Univ. of Minn. - Duluth 1982 - 1983

Business Admin./Aerospace Science

Completed one year of Air Force ROTC before going into the U.S. Army

U. S. Army Warrant Officer Candidate Development Course

Work References:

Bob Sanders Senior Manager at CPS Energy, PH# 210-***-**** Email: advz61@r.postjobfree.com

Christopher Wilson Business Support Analyst III at CPS Energy, PH# 210-***-**** Email: advz61@r.postjobfree.com

Bernadine Lawrence Business Support Analyst IV at CPS Energy, PH# 210-***-**** Email: advz61@r.postjobfree.com

Luis Rodriguez CEO of Modern Managed IT, PH# 210-***-**** Email: advz61@r.postjobfree.com

Contact this candidate