Customer Support Specialist
Resume:
D E Y A N I R A R A N G E L
Chicago, IL 60608 *******.****@*****.***
OBJECTIVE
To obtain a challenging position that will allow me to enhance my 20-plus years of experience in leadership and coaching abilities. Expand my technical knowledge, while proving myself worthy to the company. SUMMARY OF QUALIFICATIONS
Bilingual, English, and Spanish.
Strong problem solving, evaluate alternatives and make recommendations and willingness to take initiative in the absence of supervision.
Committed with providing quality customer service with clients and customers, including the general public, or organizations outside the Government to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations.
Superior ability to explain technical issues in a manner that is easily comprehensible to end-users.
Technical experience in systems support and management.
Hands-on experience with systems administration/desktop and with upgrading computer systems hardware components and software applications.
Work on functions that involve the planning, analysis, design, development, testing, quality assurance, configuration, installation, implementation, integration, maintenance, and/or management of networked systems.
Oral Communication with ideas or facts to individuals or groups effectively, considering the audience and nature of the information with clear and convincing oral presentations, listens to others with Attention to Detail and responding appropriately.
Provides approved IT Hardware and application support and guidance (in person or via phone, e-mail, facsimile, remote desktop diagnostic tools (e.g., GoToAssist), or at off-site locations) to regional users.
Design, develop and/or disseminate visual aids to enhance end user proficiency of approved application software.
Manage and maintain all electronic inventory records for all approved IT electronic devices in the region. Provides inventory data (bar codes, serial number, manufacturer, etc) to the Regional Administrative Officer (AO) in a timely manner.
Assist regional users in developing technical requirements to support specialized information needs which may include data collection tools, collaborative environments (SharePoint), new reports, CCM capabilities, etc. Attention to Detail: able to perform work which requires attention to detail (i.e., designing, developing, modifying, testing, and implementing new or existing software applications).
Customer Service: I have the ability to work with clients and customers (that is, any individuals who use or receive the services or products that the IT unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, and/or satisfy their expectations.
Oral Communication: I am able to communicate effectively with employees in the agency, and with the general public, to plan, coordinate, or advise on work efforts, and to resolve issues with operating problems.
Problem Solving: Experience analyzing processes and existing systems and use concepts of process reengineering for the purpose of streamlining, consolidating, integrating, interfacing, and providing increased efficiencies for IT systems.
CompTIA Security+ (04/2012)
Microsoft Certified Professional with Windows 7
TECHNICAL EXPERIENCE
Configured, Install, troubleshoot PC’s, printers, multi-function copiers and mass storage devices on the local network using port security with over 4500 users.
Active Directory administration including tailoring organizational units and group structure
Install, configure and troubleshoot PC components with Windows 7 and Windows 10
Used network monitoring tools; created counters and performance alerts.
Troubleshoot TCP/IP connectivity with Windows 7 and 10.
Managing domain servers and troubleshooting clients.
Configure and use remote access services, update network communications.
Document and track all peripherals and network issues.
Backup and restore files; recover data and deleted files.
Software experience with Citrix, Remote Desktop Support (RDP), Symantec Endpoint and Ghost Imaging
Experience with utilizing a variety of tools and applications to organize and analyze data.
Experience participating in and/or managing IT projects (i.e., technology refresh).
Experience as a level one helpdesk technician or above with remote desktop experience. WORK HISTORY
06/2019 – 12/2022 UnikaTech Solutions Inc. Chicago, Illinois Information Technology Supervisor
UniKaTech works with clients and customers that is, any individuals who use or receive the services or products that the IT unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government to assess their needs, provide information or assistance, resolve their problems, and/or satisfy their needs and expectations. We specialize in a wide range of services, including on-site IT support services to keep your systems productive & reliable.
Help desk support
Configuration and support of Windows and Mac System
Support of Windows Server Management
Configuration and support of Network infrastructure
Implementation of Network Monitoring system
Installation of Security Systems
Responsible for implementing Disaster recovery procedures.
Implementation of Network security appliances
Installation of Network Infrastructure such as cabling planning, and cabling management systems, upgrade cabling, network equipment, network rack, patch panels, PC's, WIFI access points, printers, and other critical business information technology infrastructure, which requires hands on assistance. 10/2013 – 10/2018 Lutheran Life Communities/Renaissance Chicago, Illinois Information Technology Specialist
Provide service and customer support during field visits and telephone support to company Help Desk hotline diagnose errors or technical problems and determine proper solutions. Able to work independently with no supervision and manage service calls that require more time than anticipated without becoming frustrated or rushing through a job and making sure the customer is satisfied. Ability to diagnose and solve problems from non-technical descriptions provided by customers. Coordinate and schedule work with vendor service providers. Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, and determines and implements solution. Gain feedback from customers about computer usage to determine nature of problem. Walk customer through problem-solving process. Install, modify, and repair computer hardware and software. Follow up with customers to ensure issue has been resolved. Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. Train computer users. Maintain daily performance of computer systems. Perform back-up, recovery, image new computers, create and manage user accounts in Active Directory. 10/2011 – 10/2013 Department of the Navy/ Naval Medical East /AIS Technology Great Lakes, IL Information Technology Specialist
This position requires a Top-Secret Security Clearance (completed) Initial points of contact with imaging and the deployment of over 500 new PC’s (assisted operating systems installations with ghost imaging / local machine settings and network configuration). Install, assembles and configures computers, laptops, monitors, network infrastructure and peripherals such as printers, scanners and related hardware. Install, configures and upgrades operating systems and software, using standard business and administrative packages; modify specific applications for use in operational departments. Troubleshoots problems make repairs and corrections where required with computer systems, including hardware and software, e-mail, network and peripheral equipment; Make hardware and software acquisition recommendations including helping users assess needs and providing justification for equipment and services. Including work processing, spreadsheets and database management; provide instruction or written documentation where required. Assists with the planning, design, research and acquisition of new or upgraded hardware and software systems; maintains current knowledge of hardware, software and network technology and recommend modifications as necessary. Acquire and maintain expert knowledge of emerging desktop technologies and software applications. Ensure all support calls and trouble tickets are entered and updated in the Help Desk software, with appropriate information to ensure consistency. Instructed staff in the use of standard business and administrative software. Educate and provide instructions to users in the operation and use of desktop applications software. Mentor and assists junior technicians. Manages information security within areas of responsibility to assure that computer system security and confidentiality of sensitive information is maintained, and that employee access to sensitive information is limited only to that which the employee requires to perform their duties. Take action as necessary to report and address violations of information security. Serve as a primary and alternate systems administrator to a wide variety of information systems, along with overall management and technical responsibility for the day-to-day operation and maintenance of the information systems assigned. Standardize and integrate processes, technologies, and methodologies involving Navy Medicine Network Information Technology Enterprise process and support services. Evaluate information systems and conduct risk vulnerability assessments of planned and installed systems to identify vulnerabilities and risks, and provide cost effective methods to mitigate security vulnerabilities and risks. Participate in network and system design to ensure implementation of appropriate system security and policies. Support the Information Assurance Vulnerability Management (IAVM) program applying mitigation strategies through computer configuration settings and validating Patch management requirements for Information Assurance Alerts, Bulletins, and Technical Advisors.
6/2011 - 9/2011 Classroom, Inc. Chicago Public Schools, Illinois Tech Site Support Consultant
Provide primary technical support and Customer Service to customers who need advice, assistance, and training in applying hardware and software systems, resolve their problems, or satisfy their expectations. 5/2006– 6/2011 Dr. Computer Chicago, Illinois
Computer Shop Manager / Technician
Provide store management and customer service work with clients and customers to conscientious about attending to detail to satisfied their needs to ensure a successful business. Initial points of contact to provide onsite network installations and repairs for independent businesses. Work on functions that involve the planning, analysis, design, development, testing, and quality assurance. Assist clients with successful sales, product orders, inquiries, and problems. 10/2002 – 12/2005 RR Donnelley/APX Logistics Franklin Park, Illinois Warehouses Operation Supervisor / IT Technical Support Specialist Provide data processing functions such as freight inbounds, support system performance analysis, as well as provide coaching and leadership in a manufacturing environment. Responsible for administration, operation and performance of printers, workstations, and local network infrastructure. Manage the Windows System Update Serve to apply security patches across the clients Active directory schema both internal and external networks. Initial point of contact Provide Customer Service work with clients and customers to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations for troubleshooting, repairing, maintaining and programming critical software, network, and hardware equipment to include Zebra bar- coding printers, electrical scales, scanners, PC systems, and all other office hardware to ensure operation of the facility. Manage most internal customer support issues.
EDUCATION
1999–2002 DeVry University Chicago, Illinois
Associate Applied Science Degree in Electronics and Computer Grade Point Average: 3.3/4
Major courses of study: Pc Hardware, Computer Networking, Industrial Controls Electronics. Deyanira Rangel
3222 S Hoyne Ave 773-***-****
Chicago, IL 60608 *******.****@*****.***
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