Desktop Analyst Customer Service

HUMBERTO RODRIGUEZ

(C) 954-***-**** ********************@*****.*** 700 NW 78 Ave Plantation, FL 33024 apt 1119

SUMMARY

Network Administrator/Helpdesk experienced in Network management. Technical background in imaging, printer installation, memory installation, hard drive installation, motherboard replacement and general troubleshooting. Seeking challenging positions with opportunities for expanding upon existing skill base.

SKILLS

Bilingual English/Spanish CCNA certified Windows 7/10 proficient

Call center management experience Computer diagnostics and repair Strong communication skills

High customer service standards Proficient in Cloud computing MS Office proficient

System administration

Heavy user of Active Directory

EXPERIENCE

Helpdesk Tech, Foreyes, May 2022

Assist external users with hardware and software issues to obtain optimum experience while they perform their work within a retail environment.

Remote into client desktop/laptops and troubleshoot desktop issues pertaining to Microsoft Office applications.

Maintain network stability using Meraki software.

Validate network activity during high traffic in the network.

Troubleshoot ip phones. Cisco, Avaya and Polycom

Verify network connectivity using CISCO IOS when a specific network port is out of service.

Validate vlan connectivity to make critical departments stay active during high traffic usage.

Perform moves, adds and changes within the client’s establishment.

Validate users using Active Directory

Create new user within Active Directory

Assign group Policy to newly hired employees.

Trouble shoot printing issues in client’s office.

Dispatch vendors (Verizon, ATT and Lumen) to troubleshoot any data high issues from LEC to the drop off point in the in-house patch panel.

Trace cat 5 cable from the jack on the wall the 110 block in the Wiring closet

Service Desk Analyst, HealthTrust, April 2017-May 2022 Sunrise, Florida

Provide base level IT support to in-host clients.

Troubleshoot hardware issues and worked with service providers to facilitate repairs Track and priority trouble tickets using BMC Track-it

Manage users and peripherals rights using Active Directory Perform move, adds and changes for 200 clients.

Image laptops and desktops with Windows 10 OS

Perform remote troubleshoot to end users within the continental US and UK Conduct computer diagnostics to investigate and resolve hardware issue. Set up equipment for employee use.

Worked closely with clients for the duration of projects.

Level 2 Desktop Analyst, Consulting at UDT/Bank United, November 2015-March 2017 Miami Lakes, FL

Oversaw a decrease in average daily Help Desk tickets by 15%.

Served as Network Administrator for department's LAN consisting of approximately 200 workstations, 4 servers and 1 test-lab system.

Heavy usage of Active Directory to manage client profiles and peripheral equipment within several domains.

Exceeded corporate target for customer satisfaction for 2 months in a row. Responded to customer request to troubleshoot a desktop issue

Utilize customer service skills to train client with their newly installed apps Utilize SCCM to customize installation of Software and deployment Delivered printing solutions to peripheral such as copiers and scanners Setup desktop/laptop at user work-space according to client spec

Used VPN access as remote troubleshooting tool to resolve client tech issues Acted as liaison between customer and vendor to negotiate the purchase of new equipment.

Built customer loyalty by placing follow-up calls for customers who reported product issues.

Customer Service Analyst, R Moblie Software, May 2011-October 2015 Miami Gardens, FL

Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders.

Demonstrated mastery of customer service call within specified timeframes. Addressed customer service inquiries in a timely and accurate fashion.

Participated in a team of 4 of the company's only bilingual Spanish/English customer service representatives.

Led a team of customer service representatives to increase service center profitability

.Provided accurate and appropriate information in response to customer inquiries. Computed accurate sales prices for purchase transactions.

Provided accurate and appropriate information in response to customer inquiries. Collected customer feedback and made process changes to exceed customer satisfaction goals.

Network Engineer, Employed by HP/AT&T/IBM at Bank of America, June 2000-May 2011 New York, NY

Troubleshoot network outages within layer 2 and 3 environment Provide lan analysis and technical support to end users Resolve data highway issues on 5500 and 6500 switches Install MPLS network connectivity Provide end use customer satisfaction report Coordinate off hour testing with clients to validate connectivity Provide support for IMACS.

Helpdesk Analyst, Paine Webber/UBS, May 1990-June 2001 Weehawken, NJ

Assist in the installation and configuration of servers and worksation Reconfigure Frame Relay to recover outages Phone support for 13000 users based on hardware and software issues Managed trouble tickets according to severity and time sensitivity.

EDUCATION AND TRAINING

Computer Operations, Chubb Institute, Jersey City NJ USA 1989

Network Admin, Metroolitan Institute of Technology, Newark NJ USA 1987

Intended

Computer Science, kean College, Elizabeth NJ USA 1985

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