Support Engineer Desktop
Resume:
Carlos L. Diaz
Resume
Proficient at Hardware & Software Installations and
Setups. Highly driven and well- qualified Systems
Hardware Enginer and Client Services Specialist.
Expert in handling complex customer issues while
promoting positive experiences, with over thirty
years of technology support knowledge and
success at installing, configuring, troubleshooting, repairing hardware, software, and peripherals.
Extensive experience in desktop support and
networking. Strong technical support background
in multi platform systems. Adept at installing,
configuring, and troubleshooting servers and
workstations. Superior soft skills aimed at minimizing customer stress levels by explaining problem
solutions in clear simple terms.
Contact
Address
Elizabeth, NJ, 07208
Phone
ady0st@r.postjobfree.com
Skills
[Software]
expertise Excellent
Customer
service skills Excellent
Training
expertise Excellent
Problem-
Solving Excellent
Work History
Reverse Logistics Associate
Amazon Reverse Logistics, Avenel, NJ
Processed returned goods and items from
customers and associate vendors prioritizing
them for refurbishment, re-boxing, and
reintroduction into the resale system or
removed them from the resale system and
redirected them to liquidator wholesalers or
Ware- house deals bargains for retail resale.
Collaborated with shipping department staff to
facilitate smooth materials returns to correct
vendors.
2021-11 -
2022-06
Client Support Representative
Liz Claiborne Inc, North Bergen, NJ
Worked on a team of Hardware Technicians
that Stripped down all old deprecated
Computer Desktops, Servers, Printer, and other
components to their respective hardware parts
2011-01 -
2011-12
Excellent
Communicati
on
Excellent
Deadline and
scheduling
management
Excellent
Operational
efficiency Excellent
Languages
Spanish
Fully fluent Read & Write
Spanish.
for salvage and recyclers of electronic
components.
Degaussed and erased all Back up tapes, hard
drives, and Solid State Devices of all data
before turning them over to the recycle salvage
teams for disposal.
This was done due to Liz Claiborne going out of
business and selling its brands and assets.
Client Services Specialist
Adsend / Vio Inc, Cranbury, NJ
Responded to email and telephone requests for
assistance and technical support from internal
end users on a variety of hardware and
software problems relating to operating system
issues, communication problems, and
transmission failures of Ads via the Adsend Web
Portal including application support, system
access support, and database support
Provided follow-up client contact to ensure
satisfactory resolution of support requests for the purpose of obtaining client feedback on how
support services might be improved and
enhanced
Read technical manuals, and attended
conferences and training seminars necessary to
maintain the viability of the Adsend web portal
Executed System Administrator commands to
monitor client input via the Adsend Portal for
errors and and insure correct operations.
Helped large volume of customers every day
with positive attitude and focus on customer
satisfaction.
2008-03 -
2009-06
Customer Support Specialist
Cegedim, Bedminster, NJ
Provided technical support to the field
pharmaceutical sales workforces of both Eli Lily
& Co.
Supported Ethicon Endo Surgery Surgical
2006-09 -
2008-03
Toolkits.
Contributed to the resolution of Database issues
pertaining to the allocation, tracking, and
distribution of medical samples via respective
representatives to registered medical providers
and Doctors
Executed the resetting of encrypted certificates
and passwords of USB data Tokens for secure
remote VPN access connection via end users
laptops to the Lily and Ethicon databases
Provided support for the return of failed or
damaged laptops and their peripherals with
direct replacement to end users.
Provided primary customer support to internal
and external customers.
Helpdesk Analyst
Bristol Myers Squibb, Skillman, NJ
Assisted the Bristol Myers Corporate Help Desk in
support of its global operations to its employees
by assigning trouble tickets via Remedy to
appropriate response personnel
Executed LDAP authentication of users and
password management for access to
applications and validated systems
Rendered Software support of Microsoft Office
and Thunderbird email
Performed direct remote access via Timbuktu
and Novell Console One of end users laptops
for resolution of complex application problems
Escalated support of Lanier Printers and Multi
Function devices to the appropriate contracted
vendors for repair and replacement
Provided Direct phone support and redirection
to escalation teams for scientific,
pharmaceutical, SAP, mainframe, and mission
critical issues
Provided direct Spanish bi-lingual support of
BMS users in Mexico, Puerto Rico, and Central
and South America.
Provided basic end-user troubleshooting and
2006-06 -
2006-09
desktop support.
Documented support interactions for future
reference.
Customer Care Technical Associate
Vonage America Inc, Holmdel, NJ
Answered and resolved customer questions and
issues concerning VoIP service
Provided assistance and walk throughs in the
installation and setup of Vonage devices
(Routers & Phones)
Assisted customers with problems relating to
Local Number Porting (LNP), pending orders,
and billing
Provided bilingual support to Spanish speaking
customers.
Followed up on outstanding issues to complete
resolutions and maintain customer satisfaction.
2005-01 -
2006-09
IT Support Services Consultant
Blue Hill Data, Pearl River, NY
IT Contractor servicing various private clients
and service providers., Supervised the
installation, implementation, and configuration
of Sun Ultra Enterprise Servers for Verizon
Communications
Implemented continuous VTS testing of Sun Ultra
Enterprise Servers as a preventive maintenance
strategy to minimize server down time
Implemented and supervised the distribution of
work and training schedules to the onsite Sun
Microsystems support Engineers
Installed, configured, and supported Sun
Enterprise Servers for Verizon Wireless
Communications Data Center,
Created and administered the maintenance
schedules for all Sun Ultra Enterprise servers and UltraSPARC Workstations.
2002-01 -
2005-01
2001-01 - Computer Deployment Specialist
Alternative Resources Corporation, New York, NY
Installed and configured workstations in the
implementation of the IMPB New Hardware
Development Project for JP Morgan - Chase
Manhattan Bank NYC
Deployed, installed, configured, and tested
2100 Dell NT Workstations under the supervision
of Bluecurrent Asset Management group
headquartered in Chicago IL.
2002-01
Sun Microsystems Support Engineer
Decision One Corporation, Edison, NJ
Sun Microsystems trained and certified lead
supervising Engineer responsible for the
365/24/7 support of the 200+ Sun Ultra Enterprise
Servers at Verizon Communications
Supervised the installation, implementation, and
configuration of Sun Ultra Enterprise Servers for
Verizon
Communications.
Implemented continuous VTS testing of Sun Ultra
Enterprise
Servers as a preventive maintenance strategy
to minimize
server down time.
Implemented and supervised the distribution of
work and
training schedules to the onsite Sun
Microsystems support
Engineers.
Installed, configured, and supported Sun
Enterprise
Servers for Verizon Wireless Communications
Data Center Orangeburg, NY.
Created and administered the maintenance
schedules for all
Sun Ultra Enterprise servers and UltraSPARC
Workstations.
Patched software and installed new versions to
eliminate security problems and protect data.
2000-01 -
2001-01
Minolta Information Systems Support
Engineer
Minolta Information Systems Inc, Mahwah, NJ
Minolta Information Systems trained and
Certified Support Engineer for Minolta Imaging
and data storage products
Supported Minolta MI3MS 3000 Plus Imaging
and Information Management System products
to Enterprise Corporate clients and
independent OEM vendors
Provided technical support for Minolta DocX
COLD (Computer Output to Laser Disc) Imaging
and Information Management Systems along
with support for Minolta ICE imaging and
Information Management for Minolta Kofax
Advanced Optical Services Systems
Provided support for Centura SQLBase Desktop
Server Database and related products.
1999-01 -
2000-01
Y2K Compliance Deployment Specialist
DFG Staffing Inc, Englewood Cliffs, NJ
Assisted in the Y2K Hardware & Software
Compliance Project for Bestfoods Inc
Installed, configured, and tested Y2K compliant
software applications on Y2K Compliant Dell
Windows NT 4.0 Workstation testbeds in
preparation for deployment
Built, installed, tested
And supported approved Y2K compliant
applications on 900+ Dell Workstations and
made ready for deployment
Migrated existing Windows for Workgroups 3.11
end users to Y2K compliant Dell NT Workstations
Installed and configured Y2K lotus notes on all
new Dell NT Workstations
Installed and configured Y2K SAP application
on all new NT Workstations
Installed and configured Y2K Microsoft Office
Professional on all Y2K PC builds and performed
hardware memory upgrades of SIMM modules,
1998-01 -
1999-01
CPU's, and NIC cards as needed
Helped Deploy the new 900+ Y2K Dell
Workstations to end users.
MagicSolutions Systems Integrator
MagicSolutions Inc, Paramus, NJ
MagicUniversity trained and certified
SupportMagic Systems Integrator
Installed, configured, and implemented
SupportMagic Enterprise 4.0 Client/Server Help
Desk Asset Management Tracking System for
Corporate Enterprise clients
Performed custom tailored SupportMagic
installations for individual client business needs Implemented database conversions for
integration with SupportMagic with output to
Crystal Reports.
Created patches and solutions to fix bugs in
existing applications.
Provided comprehensive training to internal
and off-site users to optimize systems
maintenance and resolve recurring issues.
1998-01 -
1999-01
Senior Computer Services Engineer
Techniserv Inc, Teaneck, NJ
Performed Hardware/Software Break-Fix
troubleshooting and repair of PC Computers,
Printers, and peripherals for corporate
enterprise clients
Provided Desktop support of applications and
end user training of corporate clients
Performed Network installation, configuration,
and administration tasks for corporate clients
and enterprises.
1997-01 -
1998-01
Computer Support Engineer
Matsushita Electric, Seacaucus, NJ
Installed and configured all new computers for
corporate end users
Diagnosed and repaired PC's on site
1996-01 -
1997-01
Performed hardware and software upgrades as
needed
Provided desktop support of corporate
approved applications
Installed and configured IBM Token Ring LAN.
Network Support Engineer
Wyeth Ayerst Labs, Pearl River, NY
Installed and configured Mac Workstations to
Ethernet LAN
Performed Hardware & Software Desktop
support of Workstations
Performed Hardware & Software upgrades as
needed.
1995-01 -
1996-01
Novell Network Engineer
Pershing Financial, Jersey City
Installed, configured, and maintained Novell
Netware 3.11 Servers and LAN
Executed network DAT backups on HP Tape
Drives
Performed desktop support of applications
Performed hardware and software upgrades of
IBM laptops
Repaired and upgraded PC Workstations on
site.
1994-01 -
1995-01
Computer Hardware Specialist
Pratt Institute of Professional Studies, New York, NY
* Member of the Faculty of the School
Administrative Staff.
* Supervised, maintained, and operated the Pratt
Manhattan
Computer Graphics Lab for students, instructors,
and staff
members.
* Administered and maintained UNIX server Star
LAN Network
with DOS and Window clients.
* Administered and maintained Apple Talk - Apple
1993-01 -
1994-01
Share Peer
to peer network of 150 Macs.
* Performed desktop hardware and software
support of
graphics applications vital to students, teachers, and
staff personnel.
* Repaired all Macintosh, Windows PC's, and
related
peripherals to insure the continued viability of the Computer Graphics Lab.
* Purchased all computer hardware and software
for the
Computer Graphics Lab..
* Operated and maintained the on-site Campus
Apple Store.
* Maintained the proper Licensing of all Academic
Software.
Technical Service Representative
Internal Revenue Service, Edison, NJ
Diagnosed and corrected ADP (Automated
Data Processing) problems
Corrected inaccurate cross linked data files on
IDRS (Integrated Data Retrieval System).
1991-01 -
1993-01
Computer Database Support Specialist
Bennett & Bennett Attorneys at law, West New
York, NJ
Supervised IBM Token Ring LAN and server
Maintained PINS (Personal Injury Negligence
System) a relational client tracking software
database
Executed daily backups and updates to PINS
Performed hardware and software installations,
configurations, and maintenance.
1990-01 -
1991-01
Computer Database Support Specialist
R.J. Hughes Justice Complex, Trenton, NJ
Researched, codified, and compiled data for
1988-01 -
1989-01
the Death Penalty Proportionality Review Study
database for the Administrative Office of The
Courts Criminal Investigations Division.
Education
Some College (No Degree): Public
Interest Law Studies
CUNY Law School At Queens College - Queens, NY
Completed first year curriculum of law studies 32
credits
1985-09 -
1986-06
B.F.A. - Bachelor of Fine Arts: Film & TV
New York University - New York, New York
Received Dr. Martin Luther King Jr. Scholarship
Fund
Cumulative Dean's List Spring 1973 Bronx
Community College -The City University of New
York .
Cumulative Dean's List Fall1973 Bronx
Community College -The City University of New
York .
Cumulative Dean's List Spring1974 Bronx
Community College -The City University of New
York .
1973-09 -
1977-07
Sun Microsystems Support Engineer -
Sun Microsystems Ultra Enterprise Server
Maintenance
. Accreditation year
Sun Microsystems Support Engineer -
Sun Microsystems Solaris 2. x Essentials
for System Maintainers.
Sun Microsystems Support Engineer -
Sun Microsystems SPARC Desktop
Systems Maintenance.
Minolta Information Systems
MI3MS 3000
Support Engineer - Minolta
Plus Technology Training Program
Magic Solutions SupportMagic Systems Integrator -
MagicUniversity SMSQL101: Using the
SupportMagic Enterprise Edition. Accreditation
year
SupportMagic Enterprise Edition
Magic Solutions SupportMagic Systems Integrator -
MagicUniversity SMSQL202: Implementing the, .
Accreditation year
Additional Information
Awards:, Scholarship Recipient, Dr. Martin
Luther King Jr.
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