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Customer Service Technical Support

The Hammocks, FL, 33186
September 27, 2023

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Address: ***** ** ** ** ******, MIAMI, FL 33193

Phone: 786-***-****

Email: Summary

I have experience managing and maintaining Forefront Antivirus, WSUS, Symantec Endpoint Protection Manager, and Active Directory servers. I worked in technical support, training, and in the area of process improvement. Among other skills, I excelled in teamwork, customer service, and good relationships. I am looking for a company that allows me to develop my strengths to achieve goals and grow together in an excellent work environment. Education

Universidad Nueva Esparta. September 1990 – November 1996 Bachelor's Degree - Computer Science.


B&R PRODUCTS LLC - Process Improve Coordinator. Miami Fl November 2021 – May 2023 CAREERXCHANGE - Administrative. Outsourced work for B&R Products. Miami Fl. March 2021 - November 2021 Study company processes at all levels, recommend and implement improvements, define responsibilities, train staff, prepare documentation (POE, manuals, guides, etc.), and share it while maintaining company standards and confidentiality. Creation of procedure manuals in SAP. Support to the R&D area in the creation of formulas and experimental codes in SAP.

ABSOLUTE HOME HEALTH - Data Entry. Miami Fl. October 2020 – March 2021 Responsible for seeking coverage when caregivers (HHC) are unable to care for their patients, caregiver search for new patients, assignments, and schedule changes. Help reception with phone calls. ALISS USA - Cashier. Miami Fl. (Seasonal) October 2019- January 2020 Cashier and customer service.

DIVERSO NAIL BAR – Manager. Miami Fl. July 2016 - July 2019 Customer service and appointment planning.

CORPOELEC Corporación Eléctrica Nacional - Manager Operating Systems. Caracas, DF. August 2008 - December 2015

* Coordination of Automation, Technology, and Telecommunications. Administration and maintenance of Windows Server 2003 and UNIX HP-UX. Administration of the Symantec Endpoint Protection Manager platform. Give support to the Helpdesk area in solving problems, documenting them, and giving the necessary training. Coordination and execution of the installation of the Forefront Antivirus platform at a national level that included project planning, generation of 18 antivirus and WSUS servers, process documentation, training for IT personnel in each city, client installation manuals, and training to the Helpdesk area, coordination of activities with the Change Control department, among others.

*Coordination of Environmental Management. Technical support to the Environmental Information Management area. Maintenance, monitoring, and execution of backups of satellite image servers and atmospheric electrical discharges. Manage applications and systems support. In charge of the server room of that department. Support in the generation of meteorological reports and execution of statistical models, sharing the results daily for decision making. FUNDACIÓN INTERNACIONAL PLANETA LIBRE - Administrative Manager. Caracas, DF. December 2007 - August 2008 Based in “Monumento a la Paz de Bello Monte, Caracas.” (The Monument to Peace in Bello Monte, Caracas.)

*Administrative activities: Responsible for the organization and planning of events, collection and billing, customer service, and control of petty cash. Coordinate and give guided tours. *Educational Activities: Local Classroom Coordinator of UNESCO-UCV “Hacia una Cultura de Paz” (Towards a Culture of Peace). Planning, evaluating the chair, and teaching classes. UNESCO in conjunction with the Fundación Internacional Planeta Libre and the School of Medicine of the Universidad Central de Venezuela created this Chair with credits, starting from the principles enunciated in the Charter of the United Nations based on respect for human rights, democracy, tolerance, promotion of development, education for peace, freedom of expression and generate participation to prevent violence, conflicts, and establish peace. EDITORIAL GIRASOL - Technical Writer. Caracas, DF. July 2006 - July 2007 Co-author of Magazine “Computación y Tecnologia”. Attached to Enciclopedia Girasol. (Juan J. Gutiérrez / Luis E. Rincón) from 1st to 6th-grade year 2008-2009.

JUNTOS INSTITUTO DE EDUCACIÓN COMPLEMENTARIA - Consultant/Trainer. Caracas, DF. March 2005 - November 2007 Design of courses, generation of Microsoft Windows and Office manuals (Word, Excel, and PowerPoint), and use of the Explorer browser. Course instructor.

TRAINER - Work Free Lance. Caracas, DF. January 1998 – February 2000 Teach Microsoft Windows, Office, Internet, and FrontPage courses. SERVICIOS SURED TEL, C.A. (TELCEL Affiliate) - Network Administrator Caracas, DF. March 1996 - November 1997 Instruction of courses on the use of Browser Explorer and Internet and creation of manuals. Being a link for the creation of international (.com, .org, etc.) and national (.ve) domains. Support the administrative area. FUNDACIÓN TOGETHER DE VENEZUELA - Network Administrator. Caracas, DF. November 1992 - February 1996

*Network administrator: Net admin, technical support, and training.

*Work Practice: Modify the language structure to generate the TogetherNet Communications System in Spanish. Communication systems are created to share ecological and environmental information.

*Social Internship: “Proyecto Mi compromiso con Venezuela” (My Commitment to Venezuela Project). Visit the non- governmental institutions of Caracas to create a database with relevant information and the objectives of each one. PÉREZ, MENA, EVERZ, BÁEZ, MORALES & ASOCIADOS - Administrative Assistant. Caracas, DF. Nov 1992 - March 1993 Administrative tasks, petty cash, telephone service, coordination of meetings. Courses

Process Management Workshop Sanlez, CA. August 2008 Human Quality for Service Excellence Antonio Pizzolante Touch Consulting October 2008 HP-UX System and Network Administration I HP Education. November 2008 Implementing, Managing, and Maintaining a Microsoft Microsoft Education Center August 2009 Windows Server 2003 Network Infrastructure

Troubleshooting Microsoft Windows Server 2003 Microsoft Education Center August 2009 HP-UX System and Network Administration II HP Education October 2009 HP-UX System and Network Troubleshooting HP Education November 2009 Congress and Workshop

Congreso de Ética, Capital Social y Desarrollo Universidad Simón Bolívar 1996 Ethics, Social Capital, and Development Congress

El Futuro de las Telecomunicaciones. Exponent Universidad Simón Bolívar 1996 The Future of Telecommunications.

Congreso de Desarrollo Sustentable Instituto IESA 1998 Sustainable Development Congress

Taller de Negociación y Manejo de Conflictos Fundación Internacional Planeta Libre 2006 Negotiation and Conflict Management Workshop

Skills and abilities

Administration of operating systems, active directory, Fore Front, WSUS, Symantec Endpoint Protection, efficient management of Microsoft Windows and Office, Asana, Visio, and SAP, among others. Intermediate English level. Training, leadership, teamwork, technical writing, planning and negotiation, and conflict management. Personal References

Erika Schell Miami, FL 1+786-***-**** Karina Gutiérrez Miami, FL 1+786-***-**** Liliana Urdaneta Miami, FL 1+786-***-****

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