Customer Service Call Center

Ronald Bueno

*** *** ***** ****, *******, Georgia 30017 H: 470-***-**** C: 917-***-**** ***********@*****.***

Professional Summary

A skilled MCSE, A+ Trained IT Professional with more than 20 years experience in PC/Desktop/Server/Storage hardware, software installation and configuration, dedicated to providing superior customer service, detailed and results oriented.

Skills

· Operating systems Windows 7,8,10 Windows Servers 2000, 2003, 2008, 2010, 2012 .Knowledge of Microsoft applications

· Experience troubleshooting Network related issues (Network Protocols, TCP/IP, DHCP, DNS)

· Experience with LAN/WAM and WiFI troubleshooting

. Email Support/Call center Experience

· Experience with storage technologies (SAS, SATA, SASI, RAID, Fiber) Server and SAN Scalability and Blade Technology

· PC/ Desktop/Server/Storage deployment, Imaging profiles, installation and configuration

· Experience with ServiceNow and Active Directory, Zendesk Remote Access Tools, Ultraviewer Anydesk, Techsee

· Help desk /Call center environment Experience: proven superior customer services support. A high level of root cause analysis, issue resolution, ticket creation and escalation process.

Work History

DigitalTechGadget.Com-Owner/Operator, October 2023 – Present

Elite Marketing Development LLC

Developing and building a E-commerce business in the Home office workplace sector.

Visit https://digitaltechgadgets.com/ to learn more about these incredible workplace marvels, and other products including surveillance cameras, speakers, and more where ergonomic excellence meets technology.

EUC Deskside Support L1 Agent, July 2023 - May 2024

Honeywell Aerospace Government- Iron Systems

Manage Desktop device(hardware, software and connectivity) incidents through to resolution

Manage IMAC and desk-side support services

Manage hard and software break/fix services for laptops and desktops.

Provide standard and approved hard and software (OD and standard office apps) support and maintenance on desktop devices for the entire life cycle(including the remote management of desktop devices using appropriate tools and apps).

Support, Manage, Optimize, and Maintain the configuration and installation of the Desktops and Laptops, including, but not limited to, patch updates and vendor-provided hardware replacements

Ensure Desktop and Laptop images and images are according to the database and role.

Monitor Security profile and Anti-virus Software on all devices and take appropriate preventive action in the event of non-compliance with security requirements.

Provide VIP support for Desk side issues as per contract and be the point of contact on-site for all IT-related issues if no other IT support team is available.

Premium Technical Support-Remoter Support Agent, May 2022 –May2023

Innover Digital LLC – Frontier Communications Inc.

24x7 operation & responding in accordance to contractual SLA

Provide technical diagnostics & repairs to existing client accounts

Maintain a rapport with clients by examining complaints and suggesting viable solutions

Document services and installations actions by entering state of completion reports (Zendesk)

Update knowledge base, improve operational procedures participate in educational & training opportunities

Provide end-user support (IT incident, problem on request tickets and dispatch for service) for all the end user

Based systems (business and/or residential customers applications, devices, etc)

Northside Glenridge Point, 11/29/21 – 2/18/22

Cerner Hardware Rollout Implementation Project

Provide individualized hardware rollouts including image PC’s, printers, monitors, scanners for physician practices in the Northside network

Responding to service tickets according to SLA

When needed, research & resolve issues & questions regarding PC configuration and hardware, printers, desktop application, core clinical & financial systems and other general systems issues. Provide software education to employees.

Observe HIPPA and NS proper practices

Hardware/Software Configuration Analyst, 7/16/20- 11/19/21

Teksystems, for Northside Hospital-Gwinnett

Windows 10 Upgrade Project

Imagine, configure& install PC’s & Laptops

Respond to service ticket according to SLA

Knowledge of SCCM for software deployments on new PC’s

Knowledge of Microsoft Active Directory, services, window 10.7.8.XP, operating systems, Windows Servers, Encryptions products, and standard networking, protocols (including TCP/IP and Ethernet)

Knowledge of VPN and Remote computer access (Remote Desktop Connection, Dameware)

Service Now Experience

Assist with inventory control

Hardware and software troubleshooting.

Setup, Image and ship End-user computer hardware.

Problem Escalation to next level support for incidents that cannot be resolved or are recurring on a periodic basis.

Initial assessment and troubleshooting to resolve the incident..

Deploy Branch Manager Laptop Project, Provision, ship, track and schedule Laptop installations.

Reimage DR Laptops for repurposing.

Image and configure Laptops, Desktops, Mini’s,iPad’s and Macs

Basic troubleshooting, escalation and DOAs

Hardware part upgrades and replacements

Track orders through integration process to Quality Assurance

Inventory tracking to meet delivery deadlines

Assets and safety tagging

Coordinated with supervisor for resource allocation

Train new team members

Warranty Repair Technician-Field Technician, 04/2019 to 06/2019

Red Knight Solution LLC – Atlanta, GA

Responsible for control and return of assets and inventory

Accepting and delivery of all service calls assigned

Provide customer break fix support for (Dell &HPE) designated equipment ( PC/Laptops/Server)

Provide technical support to customers on-site

Provide superior customer service

Server Desk Analyst, 03/2017 to 04/2018

Wellstar Health System, EPIC Implementation Go Live-Marietta, GA

Provided phone Technical support to over 800 new end-users for Wellstar Health Care GoLive Project.

Provided Tier I Hardware/software support for the GoLive on-boarding project for 5 new hospitals and 11 new

Medical groups for the Wellstar Health Care System

Assist end-users with remote and local network access to the EHR(Electronic Health Records) system known as EPIC.

Provided Technical support with PPG encryption and configuration for remote end-users via VPN access using Citrix receiver and Citrix XenDeskTop.

Assist users with Technical support experiencing issues with remote access fro their home PC’s or Laptop’s by use of Symantac PC Anywhere or VMWare Horizon Client.

Verified end-users account information as well as assist and perform password resets.

Provide service ticket creation and escalation within the prescribed SLA in accordance with company standard and practices. Worked within HIPPA regulations.

Remote Technical Support Specialist, 04/2007 to 12/2016

IBM at Highlands for CCI – Smyrna GA

Provide phone and Email technical support for large enterprise such as WalMart, The Gap, Cisco and Federal accounts.

Provide warranty hardware break/fix and technical problem determination For IBM System X, X Series, entry level high-end Servers, Storage Devices, Lenovo Thinkstations and Thinkservers.

Provide support for installation and configuration of servers

Review diagnostic information to assist in isolation of root issues.

Collaborate with other support units to provide seamless problem resolution.

Provide Technical Support and service delivery within established IBM guidelines using the CROSS ticket tracking system, Lotus note and technical resource data base to provide the highest level of customer satisfaction.

Technical Contractor, 06/2006 to 04/2007

TSI-Technical System Integrators – Tyrone, GA

Ghosting Profiles for Elementary, Middle and High schools

Desktop and laptop Configuration and Installation

Laptop Portable Labs and wireless network configuration

Order Filling for smaller projects

Certified Dell Customer Soft Skills Training

Education

Associate of Science: Certified Systems Engineer Program – 2002 Computer Career Center -Queens, NY

Associate of Science: Electrical Engineering Technology-1986 Queensborough Community College- Bayside, NY

Associate of Science: Electrical Engineering Technology-1983 New York City Technical College-Brooklyn, NY

Accomplishments

IBM Certification of Excellence for Customer Service -2008

The Queens County Bar Association Certification of Appreciation for Excellence in Customer Service-2005

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