Customer Service Desktop Support

Raquel Lazo

Cell: 404-***-**** • **********@****.***

**** ***** **** ~ Houston, TX 77056

Objective

To secure a permanent opportunity with a company that will allow me to utilize my creative problem-solving and technical skills. I seek to obtain a developmental position, in a challenging environment that focuses on the applications of technology to enterprise knowledge management, distributed computing, systems engineering and design. I am confident that, given the opportunity, any future employer will find that I am highly career motivated and willing to diversify my skill set to reach maximum profits and mutual growth.

Employment

IBM

Server/Desktop Support Specialist May 2016-Aug2024 Tim Aden 770-***-****

Received/Created nationwide calls for IBM servers with hardware issues.

Assisted customers through setup of new server hardware including BIOS/Boot settings to ensure all hardware/applications are running and communicating within their network.

Processed new hire setup requests which include creating email access along with permissions respective to software assigned per department role which included Single Sign On access using Microsoft 365 Azure cloud permissions.

Prioritized tickets based on severity and business impact, escalating critical issues as needed.

Provided troubleshooting and instructions to run diagnostics for servers, including 70+ different server models

Analyzed and diagnosed failures and provided action plans meeting customer service level agreements

Dispatched replacement server hardware and provided action plans with a 90% resolve accuracy rate

Provided Lead technical support for in-house employees including laptop deployment and troubleshooting of any hardware/software issues. Provided support for escalated tickets from level 1 Desktop team.

Starpak / Five Star Management

Executive Assistant / Systems Admin December 2012 -March 2016 Maritza Patel 281-***-****

Promoted to the IT department and assisted IT director with projects/upgrades for 6 sister companies (StarPak, Polytex, Jumbo Bag, Freshpak, Superbag, and 5 Star Management).

Troubleshot and diagnosed all computer software or hardware issues received via ticketing system on any company assigned hardware.

Directed training meetings for company database, Radius ERP system upgrade. Developed a training curriculum and reviewed with over 300 end-users on software use and applications in both English and Spanish. Created Power Point and Access Database documents for presentations.

Communicated ticket status updates clearly to end-users, ensuring transparency and timely resolutions.

Created financial and productivity reports using Crystal 11 Enterprise Suites.

Provided technical support for Radius and Macola ERP Systems.

Created user accounts using Active Directory software along with e-mail accounts using Microsoft Exchange.

Used Zendesk as a support ticket system to manage and close tickets based on end-user requests.

Provided support in resolving issues for Microsoft Office Suites- Windows 07, 08 Excel, Word, Outlook and Access database.

Handled support requests for Flexo-Packaging, Metals Production Machines, and Press Operating Machines.

Set up new computers, printers, scanners, Zebra printers for new hires on a daily/weekly/weekend basis.

Set up new hire accounts including email, SharePoint, FTP, and Groups using Microsoft SSO security.

Starpak AR & AP Rep / Cost Analysis March 2009- December 2012 Johnny Hernandez 713-***-****

Moved up from Customer Service department to Accounting. Managed over 270 customer accounts with high volume monthly sales from to $3M-$4M; kept close communication daily with customers and ensured all invoices had been received, paid, or processed for payment.

Provided Level 1 and Level 2 support for Infor ERP users across finance, supply chain, HR, or manufacturing modules.

Provided customer service when issues with a product arose by processing/issuing credits and relaying information to the proper departments regarding correct variance amounts.

Analyzed recurring incidents to recommend long-term solutions and reduce repeat tickets.

Reported weekly to the company president on the status of all accounts; whether outstanding or in need of being reviewed

Resolved application errors, login issues, and user access problems related to Infor CloudSuite or other Infor modules.

Applied payments to both Radius and Macola ERP/ MRP systems and QuickBooks.

Performed comprehensive variance analysis and created extensive monthly reports in job costing to determine root- cause for each significant profit or loss.

Worked with IT/ERP admins to manage user roles and permissions within Infor ERP systems.

Investigated any losses by collecting data and running reports from each department involved.

Starpak Customer Service Rep February 2007- March 2009 Simon Bazbaz 713-***-****

Maintained over 200 accounts, working with current clients in keeping inventory in stock at all sites, including grocery stores, warehouses (including grocery bags, pet food packaging, and plastic labeling for drink products).

Assisted with user provisioning and access management for Infor ERP modules in coordination with the IT security team.

Controlled weekly replenishment for each distribution center along with checking in with plant managers to ensure customer needs are met.

Provided end-user support for Infor ERP applications, including issue identification, resolution, and escalation to the ERP functional/technical teams.

Entered orders using Access database and ERP/SAP order management databases which controlled all inventory processes.

Acosta Construction Services

Office Manager July 2004 - February 2007 Josh Acosta 404-***-****

Typed up invoices and filed by date of completion on services.

Answered inbound calls from customers and sought potential business.

Received and managed office expense bills, operating bills, and payroll.

Controlled petty cash; made copies of receipts and of payments from customers.

Education

Mayde Creek High School - Graduated College Prep Diploma 2004

Georgia Gwinnett College- Associates in Accounting

MCSE

MCSA

Summary of qualifications

Bilingual: Fluent Spanish and English writing, speaking and reading abilities

Microsoft Azure SSO, Macola MRP, Radius ERP, Infor ERP, SAP CRM, PCI databases, Active Directory, Microsoft Exchange, SCCM, Group Policies

Type 50+ WPM, Windows, Windows Server 2022, Microsoft Office 365, Access, Mac OSX, Docusign, Carbon Black Endpoint Protection, Microsoft Azure, SQL scripts, Mimecast, SharePoint, FTP

Cost Accounting Reporting, QuickBooks

VMware management and workstation installations, Apple iOS, Android, Autodesk/AutoCAD, Solidworks, installations, Solar Winds, Zendesk, Service Now, Jira, Citrix, MDM Knox device management, Firewall, VPN Configuration, AD migration, Office 365 Migration, Cameo, Cloud Migration to Azure, Network equipment setup, SQL Server installations

Nutanix, Dell PowerEdge, Lenovo, Thinkserver, System X, and A/V technologies

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