Bilingual Technical Support Manager
Resume:
PEDRO ALVARADO
Home 732-***-**** Cellular 201-***-****
WORK EXPERIENCE
Natural Wireless, East Rutherford, New Jersey
Manager, Support Services April 2008-Present
• Ensure customer satisfaction in all transactions made by Natural Wireless.
• Manage remote Call Center activities.
• Development and implementation of all functional processes for a technical support model.
• Respond to all customer inquiries related to service issues.
• Responsible for all client interactions.
• Manage support staff and coordinate all customer on-site visits and installations.
• Manage Customer Satisfaction Surveys to be distributed to the clients.
• Responsible for preparation of budgets and staffing allocation.
• Review and analysis of processes on a continual basis, and implementing new processes to ensure effective use of resources.
• Dispatch all technical support visits to the clients.
• Act as a second level support for more specific technical issues.
• Assist with router, switches and wireless Radios installations as needed.
• Printer Troubleshooting, as needed
Bristol-Myers Squibb Company, Skillman, New Jersey
Associate Manager 2006-2008
• Supervise and coach team of 14 analysts.
• Train all new hires for bilingual support team.
• Act as project lead for support of all new applications and/or systems; analyze business impact and develop implementation plan for new systems.
• Identify information needed to implement support such as training and process requirements, including call flow, ACD phone system, problem management, escalation processes, knowledge base, and reporting analysis. Develops needs requirement and implementation plan.
• Develop functional working processes and escalation procedures with secondary support organizations; i.e. GEO, hardware vendor, application owners and developers, engineers, etc.
• Take lead in ensuring new support processes are defined, documented, and implemented to ensure service delivery.
• Lead help desk and secondary support groups to develop solutions and resolve complex problems via multiple teams;
• Analyze data elements from varying sources to determine trend or root cause.
• Develop quality controls to ensure service delivery is reached in the areas of the Help Desk operations as well as secondary support groups.
• Lead monitoring of service levels metrics in secondary support groups.
• Resolve complex technical problems; Provide creative solutions to enhance productivity, performance and client satisfaction; Develop solutions to common problems; Develop procedures to increase performance targets;
• Resolve questions/issues from clients using the resources they have at their disposal i.e., knowledge base, Resource Library, working with other leads and support groups;
• Convey all voice and face-to-face messages in a clear and concise manner to our clients, teams, management and support groups.
• Motivate team to ensure that committed service delivery is reached.
Bristol-Myers Squibb Company, Skillman, New Jersey
Help Desk Senior Analyst, Desktop Support, 2003 – 2006
• DTS Helpdesk November 2003.
• Resolve both technical and configuration issues for LAN base users.
• Part of the Puerto Rico Rollout helping users with configurations of new PCs.
• Responsible for re-imaging, rebuilding and deployment of new PCs during rollout as well as training of users.
• Configuration of AS400.
• Implemented Support model for new sites in Puerto Rico and Mexico
• Worked with the Network migration for Brazil and Panama sites, traveling for a month to each country during these implementations.
• Provide training to new hires in a classroom environment
• Ensured that all analysts had the correct access for support.
Bristol-Myers Squibb Company, Skillman, New Jersey
Help Desk Analyst, Level 1 and II, 2001 – 2003
• Provide Technical Support to more than 5,000 users Nationwide.
• Support Windows 95, 98, NT 4.0 Workstation, and 2000 Professional, and XP.
• Provide training to new hires in a classroom environment
• Resolve both technical and configuration issues in Onelink/GRAS/AT&T/PAL/Metaframe, Netscape 4.5. 4.7, and Thunderbird.
• Provide MS Office support.
• Members of the M-Power roll out Nation wide and Puerto Rico.
• Member of special project groups that upgrade user’s laptops and provides user training nationwide.
• Reset Mainframe and AS400 account lockouts and password security features.
• Utilize Lotus Notes Databases for inputting, evaluating, and updating technical issues.
• Troubleshooting, installation, and support of Lexmark, HP DeskJet, and Laser Jet printers.
• Support e-meeting conferences and web casts.
• Provide Support for SAP applications. T&E expense reports.
• Troubleshooting IBM ThinkPad, AST P and M series laptops.
• Expertise in PC Hardware troubleshooting as well as Windows XP troubleshooting and repairs.
• Generate problem tickets using Remedy Problem Management.
• Resolve issues related to ETM database, Newton, T&E Expense reports, and Palm Pilots.
• Work in a team environment to provide high levels of customer service in fast-paced setting.
Academy tours, Perth Amboy NJ
Dispatcher and Coach Operator, 1997 - 2001
• Ensure the timely arrival and departure of all buses.
• Receive and resolve customer inquiries and complaints.
• Interact heavily with customers to ensure satisfaction.
• Supervise a staff of 17 drivers and buses.
• Provide training to new employees.
• Motivate and maintain open communications between drivers and supervisors.
Arbed Company, North Bergen NJ
Sales Representative, 1993 - 1997
• Provided high levels of customer service to clients through telemarketing.
• Developed successful leads and follow-up techniques leading to increased sales and market penetration.
• Interacted with vendors and consumers in showroom sales; acted as liaison between customer and supplier.
• Merchandised product to create new and innovative positioning on showroom floor and at trade shows.
EDUCATION
• The Chubb Institute, North Brunswick NJ
Diploma, Computer Technical Support, 2001
• Currently pursuing Bachelors degree in Network System Administration from Phoenix University.
TECHNICAL SUMMARY
HARDWARE: Personal Computer (IBM Compatible) components including hard drives, memory, components that support Video, networking and multimedia capability, as well as peripheral devices such as CD-ROM, printers, and SCSI devices.
SOFTWARE: Microsoft DOS 6.22, Windows 3.11, Windows 95 and 98, 2000, XP and Vista. Novell NetWare 4.11, Console One. Windows NT, MS Office
SPECIAL SKILLS
• Bilingual English and Spanish
• Some Swedish
RELATIVE EXPERIENCE:
• Personal computer repair and replace procedures;
• Troubleshooting of both hardware and software issues;
• Installation and configuration of operating system and applications;
• Prepare initialization files for windows 3.11 and Windows 95;
• Windows 95: configure modes of operations; create and utilize shortcuts; change desktop functions;
• Novell NetWare 4.11: manage NDS Objects, set up and maintain both file system security as well as NDS security;
• Manage Print Services and implement NetWare 3.12 Utilities;
• Installation, Configuration, and Administration of WIN NT Workstation;
• Installation and Configuration of NT Server and Windows 2000 Professional Edition;
• Windows 2000 server installation and administration.
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