Experienced IT Professional

Objective: To contribute strong leadership and interpersonal skills, as well as highly applicable

experience, to your company in an IT support capacity.

Professional Profile

 Experienced goal-driven professional with 14 years of significant, progressive experience in the technology field including, sales, customer service, relationship management, helpdesk/desktop support, installation and implementation, training, user acceptance testing, product management, project management and management.

 Extensive expertise in installation, configuration, and support of software, hardware, and operating systems.

 Proven ability to deliver superior, personalized client service and cultivate strong business relationships.

 Excellent team player, who listens, and thrives on collaborating with diversely talented team members.

 Highly effective verbal and written communicator who is fluent in both English and Spanish.

 Energetic, competitive achiever who can successfully manage multiple priorities, and perform under pressure in a fast-paced, rapidly changing environment.

 Quick learner with a strong work ethic and adept at problem solving.

Skills

 Proficient in Windows Server 2003, Exchange Server 2003, Windows 98/2000/XP/Vista, , Microsoft Word/Excel/PowerPoint/Outlook, Internet Explorer, Mozilla Firefox, Flock Browser, Live Meeting, Adobe Acrobat, WebEx, PcAnywhere, Norton Ghost, Norton Internet Security, Partition Magic, VMware Workstation 6.0, Microsoft Virtual PC 2007, Acronis True Image, PowerSuite Professional, Active Book Disk.

IT Certifications

 CompTIA A+ Certification / IT Technician Designation

 Microsoft Certified Desktop Technician (MCDST) – Windows XP Professional

 Microsoft Certified Professional (MCP)

o Implementing and Managing Microsoft Exchange Server 2003

o Managing and Maintaining a Microsoft Windows Server 2003 Environment

o Installing, Configuring, and Administering Microsoft Windows XP Professional

Highlights of Professional Experience and Accomplishments

EVS Florida Group Miami, FL December 2007 to May 2008

Lead Technician

 Performed implementation and training for Nespresso Professional machines.

 Responsible for all service orders in the South Miami area.

 Provided support to the sales team, ensuring all sales and service objectives were met.

 Performed monthly warehouse inventory and service order invoices.

 Tested and repaired professional line of Nespresso machines.

First Magnus Oakbrook, IL April 2006 to September 2007

Mortgage Planner

 Deployed cold-calling and telemarketing techniques to identify key prospects.

 Implemented various marketing campaigns to generate leads and prospects.

 Developed strategic partnerships with other professionals by delivering high-impact sales presentations and consultations with them at their place of business.

 Employed consultative selling and database marketing to close sales and reach sales objectives.

 Established systems to provide value and maintain contact with existing customers through monthly communication by email, mail, and telephone to discover repeat and referral sales opportunities.

ABN AMRO/LaSalle Bank Chicago, IL March 1997 to March 2006

Desktop Support

 Troubleshot and resolved the following issues: password resets, system lockouts, OS system errors, internet connectivity, system outages, modem connectivity, printing, software errors, browser errors, MS Excel, MS Word, MS PowerPoint, MS Outlook errors, BIOS updates, remote access connectivity, scanning errors, PDF generation, database corruption, software updates, applied software patches and service packs, software conflicts, virus infections, spyware infections,……

 Installed and configured the following hardware: internal/external modems, internal/external hard-drives, memory, scsi cards, network adapters, wireless network adapters, smart cards, high speed scanners, Vasco Digipass tokens, remote access tokens, CD-Rom drives, DVD Drives, CD Labelers, scanners, printers, fax machines, sound cards, network hubs, network routers, wireless broadband routers, webcams, PDA’s, …..

 Remotely supported end-users with WebEx, MS Live Meeting, and PC Anywhere.

 Installed and configured Microsoft Office Suite.

 Setup and configured MS Outlook to connect to POP3 servers to synchronize emails.

 Installed configured Microsoft Windows 98/2000/XP on desktops and laptops.

 Formatted, partitioned, and set file types on hard-drives.

 Optimized system performance by cleaning up and defragmenting the hard-drive.

 Created multiple Operating System images and deployed on desktops and laptops.

 Installed and configured basic MS Workgroup and MS Windows 2000 Server domain networks.

 Created user profiles and connected desktops and laptops to workgroups and domains and mapped network drives and shares.

 Setup wireless broadband networks.

 Performed system backups for sensitive data.

 Developed troubleshooting procedures manual for new and existing co-workers.

 Trained existing and new co-workers on troubleshooting procedures.

Installation and Implementation

 Performed over 1000 implementations domestically and internationally.

 Implemented both local and client/server software and web based installations for Treasury Management applications.

 Implemented applications with various types of hardware including: modems, SCSI cards, high-speed scanners, Vasco Digipass tokens, remote access tokens, and smartcards.

 Maintained an in depth and current knowledge of all applications and backend systems.

 Conducted pre-implementation planning meetings with Sales, Product Management and Setup to assure successful and timely implementation.

 Conducted pre-implementation conference call with the customer and their IT administrator to verify product and system requirements.

 Scheduled date with customer and confirmed whether implementation would be performed on-site or remotely.

 Verified setup and tested authentication ids, permissions, accounts and services for the application and backend systems.

 Performed functionality and connectivity tests during implementation at customer site.

 Documented detailed implementation reports addressing customer questions, concerns, next actions, and follow-ups.

 Performed hand-off and transitioned customer to the helpdesk and customer service departments.

 Provided feedback to Product Management regarding application bugs and enhancement requests.

 Developed implementation and installation procedures manual for new and existing co-workers.

 Trained existing and new co-workers on implementation and installation procedures.

Testing

 Created multiple Operating System images for testing a variety of applications.

 Installed and configured a lab of workstations and mini networks to reproduce bugs/issues, test patches, upgrades and new releases of various applications.

 Performed user acceptance testing and documented the results for Product Management and IT.

 Developed comprehensive test scripts and use cases to confirm application functionality.

Olympic Oil Stickney, IL August 1994 to February 1997

Lab Technician/Desktop Support

 Provided desktop support and troubleshot issues for all computers in the company.

 Tested various types’ oils and antifreeze products and verified they were within established ranges.

 Calibrated and maintained all lab machines and devices.

 Documented procedures for OSHA compliance.

 Maintained all logs and inputted results of testing in database system.

 Maintained all computers and installed pertinent software.

Education

Telecommunications Management

 Devry Technical Institute Lombard, IL 1998 – 1999

Computerized Business Systems

 Computer Learning Center Chicago, IL 1993 – 1994

High School Diploma

 Souderton Area High School Souderton, PA 1988 – 1992

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