Customer Service Technical Support
Resume:
Ernesto Vazquez
Miami, FL *****
Summary
Strong background in customer service and technical support. PC Support Specialist with over 10 years of experience in information technology focused on efficiency and results with broad-based knowledge and hands-on skill. Proven ability to successfully troubleshoot and maintain an organization’s critical IT infrastructure. Skilled team player & leader with refined time organizational talents. Fluent in English and Spanish with excellent oral and written communication skills.
Technical skills
• Proficient in most types and categories of software (i.e. Installation, configuration, implementation, troubleshooting, etc.), including, but not limited to, Microsoft Windows XP, Vista and Windows 7, Microsoft Office 2003/2007/2010 (Word, Excel, PowerPoint, Outlook).
• Experience with Help Desk ticketing systems (Touchpaper and Service now) and familiar with the IT helpdesk process and implementation. Escalation of issues to a higher tier of technical support and properly documenting issues using Helpdesk ticket system.
• Acquired latest up to date information on problem resolution for specific applications from different sources in order to bring a quick resolution to end users documented problem
• Proficient in installation, maintenance and troubleshooting of Windows 2000/2003/2008 networks (servers & workstations).
• Proficient in Microsoft Server 2003, Novell networks, Active Directory, SMS and SCCM.
• Created user accounts in Active Directory, unlocked user accounts and reset passwords.
• Created file sharing groups in Active directory and added members to groups.
• Added printers to the network and shared them out using Active Directory
• Removed and added PC from the network domain.
• Moved users with entire workstations and peripherals to another on-site location. As well as setting up Intertel (PBX) phone system, VM and moving user’s extension to new location.
• Proficient in all types of hardware troubleshooting and installation.
• Experience configuring and supporting Blackberry/iPhone/iPad/DROID and other handheld devices.
• Experience with Symantec Ghost Solution Suite
• Experience with backup systems and backup exec software. Setting up differential and full backups for data on server.
• Experience with Intertel phone systems and software to setup extension and direct dial in numbers.
• I have extreme and unwavering confidence in my ability to master any system including any piece of software/hardware in a minimal amount of time.
• Assisted on-site and remote users via telephone and remote PC access to troubleshoot problems with Microsoft XP and Windows 7operating systems, Microsoft Office, Adobe products and customized web based applications.
• Worked with installation and technical support of external devices such as printers, scanners, external hard drives, digital cameras and smart phones (Blackberry, iPhone, DROID)
Professional Experience
Cushman & Wakefield, Miami, FL 2005 - 2011
PC Coordinator
• In charge of network setup and technical support for all South Florida offices. Over 200 users in total.
• Provide desk side support services for home and office calls to resolve various levels of support issues, primarily on Windows XP & Windows 7 environments.
• Specialized in preventative maintenance including antivirus, firewall, and adware detection software installation.
• Member of the Virus Enterprise Team, specializing in McAfee support.
• Hardware upgrades of all components with special emphasis on data recovery and backup systems.
• In charge of all network setup and technical support for all South Florida company branches.
• Provide effective and consistent technical support.
• Research technical solutions.
• Install, configure, and troubleshoot Blackberry/PDA handheld devices.
• Network installation (including building of servers and workstations, installation of operating systems, installation and configuration of peripheral devices) and network maintenance (including creation of new users, upgrading when necessary, running diagnostic tools, keeping system at optimum performance).
• Relied upon, by users, for suggestions on possible improvements of information systems to increase efficiency and productivity.
• Worked with a team of 8 IT associates throughout the east coast. Providing 1st and 2nd level support for a nationwide corporation with over 2,000 employees
Cushman & Wakefield, Miami, FL 2000 - 2005
Office Services Associate
• Ordering, organizing and inventory of all office supplies
• Setup all mail and FedEx packages
• Setup offices for new user
• Help staff with any clerical duties (mass mailings & projects)
• Cover main phones (Reception Area)
• Provided IT support. Proficient in Lotus notes and Novell servers and user setups.
Education
Florida International University, Miami, FL 2011
Bachelors Degree in Business Administration – 3.4 GPA
Miami Dade Community College, Miami, FL 2000
Associates in Arts Degree
References
Michael Loffredo
IT Manager
Cushman & Wakefield
1290 Avenue of the Americas
New York, NY 10104
Anna Rossie
Operations Manager
Cushman & Wakefield
200 South Biscayne Boulevard
Suite 2800
Miami, FL 33131
Kim Long
Network Administrator
Cushman & Wakefield
One Tampa City Center
Suite 3600
Tampa, FL 33602
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