Customer Service Engineer

SANTO BATTAGLIA

**** ********* ***.

Spring Valley, CA 91977 Telephone: 619-***-****

Cell Phone: 619-***-****

Email: ******@*****.***

Professional Summary 12 years of progressive experience in the IT industry in which Certifications include: Microsoft Certified Professional (MCP), A+ Computer technician, N+ Certified Professional, ITIL version 2, HDI. HTML language understanding. Ten years of experience repairing and troubleshooting PCs with installation of Windows operating systems (Windows 7 and below). One year of experience troubleshooting Network switches in the Telecommunication industry. Trained in customer service/Help desk Remedy database. Course towards CCNA (expected certification Summer/Fall 2012)

Professional Experience

SR. SYSTEMS ANALYST, Sharp Healthcare, San Diego, CA 05/2002 – 01/2012

Projects - Led multiple projects that involved (go lives) tight deadlines with up to 20 people

Relation with Vendors – Responsible as the coordinator between Sharp and Vendor to constitute work orders for electrical and data/voice drops throughout enterprise until completion

Printer Installation - Specialized in installation and configuration of AMT label printers from Data South and Citizens Label printers

Testing – Involved in the selection of new hardware and testing through DCT (test) labs

Technical Writer - Write technical documents via Adobe CAPTIVATE and provide training for other IT professionals in Sharp Healthcare

Provide software pushes for Office Suite products, Carest (E M R),Cerner PCs, and other related software for hospital environment

Provide Support for installation, implementation, and ongoing operations of computing devices, including PCs, modems, printers, character cell terminals, API Readers, desktop devices and/or network electronics

Provide customer service throughout Sharp Healthcare, including physicians, management, and staff at all Sharp Healthcare facilities

Provide on-site support for problem identification and resolution. Record findings and corrective action

Re-image Sharp PC computers. Install network printers and upgrade firmware in HP 4050/4100/4300/4350/4550, MFP network printers, and various other printers

Ensure that user requests are handled in a timeframe consistent with IS policy

Acted as Supervisor in the absence of Manager

Received various awards and appreciation letters for services provided to Sharp community

NETWORK QUALITY ENGINEER, World Access, San Diego, CA 07/2000 – 06/2001 (Closing)

Troubleshoot Network Problems: Low Completions and Looping; Documented via e-mail

Resolution of Network problems in a Telecommunications environment

Position required the ability to promptly and accurately troubleshoot Network traffic saving thousands of dollars each minute to both the company and the client

Prepared and analyzed Network utilization/availability through Nortel Switches

Performed routing changes of Nortel switches world-wide (USA, Europe, South America)

Provided Customer Service and Technical Support to clients worldwide

Trained in Customer Service/Help Desk utilizing Remedy Database

LOCOMOTIVE MAINTENANCE, Italian Railroad, Catania, Italy 06/1988 – 09/1998

Performed maintenance duties on local and national trains

Position required the ability to perform effectively in a fast paced environment in order to meet deadlines; flexibility; and the ability to work in various locations performing different tasks

Education

Bachelor’s Degree in Computer Engineering (Cum Laude)

Coleman College, La Mesa, CA (USA)

Diploma in Network Engineering (Outstanding Graduate of 2000)

Kelsey-Jenney College, San Diego, CA

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