Customer Service Manager

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**** ***** **** ** *** **** Arlington, TX ***01 214-***-**** (c) ***********@*****.***

SUMMARY OF QUALFICATIONS

A detail-oriented, bilingual (English/Spanish) computer professional with solid experience and expertise in the IT field. Able to offer efficient skills in desktop support, systems administration, networking, troubleshooting, promotional software, and data base maintenance. A dependable, multitask professional that can provide excellent customer service, determine problems, understanding customer needs and implement resolutions, ensure project success, and function efficiently in fast-paced, high-pressure environments, interested in focusing my career path in data management areas. Committed to excellence and continuing to acquire new business and technical knowledge and to performing at the highest level of responsibility and excelling in assigned duties with accuracy as a priority in order to contribute to the success of an organization.

Technical Skills: TALEO, Windows Vista, XP,7, HP3000, Mainframe, ACE, IIS, TCP/IP, DHCP, DNS, SAP, MPEX, RPG, Photoshop 5.5, Adobe Acrobat 6.0 ImageReady 2.0, Microsoft Office 2007, Exchange ,Lotus Notes R5-R6, MS Access, SQL, FOX Pro, HTML 4.01, and XHTML 1.1,Peregrine, HP Openview, Netmeeting, Checkpoint VPN, Avaya Message Manager, Handhelds: iphones, Blackberries, Dell AXIM v50-v51.

Additional areas of expertise include:

• Customer Service • Problem Solving • Organizational Skills • Self Starter

EDUCATION

University of Juarez – Computer Engineer 1992-1996

Certifications: MCSA, A+, Network+, Windows 2000 Professional, Windows 2000 Server, Managing Windows 2000 Network Infrastructure.

PROFESSIONAL EXPERIENCE

NCR (Former Radiant Systems) - Help Desk Specialist Fort Worth, TX May 11 - Present

Receiving calls from clients all over the nation from restaurants supporting them with their POS units, terminals, printers and kitchen monitors, all connected in a Ethernet star network topology.

UTA - IT Helpdesk supervisor Arlington, TX Jul 09 – Jun 10

Performed supervisory duties including hiring, mentoring student workers monitoring their performance and attendance, take calls from college students and faculty/staff on any computer related issues they might be having trouble with like: VPN connections, wireless set up, e-mail OWA, Outlook, password reset issues, account activation assistance.

Process e-mails, and special request to escalate to different IT departments.

PDS – Desktop Technician Irving, TX Jun 08 – Dec 08

Supported face to face and over the phone end users with any application/hardware issues, created accounts for new hires and performing terminations, re image laptops (DELL 600 series) and Desktops, installing equipment and/or shipped it out to field locations, contacted vendors and replaced parts as needed, printer issues, phones, moves, kept track of asset inventory.

Compucom – Help Desk Analyst Dallas, TX Feb 07 – Jun 08

At Compucom I receive incoming calls from Rockwell Automation end users with a wide array of computer problems and applications issues, reporting Incidents when multiple users are being affected, remoting in to user’s computers via Netmeeting including, remote access through VPN, addressing issues with connectivity, synchronizing soft/hard tokens through ACE server, configuring Linksys routers, VPN applications being corrupted, configuring Lotus Notes profiles, setting up multi-user environment, mapping databases through Domino directory, launching issues regarding notes.ini being misconfigured, mapping network drives, IE6: browser’s settings, troubleshooting Java problems, Security: Log on problems resetting NA Domain/mainframe passwords , unlocking accounts, unsuspend and providing with temporary passwords, granting access rights to shared folders, Viruses and threats handling, Installing/upgrading Software.

Paladin Co – Help Desk Dallas, TX Nov 04 – Feb 07

Providing employee computer support for Northrop Grumman at Vought aircraft http://www.northropgrumman.com Northrop Grumman Corporation is a global defense company headquartered in Los Angeles, Calif. Northrop Grumman provides a broad array of technologically advanced, innovative products, services and solutions in systems integration, defense electronics, information technology, advanced aircraft, shipbuilding, and space technology. The company has more than 125,000 employees and operates in all 50 states and 25 countries and serves U.S. and international military, government and commercial customers. Take incoming/outgoing calls from internal employees on a wide array of products and services which includes; W2K/WIN98/WIN95/NT4/XP/VPN connectivity issues, Remote Access issues, hardware issues, all versions of Office up to 2000.

Setting up Outlook profiles and recovery of PST files.

Resetting network passwords through Citrix, Active Directory or User manager, IBM (IMS, TSO) Mainframe, SAP passwords.

Resetting printers for Windows and IBM Mainframe.

Mapping network drives.

Helping users connect via remote access (VPN, RAS, DSL).

Using remote tools (Dame ware or Netmeeting) if user is uncomfortable doing troubleshooting steps or desktop visits.

Logging all tickets using Peregrine Service center call tracking application.

CoreStaff – Bilingual Help Desk Dallas, TX Apr – Sep 2004

Worked for Mary Kay Corporate at Dallas Texas. Mary Kay Inc., one of the largest direct sellers of skin care and color cosmetics in the world, achieved another year of record results in 2004, reaching more than $1.8 billion in wholesale sales.

Supporting Consultants over the phone with Internet connectivity issues, IE settings, SPAM e-mail, Spoofing, spyware, company applications, passwords issues.

Developed Mary Kay monthly score system Data Base.

NM State University – Computer Technician II El Paso,TX Jan 03 – Nov 03

New Mexico State University is one of the largest universities in New Mexico. Responsibilities included supporting the staff and students in any computer related problems, received calls from users and walked the user thru on how to resolve the problem, and document each issue, with all the necessary information to follow up if needed, maintaining the database to improve the enrollment process, including new features, and developing reports as needed.

Administered the LAN (security, software updates) ensuring maximum network performance.

Performed preventive and corrective maintenance.

Assisted users with problems on applications or hardware, over the phone and on-site.

Provided maintenance to the Enrollment Data Base (ACCESS), including setting up user-level security, generating queries for reports as requested, and creating new forms, ex. Automated Certificate print outs.

Replaced hardware and contacted vendors as needed.

Assisted with Web publishing with HTML and XHTML for the school’s web page.

Managed ESI phone system settings, set up mailboxes, greetings, and systems features in general.

Developed center’s posters for school’s promotion using Adobe Photoshop 5.5.

Electronic Computer Services – Systems Analyst El Paso, TX 1999-2001

Worked at El Paso Energy Service. Monitored the Network and provided customer support, take calls from users, address the problem, escalate if necessary, logged the ticket and follow up, Assisted in a Windows 2000 deployment project, upgraded, replaced, installed and configured PC’s and peripherals, performed migration data with the assistance of Ghost, and verified with the users that all migration was successfully completed.

Performed Wang and Win NT servers’ backup process and restores.

Performed Customer support over the phone and face to face.

Performed routine tasks to maintain computer equipment and their peripherals. Monitored batch processing.

Handled customer support, desktop and portables upgrades, maintenance, troubleshooting and password issues.

NPC (National Processing Center) - Supervisor Juarez, Mex Jan 97 – Feb 98

National Processing Center (NPC) is the U.S. Census Bureau’s primary center for collecting, capturing, and delivering timely, high-quality data products and services for surveys and censuses at the best value. Services provided include: mail processing, data capture, statistical operations, geographic operations, and call center support.

Responsible for Continental airline account, supervising 20 – 30 agents that were capturing data from scanned airplane tickets, scheduling working time, interviewing for hiring process, calculating down time, evaluating agent’s performance, actively in contact with client based in Houson TX to ensure customer’s needs and datelines are met.

ECS – Electronic Computer Systems - HP3000 Operator Juarez, Mex Jun 96 – Dec 97

Supporting Delphi employees with generating reports out of MPE, VAX systems, passwords issues, ensuring batch jobs start on time, monitoring system from console or dumb terminals, performing backups, restores as needed.

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