Customer Service Software

MAURILIO M PEREZ

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

Round Rock, TX 78664

512-***-**** ( Cell )

************@*****.***

Work History

January 2011-Current

Dec, 2009-Jan,2011

Oct, 2008- Dec, 2009

Jan, 2006 - Oct, 2008

Time Warner Cable – Austin, Texas

Tier 3 Tech-Support & Customer Service –Austin, Texas

• Provide centralized repair/troubleshooting/testing in a computerized environment. Providing guidance to dispatch, field technicians on residential network issues with coaxial media, answer telephones, logging events, provide technical support and repair coordination with other TWC departments.

• Monitor/Repair Router/Modem network issues via remote access.

• Technical assistance for VOIP customers within TWC private network.

AT&T Wi-Fi Services – Austin, Texas

Tier 1 Tech-Support Floor Captain / Customer Service –Austin, Texas

• Provide technical support and customer service for AT&T hot spot locations including StayConnected branded Hilton Hotels. Duties and responsibilities of the position: providing telephone and email support and problem resolution for external and internal customers for issues of moderate complexity; analyze, diagnose, and deliver known solutions to known complex problems; escalates, dispatches and notifies proper channels in support of the customer; follows up with customer/property on closed issues; use computerized system for tracking, information gathering, and/or troubleshooting; navigate a computerized data entry system or other relevant computer applications. Help customers with connectivity, authentication, Software, Hardware computer issues including Windows, Linux, Macintosh operating systems and more . Use Linux to remote into venue servers and other intermediately devices. Worked with many different servers including Linux Debian, DHCP, AOLserver, Putty, Nomadix, Remedy and much more.

• As Floor Captain, make sure that other agents adhere to defined call center procedures and standards; train new agents; and responds to internal and departmental requests as advised by the management team. Process refunds, reports to upper management and much more. Helped NOC dept for 1 month taking NOC1 inbound calls.

Harte Hanks – Austin, Texas

Tech-Support / Customer Service –Austin, Texas

• Web-designers for a company that is owned by Harte-Hanks by the name of PennysaverUSA. Creating and managing Spanish/English web-sites across the United States.

• Manage multi-task environment for VMware Client Services using RNT (Right Now Technologies). Job includes support for VMware customers worldwide through various communication methods such as phone support, chat sessions, and via e-mail.

• Job consists of knowing about virtualization infrastructure products for desktops, laptops, server, and data center solutions for Small companies and 98% of fortune 500 companies. Talk with CEO’s on daily base to look for possible solution for IT Infrastructure environment. Help customers with troubleshooting software issues and other hardware problems as well as implementing and recommending solutions for small, midsize and enterprises businesses.

TechTurn or NEWMARKET TRADING LLC ET AL - Austin, Texas

Server Technician

• Managed Enterprise Server Department. Tested Servers, Storages, Switches, Routers, Tape Drives, Workstations, and Enterprise Cabinets.

• Created patch cables for networks, worked with White Canyon (wiping software). Used software to wipe IDE, Sata, ATA, and SCSI Hard-Drives.

• Helped to train new employees in testing notebooks, desktops, and servers. Worked with many programs including Excel, DOS, SharePoint and Altiris.

May , 2004 - Feb, 2005 DelStar Technologies Inc - Austin, Texas

Assembly Operator

• Operating assembly line manufacturing plastic and metal components used in a wide range of industries and markets, including filtration, automotive, healthcare, industrial, food, electronics and textiles.

Feb, 2004 - Aug, 2004 Avant Technology - Austin, Texas

Test Technician

• Tested & Sorted Memory for notebooks, desktops, and servers. Worked with many devices for testing computer memory modules.

Aug , 2000 - Jul , 2001 JC PENNEY Catalog - Austin, Texas

Customer Service Representative

• Bilingual Customer Service Rep. Helped customer from everywhere in the U.S. including Puerto Rico and Mexico. Would take customer orders and provide other customer service. TPV Third Party Verifier for AT&T.

Dec 01, 1999 - Nov 30, 2000 JC PENNEY - Austin, Texas

Sales Associate

• Provide customers with service. Cashier and helped with inventory.

Education

Apr 2006 - Apr 2009 Devry University - Austin, Texas

Education Level: Bachelor’s Degree

Major: Bachelor of Science in Technical Management.

Minor: General

Occupational Experience

Computer Specialists, All Other ( 7 yrs 6 mos )

Computer Skills

Typing Speed: 60 Words Per Minute

Ten Key Speed: 1000 Keystrokes Per Hour

• EMail Software (Outlook, etc)

• Graphics/Drawing Software (Photoshop, etc)

• Internet Browser (Netscape, IE, etc)

• Personal Computers

• Presentation Software (PowerPoint, etc)

• Spreadsheet Software (Lotus, Excel, etc)

• Utility Software (Virus Software, etc)

• Many Operating Support including (Microsoft, Apple OS, Linux, etc)

• Word Processing Software (MS Word, etc)

• Currently perusing CCNA certification

• Remedy Ticketing System Experience

• Putty Server Remote Access Experience

• Nomadix Service Engine (NSE)

Additional Computer Skills:

Used White Canyon Wiping software, Altiris, Raid Configurations on Dell, HP, IBM, Em2 Servers. Linux experienced in networking and troubleshooting. Working on CCENT (CCNA) currently.

Language Skills

English - Excellent ( Read Write Speak )

Spanish - Excellent ( Read Write Speak )

Additional Skills

Excellent data entry skills, telemarketing, and great customer service skills.

Driver's License

Class C - Standard Driver's License

Texas

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