Customer Service Software

JULIAN M. NUNCIO

***** ******** ******* *******, ***** 77089 832-***-**** ***********@*****.***

SUMMARY OF QUALIFICATIONS:

• Keen analytical skills.

• Expertise in computer operations/information technology (IT).

• Superb customer service/client skills.

• Excellent communication and presentation capabilities.

• Expert in various Microsoft applications and Operating Systems, network, computer and printer troubleshooting. Installing, testing, upgrading and maintaining over 500 computers/laptops for Harris County Toll Road Authority.

EMPLOYMENT

Help Desk Technician 2, Harris County (Texas) Toll Road Authority, August 2005 to Present

Responsible for opening and assigning trouble tickets to fellow technicians. Assist users with various computer, password, software and phone issues, for research, recommending and ordering software/hardware equipment. Acting as a project analyst and manager, coordinated and completed six major projects that included a phone system upgrade, and new TagStore facility opening. Act as lead software administrator for PrairieFyre phone system. Presently working with the InfoSec group as a Junior Analyst, reviewing reports, analyzing and reporting on possible Security issues. Assisted in training new personnel. Performed supervisory duties as required.

Patron Emergency Assistance Team (PEAT) Driver, May 2004 to August 2005

Assisted stranded motorists. Performed traffic control duties. Responded to traffic emergencies as directed.

Senior Systems Analyst, Lockheed Martin, 2002 to 2003

Supported help desk/call center on various related issues. Identified and resolved host hardware and software related problems. Performed full and incremental backups on Unix based systems. Set up and upgraded hardware and software for local personal computers. Maintained corporate webpage. Performed supervisory duties as required.

Senior Systems Analyst, OAO-DSSSC Corporation, 1999 to 2002

Supported help desk/call center on various related issues. Identified and resolved host hardware and software related problems. Performed full and incremental backups on Unix based systems. Assisted in training new personnel. Performed supervisory duties as required.

Senior Systems Analyst, Northrop Grumman Technical Services, Inc., 1992 to 1999

Responsible for assigning, entering and maintaining IP addresses within the DNS server database at Johnson Space Center. Supported help desk/call center on various related issues.

EDUCATION

Alvin Community College, Completed 16 semester hours, 1985 to 1988

San Jacinto Junior College, Completed 3 semester hours, 1982 to 1983

OTHER TRAINING:

Introduction to Unix/Unicos. Introduction to C Programming, CAD, Microstation-95 software for network and facility drawings, Windows 95, Windows 98, Windows NT 3.51 workstations, Microsoft Office products, MS Windows 2000, Networking Essentials, Network Plus, Windows XP, Windows Vista, Windows 7 and CEH – Certified Ethical Hacker.

Hardware/Software Experience: IBM 308X, various HP peripherals devices, DELL Optiplex 700 series and DELL Latitude and Inspirion laptops. MS Office 2007 and 2010, Heat Ticketing Management, Acronis TrueImage 9.x Workstation.

References Available Upon Request

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