SUMMARY

• Helpdesk Support / Field Technician wif 3+ years of extensive experience in IT Customer Support environment. Strong Expertise in TCP/IP, Cisco Routers, Firewall, Switches.
• Hands on experience in using Active Directory add users/ Password Reset (ADUC, GPO). Proficient in Network and Systems and worked extensively in Anti - Virus-McAfee Password Reset Tool.
• Extensive experience in configuring Windows Office and Outlook 2003, 2007, 2010, Office 365. Worked in VMware Virtualization & Cloud Technologies.
• Ticketing System experience in creating document SNOW and CA Ticketing Software.
• Experience in troubleshooting problems wif Install Microsoft Software File Issues and Memory and hard drive Failure hardware related issues also associated peripherals.
• Ability to communicate technical issues in a manner for non - technical can understand. Worked in a Team and Project Leadership and worked directly wif internal users and customers.
• Excellent communication skills at all levels, from engineering teams to customer. Responsible in taking ownership to solve problems quickly and automate processes.

TECHNICAL SKILLS

• Bilingual Fluent (Spanish/English)
• Extremely reliable
• Able to multitask on a regular basis
• Help Desk wif Software Skills
• Customer support
• Knowledge of SCCM
• Follow-up
• Active Listening
• Telephone Etiquette
• Empathy
• Interpersonal Sensitivity
• Basic Computer Skills
• Confidentiality
• Responsiveness
• Analytical Thinking
• Customer Service
• Appointment Scheduling
• Office Support
• Technical Support
• Written Communication
• Customer Relationship Management
• Customer support
• Active Listening
• Telephone Etiquette.
• Patient Support
• Customer service expert
• Flexible to work all hours
• High-speed Internet connection and capable home computer
• Independent worker who does not need supervision
• Able to learn new products or procedures quickly
• Experience working wif CRM systems
• Data Center Refresh Servers-Rack Take down and Packaging
• Knowledge Hardware and Software Configuration
• Knowledge Windows Server 2012/2008/2003
• Printers Xerox/HP Troubleshooting
• Windows Operating Systems 2000, XP, Vista, 7, 8, 10
• Virtualization (VMware ESX 6.1)
• Knowledge of Terminate Panel 66/110
• Concept SQL Data Software
• Understand Visio 2020 Concepts
• Network Tools: Wire shark, Putty, TightVNC
• Remote Customer Service/Sales professional
• Participated Deployment Projects
• Knowledge of OSI Model/System
• Network Monitoring /Wireless Troubleshooting
• Confidential Sortel Agent Phone System
• McAfee password reset tool/
• Clerical Typing 45 wpm
• Troubleshoot Blackberry, iPhone, Android Phones Knowledge
• Windows Office and Outlook 2003, 2007, 2010, 2012, 360 Microsoft
• Active Directory (ADUC, GPO)/VM Cisco
• Configure Outlook Mail SMTP and POP3
• Configure Set up Lotus Notes 6.5-8.5
• Understand Confidential Mainframe AIX/UNIX
• Document Right Now and CA Ticketing Software

PROFESSIONAL EXPERIENCE

Bilingual Spanish and English

Confidential

Responsibilities:

• Taking more than -35 inbound calls work from home in Spanish and English to provide respectful
• Courteous customer service and assisting wif PUA/UI claims taking activities of individuals by filing for all types of Colorado-based liable claims.
• Provides respectful, courteous customer service and coordinates the UI claims taking activities of individuals filing for all types of Colorado based liable claims.
• Determines claimant eligibility for UI benefits, claim type, and benefit computations by conducting fact-finding, evaluating qualifications, and reviewing wages and employment history. Simultaneously navigates a variety of computer systems, instant message chat, and applications.
• Assist Claimant wif; Submit new claims, Weekly certifications, Website credentials: Update Password / PIN, provide payment summary details., submit a ticket for program integrity wifholdings (wifheld for fraud)

Package Handler

Confidential, Colorado

Responsibilities:

• Physical loading, unloading, and sorting of packages of varying sizes and weights by hand, including lifting, pushing, pulling, carrying, scanning, placing packages, as well as physical bending, twisting, kneeling in a safe and efficient manner.

Bus Operator

Confidential, Colorado

Responsibilities:

• Performed regular bus inspections and checked all major systems, including brakes, steering and windshield wipers.
• Helped passengers stow and retrieve luggage, bags, wheelchairs, and other items.
• Accepted and processed fares.
• Answered questions from passengers wif respect and accuracy, providing information about fares, schedule details, and baggage stowing.
• Worked a different route every day based on changing passenger locations and destinations.
• Operated bus and navigation equipment in alignment wif company safety, DOT and local traffic standards and regulations.
• Anticipated challenges and made proactive decisions to maintain adherence to schedules and routes.
• Followed maps and GPS software to adhere to routes or navigate high-traffic areas and times.

Refresh Deployment Field Service Technician

Confidential, Denver, CO

Responsibilities:

• Participated wif the deployment team in adding more than over 150 new Dell Desktop into separate floors in the building and took care of the ticketing desktop queue overflow.
• Responsible for providing local & remote desktop support on Windows 7 & 10 operating systems.
• Resolve customer technical issues through research, reproduction, and troubleshooting.
• Troubleshoot problems wif Install Microsoft Software File Issues and Memory and hard drive Failure hardware related issues also associated peripherals.
• Documented Service Now Ticketing Software, and perform installations of pc reimaging, printers, and scanners.
• Provided computer memories upgrades, replaced PC monitor, troubleshoot hard drives, recovered data.
• Assist in moves, adds/and changes in the phone system.
• Work directly wif internal end-user face to face how to use new computer software and peripherals.
• Basic Configuration Technical Support Office Suite.
• Configured Outlook mail exchange SMTP/POP3 on Windows-based & Mac computers.
• Answer tickets submitted by the Client organization regarding issues on software such as Windows, Active Directory, Linux, UNIX, Solaris
• Identify and solve the issue using a variety of methods including SSH, WebEx, web interface, telephone, and email conversations.
• Collaborate extensively wif peers, Program Team, Account Managers, and members of the escalation team to resolve customer issues while actively contributing to a growing noledge network that improves the effectiveness of our team and the information available for our customers.

Datacenter Service Technician

Responsibilities:

• Ensured the cables were running to the correct ports and labeled the cables.
• Cleared the fiber optics to be inserted into the devices.

Confidential Denver, CO

Remote from home Service Technician

Responsibilities:

• Comcast Wireless Network and Internet Repair Technician Taking inbound calls for Comcast Home Wireless Gateway Network, Product, and Billing Representative
• Remote connect to computer physically connected to wireless router, configure wireless network on the connected
• Set up wireless security encryption using WPA or other desired security support by the router
• Configure security, firewall, and disable SSID broadcast
• Basic Connection Troubleshooting
• Assisting wif standard cabling
• Modem, Router, Computer
• Reset/power cycle router/modem to gain access to network configuration interface
• Network printers that cannot be configured from the desktop
• Enable file and printer sharing on each pc once connected, between devices including NAS, storage device, gaming systems, and internet media streaming devices
• Any router that can NAT
• Any network/wireless card
• Enabling of Universal Plug and Play (UPnP)
• Enabling Bridged Mode on Wireless Gateway/Dory
• Software used: Ticketing Systems; Ninjato, Einstein, Management Engine, and ACSR-CSG Account and Billing System, and Nexus Remote Connection Software others…etc.

Confidential, Denver, CO

Structure Cable Technician

Responsibilities:

• Responsible for pulling and routing CAT5 or CAT 6 cables in a new construction commercial environment
• Terminated phone jacks
• Dressed and terminated distribution frames (66 or 110 blocks, patch panels)
• Tested cable and troubleshot networking issues

NationWide Field Technician

Confidential, CO

Responsibilities:

• Windows 7 Upgrade Project Accomplishment
• Upgraded nationwide legacy operating systems to Windows 7 Aloha POS back and front-end cash register machine software, equipment, install configure existing or new printers.
• Responsible data migration from legacy profile new drive for staff and management.
• Work directly wif internal users and customers.
• Troubleshooting network connectivity.
• Participated Deployment of 45 stores nation-wide from Windows XP to Windows 7 enterprise.
• Assist wif document all technical inquiries, develop and review content.
• Answer tickets submitted by the Client organization regarding issues on software such as Windows, Active

Bilingual Spanish Technical Support Work from Home

Confidential, CO

Responsibilities:

• Took inbound 35 end user calls, remote support - Microsoft RDP, wif Remote Bomgar Software connected customer computer to remove malware wif internal multiple anti-virus tools.
• Install and Configure Home Remote Environment Install and Configure Software Citrix Virtual Desktop Infrastructure (VDI) support.
• Worked directly wif other technical support staff, quality assurance.
• Assist wif document all technical inquiries, develop and review content for noledge base.
• Provide Configuration Technical Support Office Suites: 2010/2013.
• Configured outlook mail exchange SMTP/POP3 on Windows based & Mac computers.
• Document incidents and find customers account wif NetSuite Ticketing System.
• Resolve customer technical issues through diligent research, reproduction, and troubleshooting.
• Troubleshooting 3rd party application, performance troubleshooting, and network connectivity.
• Application support, peripherals, and network on personal computer hardware, iPad, iPhones, Android Phones, Mac OX, Windows OS.
• Analyst the infected customer computer to remove virus Trojans, adware, fake anti-virus software, and rules set up firewalls.
• Answer tickets submitted by the Client organization regarding issues on software such as Windows, Active Directory, Linux, UNIX, Solaris.
• Identify and solve the issue using a variety of methods including SSH, WebEx, web interface, telephone, and email conversations.
• Collaborate extensively wif peers, Program Team, Account Managers, and members of the escalation team to resolve customer issues while actively contributing to a growing noledge network that improves the effectiveness of our team and the information available for our customers.

Deployment Services Technician

Confidential, CO

Responsibilities:

• Participated wif deployment team in adding more than over 500 new Dell Desktop into separate buildings and took care of the ticketing desktop queue overflow.
• Responsible for providing local & remote desktop support on Windows XP & 7 operating systems.
• Resolve customer technical issues through research, reproduction, and troubleshooting.
• Troubleshoot problems wif Install Microsoft Software File Issues and Memory and hard drive Failure hardware related issues also associated peripherals.
• Documented CA Ticketing Software, and perform installations of pc reimaging, printers, and scanners.
• Provided computer memory upgrades, replaced PC monitor, troubleshoot hard drives, recovered data.
• Assist in moves, adds/and changes in the phone system.
• Work directly wif internal end-user face to face how to use new computer software and peripherals.
• Basic Configuration Technical Support Office Suites 2010.

Confidential, CO

Onsite Technician

Responsibilities:

• Assisted face to face and took phone calls from an in-house halp desk for the end user desktop computer technical issues, after data Morgan Stanley Account Conversion
• Ensured that user permission was correct on the migration of the network

Confidential, Broomfield, CO

Tier me NOC Representative

Responsibilities:

• Took inbound calls from hotel guest and staff wif hotel wireless internet accessing problems
• Manually input guest device mac address into nomadic and myinnsite micro ticket gateway system.
• Monitored hotels network alerts outage on Open NMS system and used putty tool reload hotel back-end server
• Created daily reports of rooms possible failures
• Gained strong understanding concepts of: OSI, TCP/IP, DNS, WINS, and DHCP.

Confidential, CO

Responsibilities:

• Took inbound calls for United States Forest Service and Agriculture Department during Data LDAP account conversion project
• Utilized McAfee password reset tool and verified employee’s accounts for permission on network resourced.
• Received and routed calls on a Nortel sortel agent system and communicated wif internal employees on Lotus Notes Messenger
• Documented and opened incidents on right now ticketing software
• Troubleshot network connectivity, printers, hardware, driver downloads applications, technical problems and escalated telephone repair incidents as needed to local vendors