SUMMARY
Five years of technical support experience. This includes hands-on and phone support for various hardware and software. Possess a solid track record for lead motivating technical professionals in order to achieve high levels of performance.
Proven leadership and interpersonal skills; can be relied upon to complete projects on time with a high level of customer service and technical quality, while maintaining professional and positive working relationships with customers and colleagues.

TECHNICAL EXPERTISE

• Operating Systems: Windows (XP,Vista, 2007 and 7), DOS, Linux & UNIX and Mac OS
• Hardware: Cisco series Routers and Switches, Hubs, Modems, Network Card, Memory, Printers, Scanners, DSL/Cable/Modem Connectivity and HP servers
• Software: Cisco IOS, Windows Terminal Server, PeopleSoft, Microsoft Office Suites, Active Directory, Mainframe, VMware and Citrix Systems
• Network/Protocols: LAN/WAN, TCP/IP, DNS, DHCP, POP3, SMTP, FTP, Telnet, VPN, ICMP RIPv1 & RIPv2, IGRP, EIGRP,OSPF, NAT, TFTP, Ethernet
• DESKTOP /ONLINE PUBLISHING TOOLS and TRACKING SYSTEMS
• IE all version & Firefox & Safari
• ERP Oracle Applications 11i & Remedy & Heat & Lotus Notes Tracking Systems, CAD Systems, SharePoint and Service Center

EMPLOYMENT HISTORY
Confidential,TX
Technical Support Agent March 2011- Present

• Troubleshoot external or internal technical inquiries or problems pertaining to login or password issues within Mainframe, PC/LAN or Web based products as well as solving both hardware and software issues.
• Capture reported symptoms and produce a preliminary diagnosis for resolution while documenting in HP Service Center ticketing system while confirming with the user.
• Provide external employees technical assists with Citrix and Lotus Notes issues.
• Communication with end users is done via phone, email, or remote access.
• Escalate unsolved issues (when required) to Level 2 Support or different divisions within DTCC.
• Handle 30-100 complex inbound and outbound calls

Confidential,TX
POS Support Analyst Oct 2010-Jan 2011

• Diagnose and resolve POS hardware and software problems via telephone and remote connection
• Receive calls from retail stores, IBM and HP tech and other departments within the POS support group
• Troubleshoot POS hardware including registers, scanners, pin pads, and receipt printers, IBM Point of Sales Systems, Self Checkout and Fujitsu Self Checkout systems
• Support Windows and Linux based POS environment for corporate associates and store employees using LAN/WAN connectivity
• Verify warranty status and monitor store equipments returns while creating tickets for vendors to provide hardware support for retail stores
• Dispatched IBM and HP technicians when needed
• Assist technicians with configuration information, parts ordering and troubleshooting when needed
• Provide detailed documentation of all technical issues within POS helpdesk desktop
• Escalate unsolved issues(when required) to Network Operations and Home Office
• Handle 30-100 complex inbound and outbound calls

Confidential,Richardson, TX - July 09- Aug 2010
Technical Support U-Verse Tier II Agent

• Provide technical support to U-Verse FTTP & FTTN , VoIP, U-biz and Static IP customers
• Receiving U-verse calls from AT&T Tier I agents, members and premise technicians
• Providing technical support for home networking services
• Use Smart Chat Messenger with outside vendors and affiliated groups to restore customer IPTV
• Internet and C-VoIP Services
• Assist technicians on networking devices such as: routers and adapters ,ordering issues, registration, lower profiles and running require diagnostic test
• Provide detailed documentation of all technical issues within CRM tracking systems
• Educate new & existing customer s on all AT&T U-Verse products and services
• Handle 75-100 client/technician assist calls per day

Confidential,Addison, TX - May 09- July 09
Technical Support Iphone Tier I Agent

• Serve as a customer liaison between AT&T, Apple Retail Stores and higher support levels
• Manage cases using an Apple database on a MAC Computer
• Provide Apple I.T. product installation support for customers
• Assist customers with software configuration and connection
• Walk customer through on how to use their Iphone while providing product knowledge on Apple products
• Provide troubleshooting support by running diagnostics, resetting and restoring their devices
• Escalate unsolved issues (when required) to tier II for further support
• Identify sales opportunities for Apple Care Protection Plan for Mac computers and Iphones
• Handle 30-75 complex inbound calls per day

Confidential, TX - July 06-April 09
Client Service Representative

• Timely receiving and responding to internal and external customer inquiries
• Log calls using ERP Oracle Applications 11i-(TeleServices) tracking system
• Utilizing established procedures, manuals, on-line applications, and support groups
• Perform post-resolution follow-ups to help requests
• Assist external and internal customers with tool walk-through, password resets and provide training in the use of systems and application as related to Cisco Systems Tools
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced team.
• Process Cisco Orders from beginning to end while simultaneously booking orders, releasing holds and submitting expedites requests for internal and external customers
• Manage internal and external federal customer’s supplier’s quotes, purchase order and service contracts while reviewing and process invoices, credit/rebills and revenue transfers
• Service Contract Management (Adding items to contract, extending dates on contracts and serial number swaps)

EDUCATION
TX -CCNA Certification