Work:
NCS Pearson Jul 2013 to 2000
IT Technical Support Data Analyst
NCS Pearson - San Antonio, TX Jan 2012 to Jun 2013
IT Technical Support Data Analyst
2Wire/Pace Inc - San Antonio, TX Dec 2008 to Jan 2012
Technical Support Representative (Tier I)
ACS - San Antonio, TX Jan 2008 to Apr 2008
Customer/Technical Support Representative
La Mansion Del Paseo - Brownsville, TX Jan 2003 to Mar 2008
Maintenance Make Ready
West Corporation - San Antonio, TX 2002 to 2003
IT Technical Support Analyst
Education:
San Antonio College - San Antonio, TX 2011 to 2013
AS in Engineering
Homer Hanna High School - Brownsville, TX
HS Diplome in High School Studies
Skills:
3+ years working in a technical support/help desk environment 3+ years working with Windows Desktop Operating Systems 3-5 years customer service related experience Professional troubleshooting expertise or proven technical ability Excellent customer interaction skills Strong organizational and multitasking skills Ability to problem-solve Type 30 to 40 words per minute Wireless configuration for all operating systems including Windows, iOS, OSx, and Android Router configuration Understanding of wired and wireless home networks using multiple network technologies such as cable modems, routers, printers, etc. (DNS, DHCP, WAN, LAN, TCP/IP, Port Forwarding) Strong background in Windows client operating systems, standard desktop applications (i.e. Office, Internet Explorer, anti-virus tools), Windows Server Operating Systems, Active Directory Ability to research issues and find solutions on my own Issue resolution for Exchange, Firewalls, VPNs and other more advanced pieces of infrastructure Ability to touch-type and enter detailed information in the trouble ticketing system while interacting with customers telephonically Ability to read, write and implement standard operating procedures and technical documentation Proficient in networking services, to include Active Directory and software installation Possess a solid understanding of IT hardware Bilingual in English and Spanish Windows, Mac OS Microsoft Office Suite programs Knowledge of automobile mechanics and industry Computer multitasking Exceptional customer service
