6 yrs in troubleshooting high-end software, technical support for internal and external contracted customers
Professional Summary - Over 6+ years in troubleshooting high-end software and providing technical support that include internal and external contracted customers. Experience in IT, Hardware and Software configurations to a broad audience that include Technical and Non-technical Audience. Exceptional track record in Project completion and demonstrating results that are above and beyond expectations. I have excellent communication skills both Bilingual and Bilateral and I am able to effectively communicate with all levels in both English and Spanish.
Skills: Gather Business Requirements, document technical requirements, use cases, process flows, and field definitions. Data mapping, data validations and gap analysis Create Test Plans and test cases and provide QA testing Multi-lingual professional customer service communication Extensive Computer Hardware Experience
Software: SQL Server Management Studio, Cisco Systems VPN Client, Microsoft Management Console, Windows 7/XP, Microsoft Office, Excel, PowerPoint, Adobe, Outlook, Help Star, Voyager, DOS, Avaya CMS Supervisor, Avaya Site Administrator, Great Plains, Remote Desktop Connection, SharePoint, and NetMeeting.
Experience 3 Day Blinds Corporation, Irvine,CA 2/2008 Present IT Helpdesk Analyst Responsible for resolving high-end issue that require extensive troubleshooting in both the technical field and business environment. Actively communicated support companywide to All Lines of Business and departments that include: Business Executive Management, Accounting, Marketing, Merchandising, Sales Management, Manufacturing, and Client Care. Providing Support to over 300+ end users. OS installations from XP and Window 7 along with components Trouble shoot issues for network (TCP/IP, DNS, DHCP) CRM Administrative Management Extensive Hardware Experience (Building, repairing and trouble shooting skills) Resolve Outbound and Inbound calls Communicate and Trouble shoot via emails Monitor production issues on ticket management system, are resolved within Service Level Agreement. Remote Desktop Connection Business support through Cisco Systems VPN Client.
Ameriquest Mortgage Corporation 2005-2007 IT Helpdesk\Desktop Analyst
Pacific Coast Structures Inc. 2003-2005 Customer Service Helpdesk Representative
Trans Union Credit Bureau Inc. 1998-2003 Customer Service Fraud Data Analyst
Education Chaffey College Graduated from Rancho Cucamonga High School 1995 Hands on experience (on job training) Interests Family Life, Computers, Gaming, and Automotive Repair References available upon request