Program and System Information Protocol: TCP/IP, WINS,
DNS, DHCP, NIS, Ethernet,
TELEPACIFIC COMMUNICATIONSAustin, TXTechnical Support Manager06/2012 to Current
Built solid productive relationships with all levels of leadership and support teams Extensive monitoring of performance, including appraisal and management, behavior and attendance.
Manage, supervise and direct day-to-day operations of Tier 1 and Tier 2 support which includes the support, maintenance and administration of the ISP, Voice as well as Data customers.
Determine direction for proactive and reactive improvements in processes to ensure customer satisfaction and a positive customer experience Provide leadership for departmental and company policies/ procedures concerning technical support, documentation, and communication.
Hold weekly conferences to ensure that objectives are being met including Overtime and budgeting requirements Full oversight of overall scheduling for the department, to ensure coverage for 7x24x365 operation.
COMPASS LEARNINGAustin, TXProduct Support Specialist09/2011 to 06/2012
Provided technical support to customers via telephone, email and through tickets.
Utilized Salesforce to generate tickets on reported issues.
Provide Support in a live chat room Applied appropriate problem solving skills, including the collection of detailed data when issues must be escalated beyond Tier 1 support.
Utilized remote desktop to troubleshoot and replicate customer issues.
Created demo accounts for potential new customers.
Applied best practices of software development while staying abreast of advances in the practice.
DRT SECURITYMiami, FLSecurity Guard Supervisor01/2007 to 01/2009
Monitored and authorize entrance and departure of employees, visitors, and other persons to guard against theft and maintain security of premises.
Wrote reports of daily activities and irregularities such as equipment or property damage, theft, presence of unauthorized persons, or unusual occurrences.
Called police or fire departments in cases of emergency, such as fire or presence of unauthorized persons.
Answered alarms and investigated disturbances.
Patrolled the property to prevent and detect signs of intrusion and ensure security of doors, windows, and gates.
Helped coordinate building projects by giving construction workers access to certain rooms in the building.
Provided proper etiquette training on how to properly interact with the residents and guest of the property.
DB TECH SERVICESMiami, FLIT Support Manager08/2006 to 06/2011
Primary hiring manager for all IT personnel Managed helpdesk that supported multiple branch offices and a mixture local and remote users Coordinated all IT initiatives related to the roll-out of multiple branch offices Developed, implemented, and communicated framework of procedures and processes.
Managed IT assets for the entire organization Managed all IT vendor relationships Administered enterprise VoIP system Instituted information security policies and best practices Responded to network monitoring issues and events.
MASTER OF SCIENCE:INFORMATION TECHNOLOGY- IT PROJECT MANAGEMENTAmerican InterContinental University, Schaumburg, ILINFORMATION TECHNOLOGY- IT PROJECT MANAGEMENT
BACHELOR OF SCIENCE:MANAGEMENT INFORMATION SYSTEMSFlorida Career College, Hialeah, FLMANAGEMENT INFORMATION SYSTEMS
ASSOCIATE OF SCIENCE:NETWORKING ENGINEERINGFlorida Career College, Hialeah, FLNETWORKING ENGINEERING
A dynamic leader with eight years of experience in planning, developing, implementing state of the art operational
solutions, and delivering on performance excellence, while continuing to keep a laser focus on customer satisfaction.
Extensive experience and background in leading cross-functional groups and teams with diverse technical backgrounds to
exceptional performance outcomes.