SUMMARY:

Help Desk, Desktop Support, Network Administration, Customer Service Support

TECHNICAL SKILLS:

• Windows Server 2012R2, Win95/98/XP/Vista/Windows7, Windows8, OneDrive, Linux (Installation, Configuration)
• MS Office 2007/2013/365 , Basic Windows Server 2008, Basic Windows Server 2003, Basic Windows NT, Basic UNIX, Basic Oracle, Basic MS SQL Server. In - depth knowledge of 802.11 a/b/g/n, Wi-Fi, RF Technology, Wireless Internet Systems.
• Familiarity with Active Directory, knowledge or understanding of various internetworking protocols such as TCP/IP, RIP, EIGRP, BGP, OSPF, SNMP, PPP, NAT, IPSec and ATM, DNS, DHCP, Hyper-V, VMware. Expertise in configuring, installing and troubleshooting PC systems, Confidential Vista and Windows 7, MS Office applications and Outlook, network configuration, and memory management, knowledge of remote access.
• Fluent in Brazilian Portuguese and English, ability to learn independently, team play, high patience level, strong written and verbal skills, a good problem solver.
• MVS, JES, IMS or CICS/CSP, AS, ROSCOE, DASD storage and RAID DASD technology, and their effect on performance and Disaster Recovery, automated tape libraries as well. Heavy experience with scheduling such as Confidential, Confidential Utilities.

EXPERIENCE:

Confidential

Software Engineer, Gainesville. FL

Responsibilities:

• SQL skills to create ad hoc reports, query tables in order to find resolution to an incident
• Good communication skills to understand problem and present solution steps to the users
• Good troubleshooting skills for problems occurring on the production application
• Experience in monitoring batch jobs and perform analysis for any failures
• Create and maintain a repository of commonly occurring issues and their resolution for frequently occurring issues
• Create incident dashboards and ticket trending as required
• Provide testing support for validating core functionality of the application as part of upgrade or deployment verification Support deployment process of the application.
• Support deployment process of the application. Experienced in Manual Testing methodologies, Defect Reporting & Tracking (Borland Star Team, JIRA) and Expertise in HP QC/ALM. Experience working in a Scrum/Agile environment

Confidential

Office365 Tier 2 Technical Support, Boca Raton - FL

Responsibilities:

• Provide Tier One and Tier Two Technical Support, troubleshooting and product knowledge transfer to Confidential Outlook and Confidential Office 365 Exchange Online customers via telephone and email utilizing Confidential Customer Assistance Portal (CAP) Service Request tracking and management system, Confidential ViewPoint software, Confidential Visual Knowledge Base (VKB), Confidential Remote Connectivity Analyzer (RCA), Confidential Office Configuration Analyzer Tool (OffCAT V 2.0), Confidential Support and Recovery Assistant (SaRa), Confidential Azure PowerShell, MX Toolbox web site.
• Conduct remote desktop viewing sessions with customers utilizing LogMeIn Rescue web site.
• Provide Confidential Outlook, Confidential Office 365 Exchange Online, Confidential Active Directory (AD)/Directory Synchronization tool, Windows Active Directory Federation Services (ADFS) and Confidential Azure PowerShell product knowledge transfer, troubleshooting and timely issue resolution.
• Assist and guide customers in configuring, troubleshooting and repairing Domain Name System (DNS) entries: MX (Mail Exchanger) Records, CNAME Records, autodiscover, TXT Records.
• Assist and guide customers in configuring, troubleshooting and repairing Hybrid environments.
• Assist and guide customers in configuring, troubleshooting and repairing email Migrations from On-Premises and Third Party Hosted Exchange Server and other Third Party email (e/g, Gmail).
• Ensure accurate Confidential Outlook, Confidential Office 365 Exchange Online, Confidential Active Directory (AD)/Directory Synchronization tool, Windows Active Directory Federation Services (ADFS) and Confidential Azure PowerShell product knowledge transfer, troubleshooting, issue resolution and documentation, swift follow up, a high level of customer satisfaction and multitask in a fast-paced office environment with a high degree of attention to detail, utilizing highly developed client facing soft skills and verbal and written communication skills.

Confidential

Bilingual Support Engineer, Fort Lauderdale, FL

Responsibilities:

• Daily interaction with other engineers to provide technical action plans for, or take ownership of the most difficult cases.
• Work directly with the Operations and Product Engineering teams to obtain product design information or isolate both bug and non-bug related issues.
• Demonstrated leadership skills and strong communication and interpersonal skills.
• Trilingual skills (English, Portuguese, Spanish).
• Remote Desktop and Virtual Private Network, knowledge of troubleshooting Video Conference systems, Netware Administration, Netware Installation and Configuration.
• MS Office, Basic Windows Server 2008, Basic Windows Server 2003, Basic Windows NT, Basic UNIX, Basic Oracle, Basic MS SQL Serve r, Windows Server 2012 R2.
• Ability to actively participate in team support by proposing and implementing solutions. Ability to use debug skills and source code access to troubleshoot and isolate problems to a component level using Confidential SDK(Software Development Kit), Hyper-V, VMWare, SQL skills, LogMeIn , HTML5, CSS3, JavaScript, Dynamics CRM Online Services experience especially with CCF(Customer Care Framework)-CAP(Customer Assistant Portal).
• Familiarity with the Confidential Exchange 2010 environment
• Familiarity with Email Delivery (SMTP, DNS MX Records, etc), Mail Gateway, Mail Routing , Windows OS
• Ability to install, configure and troubleshoot Outlook email profiles
• Conversant in the differences between POP, IMAP and Exchange email connections

Confidential, Temple, TX

Help Desk Tech/Customer Support Service

Responsibilities:

• Primary contact to resolve problems reported to the Help Desk by phone, e-mail, or in person.
• Records problem and resolution details to track requests and resolution. Monitors and documents status of request until its resolution.
• Works with other members of the IT Department to resolve technical problems.
• Provide basic support of hardware, peripherals, and network access.
• Research various problems to provide appropriate and timely responses to end users, resolve basic troubleshooting issues and assist users through simple procedures, understanding of device hardware
• Assist with aspects of hardware retail lifecycle: purchasing, deployment, maintenance, and retirement
• Strong understanding of Confidential /Unix operating systems
• Knowledge of IPS/IDS, Knowledge of switching, routing/routing protocols, IP, Firewalls, VPN's
• Knowledge of security concept such as vulnerabilities, exploits and industry standard security references.
• Extensive troubleshooting and testing skills (i.e. analytic, be able to narrow down on a problem, use documentation, tools, etc to troubleshoot)
• Strong working and theoretical understanding of the OSI Layer model
• Strong Networking knowledge including sub-netting, TCP/IP and bandwidth usage concerns
• Knowledge of TCP/IP and LAN technologies
• Understanding of Windows Operating system
• Understanding of Linux Operation systems
• Working knowledge of Active Directory
• Strong log analysis skills
• Ability to work with SQL databases
• Strong experience with PC hardware troubleshooting.
• Experience in Windows 2000/XP/Vista/7, MS Office 2007/2010

Confidential, Natick, MA

Help Desk Tech

Responsibilities:

• Experience diagnosing, troubleshooting and resolving client issues with hardware maintenance, installations and upgrades.
• Answers questions about installation, operation, configuration, customization, and usage of assigned products.
• Applies diagnostic techniques to identify problems, investigate causes and recommend and implement solutions to correct common failures.
• Provide remote support and trouble shoot issues with customers to resolve issues.
• Typically provides technical support for internal and external customers.

Confidential

Support Analyst

Responsibilities:

• Responsible for the implementation of the operation automatization using Auto-Operator/B&B.
• Responsible for backup and maintenance of operating system environments for the network (MVS-ESA, CICS/CSP, AS, Roscoe, etc), monitoring the MVS System, analyzing the production batch schedule.
• Confidential and Data Management. Experience in computer operations, including monitoring, controlling and systems recovery of MVS, JES, IMS or CICS/CSP, AS, ROSCOE, Confidential storage and RAID Confidential technology, and their effect on performance and Disaster Recovery, automated tape libraries as well.
• Heavy experience with scheduling such as Confidential, Confidential Utilities, providing system failure support with Confidential 's.
• Mounting of tapes, performs system tuning, monitoring and diagnostics to insure efficient and cost efficient performance.