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Help Desk Resume

Caracas, VenezuelA

Summary of Qualifications
• Twelve years of Information Technology (IT) industry experience.
• Detail oriented, with an ability to perform multiple tasks in parallel
• Proven ability to perform at a high quality as an individual as well as a part of a team


  • Cisco (CCNA) Training Courses
  • CCNA Exploration: Network fundamentals.
  • CCNA Exploration: Routing Protocols and Concepts.
  • CCNA Exploration: LAN Switching and Wireless.

Computer Skills
Windows XP/Vista/7
SQL Server, MS Access,
IBM Tivoli Mgmt/Enterprise Portal/Storage Mgr, AS/400 Installation
zSeries, xSeries, eSeries
MS Word, Excel, Access, Power Point, Cisco VPN

Language Skills:
• Conversational Spanish, skilled in written Spanish

Professioanl Experience
Confidential,Caracas, Venezuela
01/2010 – 08/2010
Help Desk Analyst/Contractor
• On site technical support for executive team, duties include:
• Hardware and Software support
• Troubleshooting basic telecommunications issues:
• Access point failures, ISP connection issues,Firewall configurations Monitoring daily company backup
and disaster recovery processes

Confidential,Caracas, Venezuela
10/2008 – 01/2010
Help Desk Analyst
• On-site technical support reporting directly to the Area Supervisor, duties include:
• Maintaining and improving performance of hardware, software, and telecommunications
• Ensuring operability of the firewalls and existing technology platform
• User setup, configuration, and maintenance
• Setting up user accounts and email accounts
• Modifying user profiles and permissions
• Monitoring functionality of network routers and switches ISP connections, Firewalls

Confidential,Caracas, Venezuela
08/2008 – 10/2008
Central Computing Operator
• Monitoring performance and functionality of services and platforms
• Monitoring, detection reporting, and tracking of hardware communications failures for customers
• Configuring and maintaining user setup and permissions for company IP phone accounts

Confidential,Atlanta, GA
08/1997 – 01/2008
Sr. Technical Specialist
• First contact of the customer service department for sales force in the United Kingdom (UK.)
• Assisting users with operating systems and various company applications:
• Training for new hires, customer service regarding Remote Access Applications
• Quality assurance and Reporting of project defects for internal home grown financial software (Call Atlanta)

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