Bilingual Technical Support Analyst Resume Plano TX - Hire IT People

Bilingual Technical Support Engineer

Years of experience providing bi-lingual technical solutions and support to a broad spectrum of clients including: large corporations, government agencies, small business and home users based in North America, Latin America and Europe. Speak, read and write English and Spanish, withsomeconversational Portuguese. Technical expertise Include:

Software:

e-trust Intrusion Detection
e-trust Content Inspection
Provision Network Monitor
PC Enterprise
e-trust Firewall
e-trust Pest Patrol
Auto-Sys Job Scheduler
Compaq’s Software

Hardware:

Desk Tops
Servers
Switches
Routers
LAN’s
WAN’s
Security
Appliances

Operating Systems and Environments:Dos, Win 95, Win 98, ME, Win NT, Win 2000, Win XP, Win 2003 Server, Windows Vista, Unix, Macintosh, Fiber Optics media for data, video & voice, and 3-D software.

PROFESSIONAL EXPERIENCE

Confidential, Plano Texas 2009 - 09/2012
Supporting Clarity a Project Portfolio Management Software Application

Confidential Dallas, Texas 03/2008-10/2008

Bilingual Technical Support Analyst

Supported DProfiler, a 3-Dimensional costing designing tool used by the construction industry to calculate costs before building.Users range from engineers, architects, and estimators. Provided assistance on product, the O/S’ as well as the peripherals within the customer’s environment.

Confidential, Carrollton, Texas02/2007 - 02/2008

Web Support / Technical Support

Duties include: Bilingual technical support to sales field consultants within United States, Canada and Puerto Rico. Troubleshoot customer’s connectivity, hardware (computers, printers, modems, network cards, network connections), account maintenance and business software packages. Trouble tickets were tracked via remedy.

Confidential, Plano, Texas 04/1999 – 10/2004

Technical Support Engineer II

Provided localized (English/Spanish) support for internal and external customers with a wide range of Client/server Windows-based software products dedicated to provide a high level of security and protection to the critical points in the network. In addition:

Participated in the set up/installation and configuration of test labs needed for training of customers and internal employees on Intrusion Detection, Firewall, and Antivirus.
Conducted technical training for customers and internal employees on company’s software packages
Supported, build and modified hardware such as pc’s, servers, client machines, switches, hubs and cabling.
Helped to develop FAQ’s with local team on most common issues with step by step instructions
Worked with the internal localization team in the translation of technical manuals from English to Spanish.

Confidential, Irving, Texas 04/1997 – 04/1999

Technical Support Engineer II
Supported Spanish and English customers from the U.S. and Latin America with Platinum Technology products: PC Enterprise (an Interface that runs in windows and Mac operating systems as well as Unix Platforms), AutoSys (High end Job Scheduler for Windows and most Unix Platforms, HP, Solaris, AIX, Sun OS, etc.). Supported Provision Network Monitoring, a Network Monitoring Tool used in server/client windows environments.

Documented issues, created troubleshooting procedures, and provided solutions to our clients and other support technicians.
Reviewed and made enhancements to existing product documentation
Helped on-site services technicians by providing on site assistance on installs.
Reviewed and enhanced technical manuals to help customers understand instructions and procedures.
Conducted computer hardware maintenance, set up and support.

Confidential, Dallas, Texas 02/1993 – 04/1997

Bi-Lingual Hardware/Software Support Engineer II
Supported MCI’s Telecommunications Long Distance Services as well as a multi-product Line in North America and Latin America.

Confidential, Government contractor, Garland Texas - ITT 01/1990 – 12/1992

Maintenance & Mechanical Technician
Manufacture and maintenance of Night Vision Goggles used by U.S. troops and government agencies. Clean rooms with components assembled in a high vacuum environment.

EDUCATION AND PROFESSIONAL DEVELOPMENT

BS in Human Relations and Business - Confidential University
ASS degree from DCCCD – Confidential College
Courses: A +, Network + MCSE curriculum
E-Trust Pest Patrol Spy-ware software, Computer Associates
Technical Writing Intermediate Confidential College
e-Trust Firewall, Computer Associates
e-Trust Intrusion Detection, Computer Associates
e-Trust Content Inspection, Computer Associates
Unix O/S I and II courses Confidential University
Micro-computer Specialist Certification, Confidential College

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Bilingual Technical Support Analyst Resume

Plano, TX

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