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Yyyyyy x. yyyyyy

- 140 S. Reno St. #337 Ÿ Xxxxxx, CA xxxxxx ( (xxx-xxx-xxxx *


Technical Support/Account Management ▪ Customer Service

Qualifications Profile


    Results-driven IT professional with over 12 years providing high-performance client/user technical support, systems and network administration, call center customer service, account management, & project support in the IT solutions and telecommunications service sector.

    Highly organized, detail-oriented, analytical and methodical with critical thinking to resolve complex IT hardware and software issues, minimize system downtimes, optimize system performance, and maximize benefits of installed IT systems in several companies.

    Excellent communication skills that inspire user confidence, while fostering teamwork synergies with multi-disciplinary technical staff, colleagues and subordinates in achieving shared commitments.


Professional Experience


Information Management Group

Security Infrastructure Administration / Data Management - Symantec - Veritas Apr 2007 May 2016

    Provided technical support via email, phone, in person and Web-Ex, supporting proprietary Cloud Archive and Advisormail (email compliant web-based) application, and monitoring SalesForce and Email queues for handling and resolving new cases.

    Performed file conversion for data ingestion and extractions, validating and encrypting important and sensitive transactions using Bitlocker, TrueCrypt & PGP, while developing & implementing pertinent procedural documents.

    Interacted with overseas data centers and resources in providing data storage solutions for specific client needs.

    Provided VPN connectivity for remote users, authenticating VPN clients for data upload to FTP site.

    Collaborated with Implementation and Technical Account Managers in onboarding new clients.

Support Centre Analyst Live Office

    Provided technical support for Live Office partnerships with Microsoft (BPOS), Intermedia administration panels, & Symantics (SHS).

    Managed a hosted exchange environment, administering active directory in authorizing system users, personal and discovery archiving, setting-up and maintaining Instant Messaging archiving, while providing hardware and software support for desktop and mobile devices (blackberry, droids, iPhone, tablets, iPad, among others).

    Addressed complaints and escalated cases to tier 3 for resolution, ensuring daily case updates to customers daily.

    Trained personnel on Live Office IMC Teleconferencing Product, Advisormail, and Webmail.

Thor Group, Inc. Afinety, IT Solution, Inc. - (P/T, Temporary Roll-out Projects) Aug 2004 Apr 2007

    Worked with Afinety on roll-out projects in a legal environment, maintaining desktop computers, printers, and LAN/WAN connectivity, while assisting users with MS Exchange and Black Berry desktop configuration.


Global technology (Contractor) Verizon Business Technical Support (VBTS) May Jul 2004

    Provided system administration and technical support to business DSL and Dial-up customers through a call center environment, authorizing users, managing DSLAM s, installing and administering DSL software, hardware, routers and switches, including LAN/WAN network and MS Windows (98/2000/XP) OS.

    Created and closed trouble tickets, resolving issues by phone and/or dispatching field technicians, documenting customer issues, maintaining accuracy in customer databases, & notifying customers on new products and services.

    Oversaw technical support for frame relay, ATM, DSL, routers.

    Performed domain/DNS routing troubleshooting and FTP/DSL connection assistance




B.S. in Telecommunications Management, DEVRY UNIVERSITY Long Beach, CA (2001)


Professional Training & Certification

    CompTIA N+, Oxford Institute of Technology, Woodland Hills, CA (2003)

Technical Skills

    Networks: LAN/WAN, Wired/Wireless, TCP/IP FTP, VPN, MS Exchange

    System Administration : IPX/SPX, DHCP, DNS,

    OS: MS DOS, MS Windows 95, 98, NT, ME, 2000, 7, 8, &10

    Internet: Internet Explorer, Safari, Chrome, 7 Firefox

    Productivity Tools: MS Office (Word, Excel, Access, PowerPoint), MS Project , & Adobe Acrobat

    Online Apps: Sales Force, MS Office 365, Share Point, Remedy, & Oasis


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