Objective
To seek out a job where I can use my abilities and skills to
their utmost level in the Technical industry, Customer Support,
Service and having the opportunity to work with a diverse group
of people and drive them to success.
Experience
The Answer Group, North Lauderdale, FL
Technical Support Lead Specialist Team Leader
5/2000-8/2001
� Developed and maintained a Web based troubleshooting and
information tool
� Managed the entire IBM asset inventory control
� Managed a total of 25 employees
� Thorough knowledge of all pertinent IBM policies and
procedures
� Supervised the Lead Product Specialists (3rd level techs)
� Proven ability to train, coach and develop subordinate
personnel
� In charge of all training in IBM problem determination,
policies, procedures and soft skills
� Implemented a training course for new employees - ensuring
knowledge and productivity
Technical Support Engineer
1/1997-5/2002
� Achieved Level 4 TSE in 13 months, well ahead of the
promotional guidelines of the company.
� Designated to do escalations and callbacks by management staff
and IBM representatives.
� Worked and trained employees for manufactures such as Compaq,
IBM, Gateway,
And Best Buy Corporation.
� Assisted with Weekly top ten meeting with IBM Corp.
� Assisted Team Lead with technical issues and supervision of
the team in his/her absence.
� Managed designated callback queues improving overall contract
failure rates.
Skills
I am fluent in all Microsoft platforms including server
applications. I work very
well with Microsoft Office, Excel, PowerPoint, Microsoft
FrontPage and some
experience in Microsoft Access databases.
Other skills including the developing of web pages and web
designing using advance
applications such as Microsoft FrontPage, FrontPage Server,
Adobe Photoshop, Macromedia Fireworks, and many other web base
and graphic applications.
I also obtain the knowledge of all IBM compatible PC Hardware,
Network Troubleshooting
And repairs, including printers, copy machines, fax machines,
and other electronic
equipment.
I have maintained a Customer Service and Technical Support
center for 4 � years
expanding my knowledge in Customer Service, Communication
techniques, Troubleshooting, Engineering, Management,
Educational training on new hires and new clients product.
I am fluent in English and Spanish. |
