Sony Electronics, CISC, Ft. Myers, Florida 1996 to
Present
Senior Technical Specialist
Responsibilities:
Provide top-level technical support for both
in North America and Latin America. Using call center technologies,
establish a working relationship with Sony Latin American Service
Centers to resolve complex issues.
·
Provide 2nd and
3rd level Technical Support for All Sony Customers in the
U.S., Canada, and Latin America on Sony Computer Hardware/Software and
other Third Party Software/Hardware Related Issues.
·
Provide Spanish Speaking
American's and Latin America (as a whole), Technical Support for Sony
U.S. and Sony Latin America IT Products.
·
Provide Customers with
Network Solutions using Sony Computers.
·
Translation of Knowledge
base for Internal use by Sony Latin America and Latin American Public
Website Deployment.
·
Provide Customers with
Backup Solutions for Network Workstations/Servers or Personal Home
Computer Using Sony DDS, DDS-2, and AIT Tape Drives or Magneto Optical
Media.
·
Provide Customers Training
on Software as a Fee Based Support.
·
Coordinate Customer
Computer Repair Requests with Sony Repair Facilities.
·
Provide the 1st
and 2nd Level Support Technicians with Technical Assistance
on Hardware and Software Customer Related Issues.
·
Sony Integrated
Computers (Desktops, Notebooks, Palmtops), Monitors, and
Peripheral Product (CDROM, CDR & CDRW, Tape Drive,
Magneto Optical Drive, etc.) Certified Repair
Technician.
Accomplishments:
Involved in translating Expert Advisor
solutions from English to Spanish for both consumer products and Latin
American computer models. Involved in the convergence of
Consumer products and IT products for Sony customers. Help to
create an innovative HTML reference guide. These images reflect the
unmodified state of Sony VAIO Personal Computers and associated
peripherals. It helps to quickly pinpoint problem areas by giving
essential baseline and parameters for Sony products. Initially
provided on CD-ROM disk, this product is now an integral part of the
on-line utilities available at Sony locations around the world.
Help in the training of new hired IT personnel, both in coaching and
the use of CS3, EA and KB. Worked with supervisors as Team
Leader overseeing technical reps from 10-20 in a group used People
scheduler and Real Time Display Manager.
Performance
Reviews:
·
"You have brought great
credit upon yourself, the Technical Response Center, and Sony
Electronics."
·
"Has superior technical
skills and analytical capabilities."
·
"Works as a team to
resolve problems."
·
"Employee of the
month."
·
"Fully qualified and
dedicated employee."
·
"Maintains high customer
satisfaction."
·
"Learns new products
quickly."
ComputerAge Ft Myers, Florida 1997-2000
Technical Advisor
Responsibilities:
Provide technical support on all Apple
Macintosh computers, Repaired all types of printer Ink-jet and Laser
writers. Customer support on Apple and PC's, along with hardware
and software troubleshooting.
·
Dealing with Apple and
other vendors on warranty issues within the IT industry.
·
Managing the service
department, setup-working schedules for technical service reps,
contacted customers for on-site service, setup individual
training for customers, and contacted vendors dealing with customer
repair issues.
·
Provided remote, on-site
client systems support.
MicroAge Computer Center Ft Myers, Florida 1992-1996
Senior System Engineer
Responsibilities:
Provided quality customer support and
services: Managing the service department in handling on-site
service, kept track of working schedules for employees, schedule
on-site service for customers, scheduled in-house and on-site training
for customers.
·
Built and administered
various network operating environments.
·
Dealing with Apple on
warranty issues and other vendors in the computer industry.
·
Installed network,
maintained Macintosh and PC.
·
Technical troubleshooting
support on hardware and software.
·
Provided remote, on-site
client systems support.
·
Scheduled and performed
hardware & software upgrades.
·
Software training,
upgrading computer systems and software, assembly of computers from
memory, hard drives to main logic board
Accomplishments:
Fully trained and certified on Apple up to OS
9.x, Compaq, Epson, Hewlett Packard and Sony equipment.
Help establish on-site software training for
customers with new purchases.
Graduated as a Fulltime student from Southwest
Florida College with a GPA 4.0
EDUCATION
June 2000 - 2002
Southwest Florida College - Fort Myers, Florida
Associate Degree in Science
Major: MNE (Microsoft Network Engineer) Program
·
Microsoft Windows 2000
MCSE Certification Course
·
CompTIA Network+
Certification Course
·
CompTIA A+ Certification
Course
·
Visual Basic
Programming
January 1985
- Computer Processing Institute-
Paramus, New Jersey
November 1985 Diplomas
in Electronics and Microprocessing
ACCOMPLISHMENTS
·
Certified Microsoft
Certified System Engineer Professional –MCSE
·
Certified CompTIA A+
Technician
·
Certified CompTIA Net+
Technician
Language:
English and
Spanish
Military
Service: United States
Marines 1978-1982