Renato Ferraz Resume - 2007 Home phone: (484) 821-5864 E-mail: renatocferraz@yahoo.com Web Resume: http://www.geocities.com/renatocferraz ________________________________________________________________________________________________ HARDWARE: IBM and compatibles, hard drives, NIC cards, PCMCIA, Ethernet cards, Wireless, modems, cabling, Major Brand Printers, JAZ drives, ZIP drives, SCSI cards, CD-ROM, CD Recordable, Video capture cards, workstation setup and upgrade, Video conferencing cameras, Cybex box, black box, hubs, switches, routers, super disk, Palm Pilots, WinCE Devices, Blackberry / RIM Devices, MP3 Devices, ipod, Wireless networking SOFTWARE: MS-DOS, Windows 3x/9x/NT/2000/XP Workstation/Server, MAC OSX 10.4, TCP/IP, IPS/SPX, MSOffice 97/2000/XP/2003, Outlook98/2000/XP/2003, Office 2004 Mac, Lotus Notes, Internet Explorer, Netscape Communicator Suite, PC Anywhere, NT/Citrix Terminal Client, PUMA Intellisync, Blackberry / RIM Synchronizing Software, iManage docs, MP3, Video Editing WORK ENVIRONMENTS: Hands-On Desktop PC Support, Over 2 Years Call Center Ð Phone Support PC, Server PC, light MAC Experience. EXPERIENCE: Zenith Resources Oct2005-Present Excerpta Medica (Elsevier), Bridgewater, NJ Desktop Support Ð 100 Local Users ¥ Support users running Windows XP, Mac OSX, MS Office2003/2004, Outlook, Entourage, Acrobat 7 Pro, Contivity VPN, SecurID ¥ Support hardware such HP Desktop and Laptop PC's, Blackberry Devices, HP and Canon LaserJet Printers ¥ Maintain and replaced all types of PC hardware such as hard drive, memory, wireless, etc., Performed PC upgrades ¥ Created/Deployed/Upgrade PC Images Utilizing Symantec Ghost, Utilized Altiris deployment console for application distribution ¥ Utilized Formal tracking system Open Pursuit, Maintain Arcserve Tape Backup System Premiere Global Services, Tinton Falls, NJ Technical Support (Call Center) - 1500 Global Users ¥ Handled and Responded to call center calls Ð 100% Phone Support ¥ Support users running all versions of Windows OS, Mac OS, MS Office, Acrobat, Excel and Access databases ¥ Handled average of 40 phone calls on a daily basis and Resolved average of 35 technical issues daily ¥ Excellent customer service skills as displayed through response to call center calls ¥ Support / Maintain various web based communication products utilizing exceed UNIX platform ¥ Utilizing Formal tracking System Remedy NorthEast Mortgage Feb2004-Sept2005 NorthEast Mortgage / Exit Home Realty, Staten Island, NY LAM Admin - 50 Users ¥ Support / Setup / Maintain LAN, WinXP Client Workstations and Win2003 SB Server in DHCP / Static environment ¥ Support / Setup / Maintain SB Exchange Server 2003 ¥ Support WinXP workstations running on Dell laptops and desktops and Palm Pilots ¥ Support Workstations running Office2003, Outlook2003, IE6, Adobe acrobat reader/full, PC Anywhere, Remote Access ¥ Support / Update Norton Antivirus and eTrust EZ antivirus ¥ Setup Maintain Calyx Point Processing and L.O. Software and Data. ¥ Serviced/Install all hardware on all Desktop PC's and server, data recovery/restore ¥ Setup / Maintain Routers, Wireless, VPN, Switches and Hubs, Ran Cat 5 Cables , Setup Wall Jacks ¥ Setup / Support HP and Sharp LaserJet ABBTECH Staffing Services inc Oct2001-Jan2004 Internal Revenue Service, NYC Desktop Support - 500 Users ¥ Support / Maintain WinNT / WinXP Client Workstations in NT TCP/IP Environment ¥ Support WinNT / WinXP workstations running on Micron & Dell laptops and desktops, Compaq & HP desktops ¥ Support Workstations running Office2000, Outlook2000, Norton Antivirus, IE5.5, ¥ Adobe acrobat reader/full,*also installed proprietary software ¥ participated in COE (common operating environment) rollout Utilizing Symantec Ghost: ¥ insured all user data was backed up, installed COE Image, restored data, ¥ Hardware serviced/Installed on all Laptop PC's and Desktop PC's: ¥ installed all hardware with corresponding software drivers ¥ Setup / Support HP and Lexmark LaserJet in static IP printer environment Choice Consulting Sep2000-Sep2001 CBS Broadcasting National News Service, NYC Desktop Support - 100 Users ¥ Support / Maintain NT domain on static TCP/IP Network with IBM Desktops and Toshiba Laptops ¥ Monitor / Support / Maintain / Installed / Configured WINNT 4/2000, MS Office2000, Pinnicle Systems ¥ Montage/Vortex, Winzip8, MS Outlook2000, IE5, WinTV, PC Anywhere 9, NIM, Adobe Acrobat Reader ¥ Support Dial-up Remote Access Clients, Utilized MS User/Server Manager For Domains ¥ Support HP LaserJet/All-in-one Printer, Support PC Hardware Issues Enron / East Coast Power, NJ Desktop Support - 200 Users ¥ Support / Maintain WinNT 4.0 Client / Server, Win95 Clients on NT domain on TCP/IP With DHCP ¥ Setup / Support Lotus Notes, PC Anywhere, Word97, Excel97, IE4, Netscape Navigator 4.6, ¥ GP mate, Crystal reports, Minitab, Platinum Reports, WinZip, McAfee AntiVirus, Service Pack Upgrades ¥ Compaq Desktops and Laptops, Dell Laptops, HP DeskJet / LaserJet Printers, 3com NIC Cards, Zip Drives ¥ Compaq Proliant Servers, Tape Backup, Setup / Support Remote Users with Citrix ICA client CNBC.com, Fort Lee, NJ Desktop Support - 400 Users ¥ Support and Rollout WindowsNT4/SP4 machines on TCP/IP NT domain and Novell 4.11 ¥ Install and configured windows NT4/95/98,Office97/Sr2, outlook97/98,IE4, IE5, Netscape4.5, frontpage98, WS FTP, ¥ People Soft, Adobe Photoshop5/Premiere5/Acrobat Reader, JAZ/ZIP drives, Macromedia Director7/Flash3, Pkzip, ¥ Avid News, Avstar, HP jetadmin, NT service pack 4 and 5,Frontpage2000, WinTV, AOL4.0, 3com network cards, ¥ Setup, Synchronize and support Remote access user's with NT4 IBM ThinkPad's and in Projects addition Installed GE Capital IT Consulting Oct98 - April99 KPMG, Montvale, NJ Technical support analyst (Call Center) - 5000 Global Users ¥ Supporting Microsoft Outlook and IE4 issues, Remote User's with installation and procedures ¥ Guided user's through Dial up networking configuration and SecurID set up ¥ Utilizing SimpTerm Administration Utility for SecurID, Created SecurID card user profiles, ¥ assigned and unassigned cards, Set up users with emergency access pass codes ¥ Created SecurID web pages for Technical support analyst reference ¥ Utilizing a formal tracking system (Remedy system) PC Help Consulting Services Sept97 - Sept98 The Royal Bank of Scotland, NYC Desktop support - 100 Local Users ¥ Upgraded Compaq/Gateway2000 workstations to WindowsNT 4.0(service pack 3) ¥ Reinstalled and Reconfigured Ethernet cards, sound cards, video cards ¥ Installed and configured video conferencing stations, CD-ROM recorder ¥ Carried out Novell Netware 3.5 tasks (syscon,printcon) ¥ Troubleshoot HP printer problems Prudential Securities, NYC Desktop support - 5000 Global Users ¥ Install and configure Lotus Notes v4.5. ¥ Install corporate Intranet client for NetWare on Windows NT 3.51 & 4.0 workstations. ¥ Network and Desktop support for Lotus Notes related problems. ¥ Responsible for day-to-day troubleshooting of computer workstations. Empire State Insurance Company, NYC Desktop Support / Helpdesk - 200 Local Users ¥ Responsible for daily desktop phone support utilizing MS Access ¥ Troubleshooting hardware and support of Windows 3.1, NT 3.51 & 4.0, 95 EDUCATION: Devry Tech. / Woodbridge, NJ / Electronics / 1993 CERTIFICATIONS: MS WinNT 4.0 Desktop Administration MS Win98 Navigation MS Outlook2000 Fundamentals PLEASE NOTE: Some positions where held on weekends, second shift or overnight shift. REFERENCES: Rebecca Cummings IRS MITS Manhattan District Manager Email: Rebecca.Cummings@irs.gov Joel Nieves IRS MITS Midtown Manhattan Manager Email: Joel.Nieves@irs.gov Kevin M. Holian IRS MITS Security Services - Mission Assurance Email: Kevin.M.Holian@irs.gov