revised resume
TRANSCRIPT
Erick [email protected]
(786) 457- 5126
11119 W Okeechobee Road # 115Hialeah, FL 33018
EducationFlorida International University, Miami, FLBachelor of Science in Information Technology - May 2015
Work Experience
Perry Ellis International, Doral, FLHelp Desk Analyst, March 2015 – Present
Level 1 phone and remote desktop support to over 2000 corporate and retail employees, assisting with and documenting all Tier 1/Help Desk issues using Altiris Ticketing System/Samanage Help Desk Software
Backup to the lead PC technician assisting with A/V setups as well as hardware replacements, repairs, and machine imaging
Was the lead help desk analyst in deploying Samanage Help Desk Software when migrating over from Altiris up until the go live date
Trained help desk team in Oracle Fusion HCM software Closely collaborated with network, system and database administrators as well as various
programmers to document and fix system wide issues and requests Routinely diagnosed and resolved a wide array of software, network and hardware issues
with first call resolution
University of Miami (Bascom Palmer), Miami, FLTemporary Casual Worker, May 2014 – June 2014
Communicated with hospital staff and analysts on varying software issues and bugs that became apparent during implementation of new system
Assisted system analysts with descriptive tickets, detailing and tracking user requests and concerns
Estes Express Lines, Miami, FLData Entry Clerk, October 2011 to January 2014
Coordinated with city dispatchers to update status of deliveries and pick-ups Provided superb customer care assisting customers in tracking their deliveries, pick-ups
and also providing information about their freight such as dimensions, weight and rates via telephone
Heavily utilized the AS-400 system to enter delivery data and delivery manifest information along with the summary of daily cash reports
Relevant Skills
Operating Systems Windows XP, 7, 8, 10 Mac OSX Linux CentOS
Mobile Operating Systems Android 4.0 and above Apple IOS 7 and above
Programming Languages C#, C++, Java, HTML, CSS, XML, PHP
Database Software MySQL SQL Server 2012
Networking Tools Windows Networking Tools Wireshark Cisco IOS Quagga Juniper
Miscellaneous Software/Hardware Google Docs suite Microsoft Office Suite Samanage Help Desk Software Altiris Ticketing System Oracle Fusion and E Business Middleware Windows Active Directory RSA/KeyFOB and Software Token setup Citrix Turbo Meeting Bluejeans Video Conferencing Shoretel 230 IP Phone Polycom HDX Chromebox for meetings