• Hollywood Florida

Marlene Mercado

Computer Professional


To obtain a position in an office environment where I can utilize my pre-existing skills in computing, networks, administration and troubleshooting solutions.

Professional Experience

Work experience

Service Advisor

Aug 2012 - Present
Microsoft Stores

Technician and Customer Service:

  • Help customers identify and implement Microsoft (MS) technology solutions and services from the broad range of products to meet their needs.
  • Assess new and existing customer support needs in-store to diagnose and repair technical issues.
  • Provide system training to customers to help them gain knowledge of MS devices and services.
  • Maintain an elite level of product knowledge in all MS software suites, products, devices and services offerings.
  • Identify and take lead in complex repair situations to always deliver the right solution to the customer.
  • Remain up to date in the newest products and services to self-educate and share specialized technical knowledge with customers and peers.
  • Selected to represent store in Microsoft Dynamic Champion training and competition. Achieved excellent results and won first prize amongst 13 stores.

Counter Intelligence Agent (Geek Squad)

Oct 2008 - Aug 2012
Best Buy Co.
  • Computer Technician, worked in an energetic, fast-paced environment to perform computer software and hardware repairs, upgrades and installations.
  • Provided technical support and assistance to the customer as an in-store agent. Share technical knowledge by phone and in person with respect and professionalism.
  • Followed the stores Standard Operating Platform (SOP) to provide customer assistance.
  • Configured clients wireless networks to include Cisco and Netgear routers and other equipment.
  • Expertise with Sony, Samsung, Gateway, Asus, Dell, Compaq, Hewlett Packard, Toshiba and Mac computer maintenance, repair and parts replacement.
  • Facilitated in-store sales, worked with POS register systems, Ship/Receive units from service centers.


Mar 2008 - Oct 2008
Kress Stores
  • Delivered extraordinary service to customers and responsible for Store Team Members.
  • Implemented and stocked incoming and outgoing merchandise, marking prices and sales, sensor bars, etc. 
  • Worked non-traditional hours on weekends and holidays.


  • Over Seven Years of experience as a dynamic Computer Technician. Microsoft Certified Professional, Microsoft Dynamics Champion 2012 (AX, CRM and POS), Microsoft Certified Technology Specialist.
  • Proven technical expertise in operating systems/network/hardware configuration, management and troubleshooting, PC assembly, system integration, technical support and customer service help desk.
  • Self starter with strong work ethic and proven ability to lead, train, mentor and motivate teams to maximize productivity.
  • Highly effective organizational and communications skills proven by effective interaction with management, users and team members. Thrive in both independent and collaborative work environments.
  • Retail Experience.
  • Bilingual, fluent in both English and Spanish.




Home and small business networks: TCP/IP, LAN, WLAN, VLAN


MS Office Suite, Internet Explorer, Mozilla Firefox, Chrome, Safari, antivirus and anti-malware suites


Modems, switches, wired and wireless routers, network cards, memory, printers, scanners and other peripherals.

Operating Systems:

Windows XP, Vista, 7, 8, and 10; Mac OS, Apple iOS, Android

Education and Certifications


Microsoft Dynamics Champion Training

2015 - Present

Microsoft Certified Professional

2012 - Present

Microsoft Certified Technology Specialist

2012 - Present

Computer Science

2006 - 2007
University of Puerto Rico at Bayamón


2004 - 2006
University of Puerto Rico at Mayaguez