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Summary

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

Aug 2012Present

Service Advisor

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.
Oct 2008Aug 2012

Counter Intelligence Agent (Geek Squad)

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 2008Oct 2008

Supervisor

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.

Qualifications

  • 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.

Skills

Networking:

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

Software:

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

Hardware:

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

2015Present

Microsoft Dynamics Champion Training

Microsoft
2012Present

Microsoft Certified Professional

Microsoft
2012Present

Microsoft Certified Technology Specialist

Microsoft
20062007

Computer Science

University of Puerto Rico at Bayamón
20042006

Physics

University of Puerto Rico at Mayaguez