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Work experience

Aug 2006Feb 2009

Technical Support Agent (Mac & Windows)

ETelecare Global Solutions

·Analyses, diagnoses, and resolves situations that are abnormal to the running of an AOL software as they relate to the hardware, operating systems, or the general application software installed;

·Assist AOL members online on how to install AOL software and other AOL related products to the personal computers;

·Provide second level (tier 2) support to end customers;

·Provide troubleshooting support;

·Report reliability and maintenance problems; and,

·Utilize the incident management process to acknowledge, escalate, and report on incidents that impact mission critical systems.

Feb 2003Jan 2004

Webmaster / Online Marketing Staff

Multitask Internet System

·Maintaining the company's web site (;

·Perform online marketing efforts;

·Assist with projects to enhance Web site content;

·Renew Web content ensuring accurate and timely information is presented and ensure all modifications are uploaded to the Web server;

·Track and reports statistics of all Website traffic and recommends any necessary programming changes; and,

·Provides email campaign analytics and reporting as necessary.


Jun 2000Mar 2006

Bachelor of Science in Computer Science

Systems Plus College Foundation


• Applications: MS Word, MS Excel, MS Powerpoint
Operating Systems: Vista (workstation)and MAC OS X (10.4).
Operating Systems: Windows 2000, XP(workstation)
LAN/WAN knowledge
Marketing and website management
Technical Support


Technical Summary:

·More than 2 years of experience in providing 2nd Level technical supportin a call center environment.

·Less than a year of experience in marketing and web site management.

·Knowledge in configuring routers, ACL, subnetting and Ipv4 addressing.

·Operating Systems: Windows 2000, XP, Vista (workstation)and MAC OS X (10.4).

·Applications: MS Word, MS Excel, MS Powerpoint and HTML.


To obtain a position with a company that will offer a variety of challenges and responsibilities where my abilities and skills can be enhanced and fully utilized.