• ACT
• Active Directory
• ActiveX
• Adaware
• Adobe Acrobat
• Adobe Illustrator
• Adobe Imageready
• Adobe Photoshop
• Adobe Premier
• Adobe Professional
• Adobe Reader
• ARMS Administration
• Avaya CentreVu
• Blackberry
• Bluetooth
• Cakewalk
• Crystal Reports
• Cubase
• Dameware
• DB2
• Desktop Manager
• DOS
• Encryption Plus
• EXO
• Filezilla
• Hardware support
• Housecall
• Linux
• Load Icons
• Lotus Notes
• Mcafee Anti-Virus
• Mcafee Firewall
• Macromedia Authorware
• Macromedia Captivate
• Macromedia Dreamweaver
• Macromedia Flash
• MetaProducts Enterprise
• Microsoft Access
• Microsoft Excel
• Microsoft Powerpoint

• Microsoft Query
• Microsoft Windows
• Microsoft Word
• Mozilla Firefox
• MySQL
• NetIQ
• NetMeeting
• Netware
• Networking
• Norton Systems
• Novell
• ODBC
• Odyssey Client Manager
• Paint Shop Pro
• Palm Desktop
• Palm Hot Sync
• PBX
• PC Anywhere
• PC Guardian
• Peregrine Service Center
• PHPMyAdmin
• ProTools
• Quickbooks
• Quickeys
• Quicktime
• Remedy
• SecurID
• Sametime
• Service Center
• Shortkeys
• SMS
• SnagIt
• Symantec
• Telecom
• Timbuktu
• Trend Micro
• VNC Server
• Voicemail
• VPN
• WSNKB

• Actionscript
• ASP
• Basic
• CentreVu CMS
• Coldfusion
• CSS
• HTML

• Java
• Javascript
• Perl
• PHP
• SQL
• Visual Basic

Chase Tier 1 Support
October 2006 – CURRENT
Technical Support Specialist Contract, Tampa, FL

• Technical Support
• Provide technical support within a call center environment for Chase Home Finance Prime and Subprime loan officers on proprietary software as well as full standard software suites.
• Assisted external customers in the access and navigation of propietary web based systems.
• Responsible for utilizing various databases and develop analytical skills to resolve problems in the most efficient possible manner.

• Managerial
• Raise within first 3 months.
• Preformed one on one training with multiple technicians.
• Acted as backup team lead.

• Web Development / Programming
• Created custom, proprietary software via CMS and VB that automated specific tasks in the call center environment.
• Designed fully functional wiki-style knowledge base in HTML, CSS and JavaScript for daily use in the center which also acted as a disaster recovery base.
• Knowledge base was upgraded to PHP/MySQL fully searchable database.
• Created daily, weekly and monthly reports designed in VBA that will pull the previous periods call statistics for the center.

• Technical Writing
• Wrote 450 knowledge documents using technical writing skills for center-wide use in daily troubleshooting.
• Knowledge documents also included ActionScript coding implemented through Flash interactivity.

PricewaterhouseCoopers
January 2006 – September 2006
Technical Support Specialist, Tampa, FL

• Technical Support
• Provided technical support within a call center environment for internal customers on proprietary software as well as full standard software suites.
• Responsible for utilizing various databases and develop analytical skills to resolve problems in the most efficient possible manner.
• Responsible for account administration on thousands of employees.
• Support and troubleshooting for Lotus Notes R5 & R6.5 with installation, configuration, and rebuilds.
• Extensively worked with Active Directory for password resets and account administration.
• Support for Cisco VPN Clients.
• Provided support for anti-virus and firewall clients Mcafee and Symantec.

IBM / Computer Generated Solutions
January 2005 – January 2006
Team Lead/Queue Lead, Tampa, FL

• Technical Support
• Provided technical support within a call center environment for IBM, Ernst & Young, and many other major corporations on proprietary software as well as full standard software suites.
• Responsible for utilizing various databases and develop analytical skills to resolve problems in the most efficient possible manner.
• Support and troubleshooting for Lotus Notes R5 & R6.5 with installation, configuration, and rebuilds.
• Extensively worked with Active Directory for password resets and account administration.
• Provided support for anti-virus clients Symantec.
• Help with the set-up, server synchronization and pin resetting for SecurID's.

• Web Development / Programming
• Created custom, proprietary software that automated specific tasks in the call center environment using CMS, JavaScript, CSS and HTML..

• Managerial
• Raise and promotion within first 6 months.
• After promotion, responsible for making sure that the calls routed correctly to our technicians through the Avaya call system and had a team under me that I was responsible for.
• Preformed one on one training with multiple technicians.

• Technical Writing
• Created knowledge documents using extensive technical writing skills for proprietary and 3rd party software for use throughout the center.

Aardvark and Associates, Inc.
January 1997 – October 2005
Head of Development and Operations, Odessa, FL

• Technical Support
• Provided on-site and in-house technical support, full internet spectrum design, image scanning, image rendering and graphics design from samples or per customer description.
• Responsible for supporting MS Outlook 2003 including: rebuilding profiles, troubleshooting, assisting with address books, contacts and webmail.
• Extensively worked with Active Directory for password resets and account administration.
• Promoted within first 3 months.

• Web Development / Programming
• Wrote code in CGI, JavaScript, HTML, CSS, Coldfusion, PHP and ActionScript.
• Was in charge of full front end operations, voice over acting, flash animation and full motion video for company commercials and infomercials.
• Responsible for complete site design.

• Database Administration
• Handled and maintained a client database of over 20,000 customers.
• Dealt with daily data entry for potential and existing customers in ACT, SQL and Access databases.

• Technical Writing
• Designed and developed over 200 customer websites per customer specifications.
• Worked as a technical writer for all manuals and proprietary software systems.
• Created interactive videos defining action in the systems with Macromedia Authorware and captivate.

September 2007
Selected to be sent to Jacksonville for training on a new software suite that the Tampa Chase helpdesk was undertaking support for.

October 2006
Undergone intense training through Chase for multiple software suites in October.

January 2006
Sent to New York for training. Undergone intense training through PricewaterhouseCoopers for multiple software suites in times ranging from January through March.

January 2005
Undergone intense training through IBM for multiple software suites in times ranging from January through July.

August 2001
Attended the University of South Florida for 2 years.

August 1999
Attended Gaither High School through 12th grade where I received my diploma.

PERSONAL REFERENCES

Nicole Vilches
Real Estate Agent Assistant
813-362-7970
Tampa, FL 33617

Greg Ross-Munro
Newspaper Columnist
813-679-0873
Tampa, FL 33558

Diego Verastegui
Medical Technician
813-841-0800
Tampa, FL 33614

Aaron Land
eBay Site Sales
813-484-2287
Tampa, FL 33624

PROFESSIONAL REFERENCES

Steven Martinez
CEO of Aardvark and Associates, Inc.
813-841-9401
Tampa, FL 33624

Bryan Barnett
Technical Analyst
407-619-1471
Orlando, FL

Tyrell Williams
Customer Service Specialist
813-770-1205
Riverview, FL

Nick Demelas
Programmer/Developer
813-390-8877
Tampa, FL 33624