Jose Polanco

Freelance Help Desk Freelancer & Customer Response Freelancer

1306
Location:Naples, Florida, United States
Profile:https://www.freelanced.com/josepolanco
1
Kudos
4.0
2 Skills
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OBJECTIVE
To attain a position as a Technical Support Specialist, Help Desk, or Customer Service Representative.
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HIGHLIGHTS OF QUALIFICATIONS
• 10 years of experience in customer service
• Over 5 years of experience working in a help desk and call centre environment
• Known for approachability, diplomacy and calm demeanor
• Demonstrated ability to quickly diffuse heated customer situations
• Provided a leadership role in a team environment
• Supported other team members and facilitated in creating a stress reduced atmosphere
• Trained others in the use of applications and in technical support methods
• Excellent troubleshooting and logical problem solving skills
• High level of written and oral communication skills
• Creative ability to solve unusual or difficult problems when logical methods have failed
• Demonstrated ability to meet deadlines, and set priorities

EDUCATIONAL TALENT

• CERTIFIED COMPUTER NETWORK ADMINISTRATOR
COLLEGE OF BUSINESS TECHNOLOGY, 2002– 2002
8991 SW 107TH AVENUE SUITE# 200 MIAMI, FLORIDA 33176
(305) 273-4499
• HIGH SCHOOL
AMERICAN ACADEMY OF PINECREST
12651 SOUTH DIXIE HWY 314 MIAMI, FLORIDA 33156
1-800-470-4723

JOB PROFILE

• TECHNICAL SUPPORT SPECIALIST 2006-FEB 2011
GOL TV, INC, NORTH BAY VILLAGE FL
1666 J.F KENNEDY CAUSEWAY SUIT 402, NORTH BAY VILLAGE, FLORIDA 33141
(305)864-9799

PROVIDING TECHNICAL SUPPORT
Responsibilities handled are summarized as below :
• MANAGED THE PCS OF ALL USERS BY USING NEW TECHNOLOGIES.
• INVESTIGATED ISSUES REPORTED BY CUSTOMERS AND DEALERS IN A TIMELY AND EFFICIENT MANNER
• CREATED DIFFERENT ARTICLES WHICH HELP USER IN THEIR TRAINING PERIOD.
• ATTENDED DIFFERENT LECTURES OF SPECIALIST WHICH HELPS TO INCREASE EFFICIENCY OF USERS.
• TRAINED OTHER STAFF TO USE THE PROGRAM EFFICIENTLY
• FACILITATED AND PARTICIPATED IN CONFERENCE CALLS WITH CUSTOMERS AND OTHER DEPARTMENTS
• PERFORMED DATA CONVERSIONS AND REPAIRS OF CUSTOMER DATA IN ORDER TO MEET SPECIFIED PROGRAM REQUIREMENTS
• IDENTIFIED AND RESOLVED NETWORK AND DCOM CONFIGURATION ISSUES
• WORKED WITH RESEARCH AND DEVELOPMENT DEPARTMENT ON QUALITY ASSURANCE
• CREATED DOCUMENTATION ON POLICY AND PROCEDURES
• ATTENDED AND PLAYED AN INTEGRAL ROLE IN DEPARTMENT MEETINGS

• ON CALL TECHNICAL SUPPORT 2005- ON NEED BASIS
GARNET AND CARBONELL DPM, LLC
6705 S.W 57TH AVE. (RED RD.), STE. 312 CORAL CABLES, FLORIDA 33143
(305)670-8411
Responsibilities handled are summarized as below :
• PROVIDED TECHNICAL SUPPORT NETWORK, CONNECTIVITY, E-MAIL
• INSTALL NEW SOFTWARE AS PER REQUIREMENT AND SETUP COMPUTERS.
• RESOLVED TECHNICAL PROBLEMS BY IDENTIFYING AND TROUBLESHOOTING BY THEM.
• SUPPORTED END TRAINED THE USERS TO HANDLE DIFFERENT SOFTWARE APPLICATION AS PER REQUIREMENT.
• MAINTAINED STRONG RELATIONSHIP WITH WORKERS, WHICH HELPS TO PROVIDE BETTER SERVICE.

• MERCHANDIZE SALES 2005-2006
SHARPER IMAGE, NAPLES FL
Responsibilities handled are summarized as below :
ESTABLISH AND MAINTAIN RAPPORT WITH KEY DECISION MAKERS AND FULFILL THE NEEDS OF CUSTOMERS

• TECHNICAL SUPPORT 2003-2005
SMART SOLUTION & SERVICES, MIAMI, FL
13005 SOUTHWEST 122ND AVENUE MIAMI FLORIDA,33186
(786) 430-4330
RESPONSIBILITIES HANDLED ARE SUMMARIZED AS BELOW :
• PROVIDING PROFESSIONAL TECHNICAL SUPPORT AND MANAGEMENT
• RESPONSIBLE FOR PROVIDING TECHNICAL SUPPORT FOR SMART SOLUTIONS PRODUCTS AND COMPANY.
• RESPONSIBLE FOR TRAINING CUSTOMERS.
• SUGGEST AND REPRODUCE CUSTOMER PROBLEMS BY MAINTAINING A LABORATORY.
• RESPONSIBLE FOR MAINTAINING EXCELLENT WORKING RELATIONSHIP WITH CUSTOMERS NATIONWIDE AND THE CARIBBEAN
• RESPONSIBLE FOR THROUBLESHOOTING ALL TECHNICAL PROBLEM WITH SOFTWARE, HARDWARE, DIALUP CONNECTIVITY, INTERNET CONNECTION AND REMOTE ACCESS
• DONE TECHNICAL DOCUMENTATION.
• DONE OTHER DUTIES AS ASSIGNED.


ACTIVITIES

CHIEF COORDINATOR AND PRESIDENT OF FUNDACIÓN RANCHO PAPOY. NON-PROFIT ORGANIZATION IN THE DOMINCAN REPUBLIC TO SUPPORT NEEDY KIDS OF THE RURAL ZONE OF EL VISO DEL TORO.


Skills

• Adobe
• Adobe Flash
• Active Directory
• ActiveX
• Cabling
• Cisco
• DCOM (Dyn Common Obj Module)
• DHCP/DNS
• Disaster Recovery
• Ethernet
• Firewall
• FoxPro
• Great Plains Dynamics
• HTML
• HTTP
• IP
• Java
• LAN
• Lotus Domino Server
• PeachTree Quantum
• VCI Software
• Lotus Notes
• MS Office 2003
• MS Office Sharepoint 2007
• MS Visio
• Norton Antivirus
• PC Anywhere
• Photoshop
• Router
• Scanner
• Printers
• PC Security
• Sharepoint
• T1/T3
• TCP/IP
• VPN (Virtual Private Networking)
• Vmware
• VoIP
• WAN
• Windows 2000 Professional
• Windows 2000 Server
• Windows 7
• Windows 95/98/Me
• Windows Server 2003
• Windows Server 2008
• Windows Vista
• Windows XP
• Laptops
• Wide Knowledge of Personal Computer Building

Certifications

Microsoft Certified Technician A+

Microsoft Certified Network+

Microsoft Certified
Security +
Languages

Proficient in English and Spanish
Skills (2) Rating
Help Desk
Customer Response