MARK ALMEIDA

17617 Midway Road #238

Dallas, Texas 75287

325-829-7783

 

 

Professional Summary

Core Competencies: Troubleshooting / Process Improvements / Technical Support / Sales Management / Help Desk Support / Problem Solving / System Maintenance / Training / Mentoring / Team Management.

 

Technical Summary

Systems: AndroidOS, Windows 9X/NT/2000/XP/2K3, 7, 2008, Server 08, Server 12, LAN/WAN environments

Software: MS Office, Microsoft Dynamics CRM, Dynamics AX, Microsoft Navision, SharePoint, Exchange

Server, PC Experience: Troubleshooting Active Directory, DHCP, permissions and software compatibility, hardware/software installations

 

Professional Experience

 

Assa Abloy Hospitality, Richardson, TX (February 2012 – March 2015)

Technical Support Engineer

 

·   Took ownership of incoming calls from the end-user community and promptly provided one call resolution to address technical inquiries in a Microsoft Windows 9X/NT/2000/XP/2K3, 7, 2008, Server 08, Server 12 environment.

·   Performed front line installation of proprietary software for product lines and tested product hardware and software applications.

·   Utilized Navision and  MS Dynamics CRM for ticketing purposes.

·   Provided support to end users by identifying, researching and resolving technical issues thru TCP/IP, DHCP, Gateway, Router and Firewall network issues, Active Directory user accounts and permissions, replacing switches, hubs.

·   Provided input on processes and assisted with the development of standard operating procedures to gain efficiencies.

·   Escalated issues to other support department when applicable.

·   Excellent phone and interpersonal skills with customers, peers and management.

 

TeleperformanceUSA, Abilene, TX (November 2005 – February 2012)

Corporate Trainer

 

·   Trained learners on providing customer service to customers which included soft skills.

·   Provided training for technical support for VoIP, and basic troubleshooting for peer-to-peer and LAN/WAN networks.

·   Time management for each training schedule to ensure successful completion of curriculum.

·   Reported learners’ time and progress to managers and key learning factors were done on a timely basis.

·   Made decisions to determine adaptability to the environment.

·   Traveled to various locations within the company, domestic/international, to train learners and other trainers on various projects.

·   Developed and implemented curriculum for new employees.

·   Worked with Human Resources to develop strategies to attract high quality of diverse candidates.

 

Texas Tech University Health Sciences Center, Lubbock, TX (March 2004 – June 2005)

Project Manager

 

·   Project Manager for over 40 clients/hospitals under direct supervision to ensure that monthly all updates, training and materials were given to clients to ensure success of their employees.

·   Traveled to client facilities to teach and train personnel and provided personalized one-on-one training in order to maintain relationships for future assistance.

·   Troubleshot problems of clients in a timely manner and maintained a solutions database to ensure accurate completion of problem.

 

Blue Cross Blue Shield, Abilene, TX (April 2002 – September 2003)

Claims Examiner

 

·   Reviewed settled insurance claims to determine that payments and settlements had been made in accordance with company practices and procedures.

·   Analyzed data used in settling a claim to determine its validity in payment of claims.

·   Learned all aspects of medical insurance billing.

·   Reported overpayments, underpayments and other irregularities.

 

City of Abilene, Abilene, TX (January 1999 – March 2002)

Technical Support Specialist

 

·   Installed hardware to include switches, gateways, routers, configuring harddrives, in a  LAN/WAN environment

·   Installed software packages, to include Windows operating systems 9X/XP/NT, word processing and spreadsheet programs into workstations with ghost imaging to eliminate down time for users.

·   Prepared and processed more than 500 calls for service each month.

·   Attended technical conferences and seminars in order to keep abreast of new software and hardware product developments.

 

Kelly Services, Abilene, TX (June 1994 – December 1998)

Computer Technician

 

Proskauer Rose Goetz Mendelsohn and Kuh, New York, NY (May 1993 – April 1994)

Technical Support Specialist

 

Pennie and Edmonds, New York, NY (February 1990 – February 1992)

Technical Support Specialist

 

Kallen and Lemelson Consulting Engineers, New York, NY (July 1982 – January 1990)

Supervisor

 

 

Education

Texas State Technical College (2000)

 

 

 

REFERENCES FURNISHED UPON REQUEST