Rogelio B. Lopez

Email Middream06@yahoo.com

                 Cell   214-679-4860

Skills: Basic and advance skills in Quadramed, Novell GroupWise/ Active directory,XML, Experience with Remedy, Infra tracking software & service desk, Bilingual in Spanish, Proficient in all Microsoft windows platforms, Proficient in Business Objects, Proficient in Microsoft Office 2007,Basic and advance skills in Unix, SAP, POS, Siebel AS400 Accounting software,  Remedy, V.P.N , V.N.C and Timbuktu software  setup and configuration, Lotus Notes R5,Proficient in hardware repair and replacement of pc and server components

Work/Experience:

Insource Group Staffing, June 2016 to August 2016

·  2 month contract with Tuesday mornings

·  Provide technical support for stores nationwide

·  Assist with password reset in ultipro for store employees

·  Troubleshoot POS registers at store level

·  Troubleshoot network issues- phone issues

 

TRC Staffing Services, Inc. October 2015 to January 2016

·  Customer service representative for Starbucks and Pandora jewelry 

·  Seasonal position during the holidays 

·  Provided excellent customer service for inquiries regarding promotions

·  Took phone orders for Starbucks coffee and Pandora jewelry

·  Answered inquiries regarding past orders

·  Answered complaints regarding inaccurate orders

HCL Inc., December 2014 to May 2015

·  1^st level support

·  Used service now in creating tickets and keeping a log of worked done 

·  Provide support for Entergy

·  Used remedy in creating tickets and keeping a log of worked done

·  Pw reset of active directories and outlook

·  Troubleshoot pc issues either hardware or software

·  Provided remote pc support

Children’s Health, august 2014 to December 2014

·  Provide support high volume calls over 300+ calls per day

·  Pbx support line for internal and external customers

·  Hybrid position helpdesk/pbx operator

·  1^st level support

·  Pw reset of active directories and outlook

·  Troubleshoot pc issues either hardware or software

 

Brinker International, July 2013 to April 2014

·  Used service center in creating tickets and keeping a log of worked done 

·  Reset and unlock Active Directory user accounts, resetting Oracle passwords,

·  Troubleshoot eLearning modules

·  Provide support high volume calls over 100 calls per day

·  1^st level support

·  Troubleshoot pc issues either hardware or software

 

Matrix resources, (temp agency) March 2013 to July 2013

·              2^nd level support

·              Provide technical support to several outside contracts. Diagnose all issues with mobile phones and devices such as iPhone, Android, Blackberry, and Windows phones. Also provide mobile device management via Airwatch, BES, BAS, iCloud, Good, and Mobile Iron. Client-side software diagnoses includes Microsoft ActiveSync and Windows Mobile Device Center within Windows XP, Vista, Windows 7 and Windows 8. Calls logged in multiple ticketing systems including Parature, Remedy, and ServiceNow.

·              Worked with Enterprise Mobile-

·              Troubleshoot pc issues either hardware or software

·              Created profiles in Airwatch-

Volt workforce. (Temp agency) July 2012 to November 2012

·  2^nd level support

·  Used remedy in creating tickets and keeping a log of worked done  

·  Researched and corrected issues that involved software configuration inaccuracies

·  Troubleshoot pc issues either hardware or software.

·  Reset and unlock Active Directory user accounts, resetting Oracle passwords,

·  Troubleshoot ipad, iphone, and blackberry and Android phones

·  Tech Data Portal, production servers located in classified work space.          

·  Resolved user hardware and software issues by remote login

·  Used active directory in password lockouts, enable and disable accounts

·  worked on the Huntington Ingalls w/CSC

·  Using Microsoft SharePoint. I also have basic knowledge of  HTML

·  Maintained documentation using SharePoint web based software

 

Prithvi Catalytic inc. (temp agency) march 2012 to July 2012

·  Customer support for hotels.com/ expedia.com

·  Provide options for hotel guest to relocate or upgrade accommodations in the event that current hotel is not able to honor reservations.

·  Include Data Security Administration and Corporate Communication requirements gathering for internal distribution.

·  Researched hotel and surrounding areas for guest- provide great customer service. Maintained documentation using SharePoint web based software             

 ACS, Inc. (temp agency) March 2011- July 2011

·  1^st level support

·  Used service center in creating tickets and keeping a log of worked done 

·  Reset and unlock Active Directory user accounts, resetting Oracle passwords,

·  Researched and corrected issues that involved software configuration inaccuracies

·  Troubleshoot pc issues either hardware or software

·  Troubleshoot ipad, iphone, and blackberry and Android phones.            

·  Resolved user hardware and software issues by remote login

·  Used active directory in password lockouts, enable and disable accounts

·  Supported the Disney helpdesk

·  Include Data Security Administration and Corporate Communication requirements gathering for internal distribution.

·  Provided blackberry support, pw and iphone support

 

CompuCom Systems, Inc. Dallas, TX,   March 2008- April 2010

·  2^nd level support

·  Basic and advance skills in novell groupwise & active directory, such as password resets, acct lockouts.

·  Used service desk in creating tickets and keeping a log of worked done

·  Researched and corrected issues that involved software configuration inaccuracies. Software Analyst.

·  Troubleshoot pc issues either hardware or software-

·  Resolved user hardware and software issues by remote login.

Adecco (temp) EMC mortgage Lewisville, TX April 07 – January 08

·  3^rd level support for internal customers

·  Basic and advance skills in Unix and Unix Commands, such as password resets, acct lockouts, enable and disabled accts and creating accts.

·  Used remedy and Infra in creating  tickets and keeping a log of worked done

·  Researched and corrected issues that involved software configuration inaccuracies. Software Analyst, with focus on licensing ,upgrades and support

·  Used User Manager to resolve password lockouts and other administrative functions Answered a host of Office ’97 & 2003 application inquiries and troubleshooting methods there Assisted NT Administrators in the configuration of Windows NT workstations specifically DNS and IP settings

·  Resolved user community printing issues by pinging, using trace route, net use and other environment commands.

·  Software and hardware installs, Experience supporting PDA's (Blackberry, Treo) 

·  Troubleshoot routine problems with word, excel, ACT databases  and outlook

American Home Mortgage Irving, TX Sept 05 – Sept 06

Home Mortgage Collector

·  Call Center environment

·  Daily placed over 150 outbound calls

·  Received few inbound calls, handled escalated inbound and outbound calls

·  Collect on accts that are 1 to 30 & 30 to 90 days passed due

·  Negotiate payment arrangements for customers that are behind on there mortgage payments and escrow accounts

·  Provide extensions for customers who meet required criteria, whose accounts are 1 to 3 months passed due

Citi financial Coppell, TX March 04 – Sept 05

Home Mortgage Collector

·  Call center environment

·  Heavy outbound calls

·  Daily placed 200-300 calls daily

·  Collect on accts that are 1 to 30 & 30 to 90 days passed due

·  Negotiate payment arrangements for customers that are behind on their mortgage payments and escrow accounts

·  Provide extensions for customers who meet required criteria, whose accounts are 1 to 3 months passed due

Monitronics International (Temp) Dallas, TX Aug 03 – March 04

·  1^st level support for external customers

·  Received 90 calls daily for customers needing assistance with there home alarms

·  Provide technical support for home alarms sys for customers and business accounts

·  Provide password reset for customers

·  Provide temporary password for home guest, and temp employees

·  Troubleshoot routine problems with installation, user error and hardware failure

AT&T Broadband Plano, TX Jan 02 – Aug 03

·  1^st level support

·  Demonstrates courtesy and patience in customer relations in a inbound call center with high volume calls

·  Sells new services to new customers and attempts to upgrade existing customers

·  Exceeds or maintains minimum sales standards as required

·  Prepares work orders for requests after determining if field visit is required and assures appropriate follow-up procedures are followed

CompUSA Inc. Dallas, TX Oct.1998–Sept.2001

Help desk analyst/Software Specialist

*        3^rd olevel support for internal customers

*        POS support retail only nation wide, Basic and advance skills in Unix and Unix Commands, Experience in ProComm (telnet sessions)

*        Researched and corrected issues that involved software configuration inaccuracies Software Analyst, with focus on licensing and upgrades

*        Built strong relationships between external and internal customers. Troubleshoot network connectivity issues utilizing Performance Analyzer.

*        Used User Manager to resolve password lockouts and other administrative functions Answered a host of Office ‘97 application inquiries and troubleshooting methods there Assisted NT Administrators in the configuration of Windows NT workstations specifically DNS and IP settings

*        Resolved user community printing issues by pinging, using trace route, net use and other environment commands

*        Enabled Share level and user level within the Domain as designated by NT administrators

 

References Available Upon Request

 

High School Graduate 1994

Woodrow Wilson Highschool

Dallas, tx