Escolar Documentos
Profissional Documentos
Cultura Documentos
Medeiros
1653 NW 81st Way
Plantation, FL 33322
954-281-0131
mm9dc922@westpost.net
CAREER SUMMARY
Global IT Technical Support Specialist with a broad understanding
of computer hardware and software including installation,
configuration, troubleshooting, and support with solutions to
various technical problems. Extensive experience in Operations,
Call Center Management, Communications, and Data analysis.
Successfully implemented highly effective helpdesk operations and
cost-effective management of innovative customer and technical
support strategies. Managed major projects throughout the United
States, Latin America, and Europe.
Specific expertise in the following:
* Team Leader / Leadership Skills
* Troubleshooting
* Project Management
* Multi-tasking
* Change Management
* Superior Customer Service
* Trainer / Mentor / Coach
* Team Player
* Great Communication Skills
* Trilingual: English, Spanish, Portuguese
TECHNICAL SKILLS
Databases:
Microsoft Office 2010, Microsoft Access
Programming Languages:
C++, Visual Basic, SQL, PHP, CSS, HTML, XHTML, JavaScript
Operating Systems:
Microsoft Windows MS-DOS / XP / Vista / 7, Microsoft Windows
Server 2003
Software Applications:
Microsoft Office 2010, Citrix MetaFrame Server, AS400, Acronis
True Images, Avaya Call Manager, Term-Master Profile Manager,
Webex Remote Desktop, Novell Software, Cisco VPN, Radmin Viewer,
Symantec Antivirus Corporate, WAN / LAN Technologies and
Protocols TCP / IP, Routers, Switches, Internet; QuarkXPress,
Adobe Photoshop, Adobe Illustrator, Adobe Encore and Adobe
Premiere.
Certification:
Comp TIA A+ Certified
PROFESSIONAL EXPERIENCE
Western Union, Sunrise, FL
2007 - Present
Leader in cross border money remittance and a $5B Fortune 500
company with 400,000 locations worldwide.
Technical Support Specialist - Team Leader
Manage the department projects. Assign and coordinate work
projects, designate staff assignments, establish work
priorities, and evaluate cost and time requirements.
* Reduced all abandonment rates by 40%, ensuring that telephone
service levels are met consistently.
* Supervise installation of various software packages and
configuration of many hardware items, including all computer
components. Maintain computer network and control user access.
* Design and upgrade the internal company's network. Manage
software updates and software testing as required.
* Test and recommend improvements in the company's system and
Money Transfer software program.
* Manage networking and systems analyst support.
* Coach the Team members on any procedures required to ensure
Customer Satisfaction between departments at all levels.
Intercos America, Congers, NY
2005 - 2006
Leading worldwide operators in the creation, development and
production of make up for the cosmetic industry's major
international beauty companies.
Senior Colorist
Supervised and authorized adjustments to approve colors for the
production of beauty products. Quickly promoted from Colorist
to Senior Colorist.
* Analyzed and compared colors with standard samples to ensure
the quality of products for customer satisfaction.
* Produced color adjustments for lipsticks, loose powders, eye
shadows, and blushers from customers such as: Clinique, Beauty
Bank, MAC, Estee Lauder, L'Oreal, AVON, Elizabeth Arden and more.
* Interacted with employees and conference calls with customers
from Italy, Brazil, England and Spain. Interacted in English,
Portuguese and Spanish.
Manhattan Inn Hostel, New York City, NY
2005
Manhattan Inn Hostel offers clean, comfortable accommodations,
by providing all amenities offered by traditional hotels but
at very reasonable costs.
Network System Technician
Managed installation, troubleshooting, configuration, and repair
of network infrastructure locally on each of four locations.
Monitored connections and input of company's database.
* Installed Wireless Networking and Routers and made connection
between computers and printers on a secure network to other
Hostels.
Haggemen Roofing, Richfield, NJ
2001 - 2005
Commercial roofing installation and repair company.
Roofing Foreman
Managed a team of 5 roofing specialists, responsible for repairs
to commercial roofing projects.
* Reduced repair time and exceeded all customer satisfaction
ratings.
S.W. Trading, Manhattan, NY
1998 - 2001
Retail electronics store.
Sales Manager
Managed two sales individuals, responsible for establishing sales
goals and improving sales performance.
EDUCATION
General Coursework
Broward College, Davie, FL
Coursework in Computer Sciences
Bergen Community College, Paramus, NJ
High School Diploma
Colegio Brasileiro, Belo Horizonte, Brazil