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Gustavo Rengifo H: 954-324-0631 C: 954-773-5235 [email protected] http://www.linkedin.com/pub/gustavo-rengifo/22/545/166/ CAREER SUMMARY Seven years of experience in the computer industry. Credentials and strong background as a Global IT technician in Networking Administration, Web based-applications, and Desktop Support across Windows networks and telecommunications. Expertise in managing complex challenges and projects, providing fast problem determination and thorough analysis in order to meet the current needs and future expectations of business. Provide excellent internal and external customer service support in English or Spanish. An analytical and highly organized team player with proven leadership capabilities. * * * * * * * * Identify and diagnose issues Bilingual in English and Spanish Resources analysis and planning Productivity improvement Defect resolution Software and hardware troubleshooting Software documentation Keen attention to detail
TECHNICAL SKILLS Operating Systems: MS-DOS, Microsoft Windows 2000, XP, Vista, and Windows 7 Software: MO Suite: 2003, 2007, 2010 / Novell Client, Symantec Antivirus Networking: TCP/IP,IPX/SPX, UDP, NetBIOS, NetBEUI, Telnet, FTP, DHCP, DNS, ISDN, PPP, HDLC, Frame Relay, ATM, RIP, IGRP, OSPF, EIGRP, ICMP, STP, 802.1, ISL, VTP, CHAP, PAP, NAT, PAT, SMMTP, POP3, Network Installation Hardware: Desktop / Laptop Computers, Laser / Inkjet printers, Cisco Switches PROFESSIONAL EXPERIENCE Western Union, Sunrise, FL 2003 - Present Number one global money transfer company with annual revenue of $4.5 billion. The LACA office has a highly complex operation with four global brands involving ongoing business in 42 Latin American and Caribbean countries and territories. Global IT Tech Support Specialist Assist more than 5,000 WU branches in the USA, Canada, and 230 international agencies located in Europe, Africa, and South
America, solve technical issues including hardware, company applications, network, thermal and laser printer troubleshooting across Windows networks remotely as well as on-site, providing assistance for local Florida branches. * Identify and diagnose possible Agency / Branch hardware and / or software issues and request part replacements, if necessary. * Support, maintain, and manage information systems for agencies. * Support company applications based in DOS, Win XP, Vista and 7 OS. Full use of Microsoft Office and Lotus notes resources supporting documentation. * Manage user permission access according to levels and agencies' / branches' profile. * Document, follow up, and update pending work around installations, upgrades, trainings, and troubleshooting on an internal database until the issue is solved and closed. * Act as first point of contact for technical related issues by internal users in the network as well as external agency users via e-mail or phone. Complete call backs and escalation process based on understanding and analysis. * Assist technical and non-technical users on company applications operation, performance, and prevention in order to keep systems up and running. * Provide remote support for 70 technicians in the US and Canada across Windows network, e-mail, or telephone in order to solve technical issues on personal laptops or assist an on-site installation. * Completed Selected Projects, including: o Assumed major role in a global conversion process of Western Union agencies from an application based in DOS to an application called "VigoNet" in 2005 and then to "Flash" in 2009, as well as the release of the "Orlandi Valuta" IP / Modem terminals in 2008, providing support for installations and devices configuration. o Improved operating environments and reduced issue calls by 25% through investigation of system issues and creation of incident records which were routed to developers for resolution. o Inventoried and recovered more than 200 full extra computer sets from stores around the US and Canada, generating a big savings to the company due to the recovered equipment. o Improved response times by 23% as a member of system stability and performance support by performing response time studies and gathering data. Self-Employed, Ft. Lauderdale, FL 2004 - 2009 Computer Repair Technician Completed on-site repair and preventive maintenance on personal computers and related peripherals. * Evaluated technical issues, solved customer concerns, and troubleshot computer problems in an efficient and courteous manner. * Built custom computers in order to best serve the customers' needs. * Scheduled work and ordered parts. * Estimated and invoiced repairs. EDUCATION CompTIAA+ Training Course, 2007
McFatter Technical Center, Broward, FL Computer Tech Basic CompTIA Cert Training, 2006 Broward Community College (BCC), Broward, FL AA Degree of Publicity and Marketing, 1999 Santiago De Cali, Colombia LICENSES & CERTIFICATES N+, Prometric, FL A+, Prometric, FL Essentials of Excellent Customer Service, Vigo Remittance Corp, Sunrise, FL Anti-Money Laundering Compliance, Vigo Remittance Corp, Sunrise, FL
TECHNICAL SKILLS Operating Systems: MS-DOS, Microsoft Windows 2000, XP, Vista, and Windows 7 Software: MO Suite: 2003, 2007, 2010 / Novell Client, Symantec Antivirus Networking: TCP/IP,IPX/SPX, UDP, NetBIOS, NetBEUI, Telnet, FTP, DHCP, DNS, ISDN, PPP, HDLC, Frame Relay, ATM, RIP, IGRP, OSPF, EIGRP, ICMP, STP, 802.1, ISL, VTP, CHAP, PAP, NAT, PAT, SMMTP, POP3, Network Installation Hardware: Desktop / Laptop Computers, Laser / Inkjet printers, Cisco Switches PROFESSIONAL EXPERIENCE Western Union, Sunrise, FL 2003 - Present Number one global money transfer company with annual revenue of $4.5 billion. The LACA office has a highly complex operation with four global brands involving ongoing business in 42 Latin American and Caribbean countries and territories. Global IT Tech Support Specialist Assist more than 5,000 WU branches in the USA, Canada, and 230 international agencies located in Europe, Africa, and South
America, solve technical issues including hardware, company applications, network, thermal and laser printer troubleshooting across Windows networks remotely as well as on-site, providing assistance for local Florida branches. * Identify and diagnose possible Agency / Branch hardware and / or software issues and request part replacements, if necessary. * Support, maintain, and manage information systems for agencies. * Support company applications based in DOS, Win XP, Vista and 7 OS. Full use of Microsoft Office and Lotus notes resources supporting documentation. * Manage user permission access according to levels and agencies' / branches' profile. * Document, follow up, and update pending work around installations, upgrades, trainings, and troubleshooting on an internal database until the issue is solved and closed. * Act as first point of contact for technical related issues by internal users in the network as well as external agency users via e-mail or phone. Complete call backs and escalation process based on understanding and analysis. * Assist technical and non-technical users on company applications operation, performance, and prevention in order to keep systems up and running. * Provide remote support for 70 technicians in the US and Canada across Windows network, e-mail, or telephone in order to solve technical issues on personal laptops or assist an on-site installation. * Completed Selected Projects, including: o Assumed major role in a global conversion process of Western Union agencies from an application based in DOS to an application called "VigoNet" in 2005 and then to "Flash" in 2009, as well as the release of the "Orlandi Valuta" IP / Modem terminals in 2008, providing support for installations and devices configuration. o Improved operating environments and reduced issue calls by 25% through investigation of system issues and creation of incident records which were routed to developers for resolution. o Inventoried and recovered more than 200 full extra computer sets from stores around the US and Canada, generating a big savings to the company due to the recovered equipment. o Improved response times by 23% as a member of system stability and performance support by performing response time studies and gathering data. Self-Employed, Ft. Lauderdale, FL 2004 - 2009 Computer Repair Technician Completed on-site repair and preventive maintenance on personal computers and related peripherals. * Evaluated technical issues, solved customer concerns, and troubleshot computer problems in an efficient and courteous manner. * Built custom computers in order to best serve the customers' needs. * Scheduled work and ordered parts. * Estimated and invoiced repairs. EDUCATION CompTIAA+ Training Course, 2007
McFatter Technical Center, Broward, FL Computer Tech Basic CompTIA Cert Training, 2006 Broward Community College (BCC), Broward, FL AA Degree of Publicity and Marketing, 1999 Santiago De Cali, Colombia LICENSES & CERTIFICATES N+, Prometric, FL A+, Prometric, FL Essentials of Excellent Customer Service, Vigo Remittance Corp, Sunrise, FL Anti-Money Laundering Compliance, Vigo Remittance Corp, Sunrise, FL
