1. Angel B. Alvarez
958 SW 149 Court | Miami, FL 33194
305-389-8395 | angelbalvarez@gmail.com
SUMMARY
Self-motivated, results-oriented IT professional with a proven ability to thrive in a fast
paced team environment. Nearly 20 years experience in problem analysis and
application of technology solutions. Detail oriented and able to multitask proficiently.
Efficient time management with a high percentage of first level resolution. Excellent
verbal and written communication skills in both English and Spanish. Ability to
effectively bridge the gap between technical and non-technical users with a primary
focus on customer satisfaction. Skilled at building rapport with diverse individuals while
handling complex technical issues within a multi-domain/platform environment.
PROFICIENCIES
Windows
AS/400
OS X
Unix
Active Directory
CA Service Desk
CA Spectrum
Orion
Keynote
MS Outlook
MS Office
MS Lync
Everbridge
PeopleSoft
Adobe Livecycle
Adobe Creative Suite
Wily
Citrix
RSA
Courion
FIM
Clarity
Remote Desktop
Team Viewer
Bomgar
JIRA
HTML/HTML5
CSS/CSS3
JQUERY
PHP
EXPERIENCE
December 2011 – Present | Interval International - SeniorService Desk Analyst
- Technical support of over 10,000 domestic/international employees/users
- Troubleshooting user issues via phone and remote desktop – VPN and Citrix clients
- Detailed creation/escalation of support tickets- CA Service Desk, JIRA
- Timely meeting of SLA requirements for all incidents and user requests
- Monitoring of ticket, voicemail, and text support queues
- User account creation - Active Directory, FIM, AS/400, PeopleSoft
- Monitoring of all critical systems and websites - Keynote, CA Spectrum, Wily, Orion
- Responsible for training of new Service Desk team members
- Escalation of critical issues – paging and initiation/monitoring of conference calls
- Creation of training documentation and problem resolutions – Knowledge base

2. Angel B. Alvarez
958 SW 149 Court | Miami, FL 33194
305-389-8395 | angelbalvarez@gmail.com
January 2005 – Present | Archangel Designs - Freelance Graphic/Web Designer
- Print and web design
- Maintenance and support of multiple websites
- Brand identity - Logos, business cards, promotional materials
- Illustration and digital media
October 2002 – December 2011 | Interval International - AS/400 System Operator
- Data backups for multiple platforms – AS/400 and Unix
- Daily processing of data and printing reports
- Technical support of domestic/international employees/users
- Monitoring of all critical systems and websites - Keynote, CA Spectrum, Wily, Orion
- Responsible for training of new Operations team members
December 1997 – August 2002 | Barclays Bank PLC - AS/400 System Operator
- Data backups for multiple platforms
- Technical support of domestic/international employees/users
- Daily processing of data and printing reports
EDUCATION
October 2011 | HDI Certification and Training
HDI Certified Support Center Analyst
April 2010 | University of Miami
Web Design Certification
April 2007 | American Intercontinental University
BFA - Visual Communications - Graphic Design
Summa Cum Laude