1. Oscar Bermudez
9400 W Parmer Ln. Austin, Texas 78717
(321) 210-0826
10 August 2015
To:
I believe that my well rounded experience as an Information Technology Specialist could assist
Flatirons Solutions in achieving its IT goals. My vast understanding of systems requirements, validations,
signal flow and help desk operator experience as well as managing resource requirements will provide
Flatirons Solutions with an effective and efficient IT solution.
As an experienced Information Technology Specialist I provided support to hundreds of internal
and external customers with hardware and software installation, Outlook account management and
secure/unsecure network access.
I look forward on assisting Flatirons Solutions in achieving its information technology needs while
working with all levels of management, company employees and governmental agencies.
Sincerely,
Oscar Bermudez

2. Oscar Bermudez
9400 W Parmer Ln. Austin, Texas 78717
oscar.lexusis350@gmail.com ∙ Cell (321) 210-0826
PROFESSIONAL PROFILE
Information Technology Specialist ∙ Help Desk Operator
Extensive experience establishingandoperatinginformationtechnologysystemsandnetworks;
customersystemsrequirementsoriented;efficienthelpdeskoperatorleadingtoexpeditious
resolutions.
CORE COMPETENCIES
∙ Network Operation ∙ Customer Interaction ∙ Cisco Systems
∙ Systems Analysis ∙ Issue Assessment & Resolution ∙ Systems Validation
PROFESSIONAL EXPERIENCE
HBO Customer Tech Support Austin, Texas (April 2015 - Present)
Provide quality interaction and customer service to customers of our company and general merchandise
departments via phone, email, postal mail and a range of non-telephonic responsibilities.
Resolve customer inquiries and customer service related issues by answering inbound telephone calls
and resolving customer emails.
Customer order maintenance and resolutions for inquiries that may pertain to placing a sales order,
answering customer questions, or providing a resolution to an outstanding customer service issue.
Support special projects or provide additional help with Call Center operational activities.
Information Technology Specialist Killeen, Texas (Nov 2013 - Present)
Installed, operated and maintained multi-user information processing systems and peripheral equipment.
Performed analysis and information assurance functions; established and tested computer systems.
Conducted network analysis and prepared recommendations for information technology infrastructure.
Key Achievements:
➢ Created an standard operating procedure for the Cisco Powered Network (CPN) data stacks and the
secure transaction technology (STT) satellite telecommunications terminal
➢ Successfully established, tested and validated over 250 computer systems
➢ Provided IT support for 9 organizations with over 400 personnel

3. Computer Systems Analyst Basra, Afghanistan (May 2013 -Oct 2013)
Installed, troubleshoot and repaired networked system; installed and managed local area networks (LAN);
Microsoft Outlook accounts and anti-virus software update and patches. Conducted network mapping and
provided account management.
Key Achievements:
➢ Achieved 100% IT equipment validation and certification; provided information assurance program
oversight
➢ Coordinated the establishment of the local area network; managed over 300 Microsoft Outlook user
accounts
➢ Recognized for outstanding administration of the coordination desk
Help Desk Operator Baghdad, Iraq (May 2011 - Feb 2012)
Supported over 1,500 internal and external customers with issue analysis, troubleshooting, and repair of
hardware, software, patches and upgrades. Coordinated job orders with repair shops and provided IT
technical support. Supported local area network connectivity issues, Cisco routers, peripherals and
related equipment; provided information assurance updates and systems validations.
Key Achievements:
➢ Completed over 350 job orders and customer inquiries while supporting 14 organizations
➢ Commended for achieving a 30% backlog reduction
➢ Successfully deployed and redeployed organizational equipment without loss or damage
EDUCATION AND TRAINING CREDENTIALS
Fallston High School, Fallston, Maryland
U.S. Army Information Technology Specialist Course (20 Weeks)