SUMMARY:

• Seeks employment with a well - respected company where my acquired talents in communication, technical skills and customer service business related activities will be fully utilized.
• I believe that my creative talents, high work ethic and commitment to succeed will be valued.
• I wish to be with a company that values hard working technicians who love to work in a busy and fast paced environment.
• Administrative Office 365 user support and reconfiguration
• Computer Engineering & Repair
• Fluent in Hardware Shipping & Receiving
• Experience in various consumer electronic hardware assembly & disassembly
• Dell EMC Certified
• Mac OS X MacBook Air Macbook Pro iMac Windows Solutions on OS X
• Advanced diagnosis in multiple sectors of technical related issues
• Android & iOS Software troubleshooting
• Field & Hardware experience
• Keen workflow and applicable skills which are beneficial to technical related issues
• Capable of working in a constantly evolving workplace

EXPERIENCE:

Confidential, Salinas, CA

Help Desk Support

Responsibilities:

• Answer inbound tech support calls and make outbound calls to customers as needed.
• Thoroughly troubleshoot, investigate and resolve customer computer related problems. Replace, refurbish, repurpose all Dell certified consumer electronics.
• Configure and troubleshoot all WOW nursing workstations.
• Keep detailed notes of all work performed on customers computer and workstations.
• Provide direct user and technical support for all surgeons, doctors, rehabilitation contractors, and MedHost staff.
• Configure & Reconfigure Office 365 product licensing
• Assist all user workstations with Office 365 platform and applications and updates
• Manage and monitor the ticketing queue ensuring that all customer support requests are handled in a quick, thorough and efficient manner.
• Reroute, reconnect, and reconfigure all Konica Minolta and industry related printer/ fax machines.
• Maintain 90% CSAT (customer satisfaction) and 90% QA (quality assurance) ratings.
• Ensure that all Network Infrastructure migrations are in compliance with all business ethics and company policies.
• Assist that all of the medical staff have an exceptionally positive and informative learning experience.
• Provide supervision with ongoing and short - term projects as outlined by management.
• Adhere to all company policies, procedures, and business ethics codes.

Help Desk Support

Confidential

Responsibilities:

• Remotely troubleshooting and manage LAN infrastructure
• Fishbowl integration support for all departments
• Hardware & software purchasing through Fishbowl for accounting and call center operations
• Service now user support
• Provide first point of contact support for all employee workstations
• Network Equipment & Backup Management
• Manage help desk for North American team
• Workstation management for onboarding employees
• Diagnostic Repair and Break/ Fix management for all workstations
• Manage all aspects of the networking platform
• Direct unresolved issues to the next level of personnel support
• Monitor active network and server infrastructure
• Administer network security measures to prevent system interruptions or breaches
• Perform remote desktop support on Windows and IOS

Desktop Administrator

Confidential

Responsibilities:

• Manage all aspects of the networking platform
• Troubleshoot network & system issues
• Perform routine preventative maintenance on equipment
• Execute sensitive data backup and restoration procedures
• Document all technical procedures and user guides
• Maintain client PCs/ workstations, to include updates and upgrades
• Perform remote desktop support on Windows and IOS

IT Technical Support Specialist

Confidential

Responsibilities:

• Re-image OS Microsoft Deployment Toolkit/ Vanilla OS Laptop/desktop imaging, deployments and break/fix
• Printer/hardware and software installs
• Patch Management
• General user support and
• Mobile device user support and
• Softphone support
• Active Directory and LAN support
• Remote user support
• VPN account setup and support
• Anti-virus management and support
• Research call delivery
• Respond to telephone calls, email and personnel requests of technical support in a timely manner.
• Participate in an on-call schedule and available 24/7, as needed.
• Provide excellent customer service in a challenging environment.
• Secures premises and personnel by patrolling property; monitoring surveillance equipment; inspecting buildings, equipment, and access points; permitting entry.
• Obtains help by sounding alarms.
• Prevents losses and damage by reporting irregularities; informing violators of policy and procedures; res trespassers.
• Controls traffic by directing drivers.
• Completes reports by recording observations, information, occurrences, and surveillance activities; interviewing witnesses; obtaining signatures.
• Maintains environment by monitoring and setting building and equipment controls.
• Maintains organization's stability and reputation by complying with legal requirements.
• Ensures operation of equipment by completing preventive maintenance requirements; following manufacturer's instructions; troubleshooting malfunctions; calling for repairs; evaluating new equipment and techniques.
• Contributes to team effort by accomplishing related results as needed.

Consumer Electronic Technician

Confidential

Responsibilities:

• Friendly and enthusiastic technician who consistently met customer service satisfaction goals
• Repair and refurbish all consumer electronic devices
• LCD replacement, water damage, motherboard repair and replacement
• Android OS & iOS troubleshooting
• Mac OS X MacBook Air Macbook Pro iMac Windows Solutions on OS X
• Digitizer replacement and testing
• Battery replacement and testing
• Activation and global GSM/ CDMA carrier unlocking
• Full metal bezel-assembly replacement and customization
• Received incoming material, determined whether it was valuable enough for resale, test and fix electronics (iPhones, iPads, MacBooks, PC’s, Windows Laptops, Printers, Networking Equipment etc.)
• Input inventory on company’s database, create invoices, generate lists on excel spreadsheets, log all work for each day.
• Ensure customer service through phone calls and e-mails
• Referred unresolved customer grievances to designated departments for further investigation.