Christopher I. Long

**** ** ***** *****

Stockton, Ca 95204

Phone: 209-***-****

E-mail: acpjep@r.postjobfree.com

CERTIFIED NETWORK TECHNICIAN

Computer technician with over 10 years of experience in working and troubleshooting computers.

Possess a broad range of knowledge and experience with computer applications, operating systems, and

networks. Able to communicate effectively to inexperienced new users as well as power users. Capable of

taking feedback and applying it quickly. Dedicated employee willing to work hard to achieve company

goals.

PROFESSIONAL EXPERIENCE

2014-Present Computer XP Stockton, Ca

Senior IT Technician

• Troubleshoot issues with Macintosh and Windows Environments

o Isolating issues to hardware or software

o Resolving software issues to the best outcome for the business and the customer

o Performing repairs

o Operating systems:

Windows 8

Windows 8.1

Windows 7

Windows Vista

Windows XP

Mac OS X 10.4 – 10.9

• Interfacing with clients on expansion for hardware, software, and network needs

• Troubleshooting network issues

• Deployment of systems for customers

• Setting up office networks

• Troubleshooting server issues

• Resolving outlook issues

2008-2013 Apple, Inc. Elk Grove, CA

Tier II Tech Support Agent

Troubleshoot Apple desktops and identify calls that need to be escalated to Engineering

o Isolating issues to hardware or software

o Setting up hardware repairs

o Escalating emerging issues to engineering and following up with engineering to

issue resolution

Troubleshoot sync issues, including ilife and iwork applications

Assist customers with presales information

Make supervisory level decisions

Outlook support for syncing to icloud via Apple mail, contacts, and calendars

Groups worked: CPU, Formula One, and iApps

2008 Volt Technical Resources Elk Grove, CA

Tier I Tech Support Agent

Answered inbound Apple support calls and assisted customer with how to questions and with

technical issues with networks, software and hardware

Identified calls that needed to be sent to Tier 2 or other groups and escalated them

2008 Plus Group Inc. San Ramon, CA

Tier II Tech Support Agent for ATT

Troubleshot DSL connections for connectivity issues ranging from slow connections to lack of

connection

o Walking customers through making sure they had the correct settings in either

their computer, router, or modem

o Using enterprise router access tools to check and repair connections

o Escalating non-customer equipment connectivity issues to NOC

o Assisting with discovering outages

Worked customer issues with email

o Both through email clients and webmail

o Assisted customers who were using multiple platforms

Created trouble tickets

Handled case escalations

Troubleshooting and setting up Outlook

o Resolving mail sync issues

o Walking customers through setting up outlook for calendar, mail, and contacts

o Finding the correct settings for customers

Answered incoming calls from tier 1 agents

2007 Plus I.T. Consulting Stockton, CA

Level I Technician

Fixed client machines that had software or hardware issues

Upgraded computers, both software and hardware

Offered advice on system upgrades for clients based on their needs and budget

2004 –2006 Storage Pro Stockton, CA

Office Manager

Rented and vacated units

Oversaw tenant relations

Prepared for and coordinated auctions

Coordinated basic maintenance of the facility

Analyzed and audited inventory and ordered supplies

Completed closing and opening paperwork

Use and troubleshooting of Outlook

o Resolving mail sync issues

o Setting up Outlook for calendar, mail, and contacts

o Finding the correct settings to enter

2003-2004 Beach Otter, Inc Jacksonville, FL

Computer Technician

o Maintained office computer systems

o Performed backups and updated software

o Consulted on new hardware and software purchases

o Provided network maintenance and support by making sure that networks were running at proper

speeds, computers were able to connect to the network, and troubleshooting systems with

connectivity issues.

o Configured client systems and network devices for connectivity, both wired and wireless

o Use and troubleshooting of Outlook

o Resolving mail sync issues

o Setting up Outlook for calendar, mail, and contacts

o Finding the correct settings to enter

1997 US Army

Combat Medic

o Provided primary care to soldiers

o Maintained medical records

o Trained combat lifesavers

o Advised soldiers on medical needs

o Provided trauma triage and care to soldiers

o Supervised and ran mass casualty exercises

EDUCATION

2012 American InterContinental University Schaumburg, IL

Bachelor of Information Technology

Concentration: Networks

2011 American InterContinental University Schaumburg, IL

Associate of Arts in Business Administration

CERTIFICATIONS

2007 San Joaquin Delta College Stockton, CA

Certified Network Technician (present)

o Studied Cisco Networking Technologies and Net+

TECHNICAL KNOWLEDGE

Extensive knowledge of computer hardware and software

Network configuration and design

Network Troubleshooting

Mac OS X iPhoto

Windows iMovie

iWeb

iWork

Microsoft Office Outlook

PS8

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