Engineer Customer Service

Rey Garza

512-***-**** *********@*****.***

Desktop &Laptop Software and Hardware Specialist

** ***** ** ********** ** a software and hardware support engineer

working with desktops, laptops and server platforms. Performed

local/remote hardware and software troubleshooting that directly

resulted in the development of hotfixes, product improvements and

knowledge base articles for hot customer issues.

Key skills include:

Help Desk Experience Linux Experience

Systems Management tools

Logical / Scientific Thinking Technical Document Authoring

Logical Problem Solving

Patch Management Training / Coaching

VMware Experience

Performance Monitoring Best Practices

Linux Experience

Customer Relations New Product Testing

PROFESSIONAL

EXPERIENCE

DELL, INC. Austin, TX (1992 - Aug 2013)

Senior Engineer, International Product Support (2003 - Aug 2013)

Sustaining software and hardware engineer responsible for

handling worldwide

escalations. Required to replicate and troubleshoot customer issues

and then work with Engineering, to deliver the final

fix.

. Proficient with Windows XP, Windows 7 and Server 2012, 2008R2

. Configuration, deployment and troubleshooting of network

switches

. Operating system deployments, patching and troubleshooting

. Removal of virus and malware on systems

. Excellent customer service skills

International Product Support Engineer, Client Engineering (1996 -

2003)

. Reactive and proactive 3rd level laptop support

. Duplication and resolution of escalated customer issues

. Point of contact for "Michael Dell" hot customer issues.

. Interfaced with Dell Laptop Engineering to bring new products to

market

. Provided email and telephone support for internal product

inquiries from Dell's global second-level technical support

groups.

. Authored knowledgebase documents for the worldwide technical support

organization, based on an escalations' result in order to provide a faster

solution for future customers experiencing the same problem.

Dell Technical Support Representative (1992 - 1996)

. Provided telephone based hardware and software technical support

for Dell's notebook and desktop computer customers, dispatched

service parts when necessary, and documented conversations in

Dell's internal database for future reference.

. Resolved technical customer escalations which could not be

managed by frontline technicians. This was achieved by first

duplicating the customer's hardware configuration, isolating the

root cause, and then providing a solution back to the customer.

Business Product Supply Field Service technician (1991-1992)

. Onsite troubleshooting and repair of PC's for Corpus Christi ISD

Rey Garza 512-***-****

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EDUCATION

Microsoft Corporation Microsoft Certified System

Engineer (MCSE)

Microsoft Corporation MCP

CompTIA Net+

Micro Technology Institute Houston Tx. Associates of Applied

Science

Del Mar College Corpus Christi Tx. Associates of

Applied Science (Computer Science)

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