Technical Support Sales

Frank Ontiveros

PROFESSIONAL EXPERIENCE

Kingston Technology, Fountain Valley, Ca February 2011 to

May 2011

Level II Technical Support Technician

. Provided technical support for memory products like RAM for Servers and

personal computers and laptops.

. Recommended compatible memory for HP, Dell and IBM servers and computers.

. Recorded technical issues on Siebel call center database to keep a record

of customers product and device information, as well as action taken to

resolve problems.

. Provided technical support for USB flash drives and Solid-state Drives

(SSD).

. Provided customer's with quick and efficient solutions for their Kingston

products

. Technical support was provided through phone (answered 30-45 calls/day)

. Technical support provided via email and took ownership of case

. Created a tech support case number for each customer to reference when

calling for technical support

. Matched Kingston products with customer's needs (USB flash drives, SSD

technology, RAM)

. When Kingston products failed to work on a known working computer or

server I created a technical escalation for engineers to review and

recommend a solution and I kept the customers updated throughout the

process of testing the memory on the customer specific equipment.

. Provided technical support in Spanish and English for both Latin America

(Argentina, Chile, Peru, Columbia, Honduras, Costa Rica, Mexico) and

Domestic customers (US and Canada).

. Responded to technical issue via email using IBM Lotus Notes v.8.5

. Used IBM Lotus Notes to archive technical solutions into database.

Insight Systems Exchange, Garden Grove, Ca May 2009 to August 2010

Laptop Audit Technician

. Recommended selection of product to meet customer's needs and emphasized

selling points of items (quality, versatility, company's productivity

standards, etc.)

. Assembled customized computer systems based upon customer specifications;

troubleshooting system components to ensure quality of work; assisted

with quality control activities.

. Repaired computer systems and other peripheral equipment; conducted a

variety of diagnostic tests to determine repairs needed; made necessary

repairs; communicated with all levels of management and sales team as

necessary to determine problem areas and repairs needed.

. Provided technical support regarding hardware, installation and other

systems issues; assisted sales team with technical support issues

. Audited HP, Dell, IBM, Lenovo Laptops diagnosing hardware and cosmetic

issues such as LCD Screen damage, laptops casing damage, etc.

. Created a spreadsheet laptops audited - listing the service tag/serial

number along with model name and description of the laptop's specs and

the problem that was found

. Repaired Laptops by replacing needed parts such as LCDs, Palmrests, Top

Covers, Keyboards, bottom base covers, memory, motherboards, processors,

dvd-rom drives, etc.

. Used Microsoft Dynamics Great Plains software to maintain inventory

records

Freelance Computer Consulting July 2007 to Present

. Provide on-going onsite computer support to 15-20 personal and business

clients with phone-based technical support and hardware/software

installation at home and office locations

Sony Pictures Digital, Culver City, Ca June 2006 to July

2007

Quality Assurance Analyst - mobile phone video games

. Loading/Installing games on handsets, Loading J2ME Games, Brew

Application Games, Logging in problems/bugs into database, Brew

Application Loader expert, handled various carriers like Verizon,

Cingular/AT&T, US Cellular, T-Mobile, and Sprint. (Entire QA function was

outsourced)

Circuit City, Long Beach, Ca March 2005 to June 2006

PC Technician June 2005 - June 2006

. Diagnosed + Repaired Computers, Hardware and/ OS issues.

. Installed Hardware and Software, Motherboard and CPU, hard drives, Cd/dvd

drives, power supply

. Windows 98, 2000, XP.MS Office 2003 - Word, Excel, PowerPoint, Outlook

. Networking NIC Installations

. Wired and Wireless Routers setup

. Wireless security

. In-Home Network Installations

. Wired and Wireless Virus/Spyware Removal

. Antivirus software Installation

. Configuration Spyware software removal

. Data Recovery - recovered critical information from failed PCs/hard

drives

. Backed-up customers' hard drives.

Computer Sales Associate March 2005 - June 2005

. Provided Sales assistance for Desktop computers, Laptop computers,

Printers/copiers/scanners, Routers, Hard drives, memory, Monitors,

Computer services - In home Installations

EDUCATION

September 2008 to May 2009 Irvine Valley College

Completed A+ certification

Has completed a total of 60 credits in Computer Science, Business, Economic

and Finance

SKILL SUMMARY

. Typing 45 wpm, 10-key

. Computer Software Literate in the following programs: Microsoft Office

2003, 2007, 2010 (Word, Excel, Outlook, & Access), Internet Explorer

. PC/Server Hardware Troubleshooter, Wireless Technologies,

. Windows 2000 and XP, Windows Vista, Office (97, XP, 2003, 2007) CompTIA,

A+ Certified IT 2007, MCP/MCTS Windows 7 Configuration

. Read and write Spanish

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