Customer Service Technician

Allen K. Kong

**** ***** *****, ********, ** ****2, Home: 209-***-****, Cell: 209-938-

****, *****: *********@*******.***

http://www.linkedin.com/in/allenkong

SUMMARY

Computer support technician with over eight years experience providing

technical assistance to business professionals. Responsible for analyzing

and resolving complex hardware and software problems associated with

desktop and laptop PCs and peripherals. Demonstrated ability to integrate

computer skills, customer support experience, and related education to

exceed technical, business, and customer requirements. Skilled at

troubleshooting and fixing problems while minimizing customer stress

levels.

SKILLS

. Desktop/Notebook Systems . Desktop Operations . Support

Techniques . Compaq

. Customer Service . System Maintenance . System Tuning

. HP Desktop/Laptop

. Diagnostics . Component Repair . Microsoft

Windows . BM (Lenovo)

. Microsoft Office . Microsoft Networking . Mac OS

. HP LaserJet

. HP Pocket PC . BlackBerry . Dell Desktop

. Help Desk Operations

EDUCATION AND TRAINING

CompuVista Business Institute, Stockton, California - Network Support

Specialist, 2000

Foley-Belsaw Institute, Kansas City, Missouri - Personal Computer Repair,

1995

Delta College, Stockton, California - Architectural / Electronic

Technology, 1995

CERTIFICATIONS

. CompTIA A+ Certified

. Microsoft Certified Professional

. HP & IBM (Lenovo) OEM Certification

. Windows 7 Certified

EXPERIENCE

COMPUCOM SYSTEMS, Modesto, California 2006 to 2009

Technical Support Analyst

Provides support in the installation, relocation, modification, diagnosis

and repair of desktop and notebook computers, touched screen computer

and/or associated peripheral equipment. Focus of position is to minimize

system/hardware downtime and to ensure customer satisfaction.

. Built, maintained, and repaired computer systems to improve speed,

reliability, and efficiency of operation.

. Customize desktop hardware to meet user specifications and site

standards.

. Provide assistance to computer users via telephone, e-mail, and

remote software.

. Maintained trouble-ticket system to record and track user calls and e-

mails.

. Reported on common problems and complaints, escalating network-wide

troubles to Lead Technician.

MEMORIAL MEDICAL CENTER, Modesto, California 2005 to 2006

IT Desktop Support

Assists staff with technical support of desktop computers, applications and

related technology. Support includes specifications, installation and

testing of computer systems and peripherals within established guidelines.

Activities require interaction with application software and operating

systems to diagnose and resolve unique, non-recurring problems.

. Assist with the installation, configuration and ongoing usability of

desktop computers, peripheral equipment and software.

. Ensure desktop computers interconnect seamlessly with diverse systems

including associated validation systems, file servers, email servers,

computer conferencing systems, application servers and administrative

systems.

. Works with Help Desk and Network Operations staff as appropriate to

determine and resolve problems received from clients.

SAN JOAQUIN COUNTY SUBSTANCE ABUSE SERVICES, Stockton, California 2003 to

2004

Data Technician I

Assisting GED instructor with computer usage and provide the students with

technical issues as they arise and also supporting other surrounding sites.

. Register new student in the GED database on the server and create an

account for the new student to access their GED tests.

. Work with team member and travel from site to site assisting with

computer set-up, network connectivity, and troubleshoot printer, software

and hardware issues.

METROCALL WIRELESS, Stockton, California 2001 to 2002

Satellite Uplink Technician

Responsible for accessing satellites and bringing carriers up and down

according to a set schedule, monitoring uplinks for nominal operation, and

responding to network anomalies.

. Perform hourly systems walkthrough checks of paging equipment and

paging terminal monitoring.

. Developed and maintained intranet for Company Web sites utilizing

Dreamweaver, HTML, and Photoshop to enable employees to easily locate

information details and access online training materials.

WORKNET, Stockton, California 2000 to 2001

Information Systems Analyst

Responsible for the operating system and associated subsystems. Provide

system-level support of multi-user operating systems, hardware and software

tools, including installation, configuration, maintenance, and support of

these systems. Identify alternatives for optimizing computer resources.

. Research, plan, install, configure, troubleshoot, maintain and

upgrade operating systems.

. Troubleshoot and resolve hardware, software, and network connectivity

problems.

. Install, configure, and upgrade desktop hardware and peripherals.

. Conduct technical research on system upgrades to determine

feasibility and compatibility with current system.

WEST COAST MAGNETICS, Stockton, California 1999 to 2000

Electronic Assembler

Performs any combination of following tasks to assemble electronic

components, subassemblies, products, or systems.

. Reads work orders, follows production drawings and sample assemblies,

or receives verbal instructions regarding duties to be performed.

. Mounts assembled components, such as transformers, resistors,

transistors, capacitors, integrated circuits, and sockets, on chassis

panel.

. Connects component lead wires to printed circuit and connects wires

between individual component leads and other connectors, using soldering,

thermo compression, or related bonding procedures and equipment.

AMERIC DISC USA, Salida, California 1996 to 1997

Replication Operator

Set up and operate injection-molding machines to mold products from

thermoplastic materials.

. Sets machine controls, regulating molding temperature, volume of

plastic, molding pressure and time, according to knowledge of plastics

and molding procedures.

. Testing CD replicas for electronics qualities and evaluating test

results and performs failures analysis and report any failures to the

process engineer.

. Maintains daily care of the injection mold and ancillary equipment.

. Communicates with Production Supervisor regarding production

efficiencies, and technical issues.

INDY ELECTRONICS, Manteca, California 1995 to 1996

Wire Bonding Operator

Working in a clean room environment with Microelectronic components.

Performs Microelectronics assembly operations utilizing a variety of

equipment and hand tooling.

. Operating a third optical inspection machine to check for defected

dies after wire bonding.

. Bond chips on sub mounts including operation of die bonding reflow

and wire bonding.

. Wire bonding small wire to silicon dies, chips, thick film substrates

and lead frame.

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