Customer Service Technician

Michael R. Santiago

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

Lake Forest, CA 92630

Cell phone - 949-***-****

Email - ************@*****.***

Work Experience

Nov.2007 - Present

Partner Tech USA - Irvine, CA

Tech Support

. Provides technical support service over the phone and email with

troubleshooting POS terminals handheld devices, Tablets, Displays,

Thermal printers and other hardware peripherals.

. Researches and resolve technical issues in a timely manner.

. Supports Windows XP, Windows Embedded, Windows POS Ready, WinCE,

Windows Vista and Windows 7 operating system.

. Setup and dispatch on site tech for clients that requires service

repair and maintenance

. Creates/Issues trouble tickets for RMA requests

. Tracks incoming and outgoing RMA's, Evaluation returns, Advance

replacements, Loaner returns and other peripheral devices for POS

machines.

. Responsible for following up on overdue terminals that are still out

from the distributors and resellers.

. Submits weekly report of total incoming RMA's issued on the customers.

. Provides internal support for the company if needed such as network

troubleshooting, installation and maintenance of client computers,

network printer maintenance.

. Diagnose and repairs POS machines, pole displays, thermal printers,

programmable keyboards, card readers, biometrics, and bar code

scanners.

. Provides technical assistance with the Company's ERP system.

Nov.2007 - 2008

Partner Tech USA - Irvine, CA

Computer/POS Technician

. Diagnose and repair POS machines, LCD, Motherboard, I/O boards,

Magnetic reader, Biometrics, Touch panel, thermal printers, pole

displays and handheld devices used for scanning.

. Processes and repair RMA's (Return Merchandise Authorization) for

warranty and non-warranty POS machines and peripherals.

. Install hardware and software, data imaging/ghosting and backing up

data.

. Extensive knowledge in Win9x, 2000, XP, Vista and Mac operating

systems.

. Updates Circuit boards and BIOS for rework models/terminals, diagnose

electrical problems that requires soldering and IC (integrated chip)

replacement.

. Administer a step by step procedure to test new machines.

. Provides detailed report regarding units repaired for future reference

or history.

Sept. 2007 - Nov. 2007(Part-Time)

Circuit City - Laguna Hills, CA

Firedog Computer Technician

. Provides excellent customer service for computer repairs.

. Diagnose and troubleshoot laptop and desktop computers such as HP,

Dell, IBM, Lenovo, Acer, Toshiba, Compaq and Gateway computers.

. Installs hardware and software and data backups.

. Troubleshoot and configures Wired and Wireless connections.

. Has a good understanding of LAN/WAN environment.

. Configures/Enable wireless security such as WEP, WPA and WPA2.

. Ability to do firewall configuration for added security.

. Diagnose and troubleshoots Win9x and Vista operating systems.

. Installs antivirus to remove possible threats on the customer

computer.

. Optimizes/Tweak slow computers to improve performance.

. Assists and direct customers on how to maintain and troubleshoot their

computer.

Oct. 2005 - Jul.2007

Beezhub Gaming and Business Center - Pasig City, Philippines

PC and Network Technician

. Assembled 50 computers that will run in an internet caf business.

. Installed network cables within the caf .

. Administer Windows XP and 2000 operating systems.

. Configured file and printer sharing.

. Networked and configured 50 computers for LAN/WAN games.

. Maintains and troubleshoots computer hardware and software problems.

. Strong knowledge of TCP/IP configuration

. Installed and configured a desktop server to keep track of computer

usage, remote management and security.

. Provided customer assistance in document editing, browsing and

technical problems.

Mar.2004 - Oct.2005

Link2Support - Quezon City, Philippines

Product Support Representative

. Supports technical problems over the phone.

. Diagnose and troubleshoot LINKSYS routers, hub/switches, security

camera, and network adapters.

. Configured router, switch, gaming adapters, network interface cards

and other peripherals.

. Provided step by step procedure over the phone to troubleshoot Linksys

devices.

. Gathers all data from the customer such as date of purchase, type of

errors and the model of the device.

. Uses a knowledge base website for preference.

. Provides good customer service for diagnosing and troubleshooting

protocols.

. Extensive knowledge in wired and wireless networks.

. Supports Win9x, 2000, NT, Mac OSX operating system for wired and

wireless network configuration.

Jan.2002 - Mar.2004

Comedy.com - Pasig City, Philippines

Computer Technician

. Assembled 40 computers for computer rental business

. Networked and installed 40+ computers inside the caf

. Maintained and updates internet caf 's HTML website.

. Administered Win98 and MS Office software.

Mar.2000 - Jan.2002

Unilever - Philippines

Data Encoder

. Encoded resumes in a database using Microsoft access for easy

reference.

. Performed database queries and reports for various Human Resources

requirements.

EDUCATION

2007

New Horizons Computer Learning Center - Anaheim, CA

CompTIA A+ IT Technician

2002

Informatics Computer Institute - Philippines

CIPP (Certified Internet Professional)

. Internet Server Management

. Internet Essentials

. Dynamic Webpage Development

. PERL

1999

Informatics Computer Institute - Philippines

Diploma in Computer Studies

1994

Centro Escolar University - Philippines

B.S. CSIS (Computer Science Information System)

SKILLS

. Microsoft Win9x, 2000, NT, XP and Vista

. Basic knowledge of servers

. ERP system

. Good customer service skills

. Knowledgeable in MS office

. Strong background in PC hardware and software components

. Extensive knowledge of TCP/IP configurations and troubleshooting

. Wired and Wireless troubleshooting and configuration

. Wireless setup and security

. POS (Point of Sales) diagnostic and repair

. Firewall configuration and troubleshooting

. Extensive background in routers, hubs, switches, network card wired

and wireless

. Norton Ghost and Acronis

. Operating system tweaking, configuration and troubleshooting.

Contact this candidate