Customer Service Technician

Lawrence Eric Montes

***** ******* ** ? San Elizario, TX ? 79849

************@*****.*** ? (H) 915-***-**** ? (C) 915-***-****

Career Objective

Obtaining a position that will allow me to be an asset to the company and

provide an opportunity for advancement while utilizing my customer service

skills and technical background.

Skills

. A+ certification.

. Dell DSCE Client Softskills certified.

. Excellent communication skills - written and spoken.

. Bilingual in Spanish.

. Excellent people skills.

. Very proficient with MS Word, Excel, Power Point, Outlook, Outlook

Express, photo and video editing programs.

. Type 40 wpm.

. Very skilled in PC operation and repair.

. Very adept with Windows 3.0 thru Vista and with DOS versions 3.3 thru

6.2.

. Very experienced with electronic test equipment and power and hand

tools.

Background

Technical and customer service experience. Effective problem solver and

team player. Highly organized, self-motivated and detail oriented.

Awards

National Service Technician of the Year for Snap On Tools 1996

Area Technician of the Year for Snap On Tools for the Phoenix Area 1996

Numerous monthly and quarterly Technician of the Month/Quarter for the

Phoenix area and the Midwest region during my employment with Snap On

Tools.

Work Experience

Kforce Professional Staffing Deployment Technician July 2010

. Replaced existing notebooks and docking stations

. Setup new notebooks and docking stations, set static IP address.

. Migrated users settings and files to new notebooks.

. Setup dual monitors to new docking stations.

. Connected workstations to networked and stand alone printers

Snap On Tools Corporation Senior Field Service Technician Sept. 1981 -

Jan. 2009

. Loaded standard PC and office software as well as proprietary company

software. Configured software and checked to assure proper

functioning.

. Scheduled and routed daily activities to perform installation,

calibration, training, maintenance, troubleshooting, repairing and

resolving all types of problems as well as hardware and software

upgrades on a line of equipment based on Windows XP and Vista OS.

. Received and responded to service calls received either directly from

the customer or through in-house dispatch system.

. Provided Help Desk support to customers and other technicians by

answering questions relating to hardware, software, and communication

problems.

. Tracked status of work orders and parts orders, completed service

documentation and maintained logs of customers' equipment.

. Also performed same for other equipment that includes electronic,

mechanical, electrical, hydraulic, refrigeration and pneumatic

equipment.

. Trained customers on the importance of the proper operation, use and

maintenance of their equipment to guarantee maximum benefit from the

equipment while ensuring minimal downtime.

. Maintained good customer relations through high standards of personal

appearance, ethical behavior, maturity and good judgment.

. Managed a large geographic area, with minimal supervision, while

maintaining a tight schedule so as to have a minimum negative impact

on customers.

. Scheduled vehicle maintenance on company service van while also

maintaining appearance and keeping van inventory organized.

. Monitored a large inventory of service parts while avoiding overstock

or under stock conditions. Transferred inventory into and out of my

location between the main warehouse and other field technicians. Also

maintained company tools, manuals and test equipment.

. Analyzed any unusual or high failure rates and reported them to the

Engineering Dept.

Coinstar Corporation Field Technician July 2009 - April 2010

. Maintain and repaired PC based machines running Windows XP that

provide coin counting services in retail locations, in a wide

geographic region encompassing El Paso county and southern NM.

. Maintained inventory and ordered parts to complete repairs of

equipment.

. Ensured that machines were regularly updated with proprietary software

patches and updates.

. Assisted customers, through phone support or in person, by answering

questions relating to hardware or software

Military Service

US Navy Honorable Discharge.

Aviation Electronics Technician.

Served aboard aircraft carrier USS Independence.

. Performed calibration, repair and maintenance of helicopter deployed

submarine detection equipment while working closely with the squadron

to ensure greatest uptime and detection rate.

Education

El Paso Community College ? Comp TIA A+ Certification ? 4.0 GPA

University of Texas at El Paso ? Liberal Arts ? 56 Credits

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