Customer Service Technician

Alonso Bonifacio

***** ** **** **. ***** Springs, Florida 33065

978-***-**** ( ******.*********@*****.*** (

www.linkedin.com/in/alonsobonifacio

Lead Technician

Motivated technician with more than 7 years of experience with a talent for

quickly mastering new technologies, managing time sensitive deadlines and

working with many diverse skill levels. Experienced in customer service and

technical support with the ability to identify, troubleshoot and resolve

hardware, software and networking problems. Quickly adaptable and able to

multitask in today's changing technical support and customer service

atmospheres, delivering integrity and loyalty to prospective employers.

AREAS OF EXPERTISE

Technical Support ( Customer Service ( Project management ( Scheduling and

Staffing ( Technical Training ( Metrics Evaluation and Improvement (

Customer Relationship Management ( Timely and Efficient Computer Repairs (

Remote Server and Workstation Administration ( Inventory Control and

Evaluation ( Fluent in Spanish

PROFESSIONAL EXPERIENCE

Apple Inc. Boca Raton, FL ( 2005 - 2010

American multinational corporation that designs and markets consumer

electronics, computer software and hardware.

Lead Technician

Supervises the day-to-day operations of Apple's service business and a team

of 14 technicians, ensuring complete and appropriate solutions are being

provided for every client and/or customer.

Responsibilities:

. Contact and brief management of the day-to-day activities in the service

area, and provide up to date information to the team of technicians

regarding issues effecting the service business and store.

. Act as a point of contact for customer service escalations and ensure all

are addressed in a timely manner.

. Provide front line support for escalated technical issues, repair/service

matters including PeopleSoft, SAP, Depot, engineering, parts, etc.

. Strategically schedule technicians to tailor to availabilities, fulfill

peak hour demands and meet business needs.

. Maintain and exceed the company's goals for turnaround time, same-day

repairs, customer satisfaction and service parts variances.

. Lead monthly round table discussions, evaluate technicians' performance,

Interview and assist with tech screens when requested by recruiting,

provide new store opening assistance and ensure compliance with all

corporate policies and procedures.

. Delegating responsibilities amongst other technicians and Managing

internal systems.

MINUTEMAN CONTROLS, Lawrence, MA ( 2004 - 2005

Bosch Fabrication Center.

Pneumatics Assembler / Structural Framing Assembler

Involved in all aspects of the production of Bosch Aluminum Structural

Framing Systems.

Responsibilities:

. Machining and assembling structural framing components after precise

measurement.

. Assemble and inspect pneumatic automation instruments and pneumatic

control systems.

. Ensure quality of manufactured goods met company standards and delivery

deadlines were met.

. Inventory control.

. Shipping and receiving.

EDUCATION

BIT in Information Technology (Expected 2012)

American InterContinental University

Information Systems and Technology

Middlesex Community College, Lowell, Massachusetts

Computer and Information Sciences

Northern Essex Community College, Haverhill, Massachusetts

CERTIFICATIONS

Apple certified Macintosh technician (ACMT)

Apple certified desktop technician (ACDT)

Apple certified portable technician (ACPT)

Apple software certification

Apple small devices certification

TECHNICAL SKILLS

Mac OS X 10.0 - 10.6 ( Mac OS X Server (Client & Admin) ( MS Windows (

PeopleSoft

( SAP ( CRM ( Adobe Creative Suite - Master Collection ( Macromedia Studio

( Unix ( Linux (Various Distributions) ( BSD ( HTML ( CSS ( DHCP ( DNS (

FTP, AFP and SMB Servers ( Firewalls ( CAT 5/5e, CAT 6/6A data, coaxial and

Fiber Optic cabling ( PC Maintenance & Repair

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