Customer Service Technician

Chrisna Hean

***** ***** **** ***** *******, TX *7038

Cell: 713-***-****

Email: ***********@*****.***

PC Technician Systems Hardware Technician Network Technician

Accomplished IT professional with demonstrated success implanting strategic IT initiatives that improve business

functionality with positive impacts on the bottom line. In-depth expertise in the implementation, analysis, diagnosis,

troubleshooting, repair, and documentation of computer system. Strong “hands on” technical knowledge of systems

hardware and software.

Qualification Highlights

● I nformation Technology ● C onfiguration and Implementation ● Strategic

P lanning

● Technical Analysis ● I ntegration, Installation, and Support ● S ystems

A nalysis

● Systems Integration ● Diagnosis, Troubleshooting, Repair ● Customer Service

Technical Expertise

Operating Systems Windows Server 2003, 2000, Vista, XP, Windows 7

Languages Java, PHP, XML, HTML, Visual Basic

Hardware Routers – Switches –Hubs PBX Switches, Cisco Firewall, Netgear, Laptops & Workstation &

Servers (Dell, HP, Apple) Raid, SCSI, Modems, Network Cards, Memory, Mother boards,

LCD, Plotters, Printers, Scanners and other peripherals

Software MS Office Suite, Project Planner, Visio, Acrobat, Dreamweaver, Photoshop, Traveler Pro, Real

Time,

Networking LAN/WAN, TCP/IP, IPX/SPX, NWLINK, NETBEUI, WINS, DNS, DHCP, POP3, SMTP,

FTP, TELENET, VPN, ICMP, RIP, NAT, ETHERNET

Professional Experience

Computer Technology Solutions, LLC, Houston, TX 2007 to

Present

Computer Systems Technician

Oversee all platforms of DELL, HP, APPLE notebooks and PC workstations and printers. Diagnoses, troubleshoot, and

repair all points of system hardware and software issues relating to customer need and satisfactory. Meet with end-user

and external customers to train on software and hardware use. Documentation of repair reports in Traveler. Actively

provided desktop, configuration and phone support for software and hardware. Carried out full installation of Cisco

routers and cabling for routers, switches, hubs and new workspaces. Routine maintenance, along with setting up new work

stations and services any issue that is encountered via email, phone call, or on site through Golden West Ticketing

Systems.

• Desktop support coverage for a mixed platform (Mac OS & Windows) dealing with internal and external

customers.

• Typical helpdesk triage and level 1 support by phone and email for email, printers, application support and

network issues.

• Active Directory, Open Directory and MS Exchange for Mac and Windows XP and 7 environments with user

account, distribution and security group creation and management.

• Thin client support within a remote desktop environment with virtual desktop and server creation and

management using Team Viewer.

• Desktop support coverage for three sites to include Windows desktop & server OS, MS Office 2003 Suite.

• Hardware install and maintenance for Mac & Windows desktops, laptops, printers, scanners, projectors, digital

cameras, cell phone and many others peripherals

Hean.Chrisna Page 2

Stargel Office Solutions, Houston, TX 2005 to 2007

Copier Technician

Provided diagnoses, troubleshoot, and repair for business-enhancing software, printers, copiers, scanners, fax

machines. Rebuilt all Toshiba modules for 8 step repair component process. Assured copiers had excellent

print quality and functionality. Configured and implemented networking capability to existing network to all

copiers enabling user to print remotely. Set up local area network (LAN) and hardware components,

including the configuration of Cisco routers, switches and various crypto devices.

• Support wide are of customers throughout Houston metropolitan area

• Trained user on multi duplexing copier machines, printers and faxes.

• Day to day customer support

• Assist production and network support teams with incident resolution and site project work

• Devised, planed and implemented various hardware refresh and Software deployment projects

• Successfully implemented and migrated solutions offering more stability and reliability and easier

maintenance, while supporting existing technical infrastructure and applications

• ProMasters Service Award from Toshiba awarded to all technicians in 2007.

• Excellent customer service satisfactory Promasters Dealer of the Year Award from Toshiba awarded

to the company in 2007.

Baytown Seafood, Houston, TX

2003 to 2005

Kitchen Manager (Part Time)

Entrusted with the most complex customer service issues as a result of exceptional ability to promptly

resolve concerns and satisfy customers. Oversee 12 employees, assisted cooks with preparation of food,

trained and supervised cooks, handled inventory, work schedules, and appointments.

• Managed effective weekly, monthly, and annually inventory with precision.

• Created and implemented training structure for kitchen procedures.

• Organization and cleanliness of all kitchen area and up to date documentation of

h ealth code and fire safety of kitchen.

E ducation

B.B.A – Bachelors in Business Administration University of Houston-Downtown Houston, TX 2010

Concentration: Computer Information Systems

Certifications

CCNA- Cisco Certified Network Associate, TX 2012

CCNA Wireless- Cisco Certified Network Associate Wireless, TX 2012

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