Customer Service Technician

David Gonzalez Jr

(***) ***-*** • *********@*****.***

SUMMARY OF QUALIFICATIONS

Computer operations professional with 25+ years of experience in computer technology, installation, imaging and configuration. Detail oriented with an extraordinary ability and aptitude. Possesses the ability to provide strong customer service through direct user support, enable user access to corporate networks and applications in a wide range of environments. Displays a proactive approach to exceed organizational objectives and results.

AREAS OF EXPERTISE

Hardware: HP3000, AS400, Dell computers (desktop, laptops and servers), HP computers (desktop, laptops, servers, and printers), mobile devices including iPhone, Android, and LAN/WAN

Software: Extensive experience with proprietary software, Windows (all versions), Office (all versions), and ShoreTel phone systems, Norton Anti Virus, Kaspersky Security Suite, Malwarebytes Anti Malware software, Veritas Backup Exec . Windows Image and Deployment, Norton Ghost, Macrium Reflect. VNC Viewer and TeamViewer 12.

PROFESSIONAL EXPERIENCE

Schurman Retail Group (Papyrus) Fairfield, CA

Helpdesk Technician\Support Specialist 2014 – 2017

Provide Computer support for over 300 stores in the US and Canada on phone and having access to their desktop via VNC Viewer to provided installations of hardware and software.

S and S, Supplies and Solutions – Contract Work

Helpdesk Support Technician

Fairfield, CA

2014 - 2014

Image and deployment of computers, laptops and printers.

Ascertained and deployed hardware and software on computers and laptops.

Processed service calls, troubleshooting, identified, and resolved complex hardware and software (computer, network, printer and phone) issues. Installed software to computers and mobile devices.

Bank of Marin

Systems Operator\Application Support

Novato, CA

2006 - 2014

Download and process all Bank reports into a System Archive On Base application from Host “ FIS Metevante Services.

Vital team member in processing\configuring reports on acquisition of another Bank to our system.

Fireman’s Fund – Contract work

Helpdesk\Analyst Technician

Novato, CA

2005 - 2005

Conducted rollout, reimage of workstations and laptops with Windows XP

Helped in development of Image and deployment process to standardize computer/software deployment.

Adventist Health Roseville, CA

Corporate Helpdesk\Analyst Technician 2005 – 2005

AS/400 Mainframe – enabling and creating user accounts. Initializing printer and printer troubleshooting. Account locked errors, enabling and resetting user accounts and passwords

Monitor and manage spikes on AS/400 mainframe

Hewlett Packard – Contract Work Roseville, CA

LAC, Latin American Caribbean Helpdesk Technician 2004 – 2005

Supported 30 to 35,000 HP users in Satellite facilities in Mexico, Central and South America in Spanish and English with Help desk support via phone, ticket application and VNC viewer.

Partnership Health Plan of California Fairfield, CA

Sr. Systems Operator\PC Support Technician 1994 – 2003

Monitored, scheduled backup jobs on HP3000 mainframe daily

Managed and supported PC equipment installation, troubleshooting and repair of 160 + users.

Spliced, dropped and installed Cat5 twisted pair cable with RJ45 jack connectors

Upgraded Servers, workstation and laptops either with new hardware or software when requested.

Acted as point of contact to resolve and troubleshoot technical issues.

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