Technical Support Customer Service

Stephen McElvana

Vista, California ***** 619-***-**** *******.********@*****.***

Professional Summary

Technical support professional with over 20 years experience in hardware, software and customer technical phone support. Strong background in client computing and repair. Individual or team player using problem solving skills logistical and mechanical. Self motivated, friendly and flexible. Demonstrated success with effective communication and results driven work. Pursuing Associate of Science Degree and Cisco Certified Network Associate.

Skills

●Punctual

●Effective Communicator

●Customer Service

●Escalation Resolution

●Desktop Support

●Windows Support

●Local Area Network Support

●UNIX Support

●Hardware & Software Troubleshooting

●Information Technology

Work Experience

Escalation Technician II

January 2005 - April 2014

HM Electronics

Poway, CA

●Lead technician

●Call center support. Responded to all call requests, resolved or dispatched field technicians as required.

●Maintained records of daily communication transactions, problems and remedial actions taken, or installation activities

●Coordinated major rollouts of new product releases

●Prepared evaluations of software or hardware, and recommend improvements with customer feedback for QA and engineering

●Conferred with staff and management to establish requirements for training or support improvements

●Domestic and International support technician

Office Support Technician

October 2003 - October 2004

Elite Escrow

San Diego, CA

●Updated and maintained all Microsoft Operating systems computing devices

●Installed LAN/NIC cards and initiated networking for company computers and printers

●Answered user inquiries regarding computer software or hardware operation to resolve problems

●Oversaw the daily performance of computer systems

●Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support

●Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software

●Developed training materials and procedures, or train users in the proper use of hardware or software

Stephen McElvana

Vista, California 92083 619-***-**** *******.********@*****.***

Customer Support Representative

GERS Retail Systems

October 1993 - August 2003

San Diego, CA

●Repaired and supported 250+ including all internal UNIX/Microsoft operating systems, support databases, desktops and laptops

●Performed platform migrations and application software upgrades as they became available

●Helped develop strategic planning and space management for all UNIX and Oracle PL/SQL servers with Clarrion RAID storage systems covering 350 customer sites as part of a team

●Performed routine Oracle table/index maintenance including space management techniques

●Wrote basic shell scripting commands using C+ language

●High customer contact and service orientation

Education & Training

Certification - Cisco Certified Networking Associate

April 2018

San Diego Continuing Education

San Diego, CA

Certificate - PL/SQL Programming

University California San Diego

San Diego, CA

Certificate - UNIX Borne Shell Scripting

University California San Diego

San Diego, CA

Certificate - Oracle 8i

University California San Diego

San Diego, CA

Essential Job duties:

Technical Support. Call Center support. Help Desk Support. Lead Escalation Technician. Team Lead. Interface for Technical support for QA and Engineering. Hardware Support. Software Support..

Contact this candidate