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IT SUPPORT SPECIALIST

Location:
Chino, California, United States
Salary:
60000 - 65000
Posted:
August 15, 2018

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Resume:

Eduardo Echevarria

***** ****** ******* **.

Chino, Ca. 91710

909-***-****

ac6on4@r.postjobfree.com

Professional Certifications:

A+

NET+

MCP Technician

Professional Experiences:

Jack in the box Inc. / Qdoba Mexican Grill, Ontario, CA (full time) Jan 2015 – May 2018

Technology Support Technician

Review survey sent by vendors and provided, feedback if any issues were found.

Provide IS – related field support services to all Corporate Jack in the box restaurants and Franchise restaurants as well.

Track service calls thru our ServiceNow system, prior system Remedy.

Communicate technical concepts to non-technical people.

OS: Windows – NT, 2000, XP, VISTA, WINDOWS 7 and 8. To also include Windows server 2003/2008

Install and configure software for Xpient POS Server, Back Office Server, Computer Base Training (CBT), UPS / Power Unit and Delphi OCS Server (10.4 and 15”). Staging / programing equipment for new restaurant and retrofits. POS Installation, setup and configure NCR Terminals, Upgrade to Par 7200 terminals, printers, scanners, and other peripherals.

Responsible for providing hands-on PC and peripheral equipment, troubleshooting, repair and installation support. Install and terminate cat5ee cabling, configure Cisco routers, wireless OOTS, Wireless access point, VNC, LAN/WAN, and install phone lines. TCP/IP Networking skills.

Open and resolve cases in a timely and organized manner with our computer users and vendors. (Computer technicians and Electricians).

OS: Windows 2000, WP, Windows 7, Windows 10, Apple Ipad Pro Configuration, Office Suite 2003 / 2010, Windows Outlook, Citrix, Sophos Antivirus.

Delphi Display Systems, Costa Mesa, CA (full time) June 2014 – Oct 2014

Technical Support Analyst II

Troubleshoot application and network problems relating to Order Confirmation and drive thru systems in Quick Service Restaurants (QSR) environment.

OS: Windows – XP, Windows 7 and 8. To also include Windows server 2003/2008

Provide end-user support including software installation, PC and POS troubleshooting, hardware diagnoses and configuration training. (Order Confirmation System, Fast track timer, Track, Engage and Inform system)

Maintain records of daily data communication transactions, problems and actions taken or installation using Windows CRM and/or MAS 200 as required.

Be accountable for service restoration for every owned incident.

Prioritize and manage several open cases at one time.

Actively manage and monitor high profile sensitive clients / cases.

Work closely with other groups within the organization to communicate outstanding issues.

Be accountable for meeting individuals and team service levels as defined by management, including first call resolution.

Provide training to other staff members at the direction of the Manager, support and Customer Services.

Provide successful resolution for all technical support issues escalated from level 1 support, analysts to include third party support centers such as customer help desk.

Successfully communicate with international Brand customers in Mexico, Guatemala, Honduras, and other South American Spanish speaking countries.

Provide level 2 Helpdesk support via telephone, email or other entry channels.

Deliver excellent technical and non-technical support with outstanding customer service and end user satisfaction in a timely manner.

Troubleshoot and resolve system.

Real Mex Restaurant, Cypress, CA (Full-Time) SEP 2013 – May 2014

Help Desk Analyst

Assist Corporate Restaurants. (El Torito, El Torito Grill, Acapulcos, Chevys, Las Brisas, Who Song and Larry’s Restaurants)

OS: Windows XP, windows 7. To include Windows server 2003

Micros POS 3700, Internet, DSL connections, Wireless access point, Active Directory, Windows Office Suites, Dameware, Netsupport, Track it System, Spark, Microsoft Outlook and VPN.

Assist with TMX and FSA software issues. Troubleshoot POS terminals, receipt printers, expo printers, LAN connection, BO pc, office printer, unlock and reset passwords for pc and email accounts. Troubleshoot Fax and phone system.

Schedule vendors to visit restaurants for facility services and POS service calls.

Jack in the box Inc., Buena Park, CA (full-Time) Mar 2007 – Nov 2012

Technology Support Technician

Provide IS - related field support services to all Corporate Jack in the box restaurants. Track service call thru our Remedy ticket system.

Communicate technical concepts to non-technical people.

OS: Windows – NT, 2000, XP, VISTA, Windows 7 and 8. To also include Windows server 2003/2008

Install and configure software for Xpient POS Server, Back Office Server, Computer Based Training (CBT), UPS / Power Units and Delphi OCS (10.4 and 15”). Staging / programming equipment for new restaurant and retrofits. POS Installation, setup and configure printers, scanners, and other peripherals.

Responsible for providing hands-on PC and peripheral equipment, troubleshooting, repair and installation support. Install and terminate cat5ee cabling, configure Cisco routers, wireless OOTS, Wireless access point, VNC, LAN/WAN, and install phone line. TCP/IP Networking skills.

Open and resolve cases in a timely and organized manner with our computer users and vendors. (Computer technicians and electricians.)

OS: WINDOWS 2000, XP, WINDOWS 7. WINDOWS OFFICE SUITE 2003 / 2010,

WINDOWS OUTLOOK, CITRIX, SOPHOS ANTIVIRUS.

City of Hope Medical Center, Duarte, CA (full-Time) Feb 1995 – Mar 2007

Armed Security Officer

Patrol hospital grounds, to secure safety of patients, employees and visitors.

Make money deposits and money withdrawals from bank for cash office.

Patrol all employee parking lots, lock and secured hospital, warehouses and medical buildings.

Assist with patients, visitors, vendors and employees upon request.

United States Army, Schofield Barracks, HI (Full-Time) Feb 1991 – Jul 1994

Field Artillery / 13 Bravo

E4 / Corporal

Prepare equipment, Artillery canon and truck for operation, worked and trained as a team to accomplish mission or task given by my immediate supervisor.

Supervised 7 staff members in my unit. Prepared tasks and duties for my staff to perform weekly.

Answered switchboard for immediate supervisors. (Unit commander and Battery First Sergeant)

Education:

El Monte High School, El Monte, CA

High School Diploma

Net10 Technologies, Rancho Cucamonga, CA

Microsoft Professional Certified

CompTIA A+ Certified

CompTIA NET+ Certified



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