San Diego ac7d5i@r.postjobfree.com
Cell 619-***-****
Gabriel David Garcia
Field Service Technician/Engineer
Summary
Respond onsite to service request tickets for all Becton Dickinson/Pyxis dispensing products. Medication management, supply management, pharmacy orders management and information technology applications. Repair, configure, and install medical and supply management devices; preventive maintenance. Respond to customer request for equipment relocation. Work and coordinate with hospital information systems staff to identify and correct communication and data issues. Maintain trunk stock inventory and meet contractual guaranteed response times.
Senior Support Specialist: Received escalated service calls break/fix for system wide outages, identified, hardware, operating system and application errors. Implemented database recovery and maintenance remotely. Assigned resources to bring systems online with focus on minimizing customers down time. Scheduled system corrections, and set customer expectations. Rated 90% and above on case evaluations from internal and external customers.
Troubleshooting
Hardware configuration
Connectivity diagnosis and troubleshooting
Remote operating system software upgrades and maintenance
Application support
Database recovery
Systems backup, configuration and recovery
Remote application upgrades
International account support
SQL and Server 2008 R2, Sybase, Win7, Server 2003 and XP
HL7 interface integration troubleshooting
Health insurance portability and accountability act Certified (HIPAA)
Experience
Becton Dickinson San Diego, CA 2014-9/2018
Certified Becton Dickinson Field Service Technician (Affiliate)
Experience
Responded 24/7 to onsite service requests tickets.
Repair, install, configure and relocate devices.
Troubleshoot network and data issues.
Maintain on hand trunk inventory of replacement parts.
Document service calls.
Meet contractual guaranteed response times.
Preventive maintenance.
San Diego ac7d5i@r.postjobfree.com
Cell 619-***-****
Gabriel David Garcia
Senior Support Specialist
CareFusion Corporation, San Diego, CA 2009 - 2014
Senior Support Specialist
Utilized advanced remote tools to correct, fix, perform systems maintenance,
and remote applications upgrades.
Assisted external and internal customer including: Integration Engineers, Implementation Analyst and Field Service Technicians with installations, conversions, upgrades and equipment replacement.
Restored services for system wide outages due to database catastrophic failure.
Tested and delivered custom Sybase scripts to customers to reduce time managing inventories, and generate custom reports.
Ensured systems optimal performance with scheduled preventive maintenance and reactive maintenance.
Utilized SAP CRM and People Soft CRM to track and update case progress to external and internal customers.
Cardinal Health San Diego, CA 2006 - 2009
Technical Support Tier II
Used secured remote tools and telephone support to resolve customers’ calls for service and reduce reactive field service intervention.
Evaluated issues and identified resources required to resolve and restore systems to service level expectations.
Escalated cases to the next level of support for resolution when necessary.
Maintained verbal and written communication with internal and external customers throughout the life of the case and reset expectations when necessary.
Performed scheduled systems maintenance, database re-indexing, applied application patches and version upgrades.
San Diego ac7d5i@r.postjobfree.com
Cell 619-***-****
Gabriel David Garcia
Technical Support Specialist
Cardinal Health San Diego, CA
2002 - 2006
Technical Support Tier I
Received initial request for service, accurately documented service request.
Provided Tier I support with the goal of first call resolution.
Escalated calls to the next level of support when necessary and assigned initial resources to service tickets.
Education/Relevant Certifications
A + Certified in 2003
CareFusion Internal – Med Systems Intermediate/Pyxis Connect Basic
San Francisco State University – Sociology/Information Science
Becton Dickinson Field Service Certified 2015
Awards:
Cardinal Health Chairman’s Award 2007
CareFusion Employee of the Month 2012