Technical Support Service Representative

MARY J. GARCIA

*** ****** *****

Matawan, NJ ****7

Tel: 210-***-**** E-mail: *****@*****.***

OVERVIEW

A client-oriented, multifaceted Technical Support Professional with experience in

computer hardware, installation, software and network support operations,

problem analysis and resolution.

Oct.2011 to Present

DELL

Enterprise Engineer, High Complexity Alternate OS

The position is responsible for providing telephone/email and remote diagnostic,

technical support of Servers, Cloud Servers, and Blade Servers.

Took 25-30 in-bound calls per week and established case ownership via email.

Set proper customer expectations with regards to warranty/support

entitlement in order to bring the customer a positive experience as per Dell

standards.

Received Dell Delight scores of 9-10 from random customer surveys.

Received numerous customer follow up emails expressing above expectation

efforts.

Applied Dell specific diagnostic techniques to identify problems, investigate

causes and make recommended solutions to correct system failures as quickly as

possible.

Created detailed documentation of each case for management review,

escalation team reference and fellow agent follow up during non-working hours.

Pre-defined metric scores were within team averages however hardware re-

dispatch rate was a low 10% indicating better first time resolution.

Managed 15-20 cases at any given time, closing cases on a timely manner.

TECHNICAL EXPERTISE

Systems 1 IBM tape libraries

1 AS400 - System i 1 AIX versions 3 through 5.3

1 Xseries - System x 2 Non-IBM hardware

1 RS6000 - System p

2 Fast T Fiber Storage

3 Clusters, Gateways, Routers,

3 NetApp

Switches and Hubs, Peripherals

4 Network Trained, TCP/IP 8 Cisco troubleshoot work with

NOC

5 Word 2010

6 Multitask with customers

7 Midrange Installation/troubleshoot

PROFESSIONAL EXPERIENCE

Jan 1990 to November 1995 IBM NYC, NY

System Service Representative

1 Provide comprehensive technical support services to diverse clients including

hardware/software/network installation, maintenance, upgrade and repair.

1 Provide on-site assistance to other System Support Representatives.

1 Coordinate with clients to identify, troubleshoot and resolve IT issues in a timely and

accurate manner.

1 Manage client accounts and ensure complete client satisfaction.

1 Maintain comprehensive knowledge of supported products, while continually

developing knowledge in all aspects of system administration.

1995 to January 1998 TSS-Subsidiary of IBM

System Service Representative NYC, NY

2 Provide comprehensive technical support services to diverse clients including

hardware/software/network installation, maintenance, upgrade and repair.

2 Provide on-site assistance to other System Support Representatives.

2 Coordinate with clients to identify, troubleshoot and resolve IT issues in a timely and

accurate manner.

2 Manage client accounts and ensure complete client satisfaction.

2 Maintain comprehensive knowledge of supported products, while continually

developing knowledge in all aspects of system administration.

1998 to December 2009 IBM

System Service Representative NYC, NY/NJ

3 Provide comprehensive technical support services to diverse clients including

hardware/software/network installation, maintenance, upgrade and repair.

3 Provide on-site assistance to other System Support Representatives.

3 Coordinate with clients to identify, troubleshoot and resolve IT issues in a timely and

accurate manner.

3 Manage client accounts and ensure complete client satisfaction.

3 Maintain comprehensive knowledge of supported products, while continually

developing knowledge in all aspects of system administration.

EDUCATION AND PROFESSIONAL DEVELOPMENT

Associate of Applied Science Degree – Major in Electro-Mechanical Engineering

New York City College of Technology, Brooklyn, NY

CERTIFICATIONS

A+ Certified

LPI 101/102

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