Customer Service Technical Support

Trey Franco

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

San Mateo, CA • 650-***-**** • **********@*****.***

SUMMARY

•Experienced Technical Support Specialist with Ability to build, upgrade, troubleshoot, configure, maintain, and repair

computer hardware, software, and networks.

•Troubleshot configured and managed hardware devices (network printers, routers, Wireless Access Points, and VOIP phones).

•Install new programs onto the users’ computers as requested.

•Ability to Perform on-site service for both residential and commercial businesses as well as solve their desktop, laptops or

network problems quickly and effectively.

•Performed troubleshooting for the company server and all of the computers over a LAN environment, using Remote Desktop

Services for users working off-site.

•Diagnosed and re-imaged about 200 Mac minis weekly to restore functionality for testing purposes, allowing developers to

smoothly connect remotely and work to increase their testing productivity.

RELEVANT SKILLS

Software:

• Microsoft Word, Excel, PowerPoint and Access

• Virtual Machine Creation

• Installing Third Party Applications

Hardware:

• Identifying Hardware and Server Parts

• Swapping out RAM

• Putting in new hardware

Certification:

• CompTIA A+ Certified

EXPERIENCE

Apple Store, Burlingame, CA May 2014-Present

Family Room Specialist/Genius

•Became a certified iPhone, iPod, and IPad software and hardware technician

•Facilitates Apple operating system and application training for customers in the One to One

program increasing performance in monthly customer service

•Incorporated Apple's business philosophy into all daily activities to ensure

long term customer loyalty

•Troubleshoot and resolve iOS device problems while repairing customer relationships

•Coordinates mobile technicians on the floor during mobile appointments for iPhones, IPads and iPods

•Teaches Workshop sessions with Apple customers and business owners to expand their abilities on

the Mac and iOS operating systems

Mellon Capitol Management, San Francisco, CA October 2013-February 2014

Desktop Support Coordinator/ Tier 1

• Provide hardware, software and network technical support for 300+ users

• Perform maintenance, patches, upgrades and fixes for hardware and software applications

• Capture and organize help desk tickets using JIRA

• Unlock user accounts through Active Directory

• Use DameWare NT Utilities to provide troubleshooting support and software installs

• Create, setup and troubleshooting technical documentation for knowledge database

• Support remote users using Juniper VPN connection

• Support users of Bloomberg, Portia, Citrix, MS Office, Outlook, PACE, CRD and other applications used in a

financial services company

Mozilla Corporation, San Jose, CA January 2013 - July 2013

Data Center Operations Technician / Tier1 Support

•Racked, cabled and configured 500+ IX System servers, allowing Net Ops and the other teams to have more

nodes to test their latest software versions

•Planned and coordinated biweekly intern gathering with 150+ interns and some current employees, allowing

the interns to develop relationships with Mozilla team and become familiar with the culture at Mozilla

•Diagnosed and re-imaged about 200 Mac minis to restore functionality for testing purposes, allowing

developers to smoothly connect remotely increase their testing productivity

•Improved inventory system at all 4 of Mozilla’s data centers by organizing the cabinets with all nodes and

updating the inventory database with any changes made, allowing easier access for remote users to find out

information about their testing hardware, as well as physical workers on the cabinet

Mouse Squad, San Jose, CA August 2011 - May 2013

Help Desk and Computer Technician

•Analyzed and diagnosed 2-3 computers per hour, totaling 100-150 per year in a team setting, resolving all

hardware problems for the user

•Executed computer repairs such as software updates, virus scans and removals

•Composed reports and led one-on-meetings with clients to share the diagnosis and repair of the computer and

how to prevent future problems

EDUCATION

City College of San Francisco September 2012 - July 2013

Certificate in the Fundamentals of Technical Support

•Relevant Coursework: Intro to Computers Using PCs, Operating Systems Technology, and Computer

Hardware

Year Up, San Francisco, CA September 2012 - July 2013

Trainee/Student

•Completed 11-month intensive program with coursework in Computer Networking & Technical Support,

Professional Skills and Business Communications

•Represented Year Up at their Annual Gala with funding corporate partners in attendance such as EA, Zynga,

GO Game, and more, resulting in contributions of over $120,000 being raised towards the program

•Developed many skills including public speaking through leading 8-10 presentations

•Supported Instructors with set up and facilitation of classroom through a six month span of Learning and

Development phase, resulting in smooth transitions in class

Central County Occupational Center August 2011 – May 2012

Computer Tech

•Developed technical skills while earning my CompTIA A+ Certification

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