Customer Service Technician

Alex Hernandez

Springfield, MA *****

(***) *** - 6840

**************.*@*******.***

SUMMARY

Dependable and motivated IT Technician with excellent customer service skills. Detail

orientated professional with proven ability to work well under pressure in a deadline-

driven fashion. Strong communication, customer service, and technical skills.

TECHNICAL SKILLS

• Hardware: PCs, Printers, Modems, APs, UPS, Phones/ Phone lines, Mobile

Phones, Tablets, Servers, Switches, Routers, NIC Cards, Processors, Printers and

other peripherals

• Software: MS Exchange 2013, Virtual Machines, Tight VNC, Virtual Box,

Hyper-V, DameWare, LDAP, Lucas, Citrix, MS Office 2010

• Operating Systems: Windows 8/8.1, Windows 7, Windows Vista, Windows XP,

Red Hat Linux, IOS, Mac, Ubuntu, Windows Server 2003 /2008 /208R2, ISA

Server 2006, TMG 2010, Exchange Server, IIS Server

• Networks /Protocols: TCP /IP, DNS, DHCP, POP3, SMTP, HTML, FTP, VPN

• Deploy: PCs, Switches, APs, UPS, Printers, Mobile Devices

EXPERIENCE

C&S Wholesales Grocers, Windsor Locks, CT

IT Field Technician III Feb 2013 – June 18,

2014

Provide end-user support and maintenance within the organization's desktop and laptop

computing environment. Support involves being hand-on with local employees and

working remotely with users located in Connecticut and Massachusetts. This includes

using remote management tools to support desktop/laptop computers, printers,

audio/video and mobile messaging devices. Point of contact for various levels of

technical support, accountable for answering questions, troubleshooting and responding

to request regarding hardware and software issues. Perform weekly support visits to

various sites. Participant on projects as the subject matter expert.

• Deploy standard desktop and laptop computer systems images based on client

specifications

• Upgrade computer systems with hardware and other peripheral equipment as well

as performing software installations and upgrades

• Interface with clients and suppliers regarding hardware purchasing and equipment

logistics.

• Researching, resolving, and responding to complex questions received via

telephone calls, callbacks, or escalations, and provide support on electronic

services, in accordance with current standards.

C&S Wholesales Grocers, Westfield, MA 2005 -

2013

Selector, Forklift Operator

Selected full case grocery items from a warehouse pick slot, fitted items on pallets,

plastic wrapped with bundles and delivered pallets to dock for loading into trailers.

• Ensured accuracy of work and adherence to production and safety standards

• Used a headset to find individual items within warehouse

• Maneuvered pallet on an electric pallet jack until full or order is complete

• Ensured item pick accuracy and safety of product to prevent damage

• Constant standing, walking, driving, carrying, twisting, bending, seeing, hearing,

and handling paperwork.

• Lifted objects weighing from less than twenty pounds to sixty pounds.

• Multi-tasked on occasional picking/auditing

• Worked individually or team-based environment

• Occasionally traveled to various company sites

EDUCATION

• Diploma

American Career Institute, Springfield, MA 2012

• PC hardware, networking & security

• Microsoft/ LINUX

CERTIFICATIONS

• Comptia A+ Certified

• Comptia Security+ Certified

• MTA: Windows Server Administration Fundamentals

• MCP: Microsoft Certified Professional

References Upon Request

Contact this candidate