Customer Service Technical Support

Antonio Shimono

Skills Help Desk Support Networking Customer Service

Windows 7 Hardware Dreamweaver

HTML Testing Technical Support

Windows Computer Hardware Software

Active Directory Ricoh Spiceworks

CRM OS X Consumer Product

Testing

Microsoft CRM Altiris Deployment Altiris Client

Console Management

Remote Access Remote Desktop Computer Software

Call Centers Customer Support

Cascadia Community College 04 / 2014 - 02 / 2015

Experience

Helpdesk Technician

Provide technical support to students and employees including but not

limited to: Account creation/maintenance, campus A/V equipment,

Microsoft Office Suite,Mac OS X, PC and laptop hardware, network

connectivity, scanning, printing, and Microsoft OS. Provide excellent

customer service by demonstrating empathy, listening attentively to

questions and concerns, responding professionally to hostility,

communicating clearly with native and nonnative speakers, and exercising

professionalism and discretion in all communications and actions Clear low

disk space. Order/replace printer toner. Write tickets for equipment that

needs servicing. Via phone, email or remote desktop, identify, diagnose,

and resolve Tier 1 problems for students and employees and communicate

resolutions. Answer phones, emails, and questions from Help Desk

customers in an accurate manner, providing clear explanations of complex

and technical information. Log work orders into the Help Desk tracking

system. Report related problems to the Technology Support Manager.

Determine appropriate escalation paths for work orders to IT Tech team or

Systems Admin team. Check-out, receive and inventory college owned

equipment for student and employee use. Inventory old equipment that is

not needed and prepare for e-cycle days. Run service reports and metrics to

prepare for team meetings. Assist with and teach the mapping of network

drives. Run service reports and metrics; prepare for team meetings

Participate in project meetings and provide project management assistance.

Create and maintain procedures to support Information Services policies.

Nintendo 06 / 2012 - 03 / 2013

Associate Game Tester

Think outside the box to clearly and accurately test new and exciting

upcoming games and software applications to find possible bugs.Write up

bug in tracking system used for all the bugs to keep track and keep updated

on the bug when new versions of the specific game or software being

tested comes available. Professionally address the HQ in Japan when

replying to a response to a bug. Have professionalism when writing a ticket

as to know what words should not be used when being done as certain

words should not be used. Re-test games and software bugs to make sure

that the bug is no longer in the game or software.

Glacier Peak High School 2008 - 2012

Education

Cascadia Community College 2013

Networking Infrastructure Technology

Computers, electronics, computer networking, computer virtualization and

Interests

VM's.

Contact this candidate