Customer Service Support
Resume:
Patrick Trujillo
Senior Desktop Support
Education/Certifications
. AS in Electronic Engineering, DeVry Institute of Technology, 1984
(spent 3 semesters on the honor roll)
. Power PC Certification, Apple University, Cupertino, CA, 2001 (Note:
certificate needs to be updated)
. Employment History:
. Geeks On-site Miami, Florida Aug 2012 to Present
. Field Service Technician
. Provided residential and corporate office customers in San Joaquin,
and Stanisluas counties with timely and accurate computer network
workstations, standalone computers and peripherals.
. Resolved issues pertaining to hardware, software, and LAN connectivity
. Performed hardware and software upgrades and rollouts.
. Provided accurate and timely records of invoices as they pertained to
each service call.
. Provided excellent customer service.
. Excellent ability to perform with high level of professionalism when
under stressful times.
. Serviced and configured Ipads and most other Notebooks.
. Stay at home Father: Oct 2008 to Aug 2012
. Managed household Activities
. Managed Children's schedules and activities
. Managed household budget
. Participated as classroom assistant twice a week for both children
. Managed baseball team for Enslen elementary since 2006Assistant coach
for PAL football 2009 and 2010
. SmartSource Inc. West Chicago, IL May 2007 to July
2008
Desktop Support Specialist
. Provided excellent customer service in a technical call center
environment.
. Provided level II desktop support.
. Resolved issues pertaining to hardware, software, and LAN connectivity
. Performed hardware and software upgrades and rollouts.
. Remedy was the application used for service level commitments.
. Supported end user community of about 800 devices and workstations in
a healthcare environment.
. Applications included, Win 2k and XP, MS-Office 2k, 2003 and some
2007. Mckesson MediTech and others specialty apps for the healthcare
field.
. RHI Consulting, Stockton, CA
May 2006 to Jan 2007
. Senior Desktop Support Specialist
. Provided excellent customer service in a technical call center
environment.
. Provided level II phone support as well as level II desktop support.
. Resolved issues pertaining to hardware, software, and LAN connectivity
. Performed hardware and software upgrades and rollouts.
. Supported end user community of about 800 devices and workstations in
a healthcare environment
. Troubleshot and resolved level II Help Desk trouble tickets
. Remedy was the application used for service level commitments.
Ameritraining Inc. Walnut Creek, Ca
. Tier II DSL Technical Support Sept 2005 to
Jan 2006
. Provided excellent customer service in a technical call center.
. Solved all DSL technical and Non technical issues with excellent
knowledge of all company policies technologies and databases.
. DSL customer support included H/W- Compaq, Dell, HP, Gateway and Apple
desktops and notebooks. Efficient Networks, Netopia, Caymen, and 2wire
modems and routers were also supported.
. Configured all for either static or pppoe connection types
. Vantive and PeopleSoft were the call ticket databases.
. ARC San Jose, Ca May 2003 to Aug 2004
Desktop Support Specialist/Install Technician
. Provide technical support to clients (from individuals to businesses)
throughout the Central Valley.
. Set up new Intel based IBM and Dell desktops, monitors, and all-in-
one printers
. Configure workstations for LAN, Internet and mainframe applications
. Configure workstations for LAN printing
. Provide user support and training, utilizing excellent customer
service skills
. CSU Stanislaus, Turlock, CA
Aug 2002 to Feb 2003
OIT Labs Coordinator
. Management, support and maintenance of all open student computer labs
on campus
. Management, support, and maintenance of four computer classrooms on
campus
. Hardware included Intel based Compaq Deskpro ENs and EVOs, Apple
imacs, G3s and G4s desktop workstations. HP LaserJets 2100s and 4000
series printers.
. Supported Windows XP, NT 4.0, 2K, and Apple OS 9 and 10 operating
systems
. Applications included MS Office XP, and 2K, Norton corporate
enterprise and Macafee virus protection, MS Outlook, and Eudora mail.
Remedy for Helpdesk call tickets and network knowledge base, HP Web
JetAdmin.
. Managed and serviced one domain and two backup domain controllers, one
print server, all were Compaq Proliant 370s. Running Windows NT 4.0
and Win 2K Servers.
. Supervised 15 lab assistants and technicians. Also responsible for
Domain backups and Disaster recovery implementation and procedures
. MTS Inc., W. Sacramento, CA
Nov 2000 to Jan 2002
Senior Desktop Support Specialist
. Supported end user community of 1,400 workstations (Windows 98/2000,
Novell 3.x/4.x) with an emphasis on customer service.
. Provided level II phone support as well as level II desktop support.
. Resolved issues pertaining to hardware, software, and LAN connectivity
. Rolled out Win 2000 to entire user community
. Performed light administration of Outlook 2000 and Active Directory
. Utilized Systems Management Server (SMS) 2.0 to support user community
. Remedy was call ticket databases
. Legacy Solutions, Sacramento, CA
June 2000 to Oct 2000
Project Team Lead
. Led and trained technicians during rollout of new hardware & software
for Wells Fargo Bank
. Installed Intel based IBM Pl 300's and configured workstations with NT
4.0, TCP/IP and DHCP protocols
.
RHI Consulting, Stockton, CA
March 1999 to Dec 1999
Senior Desktop Support Specialist
. Supported end user community of approximately 500 workstations
. Provided excellent customer service
. Provided level I tehnical phone support.
. Resolved hardware, software, and LAN connectivity issues
. Windows 95, 98 and Novell 3.x and 4.x were the platforms
. EDS, Walnut Creek, CA
April 1998 to Feb 1999
Systems Administrator
. Performed the administration of NT 4.0, Novell 3.x, 4.x on Intel
based Servers and Workstations
. Protocols included DHCP, IPX, and TCPIP
. Supported Windows 95 and 98, Netscape 4.7, Novell GroupWise, MS
Exchange 4.0, Acad 14, MS Office 98, MS Explorer 4.1, MS Outlook 98,
HP Jet Direct, and Arcserve 2.0
. Used Vantive 7.0 call center database
. OPT Inc. Fremont, CA June 1997 to Feb 1998
Field Service Engineer
. Performed 2nd level hardware/software support for various high profile
accounts in the East Bay
. Windows 95, 98, NT 4.0 and Novell 3.x and 4.x were the platforms
. Hardware support included Intel based Compaq Deskpros, IBM micro
channel desktops, and HP and Data Product laser printers
. Software support included Win95, MS Office, MS Mail, Novell
Intranetclient 32, Novell GroupWise mail, PCAnywhere, Netscape, etc.
. Pacific Systems, Pleasanton, CA
Feb 1996 to May 1997
LAN Support Specialist
. Performed 1st level hardware and software phone support with an
emphasis customer service for high profile client in the East Bay with
an end user population of about 3,000
. Performed hardware and software upgrades and roll outs
. Troubleshot and resolved level II Help Desk trouble tickets
. Remedy was the application used for service level commitments.
. RHI Consulting, Cupertino, CA
May 1996 to Jan 1997
LAN Support Specialist
. Performed 1st level hardware and software technical support. Phone and
desk side while demonstrating superb customer service etiquette.
. Hardware included Intel based Compaq Deskpro 90 to 133 configurations,
HP LaserJet 4 and 5si series printers as well as 12 and 1600 DeskJet's
. Software included Windows 3.x/95, Novell client 32, Landesk Virus
protection, Lotus Notes 5.0, Rumba 95, etc.
. EDS, Foster City, CA
Oct 1994 to May 1996
Network Specialist
. Performed new workstation configuration and integration and end user
support
. Performed 1st level hardware and software phone support
. Resolved various hardware, software, and network connectivity issues.
Via deskside or phone
. Environment consisted of UNIX and Intel based Windows NT servers,
Apple Macs SE/30, up to and including 61 and 7100 series Power PC's
communicating via 10baseT Ethernet as well as Apple ethertalk
. Provided software support for Filemaker Pro 2.0, Saberian Responder
2.0, Netscape 2.0, MS Office 4.2c, Reflections, and Apple Remote
Access 2.0
. Computer Attic, Redwood City, CA
Nov 1991 to Sept 1994
Computer Technician
. Configured and upgraded all Apple, Compaq, IBM, and HP personal
computers and their peripherals
. Performed 1st level hardware and software phone support for retail and
corporate customers
. Performed diagnostics and repairs for products covered under warranty
. Interfaced with both retail and corporate customers
. Provided excellent customer service
. ALPS Electric USA, Inc., San Jose, CA
Sept1984 to Oct 1991
Electronics Technician
. Analyzed, troubleshot, and repaired to component level all Alps OEM
products
. Included were: Apple and IBM floppy disk drives, IBM 40 and 80 meg
hard drives, Zenith keyboards, Microsoft pointing devices, Alpine and
Luxman audio components as well as Alps brand name dot matrix and
laser printers
Patrick M. Trujillo
9206 Caywood Dr.
Stockton, Ca 95210
mailto:***********@*****.***
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