Technician Software
Resume:
Christopher I. Long
Stockton, Ca 95204
Phone: 209-***-****
E-mail: *********@*****.***
CERTIFIED NETWORK TECHNICIAN
Computer technician with over 10 years of experience in working and troubleshooting computers.
Possess a broad range of knowledge and experience with computer applications, operating systems, and
networks. Able to communicate effectively to inexperienced new users as well as power users. Capable of
taking feedback and applying it quickly. Dedicated employee willing to work hard to achieve company
goals.
PROFESSIONAL EXPERIENCE
2014-Present Computer XP Stockton, Ca
Senior IT Technician
• Troubleshoot issues with Macintosh and Windows Environments
o Isolating issues to hardware or software
o Resolving software issues to the best outcome for the business and the customer
o Performing repairs
o Operating systems:
Windows 8
Windows 8.1
Windows 7
Windows Vista
Windows XP
Mac OS X 10.4 – 10.9
• Interfacing with clients on expansion for hardware, software, and network needs
• Troubleshooting network issues
• Deployment of systems for customers
• Setting up office networks
• Troubleshooting server issues
• Resolving outlook issues
2008-2013 Apple, Inc. Elk Grove, CA
Tier II Tech Support Agent
Troubleshoot Apple desktops and identify calls that need to be escalated to Engineering
o Isolating issues to hardware or software
o Setting up hardware repairs
o Escalating emerging issues to engineering and following up with engineering to
issue resolution
Troubleshoot sync issues, including ilife and iwork applications
Assist customers with presales information
Make supervisory level decisions
Outlook support for syncing to icloud via Apple mail, contacts, and calendars
Groups worked: CPU, Formula One, and iApps
2008 Volt Technical Resources Elk Grove, CA
Tier I Tech Support Agent
Answered inbound Apple support calls and assisted customer with how to questions and with
technical issues with networks, software and hardware
Identified calls that needed to be sent to Tier 2 or other groups and escalated them
2008 Plus Group Inc. San Ramon, CA
Tier II Tech Support Agent for ATT
Troubleshot DSL connections for connectivity issues ranging from slow connections to lack of
connection
o Walking customers through making sure they had the correct settings in either
their computer, router, or modem
o Using enterprise router access tools to check and repair connections
o Escalating non-customer equipment connectivity issues to NOC
o Assisting with discovering outages
Worked customer issues with email
o Both through email clients and webmail
o Assisted customers who were using multiple platforms
Created trouble tickets
Handled case escalations
Troubleshooting and setting up Outlook
o Resolving mail sync issues
o Walking customers through setting up outlook for calendar, mail, and contacts
o Finding the correct settings for customers
Answered incoming calls from tier 1 agents
2007 Plus I.T. Consulting Stockton, CA
Level I Technician
Fixed client machines that had software or hardware issues
Upgraded computers, both software and hardware
Offered advice on system upgrades for clients based on their needs and budget
2004 –2006 Storage Pro Stockton, CA
Office Manager
Rented and vacated units
Oversaw tenant relations
Prepared for and coordinated auctions
Coordinated basic maintenance of the facility
Analyzed and audited inventory and ordered supplies
Completed closing and opening paperwork
Use and troubleshooting of Outlook
o Resolving mail sync issues
o Setting up Outlook for calendar, mail, and contacts
o Finding the correct settings to enter
2003-2004 Beach Otter, Inc Jacksonville, FL
Computer Technician
o Maintained office computer systems
o Performed backups and updated software
o Consulted on new hardware and software purchases
o Provided network maintenance and support by making sure that networks were running at proper
speeds, computers were able to connect to the network, and troubleshooting systems with
connectivity issues.
o Configured client systems and network devices for connectivity, both wired and wireless
o Use and troubleshooting of Outlook
o Resolving mail sync issues
o Setting up Outlook for calendar, mail, and contacts
o Finding the correct settings to enter
1997 US Army
Combat Medic
o Provided primary care to soldiers
o Maintained medical records
o Trained combat lifesavers
o Advised soldiers on medical needs
o Provided trauma triage and care to soldiers
o Supervised and ran mass casualty exercises
EDUCATION
2012 American InterContinental University Schaumburg, IL
Bachelor of Information Technology
Concentration: Networks
2011 American InterContinental University Schaumburg, IL
Associate of Arts in Business Administration
CERTIFICATIONS
2007 San Joaquin Delta College Stockton, CA
Certified Network Technician (present)
o Studied Cisco Networking Technologies and Net+
TECHNICAL KNOWLEDGE
Extensive knowledge of computer hardware and software
Network configuration and design
Network Troubleshooting
Mac OS X iPhoto
Windows iMovie
iWeb
iWork
Microsoft Office Outlook
PS8
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