Customer Service Technician

Edward Hernandez

*** ****** **. ***# ** • Chicopee, MA

973-***-**** • **************@*****.***

Solutions-oriented, highly analytical and resourceful candidate with over two years of experience in IT support. Proven ability to provide creative and effective problem solving skills. Proficient in developing hardware, software and network recommendations. Diligent prioritizing critical IT issues such as cost effectiveness, data protection, physical location of systems, and end user access.

WORK EXPERIENCE

May. 2015- Current

Certified Configuration Technician

Whalley Computer Associates. -Westfield, MA

•Perform system diagnosis and upgrades as needed.

•Implemented hardware inventory system utilizing proven software and standards.

•Make technology need assessments based on walk-in customer concerns.

•Presenting clients solutions in written or oral reports using clear terms and concepts they can understand.

•Involved in sales and support where appropriate, maintaining contact with client.

•Labelling and documenting inventory.

Feb. 2012-Current

Independent IT Consultant

Springfield & Chicopee MA area

Clarifying a client's system specifications, understanding their work practices and the nature of their IT needs.

Troubleshoot, and repair technical problems in computer systems, including laptops, desktops, printers, modems, and monitors.

Install firewalls, virus software, and Spyware/Malware removal.

Maintain client confidential information safe and intact.

Travelling to customer sites.

Jul. 2013-Sep. 2014

Device Technician II

Cirtec Medical Systems, LLC. -East Longmeadow, MA

•Tasked with training new hires on internal systems and procedures.

•Trained 3 new hires in 4-month period as company rapidly expanded.

•Laser welding and Resistance welding proficiency.

•Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues.

• Excel in assisting users, researching, analyzing and rectifying PC and assembly problems.

• Electronics assembly in fully conditioned ESD rooms.

EDUCATION

Springfield Technical Community College

Major: General Studies-LTGS.AA

Related Coursework: PC Application Basics & Fund/ Info. Sys. And Func.

PROFESSIONAL DEVELOPMENT

Completing CompTIA A+, N+ and ITIL: Foundations certifications

Massive Open Online Courses:

Jobskillshare.com: Ticketing system, Help Desk Support

ITU university: MOS Platforms, IOS Platform

SKILLS

Hardware Configurations

MS Office suite: 2003 2007 (Word, Outlook, Excel)

Software Installs

MOS Platforms: XP, Win7,Win8 competency

PC Deployment

LAN Connectivity

VMware experience

Phone & Online Support

Preventive Maintenance

User Training

Disk backup/Imaging

Customer Service etiquette

Use resources such as Spiceworks, Teamviewer, PatchmyPC and Windows Support

Fluent and Proficient in Spanish

Committed to continue training and enrich current skill set

Contact this candidate