Technician Customer Service
Resume:
Arnulfo Flores
Austin, Texas 78750
*********@*****.***
Professional Summary
Customer-oriented reputation for excellent service, client satisfaction, and positive results
Effective communicator with ability to explain technical information in non-technical terms
Demonstrates the ability to quickly learn and effectively utilize new polices and procedures
Regarded as a customer advocate and support specialist in assisting and identifying problematic issues with implementation of new solutions
Ability to deescalate aggravated misunderstandings with irate customers
Education and Training
Technical Hardware and Software Technician Certificate Program
Temple Junior College, Temple Texas
Dell Certified Printer,Notebook, and Desktop Hardware replacement technician
Certified PER ISO 14644-1:1999(E) Cleanliness Certification, Level 5 data recovery specialist
Employment History
Apex Systems Inc/Dell Seton Austin TX 1 month contract
ICD 10 Compliance Deployment Project
Clear background background checks, references
Communicator with ability to explain technical information in non-technical terms
Ability to quickly learn and effectively utilize new polices and procedures
Regarded as a customer advocate and support specialist in assisting and identifying problematic issues with implementation of new solutions
Ability to deescalate aggravated misunderstandings with irate customers
Work with roll outs and deployments of laptops and desktops
MAC (Move, add, change) experience
Imaging experience
Asset tagging and inventory control
Ability to provide status reports
Professional, on time, reliable
Great Customer Service Skills
Pyramid Consultants/Dell Inc Austin, TX April 2015-July 2015
Technical Engineer
● Product testing
● Data analyst for consumer and product group
● Data collection and data processing for hardware fail rates
● Server 2012 and SQL 2014 configuration and server support
● Research forums for trending fail rates
● Imaging systems for production and testing
● Produce weekly presentations for data gathered during Alpha and Beta Open House
● Research forums for trending fail rates
● Creating inventory sheets for tracking new products
● Expediting products to be shipped from lab to testers abroad
● Comprehensive testing at home in a live environment
Artech/Accenture Medicaid Austin, TXOctober 2014-February 2015
Provider Phone Support
● Medicaid Provider hot-line phone support
● Analyze billing and procedure codes for billing
● Claim Status
● Payment processing
● Research payments for providers
● Appeal Status updates
● Transfer calls internally to other call center queues
Goodwill Staffing Services- Austin,Texas August 2014-October 2014
Printer Repair Technician
● Printer Technician for Streamline Technologies, Dell Enterprise Printer's and Lexmark Printers.
● Analyze inventory for performance peak usage and demand functionality
● Read schematics for trouble-shooting,hardware, and capture processes for testing RMA printers for Dell and Lexmark
● Organize warehouse stock
● Clean cosmetic plastics for refurbished and clean goods for RMA
● Stage RMA printers and receive them into an Integrated Management System
● Lead receiving and staging technician for Lexmark printers
PC and Data Recovery, Austin Texas – 2007 thru Current
Lead Technician
Desktop Support services provided for families and small business clients. Services included, but not limited to password recovery, malware removal, data recovery, OS installations, system upgrades, training, wired and wireless network setup, maintenance and new system builds
Data Recovery in all phases of fail point, using procedures in place or at the point of failure
Stress Testing non-recoverable processes for critical data restoration points for day to day business
Integrated and testing by using free of charge concierge services
Desktop security: anti-virus, various firewalls, anti-spy ware. Remove spy ware, viruses using tools and manual methods.
Kelly IT – PPD – Austin TX. 9/2012 thru 11/2012(3 month Contract)
Refresh Technician
IBM upgrades, data migration, inventory, shipping, remote support and documentation of all refresh processes
Perform quality assurance functions, with various in house software application on the new refresh units, upgrade from Windows XP to Windows 7, upgrade from Office 2003 to Office 2010 and configure mobile devices for email
Desktop support: resolve system messages, blue screen problems, printing issues, compatibility problems, and operating systems problems. Microsoft Windows XP, Server 2003 and Imaging Software
Support and configuration of remote management software and tools
HD Repair, Austin TX – 10/2011 through 12/2012
Owner/Field Technician
Contact Customers with information on dispatch status of hardware needed for repairing there Vizio products
Hand soldering of capacitors for Samsung bad cap project mandated by federal law
Receive core parts for repair and responsible of core parts return to manufacture
Keep good records of mileage, fuel cost and travel times for tax purposes
Diagnose problems with out of warranty Vizio televisions
PFIT Tech – Dell Austin TX – 03/2011 thru 12/2011 (9 month contract)
Site Lead for Imaging Seton Medical Center Austin
Responsible for monitoring ticketing system for new hardware refreshes for 8 Seton medical centers in the surrounding Austin area
Shipping and receiving of all parts needed from refresh
Maintain records for data that would need to be deleted for HIPA standards
Re install and coordinate deployment and builds for refresh PC's
Remedy helpdesk ticketing system, 2-4 hr SLA
Technical phone support
Castillo and Associates-CPS Austin TX-10/2010 to11/2010
Refresh Technician
Unbox New PC's for refresh
Inventory PC's received and returned
Backup data
Cable management
RMA defective parts to OEM vendor
Imaging units for specialized services
SLA production exceed minimum unit refresh per day
Restore data, desktop and other data
Palatalize units for return
Software Help Desk Support-Vista Solution Group Cedar Park TX-10/2008 thru 9/2010
Lead HelpDesk Technician for Developing Data Management System Software
● Assist Customers with installation and implementation of new software and upgrades
● Relay problematic issues with installation, upgrades, and hardware incompatibility
● Create Windows Server 2008, Windows SQL Server and Oracle 10g Virtual Machines
● Installation and update of infrastructure services such as SQL and Oracle platforms
Server and Software support including upgrades
● Active Directory support: configure and maintain users
● System maintenance: schedule backups, software updates and patches
ARC Ribbon TEA Austin TX-11/07 to12/07
Refresh Technician
Unbox New PC's for refresh
Inventory PC's received and returned
Backup data
Cable management
RMA defective parts to OEM vendor
Imaging units for specialized services
SLA production exceed minimum unit refresh per day
Restore data, desktop and other data
Palatalize units for return
Dell Inc Round Rock TX-05/2005-11/2007
Technical Support Phone Representative
Educate in train the trainer processes, allowing users to feel more at ease while learning a new skill
Strong trouble-shooting skills with determination to resolve problems as well using the documenting process to record the problem,result,root cause and solution for knowledge base articles
Excellent verbal and written communication skills.
Early life phone support for new Dell notebooks
References
Eloy Sifuentez Dell Inc Technical Specialist 512-***-****
Neil Dielman Dell Inc Government Sales 512-***-****
Russell Mceacharn Dell Inc Enterprise Support 512-***-****
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