Customer Service Technician

Accomplishments

Areas of Expertise

Experience

MICHAEL WONZO

acy419@r.postjobfree.com

Bank of America - Floor Coordinator for the Bank of America CountryWide Transition in 2009. Led the West coast team responsible for Building and Installing laptop,desktop and printers deployment. In Lancaster,San Bernardino,Thousand Oak and Simi Valley. Morgan Stanley - Lead technician on the Morgan Stanley upgrade project .Responsible for new PC deployment and Data transfer. Traveled to Portland, Texas, Arizona. Also up north to San Fransisco, Monterrey, San Luis obispo, and Oxnard

Hewlett-Packard - I have been working on HP accounts for the last 12 years . Start on a Bank of America Print optimization project upgrading and replacing printers . An upgrade project responsible for moving and reinstalling PC's and peripheral. An Assessment and diagram layout Project for new device installations in actual Banks. Also worked on Universal Music Group account responsible for department moves and Data transfer. Worked on the Fidelity account as printer support

Rockwell Collins - For the last 7 years I have been the lead Technician for Rockwell Collins in Tustin and Irvine Ca.Working desk side support for over 700 clients. Supporting Laptops, Desktops, Printers, Conference Room equipment,Servers and Routers. Remedy Ticketing System - Responsible for working and closing at least 4-5 tickets a day with SLA's and daily updates required for the last 6 years Active Directory - Set domain permissions and Default passwords New hire installs - Responsible for ordering, imaging, installing and configuring desktops and laptops for all new hires. Lotus Notes and Google mail set up . VOIP - phones and voicemails. Network Printer configuration

Stockroom - Responsible for ordering, receiving and maintaining All stockroom IT equipment . Over 600 Clients - High paced production environment quick response and solutions to minimize customer downtime.

Summary

Education

Lead Techinican (SAITServices) Feb 2010 to Current Rockwell Collins - Tustin, CA

Set up, tested and configured networks, desktops, laptops and printers. Installed motherboards, processors, RAM and graphics cards. Performed desktop and laptop repairs for Dell, Acer and HP systems.

Diagnosed, installed, configured and repaired computer systems and software. Coordinated hardware and software repair processes with outside vendors. Installed and performed repairs to hardware, software and peripheral equipment, following design and installation specifications.

Oversaw local IT infrastructure including servers, security, networking, Troubleshot and resolved internet connectivity and general software and hardware issues. storage systems and desktops.

Displayed courtesy and strong interpersonal skills with all customer interactions. Built and maintained successful relationships with service providers, dealers and consumers. Trained new employees and explained protocols clearly and efficiently. Managed IT setup and service requests for all new hires and contractors Maintained a calm, professional demeanor when faced with high demand, high volume workloads.

Researched, documented and escalated cases to higher levels of support according to internal procedures.

Reviewed support cases for technical and troubleshooting accuracy. Maintained records, logs and the lifecycle of work requests. Created new account, reset passwords and configured access for users. Floor Coordinators Bank of America Country Wide Transition Mar 2008 to Jan 2010

(SAITServices) HP, Bank of America - Riverside, CA Led the West coast team during the Bank of America Country Wide transition. Responsible for ordering equipment, installation, data transfer and next day support. Set up, tested and configured networks, desktops, laptops and printers. Diagnosed, installed, configured and repaired computer systems and software. Customer service-oriented Help Desk Technician committed to resolving problems for customers quickly and accurately to reduce downtime and increase productivity with over 12 years of experience.

High School Diploma 98

Jurupa Valley CA - Jurupa Valley, CA, US

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