Customer Service Technical Support

MARCOS ANTONIO CANTU

PROFESSIONAL SUMMARY

Experienced Computer Repair Technician successful at developing and implementing custom troubleshooting & problem solving techniques. Qualified to repair both Windows, UNIX and Mac based systems. Highly skilled and accomplished in providing varying degrees of service in a professional setting. Well organized, detail oriented and able to handle multiple projects at once. Excellent verbal, written and interpersonal communication skills as well as strong organizational and time management skills. Team player who is able and willing to motivate others.

KEY SKILLS AND STRENGTHS

Troubleshooting, analyzing and creating solutions for components such as desktop computers, laptops, networking equipment and various peripherals in a professional environment.

Building, configuration, and deployment of custom systems suited for individual needs.

Administering and monitoring performance of LAN/WAN network using remote connection tools.

Operating Systems: Windows, Linux and Macintosh

User Account Management and Training

Customer Service/ CRM

MS Office Suite

Antivirus and firewall

Experienced in troubleshooting PeopleSoft, as well as SharePoint issues.

PROFESSIONAL EXPERIENCE

University of Texas at Arlington

Arlington Texas

April 2016 to February 2017

IT Technician III Promoted to IT Analyst I

Serve as liaison between OIT, customers, and other IT professionals on campus.

Consult and assist clients with use of standard hardware, as well as software.

Create and update online documentation for standards and procedures.

Intuit the needs of a partnered department to expedite current practices.

Troubleshoot problems reported by users.

Ensure requests are handled in a professional and timely manner.

Make recommendations for future upgrades and proceed with acquisition and deployment.

Troubleshoot and perform advanced repairs to standard hardware and software.

Solve advanced networking issues that could result in limited or reduced functionality.

North Point Computers

Corpus Christi Texas

October 2014 to January 2016

Computer Service and Repair Technician

Assisted in the creation and deployment of the Corpus Christi branch of NPC.

Upgrading PC hardware and software at various business locations in South Texas.

Technical Support and troubleshooting PC, laptops and networking environments.

Replacing failing or malfunctioning equipment.

Working with clients to identify computer security needs and educating clients on the proper ways to ensure the security and efficiency of their computer equipment.

Performing hardware and software installations and providing high-level customer care, training and technical support to end-users.

Administering user accounts and passwords on business systems for new and existing employees.

Visiting home users to set up their PC's or fix faulty equipment.

Servicing printers, scanners, and other office equipment (known as peripherals).

Preparing cost estimates for new installations.

Install and update, and support multiple software on a constant basis.

Perform all repairs with utmost concern for customer privacy.

Actively use social media to advertise.

Form beneficial partnerships with local businesses.

Ability to diagnose, troubleshoot and repair cell phone, tablet, and computers in a timely manner.

Cellairis

Temple Texas

January 2010 to September 2014

District Manager November 2013 –October 2014

Manage the network of 42 Cellairis Cell Phone Repair stores throughout the United States and Canada.

Build team of successful Store Managers.

Reviewing of all store schedules and make adjustments as required.

Assist Store Managers in resolving customer/employee conflict and escalations.

Purchase repair parts and accessory inventory/track shipments to store and confirm receipt.

Review and reconcile inventory counts and bank deposits.

Be able to perform Store Manager functions.

Coach employees, Store Managers, and locations on company policy and procedure adherence.

Actively use social media to advertise.

Form beneficial partnerships with local businesses.

Ability to diagnose, troubleshoot and repair cell phone, tablet, and computers within an allotted time frame.

Systems Administrator January 2009- September 2014

Support LANs, WANs, network segments, internet, and intranet systems.

Maintain system efficiency.

Ensure design of system allows all components to work properly together.

Troubleshoot problems reported by users.

Make recommendations for future upgrades.

Maintain network and system security.

Analyze and isolate issues.

Monitor networks and ensure security and availability to specific users.

Identify user needs.

Maintain integrity of the network, server deployment, and security.

Ensure network connectivity throughout the company's LAN/WAN infrastructure is on par with technical considerations.

Design and deploy networks.

Perform network address assignment.

Maintain network servers such as file servers, VPN gateways, intrusion detection systems.

Administer servers, desktop computers, printers, routers, switches, firewalls, phones, personal digital assistants, smart-phones, security updates and patches.

EDUCATION

Alice Texas High school Diploma 2002

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