Customer Service Technical Support
Resume:
Experience
Desktop Tech, Compucom, Wilmington, NC
**/**** – 03/2017
Interact and communicate directly with high level client personnel in both PC Refresh and Migration work.
Refresh computers from XP (and similar) to Windows 7 operating systems
Test configured systems for appropriate functioning and troubleshoots for any errors found.
Complete all required documentation of installation including a quality assurance sheet to ensure accurate billing with respect to warranty contract, proper processing of defective products and timely vendor returns and reimbursements.
Follow customer personal computer system hardware and software specifications based on the configuration services being performed and the instructions supplied.
Comply with departmental training certification requirements based on configuration level.
Troubleshoot malfunctioning units using efficient problem solving techniques and departmental procedures.
Research hardware and software literature to keep abreast on new product / service developments and announcements. Work with Lead Technicians on difficult to solve problems or configurations.
Schedule and confirms own appointments and communicates directly with end users.
System Administrator, Ediciones Santillana, Guaynabo, PR
11/2013 – 11/2013
Analyzing system logs and identifying potential issues with computer systems. Introducing and integrating new technologies into existing data center environments. Performing routine audits of systems and software. Performing backups. Applying operating system updates, patches, and configuration changes. Installing and configuring new hardware and software. Adding, removing, or updating user account information, resetting passwords, etc. Answering technical queries and assisting users. Responsibility for security. Responsibility for documenting the configuration of the system. Troubleshooting any reported problems. System performance tuning. Ensuring that the network infrastructure is up and running.
Customer Engineer, Unisys, San Juan, PR
07/2009 – 05/2013
Provide field service for Dell computers, laptops, tablets, printers, servers, and storage devices. Troubleshooting Dell products. Virus and malware removal. Onsite customer service. Update firmware, OS and drivers. Parts management. Prepare, update, upgrade and maintain computers, laptops, and tables for Amgen pharmaceutical. Maintain daily service quota. Virus and malware removal. Certifications Dell Certified A+ Certified PC Repair License Maintain database of inventory. Provide remote assistance for users. Update software for users remotely or on site. Troubleshooting. Provide technical support for usability issues and critical site problems, as needed.
Education
Universidad Metropolitana, Cupey, PR
Bachelor’s degree in Information Technology
National University College, Arecibo, PR
Technical degree in Computer Repair
Certifications
Dell certified, HP certified, Lenovo certified, CompTIA A+
References
Sam Cox, Compucom
Lorrayne Curz, Eurofins
Ron Ardecki, Compucom
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