Customer Service Desktop Support

Robert Lopez

408-***-****/********@*******.***

*** 408-***-**** ********@*******.***

Career Objective

I am seeking a position as a Desktop Support Engineer. I have always been open to learning new skills to further my career as a IT professional and fellow employee.

Professional Summary

Detail-oriented desktop support engineer with extensive experience in Windows hardware support, mobile technology support, network support, remote support and customer service. I troubleshoot highly technical issues with ease and speak to end users in a language and manner they can understand.

Skills

Customer service expert

Organizer and procedure developer

Proficient in virus and malware removal

Skilled in TCP/IP and WAN/LAN networks

Mobile device setup and repair, iPhone, Android hho

Infrastructure management

Dell desktop and laptop repair, Mac Book repair

Video conferencing hardware and software support

C level executive white glove support

System upgrades and replacements

Knowledge of Windows Server 2003, 2007 and 2012

Proficient with Windows 7, 8, 8.1, and 10

Some knowledge of Apple iOS 9 & 10

Knowledgeable with Office 2007, 2010 and 2013

Work History

IT Consultant 05/2012 to 09/2015

Choices for Children – San Jose, CA

Performed various IT functions for meetings, including audio and visual setups, equipment upgrades and basic computer setups and support

Migrated and updated laptops and desktops from Windows XP & 7 to Windows 8.1

Assisted in the purchase and configuration of new hardware and software on users’ machines

Demonstrated professionalism and courtesy with customers

Installed software, modified and repaired peripherals and resolved technical issues with vendors

Technical Advisor 05/2011 to 02/2012

HeartMath Institute – Boulder Creek, CA

Followed directions from both the Web Master and the Director of IT as a beta test user

Involved in troubleshooting Website transactions and downloaded content on various mobile platforms

Provided feedback and wrote documentation to help non-technical customers outside the business

Confirmed content was legible and readable for end users on both Android and Apple platforms

Worked with the Web Master to ensure retail transactions were correctly processed using a test account

Senior Desktop Support Engineer 04/1999 to 03/2011

Rosendin Electric – San Jose, CA

Administered network users and computers via Active Directory

Created and managed email accounts via Microsoft Exchange server

Created and monitored network printing and file store locations with security

Provided tier 2 & 3 support over the phone, via remote session and in person to end users

Interfaced with vendors to resolve RMA and technical issues

Managed and supervised a desktop support team of five that serviced the needs of over 1100 computer users

Conducted end user training and team building exercises to increase productivity and promote team concepts

Deployed and serviced new and existing computer hardware both at corporate location and off site offices

Hardware included desktop PCs, notebook computers, printers, scanners and multifunction copiers and faxes

Responsible for video conference setups using Polycom equipment at HQ and remote offices

Configured remote communications using Cisco routers and VPN software and hardware devices

Involved with the decision making and purchasing of new hardware and responsible for configuration of all mobile communication and computing devices

Warehouse Manager 06/1992 to 02/1999

K.I.S. Computer – Fremont, CA

Assembled, tested, and repaired custom configurations of both hardware and software to meet clients' needs

Defined system specifications based on unique customer requirements

Partnered with sales team to build strong customer relationships that resulted in repeat sales and 100%

customer satisfaction

Managed a troubleshooting team that effectively resolved previously misdiagnosed problems

Built a database of common issues which improved troubleshooting and customer response time by 80%

Participated in a process improvement team and communicated results and solutions to senior level management

Streamlined warehouse operations processes that resulted in 95% of current orders being shipped on-time or early

Reduced monthly inventory reconciliation, accuracy reporting, and cycle count time by two thirds

Analyzed shipping methods and implemented cost effective solutions that saved the company $200,000 annually

Remained up-to-date on the latest technologies and solutions applicable to company products

Education

Bachelor of Science: Organizational Behavior and Leadership 2009

University of San Francisco - San Francisco, CA

Coursework in organizational cultures and how all types of leadership can foster or hinder growth

Attended Customer Service Leadership workshop

Training in Customer Service for Technical Support

Attended: Environmental Studies 1987-1991

San Jose State University - San Jose, CA

Coursework in Environmental Studies

Emphasis in Humanities

Certificate: Windows NT 4.0 MCSE Program 2001

Heald College - Milpitas, CA

Coursework in Windows NT 4 MCSE studies

Coursework in Operating Systems, Algorithms and Programming Languages

Coursework in Information Technology and Computer Applications

Certifications

Dell mobile and desktop break/fix hardware certified

HP Laser jet printer repair certified

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