Patrick Tran

**** **** **

Westminster, Ca *****

Phone: 714-***-****

Email: ad2iky@r.postjobfree.com

OBJECTIVE

Seeking an opportunity to utilize my extensive experience with a company that offers growth and increasing responsibility.

Skills

Self motivated, excellent customer service, independent, teamwork focused, hard working

and willing to learn.

Resolved customer issues in a clear, courteous and straightforward manner.

Identified and solved technical issues with a variety of diagnostic tools.

Researched, troubleshot and resolved complex problems independently.

Worked closely with team members to meet or exceed all customer service requirements.

WORK EXPERIENCE

Technical Support Rep

Idemia

March 2019 – Jul 2023 ( 4 yrs 3 months ) Anaheim, CA

. Provide technical support to the customers to resolve technical issues over the phone, email and chat. Document problems as required, provide appropriate details information and update trouble ticket until it's closed in CRM ( Salesforce ). Follow up and escalate unresolved issues to the next level of support /manager.

Technical Support

Kingston Technology

January 2017 – November 2017 ( 10 months ) Fountain Valley, CA

• Assisted customers with troubleshooting, installation SSD, USB Flash drives, Memory. Flash Cards, Wireless Storage/Reader, Gaming Headsets, Keyboard via phone, and live chat.

• Answered products technical and pre-sale emails questions.

• Data input of thousands of customer calls and live chat logged into CRM and generated RMA request case and escalated issues if needed.

• Testing pre-release products and provided feedbacks.

Sr. Technical Support Specialist

HGST, G-Technology owned by Western Digital

November 2000 – May 2016 (15 yrs 6 months) Santa Ana, CA

• Provided senior level technical support for HGST Enterprise Class Hard Drives.

• Provided senior level technical support for G-Technology Multi-bay RAID Drives, including RAID Software configuration.

• Provided senior level technical support for HGST and G-Technology products within Apple and Windows Operating Systems.

• Coordinated, designed and implemented training programs for new HGST and G-Technology products for the Technical Support Team.

• Designed and implemented Installation Flow Charts for in house product training.

• Data input of thousands of customer calls logged into Sales Force and (RMA’s) logged into SAP Database.

Technical Support Representative

SimpleTech Memory

November 2000 – May 2016 (15 yrs 6 months) Santa Ana, CA

• Level 5 Technical Support Engineer for all SimpleTech Components products.

• Provided technical support for computer memory from FPM to DDR SDRAM.

• Provided technical support for PCMCIA modems.

• Provided data/information on products to manufacturing engineers.

• Performed IT duties and desktop support to in house sales staff.

• Performed RMA duties for all SimpleTech Components products.

Systems Engineer

Jostens Learning Corp aka Compass Learning

November 1990 – March 2000 (9 years 4 months) Garden Grove, Ca

• Installed, configured, troubleshot and maintained both Mac’s/Pc’s for use in public and private schools systems in the LAN/WAN environment covering the Southern California.

EDUCATION

Aug 1986 – May 1990 Cal State University Long Beach, Long Beach, CA

CERTIFICATION

Nov 1999 MCSE ( Microsoft Certified Systems Engineer )

REFERENCES Available upon request

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