Customer Service Support Specialist
Resume:
Michael Avalos
Boise, ID *****
ad5yam@r.postjobfree.com
Over thirty five years of providing exceptional customer service in the IT field. My professional experiences include system admin for HP, technical phone support engineer, desktop analyst, knowledge engineer, QA engineer and project coordinator. Other duties include BES server additions/deletions, Hardware inventory management. I have worked on many different helpdesk ticketing systems
(Remedy,
Footprints, Salesforce, Servicenow, etc). I strive to use my customer service skills on every position I accept so, I can make a positive impact
Work Experience
Client Relations Manager/Service Engineer
IntegriNet IT - Boise, ID
February 2023 to Present
Client relations manager and backup service engineer for local MSP. Responsible for account management for over
70 clients. Participate in weekly “leads group” meetings with other small business leaders. Ensure development of client relationships as well as verifying we are providing exceptional customer service to all our clients. Acting as backup for technical support issues such as server checks, all PC related issues
(desktops, laptops, printers, scanners, etc). Conduct quarterly assessment meetings with our clients to determine if current levels os support are adequate and address any future needs. IT Field Resource
Cascadia Healthcare - Eagle, ID
July 2022 to February 2023
Provide on-site support to operating entities at multiple geographic locations. Setup and maintain computers and necessary peripheral devices. When necessary, perform password resets, and track via our ticketing system. Install and configure appropriate software according to the needs of the field. Monitor and maintain local networks in ways that optimize performance and minimize down time. Ensure security and privacy of networks and computer systems. Provide training and guidance to users on how to operate software and computer equipment. Organize and schedule maintenance without deterring others from completing their work. Diagnose and resolve probles via through analysis and troubleshooting. Exercise discretion and independent judgement to implement solutions. Document processes for repairs and fixes, to aid in training and faster resolutions for other technicians. Update the filed with issue resolutions or ETR. Perform work as requested by the IT Manager and other related IT departments and filed locations. Desktop Support
NuAxis Innovations (at NIFC for BLM) - Boise, ID
June 2020 to July 2022
Providing on-site client hardware and software desk-side support and remote client side support for teleworkers to ensure minimum user downtime for the Bureau of Land Management at NIFC.
Perform life-cycle planning and technology refresh installation services for desktop and laptop computer. Interfacing with government staff to maintain installation standards and procedures that ensure properly configured systems: continuity of user operations: fully- functional applications; and train users to successfully operate new systems and equipment.
Desktop Support Technician
HCL Technologies at Micron - Boise, ID
June 2019 to May 2020
Assist staff with installation, configuration and ongoing usability of desktops, laptops, peripheral equipment and software complying with given standards and guidelines. Participate in varied computer platforms in multi-layered client server environment. Other duties include support of audio/video equipment,
Telephony equipment and various software packages. Use of SCCM and Active directory in configuration support.
Desktop Support Technician
NuAxis contract agency - Boise, ID
January 2018 to May 2019
The Desktop Support Technician (DST) providing front-line Service Desk/ Desk side functions and activities. Acting as the single point of contact for nationally dispersed U.S. Federal Government customers. Client support using tools such as
SCCM, Active Directory, Maas360, McAfee encryption software, Microsoft office 360 on both Windows 7 and windows 10 environment. Currently traveling once, a month to migrate user domains for the OST and the SOL groups (domain migration, re-imaging laptops using thumb drives in the field, installing required software, configuring printers/scanners as needed). Desktop Support
Apex systems (At Mountain home air force base)
November 2017 to January 2018
Apex systems (At Mountain home air force base)
Cradle to grave Windows 7 to 10 migration. Hardware and software refreshes as well as maintenance, upgrades and conversions. Serve as the company liaison with customer on administrative and technical matters for durations of the project.
Desktop Support Tech
Chase bank
October 2017 to October 2017
On Site tech lead on 2 upgrade projects. Replaced workstations in a windows 7 environment. Worked with engineering group to coordinate each site for downtime. Removed and swapped in new server.
Lead install and, instruct other tech what to work on and, in what order the workstations are to be replaced. Main site contact for bank employees during upgrade. Field Desktop Support
Access2care
August 2015 to October 2017
Provide all hardware support for 75 seat call center. Using ticket system Servicenow, support all hardware devices including Dell zero clients, laptops, desktops and Avaya phone systems. Assist site with new hire class setup. Install software as needed. Sole on site support for IT services for 100 total users remote support for sites including Houston, Portland and Des Moines. Ensure all hardware is up to date with MS updates and, inventory of all hardware equipment. Local support for Office365 including configuration, adding mailboxes, assisting with access to shared mailboxes and folders and setting up of auto archive. Support of video conference room.
Technical Support Specialist
TekSystems
April 2015 to August 2015
Providing support for the video conferencing systems. Working with Cisco video conferencing equipment to ensure excellent customer experience with state video conferencing systems including Polycom configuration and support. Configuring and troubleshooting conferencing equipment, setting up and executing video conferences, including supporting remote locations. Additional duties include supporting technical issues with computer/printers/peripherals. Project Coordinator
Advantage resource
December 2014 to April 2015
Coordinate with the client's representative via phone to develop the schedule for Device installs that will meet both Client and the Client End-user Customers' expectations, and ensure that the Client End-user Customer has followed a site preparation checklist so that the site is ready with power and a nearby network access port. Time-appropriate submission of hardware order requests
(within same business day, in no case later then next business day). Partnership with shipping companies and very clear communications concerning delivery requirements. Understanding the customer's logistic site requirements and ensuring that delivery is arranged in accordance with those requirements. Setting up physical installation with Client's designated installation resources and/or subcontracted technicians
Desktop Support Tech
Insite Global
June 2014 to December 2014
Single point of contact support for desktop computers in a 150-person call center. Responsible for deployment of new desktop hardware/moving of equipment. Installation of applications. Setup of audio video systems including poylcom devices. Support for all MS Office products as well as active directory changes. Inventory control for all equipment including loaner laptops. Configuration and support of all printers and, VOIP phone support. . Point of contact for recycling old hardware. Create/modify/close tickets with servicecenter ticketing system.
Work with vendor to reduce old hardware by having it recycled. Technical Phone Support
Taos Mountain, Inc
April 2014 to June 2014
Provide technical support to technology users including problem determination, resolution and escalation. Responsible for proactively managing high severity and priority incidents from identification to resolution. Work with other IT support groups to identify problems and restore services. Work with customers via online helpdesk system, telephone and remote support tools to diagnose technical issues related to PC operating systems, applications, network, servers, active directory changes, and peripherals.
Desktop Support Tech
Sullivan & Cogliano - Meridian, ID
March 2014 to April 2014
through Compucom
Performed Windows XP to Windows 7 upgrade at T-Mobile call center. Worked with remote tech's who push image to verify upgrades have completed. Trouble shooting of applications that need to be updated and, installed drives on an as needed basis after migration. Manually install OS from thumb drive when push has failed.
Installed and configured printers. Upgraded the memory in all four training room classes (76 PC's total). Desktop Support
Good Sams hospital - Boise, ID
February 2014 to March 2014
Assisting with Windows XP to Windows 7 migration. Hardware includes PC's, netPC, boothost, laptops. Assist users with migrating files and, setup of printers. Trouble shooting any hardware or software issues and working with remote support to resolve issues. Desktop Support
St Luke's Hospital Boise - Meridian, ID
June 2007 to February 2014
Desktop support for outpatient clinics. Install OS, hardware support, fix configuration issues. Support of MS Office applications. Configuration and troubleshooting network issues. Use of TCP/IP and network routers to control proper subnets. Assist with PC moves and attach peripherals. Pre and post support for EPIC EMR. Assis with Windows 7 migration of laptops, tablets and desktops. Responsible for scheduling contractor resources for all moves as well as ordering equipment to ensure users have all ergonomic equipment they require.
Project Coordinator/Team Lead
Manpower - Boise, ID
June 2005 to June 2007
Responsible for working with platform and delivery teams to identify correct workflow placement and associated tasks to be performed in support of the SR order management tool. Conduct weekly staff meetings. Assigned projects to staff members. Act as first point of contact for new profile creation and modifications to existing profiles. Assist HP personal in SR related project analysis and implementation. Ensure the team is working within scope, has accurate information and, has the appropriate tools to successfully perform there jobs. Escalate issues to management as needed. Technical Desktop Support
Volt consulting - Boise, ID
January 2005 to June 2005
Assisting with general office moves and the installation and support of new systems. Provide installations, replacement, upgrades for desktop hardware and software as needed. Other responsibilities include database and printer connectivity as well as software drivers, WINTEL based desktop and laptop hardware and firmware. Corporate support for video and audio conference rooms Customer Service Representative
DirecTV Boise ID - Boise, ID
November 2004 to January 2005
Responsible for responding to customer phone calls by listening empathetically to the customer, clarifying and assessing customer needs, and resolving billing and basic service issues in a prompt and effective manner utilizing multiple computer systems simultaneously. System Administrator for HP's CSY HP3000 Lab
Kemtah consulting - Cupertino, CA
July 2000 to October 2004
Respond to customer service request in resolving MPE i/x and HP-UX technical problems including, hardware issues, down systems, tape mounts, new system installations, patch creation and updates. Provide specific support for the R&D environments (test area systems, BENCHMARKS, working with 3rd party customers, QA new releases). Also, was team technical leader ensuring proper documentation and monthly metrics were completed in a timely manor? Provided training to less experienced operation personal as needed.
Technical Support Engineer
PostX Corporation
June 2000 to July 2000
for PostX Corporation. Responsible for resolving customer technical problems concerning installations and operation of an
Internet mail enabled application running in a Windows NT environment. Also, worked with QA department testing the new version of software for release. Consulting
Modis
September 1999 to June 2000
(at Hewlett Packard Corporate offices)
Provided technical support for the Maestro job scheduling product on MPE I/X and HP-UX platforms. Primary functions included customer support for all customers of ASO-Calif. Key contact for all the Heart team systems. These systems are crucial in providing order processing for both Hewlett Packard as well as Agilent Co. Mentored less experienced support personal on more technical issues. Sr. Operations Support
Hewlett Packard's Federal Employees Credit Union
April 1999 to September 1999
for the HP Federal Credit Union. Managing system operations including printing of all special forms, tape library functions and console monitoring. Established off site procedures for tape storage. Installed and configured tapes storage Product for managing data center tapes. System Administrator for Oracle Applications and HP3000 Operations January 1998 to April 1999
Managed system operations including system security, backups accounts, capacity planning, disk utilization, event and user support. New user addition/changes in CA ASK Manman. Managed all security adds/changes in Oracle applications. Defined forms, menus, Responsibilities in multiple Oracle dB instances. Responsible for all printer definitions. Knowledge Engineer
HP - Boise
July 1995 to January 1998
Knowledge Engineer
Hewlett Packard - Cupertino site
July 1995 to January 1998
for the KEG at HP's
Cupertino site. Utilized HP9000/700, PC's running Win NT and the HP3000 to provide telephone consulting to field sales personal regarding advice generated by the Global Dynamics Consulting
March 1995 to July 1995
at 3com Co.)
Provided system administration on the HP3000 for 3Com. Responsibilities included system performance monitoring, 3rd party software maintenance, system configuration, and site print spooling. Systems included MPE I/X and MPE classics.
Hewlett Packard - Cupertino site
March 1994 to March 1995
CDI consulting (at Hewlett Packard Cupertino site) Technical Support Engineer
Unison Software Co
February 1993 to March 1994
Dealt extensively with clients to conduct Pre/Post sales support for Unison software products that include Maestro, Spoolmate, Tapes/plus, DiscMaster, and
Allocate. Working knowledge of IBM RS/6000 AIX, HP9000 HP-UX, And Sun Solaris platforms. Associate System Administrator
Hewlett Packard - Cupertino site
September 1991 to January 1993
Conducted technical support for the PPN/X.25 and DTC networks. Acted as the primary support for the Northern Telecom SL-1 PBX and Octel Voicemail system. Also provided Technical support for the CLI videoconference system.
Hewlett Packard Cupertino site August 1981 to January 1993 System Administrator
Hewlett Packard - Cupertino site
August 1987 to September 1991
Provided system support for 20 HP3000's. Conducted installations of new operating system releases. Provided all system configuration and software support. Computer Operator I-II
Hewlett Packard - Cupertino site
October 1984 to August 1987
Conducted computer operations and system configurations. Skills
• ASK/CA (Less than 1 year)
• FrontPage (Less than 1 year)
• HP-UX (6 years)
• Maestro (1 year)
• MICROSOFT PROJECT (6 years)
• MICROSOFT WINDOWS (Less than 1 year)
• MS Project. (6 years)
• Nortel (Less than 1 year)
• Oracle (1 year)
• PBX (1 year)
• RS6000 (Less than 1 year)
• security (1 year)
• Security (Less than 1 year)
• Unix (6 years)
• UX (6 years)
• Windows (XP
• 7 and 10) (15 years)
• X.25 (1 year)
• Desktop Support
• MAC
• Active Directory
• Service Desk
• Remedy
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