Customer Service Support Technician

Romeil Jones

● • ************@*****.*** Manteca, CA

Proficient in Microsoft Office

Suite

Intermediate Python

Hardware troubleshooting

Permissions in AD Manager

On-boarding/Off-Boarding

Symantec Encryption

OKTA

Microsoft Defender

Azure AD

Quickpass

ServiceNow

AutoTask

Remedy

VMware

TMS Support

WMS Support

SQL

SCCM

AWS

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Windows 7 & 10 Software troubleshooting

Installing printer driver

CB defense

Computer optimization

LogMeIn Rescue

Data Migration ●

Abstract

Troubleshooting

Technical

Troubleshooting and

Problem Solving

Hardware and Software

Installation/Configuratio n Network Administration

and Security Active Directory

Management

System Upgrades and

Migrations

Help Desk and User

Support

Data Backup and Disaster

Recovery

IT Project Coordination

●Sales

●Time Management

●Self-advocacy

●Creativity

●Self-Awareness

●Professionalism

●Mindfulness

●Phone Support

●Mac OS

●JIRA

●Customer Service

●ImmyBot

●N-Able

●MS Teams

●MS Office

●Application Support

●Communication

●Database

●Collaboration

●Documentation

●Customer Service

●Innovation

●Problem Solving

EXPERIENCE

uTax Software LLC, Modesto,CA Jan 2024 – Mar 2024

Level 2 Support Technician Remote

•• Provided technical support for uTax Software, troubleshooting income tax software issues efficiently during peak season.

•Demonstrated expertise in Windows OS, Mac OS, networking, and hardware setup, ensuring seamless operations for clients.

•Proficient in setting up modern PC hardware and software, guiding users through installations and troubleshooting.

•Excelled in clear communication and remote team collaboration, contributing to a positive work environment.

•Maintained confidentiality and compliance while managing sensitive client information, ensuring data security

Metropolitan Transportation Commission, San Franscisco, CA Sept 2023-Dec 2023 Level 2 Support Technician

•Experience troubleshooting end user software such as all Office applications, OneDrive, Druva, Salesforce.

•Provided both remote and on-Site technical support for company employees on issues such as Microsoft Office, desktops, printers, and scanner issues.

•Worked on different project teams such as the new hire and separation to image new devices to new hires and inexperienced users as well as many others.

•Team member in assessments and validations of current state and future state hardware in preparation for Epic implementations.

•Assisted regional Project Coordinator for deployment of hardware; desktops, laptops, thin clients, printers, and peripherals that are compatible with Epic.

•Improved existing programs by reviewing objectives and specifications.

•Performed Epic testing during and after migration to ensure workflow efficiency.

•Supervised hardware allocation, inventory, and desktop team during technical dress rehearsal, IT service management calls, and migration events.

•Printer mapping to computers throughout the whole site 8 different floors

•Extensive Excel and SharePoint usage in day to day increasing work output by 10%

HCL America Modesto, CA Jan 2023-Aug 2023

Level 2 Support Technician

•Provided Level 2 technical support to end-users, troubleshooting and resolving hardware, software, and network-related issues promptly and effectively.

•Managed and maintained Active Directory user accounts, permissions, and group policies to ensure proper access control.

•Led system upgrades, ensuring seamless transitions and minimal disruption to daily operations.

•Collaborated with cross-functional teams to implement IT projects, including server migrations and hardware deployments.

•Conducted regular system audits to identify vulnerabilities and implemented security measures to safeguard data and network integrity.

•Mentored and trained Level 1 support technicians, enhancing their technical skills and knowledge.

•Provided remote and on-site support for end-users, resolving issues related to software, hardware, and network connectivity.

•Diagnosed and repaired hardware failures, effectively minimizing downtime and optimizing system performance.

•Assisted in the setup and configuration of new workstations, ensuring compatibility and efficiency.

•Implemented data backup and disaster recovery protocols, safeguarding critical business information.

•Developed and maintained documentation for IT processes, facilitating knowledge sharing and streamlined support.

•Conducted in-depth troubleshooting and problem-solving, achieving a 95% customer satisfaction rate.

Merino Computer Concepts Stockton, CA Nov 2021-Oct 2022

NOC Engineer

●Monitored daily network performance and uptime and responded quickly to incidents.

●Coordinated 10% of disaster response plans with department management.

●Upgraded system hardware and managed documentation.

●Oversaw numerous projects simultaneously within budgetary restrictions.

●Collaborated with engineers and project managers daily regarding parameters of client projects.

●Maintained and upgraded network hardware.

●Installed 120+ new PC workstations and laptops with Windows 11 and MS Office 365.

●Resolved 20+ trouble tickets per day.

●Maintained 99% satisfaction rating in monthly end-user scoring through applied interpersonal skills and providing fast solutions.

●Performed 100+ successful hardware and software repairs per week.

●Slashed update times for systems & software by 30% through automation.

●Reduced downtime for 300+ machines by 22% by scheduling and performing regular maintenance of hardware and software.

IT Support Technician Elk Grove Unified School, Elk Grove, CA Apr 2021 -Aug 2021

•Accurately document instances of hardware failure, repair, installation, and removal.

•Assisted in developing long-term strategies and capacity planning for meeting future computer hardware needs.

•Supported development and implementation of new computer/server projects and new hardware installations.

•Maintained up-to-date knowledge of hardware and equipment contracts and supervised contract-based installations.

•Conducted research on computer products in support of technology procurement and development efforts.

•Evaluated and recommended hardware products for purchase.

•Recommend, schedule, and perform computer/server, hardware and peripheral equipment improvements, upgrades, and repairs.

•Installed customer software and applications on the server and end-user environment.

•Accurately document instances of hardware failure, repair, installation, and removal.

•Assisted in developing long-term strategies and capacity planning for meeting future computer hardware needs.

•Supported development and implementation of new computer/server projects and new hardware installations.

•Maintained up-to-date knowledge of hardware and equipment contracts and supervised contract-based installations.

•Conducted research on computer products in support of technology procurement and development efforts.

•Evaluated and recommended hardware products for purchase. -Recommend, schedule, and perform computer/server, hardware and peripheral equipment improvements, upgrades, and repairs.

•Installed customer software and applications on the server and end-user environment.

Skills: Communication · Computer Literacy · Remote Work · Help Desk Support · Hardware

Easter seals Bay Area Walnut Creek, CA Feb 2018 – July 2018

IT Support Specialist I

●Provided Level 1 hardware/software support such as troubleshooting PCs, replacing hard drives, monitors, keyboards for over 20+ Users.

●Provided software troubleshooting and support over 10+ Users daily.

●Investigated software issues for Users and deployed updates for efficient work machines.

●Imagined and encrypted over 20+ laptops for new hire classes.

●Assessed and resolved 30+ tickets per day for employees.

●Provided phone support to users creating 10+ tickets per hour.

Denny’s, Lathrop, CA April 2016 – July 2016

Host/Waiter

●Guided customers to their seats and aided for over 8 hours a day.

●Cashed out registers and maintained intake and outtake of a 24-hour running store.

●Stocked inventory and managed items in the store.

Bed Bath and Beyond, San Jose, CA Jan 2015 – Feb 2016

Cashier/Sales Associate

●Serviced and assisted over 30+ customers an hour, resulting in high customer satisfaction rate and 10% increased sales.

●Handled and worked with, an average of 800 dollars a day resulting in an increased rate of customer flow.

●Managed and processed over 30 units of inventory hourly resulting in organized stock for customer purchase.

EDUCATION

Year Up / Diablo Valley College, Pleasant Hill, CA Pleasant Hill, CA September 2017 – July 2018 Present

Year Up is an intensive, competitive technical training and career development program with over 250 corporate partners, graduating thousands of students annually across the nation. The program includes college-level courses, professional training, and a six-month internship.

Completing coursework in business communications, professional development and IT helpdesk topics including computer hardware, software, Python programming, and Microsoft Office Suite. ● · General Education

●· GPA 3.0

Contact this candidate