Technical Support Customer Service
Resume:
Don Jericho Garcia
San Diego, CA, 92126
**********.******@*****.***
https://www.linkedin.com/in/donjerichogarcia/
Objective: Highly skilled and motivated Technology Services Analyst with a strong background in providing exceptional technical support and solutions. Seeking to utilize my expertise in analyzing, troubleshooting, and optimizing technology systems to drive operational efficiency and enhance user experience. Committed to delivering excellent customer service and collaborating effectively with cross-functional teams.
Summary of Qualifications:
Proficient in analyzing complex technical issues and providing innovative solutions.
Knowledge of hardware, software, networking, and information security principles.
Demonstrated ability to prioritize tasks, manage multiple projects, and meet deadlines.
Excellent interpersonal and communication skills, with a track record of building positive relationships with stakeholders for multiple projects.
Proven ability to work independently and as part of a team in fast-paced and dynamic environments.
Adept at documenting processes, creating technical reports, and delivering training sessions.
Comptia A+
ACIT iOS Service Certification (2016)
ACMT Mac Service Certification (2016)
Professional Experience:
, Qualcomm, Dec 2015-July 2023
Provided end-to-end technical support to internal and external WLAN and Bluetooth (LE) customers/stakeholders by resolving hardware, software, and network-related issues in a timely and accurate manner through phone, Remote desktop and/or onsite.
Identify failures occurred during automated testing (QLASR/QSPR) and triage error to build issue, python test automation issue and/or setup due to network or computer system.
Re-test failures manually as needed to debug.
Configuration of systems through use of Active Directory Service Interface scripts
Deploy, Test, and Maintain multiple PC test beds onsite and remotely through remote desktop.
Install and update, test applications, device drivers, and hardware for test setups. For windows and Mac OSX
Maintain and update knowledge base: Contribute to the creation and maintenance of a comprehensive knowledge base, including FAQs, troubleshooting guides, and best practices, to enable self-service support for customers.
Utilize T32 JTAG equipment for loading, recovery, and debugging devices under test.
Lead QA Analyst, QuickPlay Media San Diego, CA Jan 2012 – Aug 2015
Lead and manage a team of QA analysts, providing guidance, mentorship, and performance evaluations.
Collaborate with cross-functional teams to understand product requirements, identify potential risks, and define quality standards.
Test and validate APIs used in ingesting, transcoding, request and distribution, content management and operations by querying asset management database.
Work with engineers in testing and debugging web services encountered in development and production environments.
Track Real time analytics and KPIs for various live events.
Test microservices for user management system connecting 3rd party billing systems.
Collaborate with developers and backend engineers to debug and analyze client server logs.
Work with developers on configuring and supporting Apple OSX, Windows OS, Android mobile and IOS for use as corporate devices and for testing.
Associate Test Engineer, Qualcomm, San Diego, Jun 2008 - Jan 2012
Conduct thorough manual testing of android and windows mobile features across different wireless networks (2G, 3G, 4G) to ensure seamless performance and reliability.
Swap and update Peripheral Hardware PCIe cards as needed on SURF and FFA test devices as needed such as WIFI, Bluetooth, camera and power management integrated circuits (PMIC)
Utilize T32 JTAG equipment for loading, recovery, and debugging devices under test.
Validate mobile performance in various wireless network conditions, including low signal strength, network handovers, and other challenging scenarios.
Executed user acceptance testing test cases prior to lab submission for multiple features such as Bluetooth, WIFI, and camera
Test and validate audio and video playback, including codecs, streaming, synchronization, and quality.
Test and validate power consumption of mobile devices through various usage scenarios.
Feature Test Engineer, Motorola, San Diego, Oct 2005- May 2008
Conduct thorough testing of internal mobile browser, phone as modem, mobile IP, and Sprint power vision media player on Sprint live network and test equipment.
Write test cases based upon device specifications and customer requirements
Analyst, Veridian Engineering, San Diego, Dec 1998 – Aug 2005
Working as Liaison support of SPAWAR Foreign Military Sales in regulatory compliance of Technology transfer.
Support the E-2/C-2 Fleet support team’s logistic and technical support efforts of data analysis and performance metrics to maintain operational readiness of the aircraft fleet.
Supported multiple programs and operations at Naval Air Depot North Island (NADEPNI) which included but not limited to
Deployment of System Applications and Products in Data Processing (SAP) Education.
Work with vendors on Enterprise resource planning solutions to better manage and streamline the repair and maintenance of aircraft from the fleet.
Update Build of Materials database with data from various fleet support teams.
Bachelor of Science in Information Technology National University, San Diego CA 2000
Skills:
Technical Troubleshooting
Network Administration
Software Installation and Configuration
Systems Analysis
Information Security
Customer Service
Project Management
Documentation and Reporting
Training and Development
Team Collaboration
References:
Available upon request
Contact this candidate