Customer Service Technician
Resume:
David Keith Garcia
**** ********** **, *** *******, TX 78230
Cell: 210-***-**** Email: ***********@*****.***
Profile
Customer focused IT service technician experienced in Computer Structure and Logic issues
Core Qualifications
● Senior I/T Technical Operational Support
●
Strong Communication Skills
●
Software Support
●
Group Process Techniques
●
Hardware Support
●
Office 365
●
Network Management
● Knowledge Module Management
●
Security+ Certified
●
Service Now
Senior Computer Systems Engineer
April 2018 to Present
Target CW – San Antonio, TX
Provide enterprise-level, quality customer service support for customers experiencing computer-related issues
Utilize all collaboration tools available to communicate and give customers quick answers to simple IT Issues
Build working and trust relationships with our customers to ensure quality and quick return to service
Interact with customers to provide available information, products, and services that are intuitive and enhance their performance in supporting of our USAA members
Senior Desktop Support Analyst
August 2016 to My 2018
Wellmed – San Antonio, TX
9 years of IT support/ analysis experience specifically in troubleshooting hardware and software to include desktop, laptop and virtual environment
Advance user of Microsoft Windows 7 and 10 and office suite
Highly motivated, professional individual adept at managing multiple tasks and meeting deadlines with minimal supervision
Ability to operate effectively in a dynamic, high stress, high confidential environment
Provide remote services support for all issued equipment
Prepare laptop and stage all devices within the agreement
Senior executive management support for all South WellMed facilities
Experience with apple and android mobile devices
Excellent communication skills and ability to speak and write to all level of management
Ability to work flexible hours, including on-call
Tech Support Analyst
May 2016 to August 2016
Randstad Technologies – San Antonio, TX
Incident Management process to support return to service within a service level agreement
Provide customer consultation and solutions
Provide remote services support for all UHG issued equipment
Provide support for all UHG issued equipment
Prepare all devices within the UHG agreement
Minimal Travel to all WellMed clinics for onsite support
Desktop Support Technician and IT Remote Specialist
September 2014 to April 2016
HCL of America – San Antonio, TX
Incident Management process to support return to service within a service level agreement
Provide customer consultation and solutions
Support Internet Service Provider (ISP) networks and equipment
Troubleshoot certificate issues on field and Work at Home (WAH) devices
Support the Cisco telecom equipment and systems to include, routers and Cisco phones in the Cisco console
Support the Virtual machine environment for server related issues
Desktop Support Technician
September 2013 to September 2014
Randstad Technologies at USAA – San Antonio, TX
Incident Management process to support return to service within a service level agreement
Provide customer consultation and provide solutions
Software installs manually and remotely
Test hardware to determine if desktop computer needs to be re-imaged due to registry issues or connectivity issues
Troubleshoot phone issues on both VOIP and analog. Includes running phone lines for new installs at the switch
Staged Ultrabooks for UPC users and laptops for Safeboot users in the home office
Triaged all incoming Deskside Support incidents in Service Manager
Supported technical documentation as the Wisdom Lead Advocate for Desktop Support
IT Service Desk Technician
January 2012 to September 2013
KForce at USAA – San Antonio, TX
Part of Core team at IT Service desk
Password resets and profile rebuilds
Microsoft Office Support
Troubleshot software and hardware related issues
Maintain a very high closure rate to keep my stats on par with the required metrics
Level 1 Help Desk Technician
August 2011 to December 2011
Information Innovators Inc – San Antonio, TX
Assisted with Network migration from Legacy Domain to AFNET domain
Microsoft Office support
Provision and de-provision user accounts
Troubleshoot software and hardware related issues
Maintain incidents in Remedy database
Level 1 Manager - General Support
June 2000 to July 2009
AT&T Communications Inc – San Antonio, TX
Telepresence and video conference set-up
Project Management
Staff development and training
Develop Microsoft Access queries and tables
Created and maintained reporting spreadsheets in Microsoft Excel and other Office products
Created swim-lanes to support our team process and procedures
Troubleshoot Network issues and audio issues during Town Halls
Lead on Corporate Guidelines
Maintain 3rd party contractor headcount for Executive reporting
Floor fire warden and Floor coordinator.
Education
ITT Technical Institute
Network System Administration
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