Customer Service Technical Support

JOSEPH SCHLAMAN

Sacramento, CA Phone Number Gmail Address

Summary

Dedicated and results-driven IT Field Service Technician with 10+ years of experience providing exceptional technical support and solutions. Proven expertise in diagnosing and resolving hardware and software issues, implementing security measures, and ensuring optimal IT functionality. Adept at delivering superior customer service through clear communication and efficient problem-solving. Demonstrated ability to collaborate seamlessly with cross-functional teams and adapt quickly to evolving technologies. Committed to maintaining up-to-date knowledge of industry best practices and emerging trends. Seeking to contribute technical proficiency and excellent service skills to a dynamic IT support role.

Core Competencies

Demonstrated expertise in diagnosing and resolving hardware and software issues.

Analytical mindset for troubleshooting complex technical problems efficiently.

Proactive identification of potential issues and implementation of preventive measures.

Efficiently prioritize and manage tasks to meet service level agreements (SLAs).

Accurate and detailed documentation of service activities, including troubleshooting steps and resolutions.

Skills

Technical Proficiency

Hardware Diagnosis and Repair

Software Installation and Configuration

Networking Knowledge

Security Awareness

Customer Service Skills

Problem-Solving

Adaptability

Time Management

Documentation

Remote Support

Team Collaboration

Communication Skills

Customer Training

ITIL Knowledge

Continuous Learning

Experience

I.T Field Services Technician III 07/2019 to Current

Albertsons Company Sacramento, CA

Installed, configured, and maintained computer systems, network infrastructure, and software applications for diverse client base, resulting in 20% improvement in overall system efficiency.

Provided expert-level technical support, achieving 15% reduction in average issue resolution time through efficient diagnosis and resolution.

Collaborated with cross-functional teams to design and implement customized solutions, resulting in 25% increase in client satisfaction.

Conducted regular system audits and performance assessments, ensuring 98% system uptime and security compliance.

Led training sessions for end-users, improving overall proficiency and reducing support requests by 30%.

Managed and prioritized service requests through ticketing system, consistently meeting or exceeding established SLAs.

Stayed current with industry trends and emerging technologies, implementing improvements that resulted in 15% reduction in system vulnerabilities.

Assistant Manager 11/2018 to 07/2019

Albertsons Companies Sacramento, CA

Led a team of [X] IT field technicians, achieving 20% improvement in team efficiency.

Implemented a streamlined ticketing system, reducing resolution times by 25% and enhancing customer satisfaction.

Collaborated with cross-functional teams to deliver successful IT service projects, resulting in 15% increase in project completions.

Conducted regular training sessions for field technicians, reducing errors by 30% through adherence to best practices.

Optimized resource allocation, reducing operational costs by 10% while maintaining high service levels.

Developed and maintained comprehensive documentation, enhancing overall team efficiency.

Assistant Store Manager 03/2010 to 07/2016

Safeway Sacramento, CA

Oversaw daily store operations, ensuring seamless customer experiences.

Provided leadership and guidance to team of sales associates, fostering a positive work environment.

Implemented effective merchandising strategies to optimize product visibility and drive sales.

Conducted regular staff training sessions on product knowledge, customer service, and operational procedures.

Monitored and managed inventory levels to prevent stockouts and overstock situations.

Assisted in the development and execution of sales promotions and marketing initiatives.

Owner 03/1999 to 01/2005

House Cleaner Productions Sacramento, CA

Conducted comprehensive cleaning tasks in residential properties, ensuring pristine and sanitized environment.

Employed industry-standard cleaning techniques, tools, and equipment for efficient and effective results.

Worked independently and collaboratively with team members to streamline cleaning processes.

Demonstrated meticulous attention to detail in tasks such as dusting, vacuuming, mopping, and surface sanitization.

Efficiently followed established cleaning checklists, surpassing client cleanliness expectations.

Prioritized safety protocols and utilized eco-friendly cleaning products when appropriate.

Education

Bachelor of Arts: Music Business 03/2001

Sacramento City College Sacramento

Accomplishments

Planned and executed system upgrades, enhancing overall performance by 30% and reducing downtime by 20%.

Developed and implemented standardized troubleshooting procedures, decreasing issue resolution time by 25% and boosting customer satisfaction by 15%.

Implemented robust cybersecurity measures, leading to 40% decrease in security incidents and ensuring safeguarding of sensitive client data.

Overhauled hardware inventory processes, resulting in 20% reduction in excess inventory and 15% decrease in equipment downtime, contributing to substantial cost savings.

Conducted personalized user training sessions, reducing support tickets related to user errors by 25% and improving overall user proficiency with IT systems.

References

References available upon request.

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