Customer Service It Support

Tyler Caldwell

*****************@*****.*** - 818-***-****

Experienced IT Support & Customer Service Professional www.linkedin.com/in/tyler-c-8440905 - Lebec, CA, 93243

Recognized as an ambitious and hard-working individual, my commitment and ability by highly respected companies. I handle multiple tasks daily competently, working well under pressure. Frequent acknowledgment of my contribution from senior management illustrates my potential value to your company. I am an experienced IT and customer service professional with extensive knowledge and experience in various systems, networks, projects, servers, and desktop support. I am proficient in multiple technologies and have experience with help desk, end-user support, and customer service.

Areas of Expertise

●Operating Systems: Microsoft Windows Desktop and Server, Mac iOS, Android. Windows 7PE.

●Applications: Microsoft Office, Adobe Suites, VPC 2007, VMware, Yardi Breeze, SaaS, Norton AV.

●Security Tools: Anti-virus, Malware, Spyware, Rootkits, Ad-aware.

●Backup Solutions: Veritas Backup Exec, Acronis True Image Backup, home and business.

●Hardware Support: Dell, Toshiba, Sony, HP products, Sonos devices.

●Networks: Local and network printers, inkjet, laserjet.

●Support: On-site and remote computer access, Desktop and Helpdesk end-user Support

●Incident Management: Experience with various CRM ticketing systems.

●Communication Channels: Phone, live chat, email, Twitter, Facebook, Slack, Microsoft Teams, Zoom.

Professional Experience

Technical Account Manager, 2020 - 2024

Yardi Inc., Oxnard, CA

Key Achievements:

●Delivered exceptional customer support, troubleshooting, and resolving issues promptly for Breeze property management software through live chat and phone calls.

●Successfully tested new software functionality, data fixes, and set-ups for customers.

●I served as a subject matter expert (SME), offering valuable insights.

●Managed client support cases through the CRM system, ensuring troubleshooting was well documented and escalated when necessary or closed out the case as successful.

●Recognized for the outstanding quality of customer service and personal commendation from clients.

Customer Care / Technical Support Engineer Tier 1, 2015 - 2020

Sonos Inc., Santa Barbara, CA

Key Achievements:

●Provide live inbound customer support calls, emails, and social channels like Twitter or Facebook.

●Provided customer troubleshooting support for Sonos Home Theater 5.1 Dolby Digital audio-in issues from TVs, wireless router issues, wireless interference issues, and network Ethernet connection issues that would prevent the products from succeeding in connecting to the router and connection issues with the Sonos Desktop and Mobile app.

●Set up and process customers’ RMA returns for faulty Sonos products.

●Recognized for the outstanding quality of customer service with numerous customer service awards and personal commendations from clients.

Remote Systems Engineer, 2014 – 2015

CalNet Tech, Northridge, CA

Key Achievements:

●Provide end-user technical support for all Calnet clients using Windows XP, 7, and 8, Microsoft Office 2010, 2013, Office 365, and Server OS 2008, 2010, and 2013. Investigate issues reported by customers to help determine the best next steps to find a resolution, such as anti-virus and malware removal. Troubleshoot networks, systems, and applications to identify and correct malfunctions and other operational difficulties.

●Provide printer and multifunction copier support.

●Perform software and application installation and upgrades, preventive maintenance, and Windows updates on workstations and servers.

●Check and perform Anti-virus updates as needed, check system performance and data storage, and check for firmware updates on the Dell SonicWALL firewall.

●Experience with ConnectWise and LabTech software.

Desktop Support, 2006 - 2012

B2B / EDI Coordinator, 2012 - 2014

Guitar Center, Westlake Village, CA

Key Achievements:

●Provide end-user troubleshooting support to the corporate office, Guitar Center stores, and remote user employees.

●Built, deployed, maintained, and supported Dell/HP Windows images for quick system setups.

●Hardware: Supported and maintained Dell and HP technology products, including desktops, laptops, printers, mice, keyboards, and monitors.

●Software: Supported, maintained, and provided troubleshooting support on Microsoft Windows 2000 – Windows 7 OS, Microsoft Office 2000 – 2010, Symantec Antivirus support, Malware, Adware, Spyware infection removal tools, and Aventail VPN access.

●Maintained hardware and software inventory for in-house products and supplies.

●Experience with the I. Support ticketing system for tracking work status and history.

●Provide troubleshooting support and maintenance service on the Loss Prevention badge access system (WIN-PAK ’05).

●Built and maintained the ACT! server for B2B/Merchandising dept. customer information tracking.

●Provide troubleshooting support for corporate office user office/cubicle relocations.

●Research and development of BartPE Windows XP imaging tool with RDeploy for rapid desktop and laptop deployment with Windows XP. (2009)

●Research and development of WIN7PE Windows 7 imaging tool with RDeploy and Acronis TrueImage for rapid desktop and laptop deployment with Windows 7. (2010)

●Experience identifying systems infected with viruses, spyware, adware, and malware by removing the infection or providing a data backup and re-imaging the system.

●Experience with SCCM, Altiris, HPDM, Powerterm for Green Screen emulation, and Active Directory Users and Computer.

Successful Projects:

●Dell laptop and desktop lease returns.

●Relocation of computer equipment in offices and cubes to the newly acquired building during the main office building renovations

●GC corporate office printer consolidation.

●Accounting dept. Scan-station migration to new replacement systems.

●Supported the Windows admin team in upgrading Aventail VPN access for remote users in 2007.

●Supported the Symantec Antivirus 10 rollout in 2008.

●Provide support during the breakdown and IT equipment to rebuild the executive conference system for the room renovations.

Operations Support Team, 2005 – 2006

Fiserv Credstar, North Hollywood, CA

Key Achievements:

●End-user Desktop Support, SQL Database Support, and Data Backup Support.

●Active Directory / Users and Computers Administration and Windows Server 2003 Administration.

●I provided customer service and end-user troubleshooting support to vendors pulling credit reports from the credit bureaus. I ran SQL scripts to find bugs and problems in the system and credit reports.

●Troubleshoot connection issues between the vendor, Fiserv Credstar, and the credit bureaus.

●Provide end-user troubleshooting support to Fiserv Credstar Corporate office users.

●Experience with troubleshooting Microsoft Windows XP and Microsoft Office 2003 issues.

●Responsible for new hire onboarding process for computer workstation preparation and deployment and assisting with computer workstation office/cubicle relocation.

●Experience with troubleshooting failed servers and network switches to minimize downtime.

●Experience with tape drive backup systems.

Customer Service and Sales Team, 1999 - 2001

CompUSA, Redondo Beach, CA

Key Achievements:

●Stock software and hardware inventory on the sales floor and maintenance of high-end software and hardware products in the upgrade service dept.

●Provide customer service and sales for software/hardware on the sales floor.

Education

●EdNet Career Institute 2001-2002

●El Camino Community College 1999-2000

●Redondo Union High School 1994-1999

IT Certifications / Education Certifications

●LabTech Certification 2015

●MCP Certification 2002

●A+ Certification 2002

●High School Diploma 1999

Awards

Sonos:

●100% CSAT (2017 and 2018) - For customer care and technical support with Sonos wireless speaker products

Guitar Center:

●Standing Ovation Award (2010) - For outstanding end-user support during the innovative store rollout project.

●101% Award (2010) - For exceptional customer service

●Riff Award (2009) - For assisting with installation and support of the loss prevention software deployment XBR project

CompUSA:

●Customer Service Recognition Award (1999)

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