Customer Service Field

CHRISTOPHER VARGAS

Universal City, TX ***** 210-***-**** ******************@*****.***

Professional Summary

With over 7 years of experience working with end users and their hardware issues, I know how to talk to customers and give straight forward information while making the user experience more enjoyable.

Accomplishments

Resolved product issues with consumer testing and evaluation.

I have passed the ITIL.v4 training for the company NTT Data

Nov 2016-Nov 2017 St Philips College student completion for CompTIA A+ and Network +

Kudos calls increase up to 200 percent.

Skills

Service Tickets using Remedy and Service Now

Microsoft Office 365 online and installed

Service Delivery

PC refresh, PC reimages and IMAC, Printers, and other peripherals.

Customer Satisfaction and customer service

Administrative Support

Critical Thinking

Knowledge base contributor

Service Accounts

Work History

Field Service Analyst Senior Dec 2023 – April 2024

Ovation Workplace Solutions – Field operations onsite HCL and Caterpillar

Customer service advocate for end users, PC refresh, field operations IT for Caterpillar on-site using the Service Now ticketing system.

Assessed operation performance to identify area for improvement.

Created and managed operational databases to store. track and maintain incoming hardware.

Field Service Analyst Senior April 2023 – Dec 2023

CompuCom

Field operations IT for Echo Park locations in San Antonio, IT work for other stores like 7-11, Target, Ulta Beauty, Lowes, and Home Depot.

Lexmark certified repair and re-programming a large range of printers.

Cisco certified server for repair.

HPE server certified for repair

Field Service Analyst Senior Jan 2022– Jan 2023

NTT Data Services

Customer service advocate for end users.

PC refresh, PC reimages missing the company standard image.

Create and manage operation databases to store, track and maintain a large list of hardware coming on-site.

Troubleshooting and repair of most hardware including Dell laptops, desktops, tablets, pointer pens and HP printers.

Field Service Associate May 2021– Nov 2021

University Of Texas Health Science Center (UTHSCA)

Walking users through a series of steps to determine the problem and then implementing a likely solution.

Responding to customer inquiries and providing technical assistance over the phone and in person.

Image new and repaired PC’s, troubleshoot issues either in the office or out in the field.

Installs and maps printers using either the hostname or IP address. Can also manage the print servers.

Uses Active Directory to troubleshoot users accounts and regain access to their accounts.

Installed, configured, and maintained laptops, desktops and network system connections.

Help end users with data migration and other transfer issues.

Field Service Associate April 2017– April 2021

NTT DATA Formerly Dell Services for Caterpillar and Texdot

Review technical documentation to complete equipment maintenance and repair

Texas Dept. of Transportation or TxDOT

Establish a positive customer relationship by providing cost effective solutions.

Tested systems, taking notes on issues and completing preventive maintenance.

Provides technical support and training to new employees on their desktops, laptops, tablets and cell phones. MFA and corporate security included.

Education

Associate of computer science Completed course work in Jun 2017

St. Philips College – San Antonio Tx

2016 Alamo Colleges for Comp TIA A+ and Network+ Training class completion.

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