Technical Support Specialist

GILBERT A. ESTRADA III

Alhambra, CA *****

Technical Support Specialist/Customer Support Specialist

SUMMARY

Senior Technical Support Specialist with extensive experience providing PC system support and a reputation of excellence in troubleshooting, adaptability, and knowledge. Committed to resolving complex issues quickly with intelligent solutions and constantly working to develop an intuitive understanding of all supported systems, particularly in regard to integrating custom or unique applications. Excels in environments requiring teamwork, with a natural talent for communication, research, and training.

TECHNICAL SKILLS

O/S: Windows (up to 10, Server 2008), Apple OS X

Software: MS Remote Desktop, Citrix, Adobe Professional, MS Office, Outlook, Active Directory

CRM System: Pivotal eRelationship, Vantive, Alert, Remedy, Service Center, Salesforce

Hardware: PC workstations, NAS RAID devices, Inkjet and Laser Printers, Network switches

Other: Digital Cinema systems, Polished investigative skills, custom software support

PROFESSIONAL EXPERIENCE

GTN Technical Staffing / US Bank - Monterey Park, CA April 2023 - June 2023

White Glove Support Technician - Contract

●Assisted with migration of 100+ employees from Union Bank to US Bank

●Set up new US Bank laptops for migrating employees

●Configured systems to use VPN to connect to the proper networks

●Completed software updates as needed

●Performed troubleshooting of hardware, software, and network issues

●Assisted with deployment of several dozen monitors and docking stations

●Deployed multiple printers and worked with US Bank technicians to ensure network connectivity

●Managed assets in secure storage, including inventory updates

GTN Technical Staffing / Cedars-Sinai – Los Angeles, CA August 2022 – January 2023

L2 Desktop Support Tech - Contract

●Assisted with Hardware deployments

●Completed software updates

●Imaging systems for deployment

●Handled tickets in ServiceNow

●Execute Service Delivery (Installation, Moved, Changes, Break/fix, Desk side support)

●Perform troubleshooting, parts replacements, and system upgrades

●Working knowledge of meeting SLA (Service Level Agreements)

●Inventory and Asset Management

●Moved projects for Cedars when one project ended - contract ended due to budget cuts

●Diagnosis and resolves product performance problem

Robert Half Inc – Duarte, California May 2022 – June 2022

Technical and engineering contract provider

Field Service Technician – Los Angeles County elections, June 2022

●Provided on-site technical support to election centers

●Set up and verified functionality of voter verification devices (pollbooks)

●Monitored conditions of both poll equipment and general status of election center

●Performed maintenance of ballot marking devices and pollbooks

●Utilized designated chain-of-custody processes to ensure system integrity

Infinite Computer Solutions – Duarte, California June 2021 – April 2022

Computer support and engineering contractor

Windows 10 upgrade project - City of Hope

●Assisted with updating City of Hope computer systems to Windows 10

●Managed physical inventory of desktop and laptop systems

●Performed imaging of both new and old systems to use designated system images

●Analyzed systems to determine suitability for updating

●Performed updates of eligible systems in person and via remote access

●Physically exchanged and configured systems ineligible for updating

●Configured accounts in Active Directory to provide proper system access for users and computers

●Provided client technical support on an ad-hoc basis assisting the Helpdesk and Desktop Engineering departments

●Used ServiceNow to document issues and manage tickets.

RING PLANET/Preferred Long Distance - Encino, California April 2021-May 2021

Reseller of AT&T phone services, particularly phone-in-a-box (PIB) wireless access devices

Customer Onboarding Agent – Ring Planet

●Proactive contact to customers who have received Ring Planet hardware

●Walkthrough setting up PIB devices over the phone for customers with little or no technical experience

●Managing high volume of outbound contacts and incoming customer calls for assistance

PHYN, LLC - Torrance, California April 2018-August 2020

Creator of innovative solutions in water conservation and home protection.

Customer Support Agent

Senior support representative for Phyn’s products and services.

●Provided support via multiple channels for customers and installers.

●Logged call data in Salesforce for analysis of both current and historical trends.

●Collaborated directly with engineering, design, and software teams to research issues

●Conducted testing of devices and software to verify solutions as well as new features.

●Entered customer information and managed contacts via ServiceNow

DIGITAL INSIGHT - Westlake Village, California July 2014 - Nov 2017

Provider of world-class banking innovations for an increasingly connected world, specializing in personalized service and profitability.

Service and Support Analyst

Primary contact for partners requiring detailed assistance with service offerings or additional support for their own customers.

●Managing inbound calls, emails, and internet chat support requests from clients and internal customers.

●Updating and creating knowledgebase articles to improve the capability of the entire organization.

●Capturing support contacts in careful detail for future analysis.

●Assisting in training of new employees.

●Providing basic PC troubleshooting for simple issues internally, reducing the need for lengthy IT service calls.

TECHNICOLOR, INC. - Burbank, California 2005 – 2013

Worldwide technology leader in media and entertainment, providing advanced solutions for content creation, post-production, and distribution.

Senior Technician/Systems Expert - Advanced Technical Support Center (ATSC) (2008 – 2013)

Top level of escalation for issues with Screenvision’s digital cinema advertising system. Expert in the management of the SkyArc distribution network and custom software used by the Screenvision system.

●Investigated and resolved complex technical issues involving hardware and software in the field.

●Coordinated the integration of new client POS and scheduling systems with the Screenvision system.

●Provided assistance to junior technicians via phone, email, and instant messaging.

●Supported field service engineers with hardware and software installation and maintenance.

●Created training materials for internal use as well as directly educating new field service engineers.

●Tested and documented new hardware and software before field implementation.

●Advised the networking and development groups in the creation of new tools and processes.

●Maintained around-the-clock on-call support availability for client and system emergencies.

●Supervised ATSC and NOC during large-scale maintenance and update cycles.

Technical Support Specialist - Network Operations Center (NOC) (2005 – 2008)

Primary support group for the Screenvision advertising system as well as the Technicolor Digital Cinema rollout.

●Developed new support procedures and processes which improved NOC productivity by 75%.

●Hands-on and remotely supported hardware including servers, routers, and digital projectors.

●Configured server and player units for new installations.

●Tested and repaired failed devices to maximize system availability.

●Utilized Microsoft Remote Desktop for software installation and maintenance of devices in the field.

●Managed content distribution to multiple locations from a central database.

●Updated databases both for client information and system data, ensuring system stability.

●Managed basic logistics for hardware replacements and returns.

THE WALT DISNEY COMPANY - Glendale, California 2004 – 2005

Globally renowned creator/provider of family entertainment through multiple media including motion pictures, television, Internet, print, and computer software, as well as several world famous amusement parks.

Global Customer Service Support Helpdesk (GCSC) (2004 – 2005)

The GCSC provides first contact support to Disney employees in all divisions of the corporation.

●Ensured corporate productivity remained high by responding quickly to client calls.

●Utilized Citrix Remote Desktop and SMS to remotely resolve issues.

●Supported corporate security by managing network accounts though DRA and Microsoft Active Directory.

●Provided assistance for Exchange email accounts, including recovering archived data if necessary.

●Resolved account and printer problems on AS/400 systems through a Rumba interface.

●Determined if an issue required further escalation and routed to the proper support groups.

●Assisted future problem resolution by logging all calls into the ServiceCenter tracking system.

EARTHLINK, INC. - Pasadena, California 2000 – 2004

Major Internet service provider known for award-winning customer service and support.

Installation Services – TRON Representative (2002 – 2004)

TRON (Ticketing Response Operation Network) primarily deals with Broadband DSL and Satellite issues requiring vendor collaboration and advanced troubleshooting techniques.

●Increased overall responsiveness and decreased resolution time by providing assistance to other groups.

●Coordinated support with vendor partners such as SBC, Verizon, Covad, and BellSouth to resolve problems.

●Remotely accessed DSL Redback servers to rebuild or reprovision customer circuits.

●Improved resolution time via concise updates to customers, vendors, and internal colleagues.

Senior Technical Support Representative (2000-2002)

Responsible for resolving advanced technical issues for customers using Earthlink products including dialup, broadband (DSL, satellite, cable), ISDN, and wireless access.

●Increased broadband support capacity by 33% by training over 200 technical support representatives.

●Improved quality of support by creating materials and coordinating training for all technicians.

●Represented Technical Support group in procedure and product rollout meetings.

●Supported Executive Escalations group in assisting VIP customers and corporate executives.

●Mentored team members and performed as SME/master technician for call center.

Education - Schurr High School, Montebello, CA - graduated 1992

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