Customer Service Technician

Robert Ramirez

Location: Pomona, CA

Cell # 562-***-****

Interview Availability: 24 hours’ notice

EXPERIENCE WITH TOP SKILLS REQUIRED:

Over 10+ years of experience as Systems Administrator, Desktop Technician and Field Service Technician

Used ticketing system, ServiceNow, to monitor IT tickets.

Able to demonstrate exceptional customer service and communication skills both verbal and written.

Utilized remote desktop connection to troubleshoot workstation issues.

Performed software installations remotely, utilized SCCM to manage software installation, and installed and provided support for various AutoCAD applications.

Oversaw 3 offices in Southern CA, overseeing 700 internal employees, and providing onsite technical support remotely, through email and via phone.

Deployed new desktops, laptops, tablets, and mobile devices to end users.

Created new user profiles, using Exchange Server and Active Directory.

Experienced in Installing and configuring hardware and software.

Provide support for other peripheral equipment such as printers, scanners, and copiers.

Work with vendors to help troubleshoot and resolve vendor supported applications.

SKILLS

Remote desktop support, hardware, end-users, switches, IT Troubleshooting, and customer service

Experienced as a Field Service Technician

MS Office Support, O365, MS Windows, SCCM, ServiceNow, Access Point

Dameware, Active Directory, CompTIA Certified

Exchange Server, Servers Hardware, AutoCAD, Microsoft Teams, Bomgar, cabling, deployment,

Mobile Devices/Tablets (Apple/iPad/Android), Cisco routers, switches

CERTIFICATION

A+ Certified

Computer Career Connection, West Covina, CA.

Computer Upgrade Network Specialist - successfully completed all coursework requirements in Outlook, Word, Excel, and Publisher & PowerPoint - specialized training included computer upgrades in hardware and software installations.

PROFESSIONAL WORK EXPERIENCE

Netfor Inc

Field & Remote Service Technician Feb.2024 – March 2025

Remote and Field Services

Unboxed and set up New POS

Backed up old POS to install on new POS

Remotely configure UPS POS Stations, Back Office or Business Stations

Install Pin Pads used for payment with the use of credit cards

Replaced Solid State drive

Reimaged back office PC

Reimaged business workstation

Configured laptop to wireless network

Apex Systems, Whittier, CA Dec. 2023 – Jan. 2024

Hardware Repair Technician

Repair Electronic Ballot Voting Computers for the County of Los Angeles.

Familiar with ticketing system Jira.

Strong troubleshooting skill to identify and resolve hardware issues.

Conducted new computer builds daily. Identified problems on problematic computers.

Clark Pacific, Adelanto, CA Oct. 2018 – May 2023

Technical Rep/Desktop Support

Overseeing 700 employees, and providing onsite technical support remotely, through email and via phone.

Deployed new desktops, laptops, tablets, and mobile devices to end users.

Created new user profiles, using Exchange Server and Active Directory.

Installing and configuring hardware and software.

Performs maintenance and repair services

Used ticketing system, ServiceNow, to monitor IT tickets.

Worked with MS Office Suite, Windows 10, and O365.

Provide support for other peripheral equipment such as printers, scanners, and copiers.

Work with vendors to help troubleshoot and resolve vendor supported applications.

Move mainframe from the Fontana Office to Adelanto Office.

Work closely with the infrastructure team on network and server issues.

IBM / at AECOM, Orange, CA Aug. 2016 – Sept. 2018

IT Support

Provided IT support for over 500 internal end users.

Monitored ServiceNow ticketing system.

Provided support via phone, email, on-site, and remote log-in on desktops/laptops, and on hardware/software products.

Utilized SCCM to manage software installation.

Configured network printers, plotters, and other peripherals to workstations.

Utilized Active Directory functionalities to add users to groups or reset passwords.

CompuCom / at AECOM, Los Angeles, CA June 2014 - May 2016

Desktop Support

Provided level II support for end users remotely for the U.S. and parts of Canada.

Utilized remote desktop connection to troubleshoot workstation issues.

Performed software installations remotely, utilized SCCM to manage software installation, and installed and provided support for various AutoCAD applications.

Utilized various Active Director functionalities to manage user’s accounts.

Created clear and concise technical documentation for use in the ticket system knowledge base.

EDUCATION

El Rancho High School Pico Rivera, California

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