Technical Support It

Albert Szeto

Chandler, Arizona ***** 602-***-**** *****.******@*****.***

SKILLS & CAPABILITIES:

Experience with Jira, Assyst, Service Now, and Samanage ticketing systems.

Strong IT background, including Microsoft products (2K Server, R Client, SQL Server, Office Suite).

Skilled in computer maintenance assembly and troubleshooting.

Proficient in networking protocols such as TCP/IP, NetBios, HTTP, and IPX/SPX.

Experience with App Manager and AppDynamics monitoring applications.

Proficient in ITSM (IT Service Management) and Data Analysis and Reporting.

PROFESSIONAL EXPERIENCE

Phoenix Children’s Hospital; Phoenix, Arizona

Endpoint operations

January 2021 -Present

Spearhead relationships between IT and multiple customer constituencies, including consumers, providers, clinical staff, administrators, and employees across PCH.

Establish and manage communication channels between business, IT, and stakeholders for efficient operation and well-managed systems.

Create comprehensive project plans, identifying key issues, approaches, performance metrics, and required resources for IT initiatives.

Collaborate with IT support teams to develop and deliver best practices for preventative maintenance, configuration, and operation of computer systems.

Plan and execute successful deployments of various technologies, including software, hardware, and networking solutions, decreasing downtime for end-users.

Develop and implement standardized documentation on several platforms.

Plan, document, and execute system upgrade projects and communicate project statuses to stakeholders through weekly meetings.

IBM; Phoenix, Arizona

System Services Representative

March 2019 – January 2021

Installed, maintained, and repaired IBM and multi-vendor systems, components, hardware, networking products, software, and operating systems.

Coordinated hardware and software support for clients, ensuring high client satisfaction with service delivery and technical support.

Developed and implemented an updated configuration process that reduced implementation time by 20%, resulting in increased client satisfaction ratings by an average of 15%.

Managed system-level problems, conducted installation planning, and provided account management.

Collaborated with cross-functional teams to streamline troubleshooting and resolve technical issues.

COGNIZANT SOLUTIONS; (formally SWISS POST SOLUTIONS); Phoenix, Arizona

Data Center Operator, Wyndham Hotel Group

April 2015-Aug 2018

Utilized enterprise-level monitoring tools and interface with other business units to assist with alerts and incidents.

Monitored critical systems, documented incidents, and facilitated their resolution.

Conducted physical walkthroughs of the data center to inspect server systems.

Assisted in tracking and maintaining various projects and programs.

Provided system performance reports to system administrators and monitored remote problems, resolving technical issues for clients.

Coordinated daily Bridge Calls with cross-functional teams, resulting in a 30% decrease in average resolution time for critical incidents.

Coordinated the receipt and processing of over 500 new Data Center hardware shipments, ensuring that all items were properly inventoried and accounted for.

Generated weekly system performance reports for system administrators, providing detailed insights into the health and stability of the overall system efficiency.

Collaborated with cross-functional teams to develop and implement a comprehensive remote monitoring system.

Monitored progress and ensured timely completion of 10+ projects, utilizing project management software and techniques to increase efficiency.

ASURION; Phoenix, Arizona

Premier Solutions Support Technician

September 2013-July 2014

Resolved customer issues per day while maintaining a friendly and professional demeanor, resulting in a reduction of call wait times by 20%.

Utilized knowledge-based systems and tools to deliver technical support solutions.

Assisted customers with device setup and device education.

Provided logical troubleshooting to resolve operational issues.

E-INSTRUCTION; Scottsdale, Arizona

Technical Support Representative

May 2008-August 2008

Answered incoming calls and emails promptly, reducing response times by over 20%.

Resolved an average of 50 technical issues per day, ensuring customer satisfaction rates remained consistently above 90%.

Scope of support included Bluetooth connections on various operating systems and diagnosing hardware issues down to the component level.

AMERICAN EXPRESS.; Phoenix, Arizona

Help Desk

January 2005-April 2005

Responded to an average of 50 incoming calls and emails per day with a response time of under 2 minutes.

Collaborated with cross-functional teams to streamline troubleshooting and resolve technical issues.

Scope of support included Win 98 - Win XP, printer set-up, mainframe, and wireless connectivity.

2WIRE; Phoenix, Arizona

Inbound Technical Support Representative

September 2004-December 2004

Utilized active listening techniques to identify and resolve technical issues for over 500 customers per month, resulting in a 20% decrease in call escalations.

Implemented personalized customer support strategies in DSL resulting in a 20% reduction in call wait times and a 10% increase in overall customer satisfaction scores.

Provided services such as 2Wire DSL modems set-up on various Windows and Macintosh operating systems and troubleshooting DSL connections.

EDUCATION AND CERTIFICATIONS

High-tech Institute

Associate of Science in Computer Networking and Information Technology; 2004

AXELOS Global Best Practice

ITIL V3 Certification; 2016

Project Management Institute

PMP #3459941

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