Customer Service Desktop Support

Dennis A. Tanglao

Antioch, Ca. ***** 650-***-**** ********@*****.*** www.linkedin.com/in/dennis-tanglao-b690907

PROFESSIONAL SUMMARY - Customer-focused Desktop Support Technician with more than years of success in a variety of computer operating systems applications and hardware. Analytical and adept at resolving complex network issues. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards. Dedicated employee known

for punctuality, pursuing employment options where good customer service and a positive attitude will make a difference.

SKILLS - Windows 10, Microsoft Office 365,2013, 2010, Company Name Apps, MAC OSX, PC hardware application, Microsoft Teams, Computer Skills, SCCM, Active Directory, Team Management & working collaboratively.

EXPERIENCE

Diebold Nixdorf - Jan. 16, 2024 - Present

IappsData as contractor supporting ( Diebold Nixdorf ) Field Technician - Sept. 4, 2023 - Jan.15, 2024

Prioritizing and planning service calls in order to ensure a high level of customer service and meet service level agreements.

Contacting the customer with the estimated time of arrival.

Escalating problems and reassigning calls when appropriate.

Reviewing call history.

Accurately reporting service data.

Interacting in a professional manner with customers to foster positive relationships.

Performing some minor maintenance on ATMs (e.g., replacing light bulbs, card reader belts, air filters, etc.).

Performing basic installation functions (e.g., pulling cables, mounting devices, installing Mas-Hamilton locks).

Performing technical fixes such as clearing paper jams, card jams, bill jams, etc.

Following key/alarm/combination control processes in assigned area of responsibility.

Supporting service technicians in performing preventative maintenance inspections on conventional products.

Maintaining effective communication with Service Technician team members, your business team and management.

Developing working knowledge of all operating standards, practices, and procedures.

Independent Contractor - OWS - June 2023-Sept. 2023 - Decommission Project for First Republic Bank

Performing basic installation functions (e.g., pulling cables, mounting devices, installing and disconnecting cables and other peripherals.

Assisted with all tech gear for onsite and off-site conferences and setting up/disconnecting ( MS Surface Laptops, Ipads HP Desktop, printers, scanners, mobile hotspots, Cisco Phones)

April 2023 - May 2023 - Unemployment

Working as a contractor (Bay Area Tech Workers) as Field Service Technician – assigned to First Republic Bank San Francisco (Corporate Office & East Bay Walnut Creek ) – Sept. 2021 to Mar. 31, 2023 – Field Services

•Assist First Republic Bank’s Field Services Team – support about 1K end users in multiple locations based in San Francisco.

•Onboarding/Moves/Projects: Image computers for all incoming new hires. Work directly with hiring managers to obtain start dates and software installations. Organize and prioritize all individual and project moves. Assist with new floor/PBO buildouts. Participation in working offsite, overtime, and weekends.

•Image/Re-image 30+ desktops/Laptops for current and new hire users using PXE boot.

•Resolve local network connectivity ensuring workstation ports are live.

•Provide white glove service while installing/upgrading any software and hardware.

•General understanding of OS Win 10, Active Directory, SCCM, VPN, MS OfficeSuite, and remote access clients, printers, and other peripherals.

•Solid understanding of PCs, tablets, mobile phones, peripherals, and various operating systems including but not limited to Windows, Apple iOS, and Android.

•Travel to maintain equipment, connectivity, and installations at customer sites.

•Provides technical support through phone, email, and instant message to users in the areas of password resets, e-mail, directories, standard MS Windows desktop applications, smartphones, and network connectivity.

• Microsoft Office 365 troubleshooting

• Used Microsoft System Center Configuration Manager (SCCM) to install applications and remote into end-user systems

•Used Active Directory (AD) to manage permissions

• Used Service Now as the ticketing system to record and track hardware and software issues

•Connected audio and video equipment for conferences and provide in meeting support

•Assisted with all tech gear for onsite and off-site conferences

•Worked after hours and on weekend projects such as workstation relocation, office moves, reconfigurations, and IS testing

•Reported and escalated major incidents such as server connectivity issues and vendor system outages to support managers and incident management team for incident resolution and root cause analysis

•Provided user support and developed subject matter expertise for multiple applications: Microsoft Office Suite, desktops, laptops, telephone systems, Active Directory, Microsoft Exchange, and internal banking applications

July 2021 - Sept. 2021 - Unemployment

Technology Analyst - San Francisco, CA. - Invesco - June 2015 to June 2021

•Ensure the functionality of all the PC/MAC desktops

•Follow policies and standards as described in the corporate IT

•Complete all projects on or ahead of schedule

•Assist the Systems Administrator as needed

•Provide extensive printer support

•Direct and resolve local server issues when they arise

•Responded to requests for technical in person via phone and remotely for the following technologies: Windows and Mac OS-based end points (Laptop Desktops & Thin Clients) Tablets & Smartphones (IOS & Android) and Company Name Office.

•Always demonstrate and deliver excellent service to all clients.

•Complete software/hardware installs, upgrades, ad hoc project activity, moves, and rollouts as and when requested, to the satisfaction of all parties involved. Which include patching and first-line telephony responsibilities.

•Maintain a central library for the application that the infra CX group has responsibility for, including reference manuals, installation guides, etc. Which includes keeping our hardware inventories, application profiles, procedure database, and the technical knowledge Centre up to date and current.

•Work closely with the business support analyst to ensure all business-critical issues are escalated promptly, that service level agreement and escalation procedures are met within agreed deadlines, and future escalations are prevented.

•Ability to work under high pressure and demanding situations and fulfilling the requirements and concerns of traders, dealers, fund managers, etc., and remote support to clients.

•Provides second-level support on escalated issues from the helpdesk, ability to escalate problems to analysts, programmers, operations, or engineers when necessary, and assists with information gathering and problem-solving of escalated hardware and software support issues.

•Participates in projects to deploy new technology, such as PC upgrades, and special events, such as server room maintenance. These projects often take place on the weekends or after hours.

•Image computers, laptops, and desktops configure IP telephone and move and install printers.

•Performs asset tagging and hardware inventory maintenance, including the preparation of loaning of computer equipment. Connects to virtual meetings and supports virtual events as required and performs other duties and responsibilities as assigned.

•Experience with various models of desktops, laptops, iPad, iPhones, Macs, HP, and Xerox printers, installing and moving configuring computers and telephone hardware is preferred.

Desktop Technician - San Francisco, CA. – under Siemens assignment client Morgan Stanley - October 2008 to May 2015

•Manage incoming requests from the helpdesk; act quickly on new and assigned tickets and work in collaboration with other IT members or escalation parties to resolve employee technical issues while maintaining maximum customer satisfaction.

•Provide accurate, timely, highly-quality, customer-focused assistance and problem-resolution services in a professional manner that ensures the customer's business needs are met while adhering to corporate standards and meeting service level agreements.

•Help our internal users know how to best interact with and utilize technology, providing support as needed via face-to-face interaction, chat, email, and telephone. Help them to troubleshoot problems both in-person and through remote assistance software.

•Preparing workstation and desk for use in ongoing new hires setups and transfers - which may include moving technical hardware, cable management, furniture’s packaged personal items, etc.

•Provide support to banker analysts, and broker analysts from different divisions - PWM private wealth management, Fixed income FID, Prime Brokerage, Institutional equity division, equity research, IBD, and corporate services.

•Provide onsite support for about 200 clients for desktops, laptops, MACs, printers, desk phones, corporate phones, software, hardware, installation, and maintenance questions. Using remote support Bomgar, skype for business, and MS Teams.

•We provide support for client issues and requests - from Win10, Mac OS, corporate iPhone, MS office suite 365, MS Teams, Bloomberg, Thomson One, Fact set, MS office 2003, 2007, 2010 Citrix apps, Blackberry, Argus, and Market Data application. Etc.

•Provides second-level support on escalated issues from the help desk, ability to escalate problems to Analysts, Programmers, Operations or Engineers when necessary, and assist with information gathering and problem-solving of escalated hardware and software support issues.

•Performs asset tagging and hardware inventory maintenance, including the preparation of loaning of computer equipment, new hires, and termed employees.

Desktop Technician II - San Francisco, CA. - Providian Financial / Washington Mutual - Sept. 98 - Oct. 2008

•Real time ticket entry by utilizing, monitoring and managing our service desk system

•Ordering of computer supplies and keeping of inventory

•Provide second-level support on tickets escalated from the Service Desk staff regarding IT issues and requests including, but not limited to

•Desktop support responsibilities include operating system builds, fault diagnosis and management of open tickets within the call logging system

•Familiar with wiring/cabling standards

•Responsible for assisting on projects for other groups, such as Facilities, Network, Telecom

•Make recommendations for improvement in processes and procedures

•Performs other related duties as assigned by management

•Develops solutions to routine technical problems of limited scope. Work is closely supervised

•Work closely with project managers to gather and analyze attribute and process statistical data

•Networking (Patching, Testing & Support)

EDUCATION - Central Colleges of the Philippines - Bachelor’s Degree in Computer Science - 1990

SKILLS -

•Strong attention to detail, time management, and decision-making skills

•Ability to project professionalism over the phone through excellent phone etiquette

•Demonstrated ability to lead, motivate and develop a team that supports Executive level employees

•Ability to handle multiple tasks in a fast-paced environment while meeting expectations

•Mobile Device support knowledge (iPhone, iPad, Android, etc.)

•Good documentation skills

•The ability to coordinate and execute any moves, adds, and changes within the branch office

•Solid Microsoft Office skills (Word, Excel, Outlook Email and Calendaring, PowerPoint, Access, Skype for Business, MS Teams)

•Knowledgeable in the troubleshooting of both hardware and software in a Windows environment

•Ability to coordinate with other technical teams in the delivery of end-user services

Antioch, Ca. 94509 650-***-**** ********@*****.*** www.linkedin.com/in/dennis-tanglao-b69090

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