Technical Support Customer Service
Resume:
Results-driven IT professional with hands-on experience in system installation, configuration, and technical support. Proven track record of delivering high-quality solutions, achieving 100% customer satisfaction, and improving operational efficiency. Skilled in troubleshooting, problem-solving, and customer service, with a strong foundation in hardware, software, and networking systems. Seeking an entry-level IT technician role to leverage technical expertise and passion for innovation, with a focus on driving organizational success and growth.
Technical Expertise: Proficient in installing, configuring, and maintaining computer systems, hardware, and software, with expertise in troubleshooting and resolving complex technical issues.
Problem-Solving and Critical Thinking: Proven ability to analyse and resolve technical problems efficiently, with strong critical thinking skills to identify root causes and develop effective solutions.
Customer Service and Support: Excellent customer service skills, with experience in providing timely and effective technical support to clients, ensuring high customer satisfaction rates.
Network and System Administration: Skilled in managing and maintaining network systems, including network monitoring, operations management, and end-user support, with expertise in ensuring system security and integrity.
Adaptability and Continuous Learning: Ability to adapt to new technologies and systems, with a strong commitment to ongoing learning and professional development, staying up-to-date with industry trends and best practices.
Federal Student Aid (FSA) Customer Service Representative I Nov 2024 – Present
FH Cann and Associates – Remote
Customer Service Excellence: Provided high-quality customer service to clients, resolving issues and answering questions in a timely and professional manner.
Call Management: Managed a high volume of inbound calls, handling detailed customer inquiries and providing solutions to meet their needs.
Data Entry and Management: Accurately entered sensitive customer information into databases, ensuring data integrity and confidentiality.
Technical Support: Utilized online tools and systems to research and resolve customer issues, providing technical support and guidance as needed.
Payment Processing and Account Management: Assisted customers with setting up payment arrangements, budget billing, and online account access.
IT Field Installation Technician (Contract) July 2024 – Aug 2024
Sedona Technologies – San Antonio, TX
System Installation and Configuration: Conducted installations and configurations of hardware, software, and networking systems for the Kyndryl/State Farm AERO 50 project.
Troubleshooting and Technical Support: Provided rapid-response troubleshooting for network connectivity issues, resolving complex incidents in real-time.
Customer Satisfaction: Delivered consistent, high-quality technical support, achieving 100% customer satisfaction through timely resolution of service requests.
Project Management: Spearheaded 50+ successful installations across a tight deadline, achieving zero post-installation issues and improving system reliability.
Collaboration and Teamwork: Worked closely with project managers and teams to ensure seamless integration across multiple sites.
PC Refresh Deployment Technician (Contract) Feb 2024 – May 2024
Computer Aid Inc. – San Antonio, TX
System Deployment: Deployed and configured over 100 new computer systems for end-users, streamlining productivity across multiple departments.
Process Optimization: Reduced deployment time through optimized workflows, ensuring assets were operational faster and with fewer post-install adjustments.
Documentation and Compliance: Coordinated with IT teams to ensure compliance with installation guidelines and documented all imaging and deployment processes.
Technical Support: Provided technical support and guidance to end-users, ensuring smooth system operation and resolving issues promptly.
Efficiency Improvement: Cut deployment time by 25% through refined setup procedures, enhancing operational efficiency and system readiness.
RAYMOND A. LOPEZ
RL
CONTACT
**********@*****.***
6702 Oak Lake Dr., San Antonio TX 78244
https://www.linkedin.com/in/raymond-a-lopez-132596205
SKILLS
System Installation
Configuration Management
Technical Support
Troubleshooting
Problem-Solving
Customer Service
Hardware Maintenance
Software Support
Network Administration
Cybersecurity
System Upgrades
Data Migration
Cloud Computing
Operating System Management
Network Troubleshooting
User Support
System Documentation
Inventory Management
Backup and Recovery
Technical Training
Associate of Occupational Science in Computer Network Management, Centura College, Virginia Beach, VA 2009-2011
Computer User Support Specialist Training, ACI Learning San Antonio, TX (April 2023)
High School Diploma Sidney Lanier High School, San Antonio, TX 1984-1988
REFERENCES
Available upon request.
EDUCATION
Service Desk Technician (Contract) Jan 2024 – Feb 2024
Excell (a Division of CompuCom Systems) – Remote
Technical Support: Provided remote technical support for First Energy Electric Services, diagnosing and resolving complex technical issues related to hardware, software, and network access.
Escalation Management: Managed escalations and coordinated with field technicians to maintain service continuity, reducing downtime for remote employees.
Process Development: Developed and documented SOPs for IT support processes, enhancing response times and reducing escalations.
Customer Satisfaction: Maintained a 98% first-contact resolution rate, contributing to improved team performance and high customer satisfaction scores.
Troubleshooting and Resolution: Utilized technical expertise to diagnose and resolve complex technical issues, providing timely and effective solutions.
IT Field Installation Technician (Contract) Jun 2023 – Aug 2023
Sedona Technologies – San Antonio, TX
System Installation: Oversaw the installation and configuration of computer systems and network equipment for the Kyndryl/State Farm AERO 49 project.
Troubleshooting and Support: Troubleshot network issues and ensured full connectivity of desktops and peripherals, providing on-site support for end-users.
Project Management: Worked closely with project managers to adhere to timelines and meet key milestones.
Technical Support: Provided technical support and guidance to end-users, ensuring smooth system operation and resolving issues promptly.
Quality Assurance: Delivered 100% connectivity for all workstations deployed, contributing to the project's timely completion and customer satisfaction.
Automotive Locksmith / Key Technician Jul 2016 – Jul 2022
Dent Wizard International – San Antonio, TX
Key Production and Programming: Produced and programmed duplicate keys and transponders for foreign and domestic vehicles, maintaining high standards of accuracy and efficiency.
Technical Support: Provided help desk and remote troubleshooting support for special-order OEM smart keys and fob programming.
Collaboration and Teamwork: Collaborated with internal teams and clients to meet service needs, consistently exceeding monthly targets.
Process Improvement: Improved operational efficiency by 15%, cutting down on service time through process enhancements and technical support initiatives.
Customer Service: Provided excellent customer service, ensuring client satisfaction and building strong relationships.
Freelance IT Technician 2010 – Present
Freelance IT Support – San Antonio, TX
Designed and Implemented Customized IT Solutions: Built and maintained bespoke desktop systems for diverse clients, ensuring seamless integration and optimal performance.
Expert Operating System Installation and Configuration: Installed and configured various operating systems (Windows, Linux) and hardware components, tailoring solutions to meet specific client requirements.
Proactive Technical Support and Maintenance: Provided ongoing technical assistance to personal and business clients, ensuring systems remained secure, up-to-date, and fully functional through proactive maintenance and troubleshooting.
I.T. Hub Installation Technician (Contract) Aug 2023 – Sep 2023
eXcell, A Division of CompuCom Systems – San Antonio, TX
Deployed and Configured IT Equipment: Unboxed and set up IT equipment, ensuring proper installation and functionality.
Imaged and Loaded Operating Systems: Successfully imaged and loaded operating systems on workstations, enabling efficient deployment.
Ensured Quality Assurance: Completed checkout processes, verifying that all systems met quality standards.
Computer User Support Specialist – (Training Internship) Jan 2023 – Apr 2023
ACI Learning – San Antonio, TX
Supported Windows OS: Installed and supported Windows OS, including command line and client support, while troubleshooting devices and resolving network issues.
Ensured Network Security: Secured wired and wireless local networks, detecting and addressing potential compromises and vulnerabilities.
Applied Penetration Testing Concepts: Applied knowledge of penetration testing and vulnerability scanning concepts to identify and mitigate potential security threats.
Warehouse Unloader Dec 2015 – Apr 2016
Crossroads Services Group LLC - San Antonio, TX
Operated Warehouse Equipment: Safely operated stand-up and sit-down forklifts, slip sheets, clamp trucks, and electric pallet jacks to unload warehouse trucks.
Managed Freight: Broke down, separated, and re-palletized freight, ensuring accurate and efficient handling of materials.
Maintained Warehouse Organization: Contributed to a well-organized warehouse environment, adhering to safety protocols and procedures.
Records Center Specialist Jun 2015 – Dec 2015
Iron Mountain - San Antonio, TX
Maintained Physical Assets: Managed and processed physical assets stored in the warehouse, ensuring accurate inventory control and efficient order fulfillment.
Processed Orders: Processed incoming and outgoing orders, scanning carton barcodes and locations, and resolving any discrepancies or issues.
Collaborated with Team Members: Worked collaboratively with team members to enable success, sharing knowledge and expertise to achieve common goals.
Warehouse Associate Mar 2014 – May 2014
Adecco USA Inc - San Antonio, TX
Selected and Organized Inventory: Selected finished parts and sheet metal, organizing them in a categorized and neat manner onto racks, and securing them with twine rope and shrink wrap.
Operated Forklift: Safely operated sit-down propane forklifts to move finished and ready-to-ship racks and parts onto flatbed trucks or loading areas.
Maintained Warehouse Cleanliness: Contributed to a clean and organized warehouse environment, adhering to safety protocols and procedures.
Pet Products/Warehouse Associate Dec 2013 – Feb 2014
Pet Smart - San Antonio, TX
Received and Stocked Merchandise: Received and stocked merchandise, including unpacking cartons, pallets, or crates, and pricing merchandise.
Maintained Store Displays: Set up advertising signs and displays, ensuring attractive and well-maintained store environments.
Provided Customer Service: Assisted customers, retrieved shopping carts, and transported packaged merchandise to customers' vehicles.
Warehouse Personnel/Forklift Operator May 2012 – Feb 2013
Guardian Building Products Distribution, Inc - San Antonio, TX
Operated Forklift: Safely operated forklifts to load and unload trailers, pull/pick orders, and stock and stage roofing materials.
Maintained Warehouse Organization: Contributed to a well-organized warehouse environment, adhering to safety protocols and procedures.
Assisted with Customer Orders: Assisted with customer orders, including will-call and custom orders.
Mixer/Machine Operator/Lead Coordinator Jul 2007 – Dec 2008
Sterling Foods, Inc - San Antonio, TX
Led Production Teams: Supervised up to six lines of production with 2-6 crew members per line, ensuring efficient production processes and reporting to management regularly.
Mixed and Coordinated Production: Mixed baked goods from scratch daily for production/manufacturing, while coordinating with team members to meet production goals and deadlines.
Warehouse Personnel/Forklift Operator Dec 2006 – Jun 2007
D. S. Anthony & Sons, Inc - San Antonio, TX
Operated Forklifts and Managed Inventory: Safely operated forklifts to load/unload trailers, pick/pull orders, and maintain accurate inventory levels.
Prepared Finished Products: Prepared finished machined parts for shipping by grinding, sanding, and deburring them, ensuring high-quality products.
Warehouse Personnel/Forklift Operator May 2006 – Nov 2006
AFG Glass - San Antonio, TX
Managed Warehouse Operations: Operated forklifts to load/unload trailers, pick/pull orders, and maintain a clean and organized warehouse environment.
Ensured Accurate Shipping and Receiving: Ensured accurate shipping and receiving of materials, while maintaining precise inventory records.
Mixer/Machine Operator Feb 2003 – May 2006
Hill Country Bakery - San Antonio, TX
Mixed Ingredients and Operated Equipment: Mixed ingredients for baked goods and operated machinery, ensuring efficient production processes.
Handled Materials and Selected Orders: Handled materials, selected orders, and operated forklifts to load/unload trailers, supporting warehouse operations.
Warehouse Personnel/Forklift Operator May 2002 – Feb 2003
KCI Kinetic Concepts, Inc - San Antonio, TX
Operated Forklifts and Managed Inventory: Safely operated forklifts to load/unload trailers, pick/pull orders, and maintain accurate inventory levels.
Maintained Warehouse Cleanliness: Ensured a clean and organized warehouse environment, adhering to safety protocols and procedures.
Order Selector/Machine Operator/Warehouse Personnel/Forklift Operator Apr 1999 – Mar 2001
Miller Curtain Co - San Antonio, TX
Selected and Picked Orders: Selected and picked orders using forklifts and cherry pickers, ensuring efficient order fulfillment.
Managed Shipping and Receiving: Managed shipping and receiving processes, ensuring accurate and timely delivery of products.
ITIL 4 Foundation (In Progress)
CompTIA A+ (In Progress)
CompTIA Network+ (In Progress)
CompTIA Security+ (In Progress)
Operating Systems: Windows 7/10/11, Linux
Networking: TCP/IP, LAN/WAN, VPN, Wi-Fi, Network Security
Hardware: Workstations, Printers, Network Devices
Software: Microsoft Office Suite, Service Now, Active Directory
Troubleshooting Tools: Remote Desktop, Imaging Tools, Antivirus, Malware Removal
Warehousing and Logistics
Forklift Operations: Experienced sit-down forklift driver, gas and electric
Warehouse Management: Inventory management, order picking, packaging, and shipping
Material Handling: Proficient in operating pallet jacks and other warehouse equipment
Data Entry: Proficient in data entry software and applications
Internet Browsers: Experienced with Internet Explorer, Firefox, and other browsers
PC Repair: Skilled in PC repair and maintenance
Windows Server: Experienced with Windows Server 2003 and other server operating systems
MS Office: Proficient in MS Office 2003/2007 and other productivity software
Network Configuration: Experienced in implementing and configuring WLAN/LAN networks
Certified in Industrial Equipment: Proficient in operating and maintaining various industrial equipment
Leadership Experience: Experienced as a lead person (0-6 months)
Commercial Driving: Proficient in commercial driving and transportation operations
Spanish: Fluent
English: Proficient
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