Customer Service Technical Support

EDUCATION

MILITARY EDUCATION

Basic Leader Course

2020

Combat Life Saver Course

2018

NODAL Network Systems Operator-Maintainer

2017

Christopher Paradela

[San Jose] 408-***-**** *****.*********@*****.***

SKILLS

Hardware Repair and Maintenance

Software Troubleshooting

Network Maintenance

Customer Issue Resolution

End-User Training

Client Support

Cross-Functional Collaboration

Team Environment

Project Coordination

Detailed Record-Keeping

Standard Operating Procedures

Regulatory Compliance

Process Improvement

Preventive Maintenance

Mail Processing Efficiency

Security Audits

Operational Safety

Microsoft Office Proficiency

Windows OS (7. 8, 10 & 11)

CORE COMPETENCIES

Technical Expertise: Proficient in hardware repair, software troubleshooting, and network maintenance, ensuring system reliability and minimal downtime.

Customer Service and Communication: Excellent communication skills with a strong track record of delivering customer support, conducting end-user training, and effectively managing client issues.

Collaboration and Operational Efficiency: Demonstrated ability to work collaboratively with cross-functional teams to develop high availability solutions, maintain detailed records, and implement process improvements for enhanced operational efficiency.

PROFILE SUMMARY

Seasoned IT professional with extensive experience in technical support, hardware repair, and network maintenance. Skilled in troubleshooting software and hardware issues, collaborating with cross-functional teams, and developing high availability solutions. Strong communicator with a track record of delivering excellent customer service and conducting effective end-user training. Proficient in maintaining detailed records, adhering to standard operating procedures, and ensuring security compliance. Dedicated to continuous improvement and operational efficiency.

De Anza College

2020 - 2023

PROFESSIONAL EXPERIENCE

On-site Technician

Hemmersbach Jan 2024 – Present

Conduct comprehensive hardware repairs and maintenance on a variety of devices including laptops, desktops, and peripherals, ensuring minimal downtime and maximum efficiency for end-users.

Diagnose and troubleshoot complex hardware and software issues, employing advanced problem-solving skills to provide effective solutions.

Collaborate with cross-functional teams to ensure compliance with service-level agreements (SLAs) and enhance overall service delivery.

Maintain meticulous records of service requests, repairs, and maintenance activities within the company’s ticketing system, ensuring accurate documentation and accountability.

Provide technical support and guidance to users, enhancing their understanding and effective use of technology, which leads to improved productivity.

Implement and adhere to best practices for hardware repair, ensuring the highest standards of quality and performance.

Data Entry Specialist (Freelance)

Various Companies, San Jose, CA Oct 2020 – Dec 2023

Provided data entry services for small businesses and temporary projects, ensuring accuracy and efficiency in data management.

Performed quality checks on entered data, ensuring adherence to company standards and minimizing errors in documentation.

Managed client databases, inputting data quickly and accurately, which contributed to maintaining up-to-date records and operational continuity.

Supported administrative functions, such as organizing digital files, and assisting with customer inquiries, contributing to overall office efficiency.

Student De Anza College, Cupertino, CA Nov 2020 – Oct 2023

Pursued coursework in College, enhancing knowledge and skills to support career advancement in the IT and networking fields.

Engaged in academic projects and group activities, demonstrating strong analytical, problem-solving, and teamwork abilities.

25N Nodal Network Operator-Maintainer

U.S. Army (Active Duty) Oct 2016 – Oct 2020

Delivered comprehensive IT support, troubleshooting daily desktop client issues for multiple departments and offices, ensuring minimal disruption to operations.

Communicated effectively with customers to keep them informed about issue resolution progress and provided updated estimated times of resolution.

Collaborated with development teams to design and integrate high availability solutions for mission-critical applications, enhancing system reliability.

Researched, documented, and escalated support cases to higher levels when issues could not be resolved with available resources, ensuring timely resolution.

Developed and implemented standardized procedures to streamline troubleshooting and maintenance processes.

Freelance Work Various Projects, San Francisco, CA Nov 2013 – Oct 2016

Worked on various freelance IT and technical support projects, honing skills in troubleshooting, network configuration, and system maintenance.

Provided ad-hoc IT support to small businesses and individual clients, ensuring smooth operations and minimal downtime.

Postal Support Employee

USPS Dec 2012 – Nov 2013

Ensured all mail had correct postage and packages and letters were in proper condition for mailing, maintaining high standards of mail processing.

Completed forms for address changes, theft or loss of mail, and special services like registered or priority mail, ensuring accurate record-keeping and customer satisfaction.

Sorted incoming and outgoing mail by type and destination using manual and electronic methods, increasing efficiency and accuracy in mail handling.

Operated electronic mail-sorting and scanning devices to streamline mail processing, improve operational efficiency, and reduce processing time.

Delivery Driver / Courier (Part-Time)

Various Companies, San Francisco, CA May 2011 – Nov 2012

Provided delivery services for multiple platforms, ensuring timely and accurate deliveries to customers in the San Francisco area.

Managed logistics for multiple deliveries, optimizing routes to ensure efficiency and customer satisfaction.

Maintained accurate records of deliveries, mileage, and expenses, ensuring proper documentation for reporting purposes.

Project Assistant

Google (via Randstad) Nov 2010 – Apr 2011

Collaborated effectively with team members to meet contract requirements and project goals, ensuring successful project outcomes.

Provided positive and courteous customer service, ensuring a high level of client satisfaction and positive team interactions.

Produced work according to pre-established priorities, contributing to the successful completion of unit projects.

Assisted in the coordination and management of project activities, ensuring tasks were completed on time and within scope.

Maintained accurate documentation and records for project tracking and reporting, ensuring transparency and accountability.

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