Customer Service Team Member

Felipe Martin

619-***-**** • **********@*****.***

OBJECTIVE

To become an indispensable team member and provide the best customer service available.

SUMMARY OF COMPETENCIES

Networking/Hardware/Services: Cisco routers/switches, patch panels, cable splicing and termination, UniFi Access Points, UPSs. All Dell computers, NUCs, HP, Kyocera and Lexmark printers

Operating Systems/Applications: MS Server 2003, 2008, 2012, 2016, 2019, 2022, Microsoft Exchange 2007, Windows 7, 10, Apple iOS, Android, Acronis Backup, Visio, Microsoft Office, Microsoft Office 365, Office 365 Admin Center, Citrix Web Interface, Mitel phone systems, Spiceworks, Zendesk and Ivanti ticketing systems, ConnectWise, SiteKiosk (Local Government), SaaS application (Tyler Incode and Tyler EnerGov), TeamViewer.

SUMMARY OF QUALIFICATIONS

•Positive attitude and the ability to multitask. Excellent user support capabilities and interpersonal communication skills.

•Excellent problem-solving skills

PROFESSIONAL EXPERIENCE

November 2023 – Current

Eastridge Workforce Solutions - Contractor for San Diego County – Providing part-time technical services as needed

Eastridge Workforce Solutions - Contractor for Sharp Healthcare - Systems Analyst Tier 3

San Diego County

•Member of a team of 15+ technicians that rolled out an upgrade to Sharp’s healthcare software (EPIC), to a large network that consisted of 20K+ clients and 30K+ network devices

•Provided end user data migration / installation assistance on EPIC, software support for Office 365, OneDrive and Outlook email

•Configured VPN connectivity for remote users and used remote desktop tools to provide support to offsite users

•Provided emergency IT response and support services as needed

•Utilized Ivanti Service Desk ticketing system with integrated asset management

•Used SharePoint as our team’s primary communication tool to assist us in providing excellent customer service

November 2022 – November 2023 One year Temp Employee Information Technology Tech I City of Imperial Beach - Imperial Beach, CA

September 2021 – November 2022 Helpdesk Technician (City of Imperial Beach – Contractor)

Robert Half Technology - San Diego, CA

Prioritized and scheduled technician workflow. Assisted the users with the installation and configuration of their Dell and MS desktops/laptops/tablets, peripheral equipment, and software within the established City of Imperial Beach standards.

•Performed systems and administration services: set up new, updated existing, and removed account credentials from multiple systems based on the new hire, transfer, and separation requests.

•Provide support for mobile devices such as iPhones, Tablet devices (MS Surface, Ipad and their associated applications.

•In support of our Helpdesk services provided I answered phone calls to support users with computer, peripheral or other technical problems.

•Diagnose and assist with resolving software, hardware, and network-related issues both onsite and remotely.

•Coordinated major equipment and circuit repairs and upgrades; located vendors and arranged shipment of parts as needed, scheduled vendors to perform on-site repairs.

*Gap of Time: The Covid pandemic shutdown the hospitality industry

November 2016 – April 2020 Computer Technician

La Jolla Beach & Tennis Club San Diego, CA

•Performed systems and administration services such as creating user accounts, resetting passwords, troubleshooting application problems, and protecting data from computer viruses.

•Ensured that the desktop computers interconnect seamlessly with diverse systems such as file servers, application servers and email servers.

•Configured security on shared folders and hidden shared folders for specific users or user groups. Domain workstation setup and active directory user account setups and distribution groups to user profiles

•Updated drivers, workstation OS patches and anti-virus to PCs and mobile devices.

•Supported switches and routers, completed Cat 5/6 cabling installations and patched them into the patch panel

July 2012 – September 2015 IT Specialist I

The Grand Del Mar Resort - Del Mar, CA

•Provided exceptional customer service and built relationships with customers.

•Maintained and managed workstations, printers, scanners, and other equipment.

•Obtained a working knowledge of active directory, including resetting user passwords, organizational units and group policies, security groups, and distribution groups.

•Determined, identified, and troubleshot technical problems relating to software and hardware.

•Assisted in customer onboarding by serving as the technical point of contact.

•Investigated and resolved escalated support tickets with thorough troubleshooting.

EDUCATION:

2017 – Southwestern College Chula Vista, CA

CCNA Certificate program

Completed Course: Introduction to Networks

2008 -2010 – ITT Tech Technical Institute National City, CA

Completed Courses: Introduction to Personal Computers, Introduction to Programming, Network Standards and Protocols, MS Network Operating Systems, MS Desktop Operating Systems

REFERENCES AVAILABLE UPON REQUEST

Contact this candidate