Customer Service Technician

Eric Garza Tech Support / Information Technology Professional 8322 Stansbury Street, Spring Valley, CA 91977 – C: 619-***-**** - H: 619-***-**** email: *********@*****.*** CORE STRENGTHS & QUALIFICATIONS

IT strategy experience in Network Administration and Technical Support with a proven track record of success.

Exceptionally advanced computer knowledge with an ability to manage complex disciplines and circumstances; provides competence under pressure in highly complicated situations.

Well-developed organizational skills; identifies work plans, considers priorities, forecasts problems, and envisions solutions; follows up efficiently.

Generates positive impression while interacting with and supporting customers, as well as cultivating a secure corporate impact to ensure project success.

Exceptional knowledge and experience with Microsoft Windows operating systems, Windows N.T. 4.0, Server 2003, Exchange Server, Active Directory, TCP/IP, VPN, VM-ware, Linux. UNIX, Microsoft Word, Excel, PowerPoint, Access, Outlook, and Visio.

Clear and convincing oral communications skills.

PROFESSIONAL SUMMARY

Hands on visionary with advanced technical expertise. Strong skill set in managing, analyzing, and implementing complex technical procedures; extensive knowledge in networking, administration, analysis, engineering, and troubleshooting. Successfully meets the challenge of remaining current with new and developing technology.

Demonstrated skills in general management, client relations, training, and communication in a cutting-edge environment; demonstrated leadership with customers and consistent quality in the technical development of colleagues; confident in abilities and committed to performance excellence providing stability and growth in computing environments. Proven leader demonstrating progressive responsibility with successful systems integration experience in:

Software Development Project Management Architecture / IT Strategy

Content Management Systems & Process Improvement Team Building & Leadership

KEY SKILLS & AREAS OF EXPERIENCE

RELATIONSHIP BUILDING: Dedicated, innovative and self-motivated team player/builder.

PERSONNEL MANAGEMENT: Maintains personnel operations on a daily basis; focused on meeting tight deadlines in a technical environment.

EDUCATION & CAREER DEVELOPMENT Coleman University, San Diego, CA 2009

Certificate in Computer Networking Foundation College, San Diego, CA 2005 10 week course in Computer Hardware

Eric Garza – page 2

CAREER EXPERIENCE

Mitchell1 – San Diego, CA September 2011 - January 2012

Technical Support Agent (Contract)

Provide software support to customers who are upgrading to a new version of DVD-based software.

Provide installation assistance and registration codes only.

Took inbound calls from customers, set new passwords to remotely going into their computers and fixed their issues; utilized CRM to document and create helpdesk tickets.

Demonstrated the ability to calmly and politely provide customer service to customers with limited technical knowledge.

Made outbound proactive calls to customers as well as received inbound calls.

Documented all inquiries in an Access / Excel database.

Escalated issues outside of the positions scope to other Technical Support or Customer Service groups.

American Airlines – San Diego, CA June 2011 - July 2011

Technician (Contract)

Technicians assisted with an American Airlines refresh (new PC’s and printers) at the San Diego Airport.

Sarcom – San Diego, CA April 2011 - June 2011 Voip Technician (Contract)

Managing VoIP network backbone, servers, and applications to include router/switch/gateway configurations and IP traffic management.

Perform basic troubleshooting/resolution of VoIP customer tickets to include:

Call Routing/Quality

TCP/IP, SIP, SS7, and UDP protocols

In-bound/Out-bound call processing

Debug PSTN and PBX issues in analog, ISDN and T1CAS environments.

Router and Circuit problems.

Care Fusion – San Diego, CA April 2011 Field Tech (Contract)

Worked with and around medical products under the direct supervision of a client Representative performing tests on medical pump Devices via laptop.

Un-boxing and labeling of devices.

Perform verification tests of equipment.

Entry of test results into proprietary program on laptop computer.

San Diego Center for Children – San Diego, CA March 2011 IT (Contract)

Three week assignment at The San Diego Center for Children working in the IT department performing upgrades on computers, replacing hard drives, and doing inventory.

Provided basic networking, Windows XP troubleshooting, basic PC equipment repair.

Demonstrated the ability to interact with customers while showing respect, courtesy and professionalism.

Provided support and general PC/Windows support for internal users.

NetTech Consultants, Inc. – Jacksonville, FL / San Diego, CA May 2010 - November 2010 Install Technician

Contracted install technician in the life cycle of the all Bank of America computers and networks.

Perform authorization of technical documentation and perform reviews on design, data manipulation utilizing creative problem solving skills.

Projects include building custom applications that follow an existing business process and converting existing data into new/existing hardware.

Strong influence with the architecture of new applications and writing up the specifications if need be.

Assist other programmers with issues and provide advanced techniques to solve complex problems.

Optimize existing reports and applications when performing maintenance.

Target Stores – San Diego, CA Jan. 2008 - May 2010 Trailer / Unloader

Directly responsible for the off-load process of early morning freight from the trailer to the sales floor.

Maximized profitability through superior customer service, effective and prompt communication and follow-up on all pending matters with the customer; maintained 100% customer satisfaction.

MC Communications, Inc. – Chula Vista, CA Feb. 2007 - Nov. 2007 Cable TV Installer

Responsible for the expert installation of Cable TV and Phone services to Cox Cable subscribers in the San Diego area.

MILITARY EXPERIENCE

United States Army, Medical Specialist (E4) 1983 - 1986

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