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Information Technology Technical Support
More than 16 years of experience in providing technical support, information technology, problem resolution, documentation, organizational collaboration, operations management and customer service
Well-versed in product assistance, root-cause analysis, problem escalation, project oversight and personnel assistance
Possess excellent strategic planning, organization, time management and decision-making skills
Strategically coordinate and collaborate with various professionals to maximize performance in facilitating goals and attaining operational excellence
Veteran, United States Army
Google, Corporate Technical Support Engineer 2016 Present
Expertly manage all organizational assets/inventory, conduct preventive maintenance for conference room and perform e-recycling; continually troubleshoot equipment to ensure that all conference room A/V equipment performs at highest levels and address any issues/problems surfaced by meeting attendees.
Skillfully support 70,000+ global users in dealing with concerns ranging from managing IT accessories to workstation optimization/repair; work closely with end-users to deliver corporate technology/hardware.
Consistently utilize workflow management, i.e. ticketing systems, to report/track individual work actions as well as progress of Service Level Specification.
Nihon Kohden 2012 -2016
Technical Support Specialist 2 (2015-2016)
Tasked to provide comprehensive computer assistance to end-users with MS Windows-based systems and collaborate with TSS1s/TSS3s as required to properly resolve problems.
Escalated technical problems to higher levels as necessary, followed-up on service requests and prepared detailed technical documentation such as bulletins and diagnostic paperwork.
Knowledgeably executed comprehensive root-cause analyses at client locations and ensured mutually-positive working relations with customer organizations.
Field Service Engineer (2013-2015)
Expertly installed/maintained medical equipment such as wireless telemetry systems, RF transponding technologies, WLANS and network infrastructures at various locations throughout United States.
Skillfully diagnosed/resolved customer technology problems and addressed recurring malfunctions.
Material Handler (2012-2013)
Diligently verified order documentation, pulled/prepared items for shipment and tracked packages.
Accurately processed, tagged and received inventory and expertly diagnosed/resolved shipping errors.
Efficiently entered all inventory and shipping data into computer and conducted monthly cycle counts.
Inspected all products, rejected damaged merchandise and relocated items to various storage areas.
United States Army, Computer and Detection Systems Repair Specialist 2001 - 2007
Expertly assessed equipment to determine usability, diagnosed faults using cutting-edge methodologies/technologies, executed comprehensive repairs and tested corrected systems to ensure operability.
California State University San Bernardino, Bachelor of Science - Computer Science, 2011, 3.3 GPA
Computer Business Certification, 2001
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