Field Technician Resume CARROLLTON, TX - Hire IT People

SUMMARY

Bilingual Help Desk professional with over five years of experience providing software, hardware, client/server and networking technical support.
Proven success working in high - volume, on-call technical support role. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.
Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills and patience in dealing with frustrated users.

TECHNICAL SKILLS

Software: MS Office (Word, Excel, Outlook); Instant Messaging, VMware, HyperVisor, AD

Hardware: PCs, Laptops, Telephony Systems (VOIP), Printers, Routers, Modems

Networking: LAN & Cisco VPN/ Remote Connectivity (RDP), TCP/IP, DNS

Tracking Tools: Freshdesk, RemedyForce

Security: Webroot, Symantec, McAfee, AVG, ESET, TrendMicro, Kaspersky, Avast

Platforms: Macintosh, Windows, IOS, OSX, Android, Linux

PROFESSIONAL EXPERIENCE

Confidential — CARROLLTON, TX

Field Technician

Responsibilities:

Routinely exceed service level agreements, closing an average of 30 tickets daily (20% above quota) with a 95% first-call resolution ratio.
Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues.
Excelled in asking probing questions and researching, analyzing and rectifying problems.
Custom built asset-tagging documentation for in-field, warranty and incoming hardware.

Confidential — Dallas, TX

Manager Consultant

Responsibilities:

Provided mobile and media training, diagnosing and troubleshooting to an average of 30 unscheduled customers daily with over 99% satisfactory reviews.
Successfully completed quarterly cutting edge training courses to ensure subject matter expertise for upcoming product releases.
Maintained 24/7 support communication with customers and clients across the DFW metroplex with a 2 business day turnaround support for complex issues.

Confidential, MIAMI, FL

I.T. Technician

Responsibilities:

Frontline customer service expert with hands on manufacturer hardware and software support.
Managed online sales preparations and dispatch for nationwide clients.
Provided replacement and building Cisco servers, racks and systems security hardware (CCTV).