Summary
Overview
Work History
Education
Skills
Timeline
Generic

Juan Obregon

Field Service Engineer
San Francisco,CA

Summary

An accomplished Field service Engineer with seven years of experience assisting clients, business requirements and creating technical solutions applicable to diverse industries. Possess 15+ years of extensive Field Service and in-house and Field experience in technical services, troubleshooting systems. Proven ability to effectively manage teams and communicate with colleagues, clients and leadership. Excellent communicator, with emphasis on building strong client relationships and consistently solving problems, rarely escalate issues. Superior interpersonal skills; work with collaboratively team members to manage projects. A dynamic leader that is willing to travel to local and remote areas to service customers.

Overview

14
14
years of professional experience
3
3
years of post-secondary education
1
1
Language

Work History

Independent Contractor/Field Engineer

Advantage Enterprise
S. San Francisco, Bay Area, Greater, CA
01.2012 - Current
  • Responsible for resolving customer affecting technical issues in a timely fashion in order to maintain customer satisfaction
  • Perform installs, troubleshooting and maintain extensive variety of products and equipment
  • Identify, analyze, and repair product
  • Provide on-site support for deployment and security remediation functions
  • Gather analyze, and report end-user support trends
  • Analysis, testing and modification of computer hardware systems and software based on consultations with users and system design specifications
  • Updating registry values, installing/configuring/updating computer operating systems
  • Utilizing remote management to diagnose/modify update computer programs/software and computer systems
  • Provide desktop, application and network application incident resolution
  • Manage user installation and relocations requests
  • Asset Inventory Support
  • Conduct physical inventory of assets
  • Conduct scheduled and random electronic inventories
  • Assist in receiving and receipting property
  • Transfer of property to other organizations
  • Process computer equipment for excess and disposition
  • Disposal Preparation Support
  • Ensure disposal policies and procedures are employed
  • Ensure every device is wiped/degaussed prior to site removal
  • Encryption Services
  • Administer and manage encryption tools application server
  • Ensure laptops are properly encrypted
  • Encrypt laptops discovered without encryption
  • Provide password recovery for encrypted device
  • Video Conferencing and Audio/Video O&M
  • Troubleshoot system problems and repairs
  • Work with support staff for remote troubleshooting and repairs
  • Assist in setting up presentation devices and Video Conference units
  • Set up, ensure functionality, be available during events and shut down video conferences
  • Local On-Site Cabling
  • Restart wiring closet cabling electronics including switches or other network devices
  • Replace defective cabling electronics and simple replacement of defective cabling electronics and components such as switch blades
  • Wireless Services
  • Assist users with mobile communication devices (mobile phones, broadband cards, Windows tablets,Apple and laptops) with incident support tickets
  • Provide Tier 2 support in the field which includes hardware troubleshooting and OS re-install,
  • Ensure IT services are rendered/tested for telework users using VPN and CITRIX services
  • Support pre/post application releases
  • Account Management Services
  • Hardware Incident Resolution
  • Identify and resolve hardware incidents and service requests of a consumable part, Responsible for In-house Technical support for Morrison & Foerster of their fleet of 200+ onsite Printers
  • Provide full service of break fix, Configuring, upgrading and resolving all client technical issues expeditiously and professionally
  • I Deal with all HP printers and fax machines on site
  • Other duties include:
  • Performing travel to various client locations sites and deliver onsite support.
  • Track all tasks and time entries daily in company and client CRM
  • Currently Based in Client site to monitor Printer/copier fleet coming tickets and provide break fix and or update
  • Maintain up-to-date documentation of customer systems and internal processes Then Escalate issues to senior support staff when appropriate
  • Engage in learning new technologies and applications by getting certified with new Printers and copiers clients purchase and Research technical issues and follow troubleshooting methodology for resolution
  • Plan, prepare, and strategize to resolve reported issues prior to client appointments
  • Provide excellent communication to internal team and directly to client throughout the service delivery process and keep them informed of progress, impending changes, agreed outages, etc
  • Travel to the office for pre-scheduled meetings, equipment pickups/drop-offs, etc
  • Radiant System/NCR.

Field Service Technician

S. San Francisco, Bay Area, Greater, CA
10.2007 - 11.2011
  • Provided first-level remote technical support in-house and performed out-going calls throughout the entire Northern Bay Area (San Francisco, CA) to service hundreds of customers averaging six calls per day on an ongoing basis
  • Responsible for product-installation, in-service, upgrades, troubleshooting, inventory management, and was also responsible for service and prompt-calls completion with accordance to policies and procedures
  • Configuration Included:
  • Troubleshoot networks, PC’s, Kiosk, POS, Scanner, Printers, Tablets
  • Identified customer product deficiencies and took appropriate action to correct project on time
  • Deployment management of the preventive maintenance methods, (which dramatically decreases escalated issues)
  • Responsible for 30% of escalated issues and maintained communication with customer and technical team
  • Maintained assigned company property and kept updated manuals and bulletins in accordance with company policies and procedures.

Education

AA - Computer related, General Studies

City College of San Francisco, John Adams High School
01.2001 - 01.2004

Skills

Systemsundefined

Timeline

Independent Contractor/Field Engineer

Advantage Enterprise
01.2012 - Current

Field Service Technician

10.2007 - 11.2011

AA - Computer related, General Studies

City College of San Francisco, John Adams High School
01.2001 - 01.2004

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Juan ObregonField Service Engineer