ALFONSO UNATE

Provide technical support for end-user computing systems, ensuring smooth operation of devices and applications across Pavilion L (OMC) and Pavilions D/E, I, J, and K at Denver Health. Assist workforce with troubleshooting and resolving technical issues, maintaining high levels of customer service. Collaborate with team members to enhance user experience and system efficiency.

• Built and repair Dell, Alienware, IBM/Lenovo computers and printers according to schedule.
• Manage my own personal queue on a daily basis to accept work orders, primary liasion between Dell and end users.
• Document and close tickets on a daily basis.
• Installed over 1,000 motherboards, processors and graphics cards.
• Configured computers to network drivers and connected to printers and other peripheral equipment.
• Documented repair processes and helped streamline procedures for future technical support actions.
• Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
• Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
• Disassembled computer systems to troubleshoot and resolve hardware issues.
• Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
• Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.

• Disassembled computer systems to troubleshoot and resolve hardware issues.
• Advised customers and users on required maintenance practices for diverse software systems to support OEM warranty requirements and industry best practices.
• Identified hardware issues caused by component failures using approved diagnostic tools.

• Responded to 50+ individual tickets every week to provide end-user support on PC's and software related issues.
• Updated and reconfigured existing and new computers with current software and operating systems.
• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.