Alonzo Trejo
Garland,TX
Summary
Innovative Field Service Manager with dedication to continuous process improvements. Results-oriented with history of achieving solid success through exceptional attention to detail. Known for strong leadership and mentoring skills.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Field Service Manager
Softtek Integration Systems
01.2022 - Current
- Apply project management principles and methodologies in seeking solutions to project problems
- Supervise, coach, and train field service engineers, evaluating their performance and ensuring compliance with company standards and industry regulations.
- Maintain strong customer relationships, address complaints, and ensure timely and quality service delivery to enhance customer retention.
- Ensure adherence to safety regulations and industry standards within the field service team.
- Generate reports on service performance, resource utilization, and customer feedback to inform strategic decision-making.
- Manage daily activities of assigned customer support group.
- Manage time effectively to maximize important activities to be finished immediately while retaining smaller responsibilities in consideration.
- Effectively communicated wide range situations, from communicating information about everyday activities to discussing large-scale tasks involving numerous field service employees.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Gained strong leadership skills by managing projects from start to finish.
- Resolved problems, improved operations and provided exceptional service.
- Worked flexible hours across night, weekend, and holiday shifts.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Proved successful working within tight deadlines and a fast-paced environment.
- Reduced time to complete service calls and expertly retained key customers.
Regional IT Manager
CompuCom
07.2013 - 12.2021
- Responsible for day-to-day operations of a multi-state region
- Worked closely with technical operative team to align connectivity and support of client required systems.
- Practice excellent analytical problem-solving skills – ability to quickly identify problems and recommend cost effective solutions to minimize down time.
- Ensure customer satisfaction by weekly contact.
- Oversaw all aspects of IT programs and projects, including management of client support for over 30+ Lowes locations, client asset management, and IT project management.
- Managed a technical team of 10+ field techs including hiring, performance reviews, and goal setting.
- Managed Field Techs on over 20 major IT projects, including Operating System upgrades, VOIP/Phone System upgrades
- Point of contact for clients to determine network/software/PC/Telephony needs, assess requirements, and devise road maps and installations.
- Installed routers and switches, confirmed connectivity for Lowes locations /buildouts and supported and maintained.
- Setup and configured 50+ personal and network printers Managed over 50 LAN cabling projects including single cable runs to entire office buildouts.
- Managed Helpdesk and Desk-Side Operations, SLAs, and phone systems Supported O365 for Lowes region 5 Supported Mobile devices including iPhone, Android, and Blackberry.
- Responsible for performing service, repair and installation of computer products, including system hardware, switches, servers, software, printers and PCs.
- Diagnosed mechanical hardware, software and system failures using established procedures.
- Serviced desktops, laptops, servers, POS registers, printers, routers, switches, and other related hardware.
- Troubleshot end-point network issues from laptops, terminals, desktops, mobile phones, and other devices for users.
- Provided support to all users and 3rd party vendors to resolve email, network connectivity, slow computer, plus other problems through the ticketing system.
- Provided On-call support for projects and escalations.
- Performed cabling runs or repairs as required and cable management.
IT Technician
Texas Instruments
10.2012 - 06.2013
- Responsible for diagnosing, troubleshooting and resolving Microsoft windows 7 hardware and software problems.
- Installed and configured new PC hardware and software on desktops, laptops and peripherals such as phones, printers, external drives and other related hardware.
- Developed, documented and effectively communicated job processes, procedures and techniques.
- Provide remote user support for six locations plus other departments using AD, Azure, MS-365 and Google Admin for Workspace and Gmail.
- Supported Cisco VPN connections and setup Provided onsite external support for up to 500+ customers, traveled extensively to help resolve desktop issues, internet and network issues as well as server and MS Exchange problems.
- Support and troubleshoot, desktops, imaging, software installations and network connectivity issues.
- Worked with Windows XP/7/8/10 Microsoft operating system as well as SBS 2010/2012 including MS Exchange.
- Upgraded 100 Windows XP to Windows 7 desktops throughout Created Windows 7 image for Dell system 780, 790, 7040, 7050, and 9020 systems to another hard drive and installed and upgrades systems as well as coping user's profiles to upgraded computer.
- Used Remedy for helpdesk and ticketing systems Provided 1st and 2nd level phone support for customers resolving workstation issues for over 300 clients Installed Windows 7/8/10, load software on desktops to ship to customers.
Education
Network System Administration -
ITT Technical Institute
Dallas, TX01.2010
Skills
- Field Operations
- Remote Team Management
- Managing service operations
- Power BI
- Client Relationships
- Smartsheets
- DNS, DHCP, Active Directory
- Service Now
- Schedule Coordination
Certification
- A+ Certified
- Six Sigma White Belt Certificate
- Six Sigma Yellow Belt Certificate
- PDSS Agile Certificate
- PMP Fundamentals of Administration Certificate
- ITIL 4 Foundation Certificate
- Agile SSDP Scrum Fundamentals Certificate
Timeline
Field Service Manager
Softtek Integration Systems
01.2022 - Current
Regional IT Manager
CompuCom
07.2013 - 12.2021
IT Technician
Texas Instruments
10.2012 - 06.2013
Network System Administration -
ITT Technical Institute
- A+ Certified
- Six Sigma White Belt Certificate
- Six Sigma Yellow Belt Certificate
- PDSS Agile Certificate
- PMP Fundamentals of Administration Certificate
- ITIL 4 Foundation Certificate
- Agile SSDP Scrum Fundamentals Certificate
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