Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

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, TX
01.2010

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

Similar Profiles

CREATE PROFILE
Alonzo Trejo