Angel Limon
IT Customer Service
Santa Ana,CA
Summary
IT Technician with 16 years of experience. Troubleshoot computer hardware and software issues in customer-focused environments. Possess comprehensive knowledge of Windows, and Mac operating systems, networking protocols, and technical support procedures. Adept in identifying and resolving complex technical problems. To secure and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, and problem-solving skills.
Overview
16
16
years of professional experience
2
2
years of post-secondary education
2
2
Languages: English, Spanish
Work History
IT Customer Service
Mirion Technologies Inc.
Irvine, CA
01.2017 - 10.2022
- Supported 30+ calls daily: configured/troubleshot products on operating systems: Windows, Mac, iOS, and Android via email, phone, and remote support
- Demo use of products to enterprise customers (live video and recording for 20+ attendees.
- Developed training programs, manuals, and knowledge bases for website and technical support. (Separate for internal employees and external customers.)
- Oversaw team of 5 for preventative maintenance of customer products by running remote monitoring reports. (99% of calls resolved without escalation above me.)
- Reduced call center wait time from 15 minutes to 2 minutes
- Assisted level 1 help desk (configured hardware, devices, and software to set up workstations for employees.)
- Exceeded positive customer survey feedback out of 16 employees (2017 to 2022).
- Customers provided feedback on survey and contacted my direct manager, Chief of Operations, HR, or CEO to provide feedback unbeknownst to me.
- HR received multiple customer requests to mail gift to me at call center.
IT Customer Service
HGST Inc
Irvine, CA
09.2013 - 11.2016
- Supported 50+ calls daily: configured/troubleshot HGST, G-Technology, and Western Digital products on operating systems: Windows, Mac OS, iOS, and Android via email, phone, social media, and remote support
- Managed HGST RMA Discrepancies for North America Region (Terrorist watch list.)
- Demo G-Technology products to Latin American Distributors/resellers
- Call Center Wait time improved from 2 minutes to 30 seconds
- Highest-rated Customer Survey feedback out of 33 employees while employed for HGST Inc., Western Digital Company
- (99% of calls resolved without escalation)
- Demo new G-Technology products to authorized HGST South America Distributors & Resellers (live video and recording for 20+ individuals)
- Excellent positive customer survey feedback from team of 33 employees. (Including Western Digital employees.)
Advice IT Repair Technician
Best Buy Geek Squad
Costa Mesa, TX
08.2007 - 01.2012
- Initial in-store contact with clients ran basic tests to determine product needs and service solutions
- Ran diagnostics and repaired various Mac and Windows-based operating systems from malicious infections and data corruption
- Reduced in-store repair queue from 48 hours reduced to under 24 hours
- Highest-rated customer feedback out of 15 Geek Squad employees from 2008 to 2012
- Top Geek Squad Salesmen for Precinct 119 (2009 & 2010) with Average Dollar Sale of $375 per hour out of 15 employees
- (food gifted outside of company policy.)
- Top 5 Best Geek Squad Squad Precinct in North West in 2009 & 2010 (out of 535 Best Buy Stores/Geek Squad Precincts).
Education
Associate of Science - IT— Computer Network Systems
ITT Technical Institute
Anaheim, CA 05.2005 - 05.2007
Skills
Software: ServiceNow, Salesforce, Jira, Microsoft Dynamic 365 (CRM), SAP, RingCentral, Microsoft Office 365 (Outlook, Word, Excel), Microsoft Teams, Microsoft OS: Windows XP to Windows 11 troubleshooting, Mac OS: 106 to11 troubleshooting, iOS troubleshooting, Android troubleshooting, App troubleshooting, Data Recovery, Backup, cloud backup, optimization, TeamViewer, firewalls
Timeline
IT Customer Service
Mirion Technologies Inc.
01.2017 - 10.2022
IT Customer Service
HGST Inc
09.2013 - 11.2016
Advice IT Repair Technician
Best Buy Geek Squad
08.2007 - 01.2012
Associate of Science - IT— Computer Network Systems
ITT Technical Institute
05.2005 - 05.2007