Charles Garcia
Hamtramck,MI
Summary
Zestful and motivated IT /Customer support professional with strong analytical and problem-solving capabilities coupled with an outstanding aptitude to generate above and beyond what is expected in addition to 10+ years of experience seeking a new position.
Overview
10
10
years of professional experience
Work History
Help Desk Technician
STRATEGIC SOLUTIONS SERVICES
08.2021 - Current
- Provides help-desk support for internal users; applying diagnostic techniques to identify common problems, investigate causes and recommend solutions
- Respond to and diagnose routine problems through discussions with end-users
- Help users gain access to software and replace hardware
- Reviews IT trouble tickets and service requests; analyzes, draws conclusions, and provides recommendations that strive for continuous improvement of customer service
- Respond to and process inbound calls, emails and make outgoing
Senior Advisor / Mentor
KELLY CONNECT
12.2019 - 02.2022
- Respond to and diagnose routine problems through with end-users
- Troubleshoot technical issues related to computer/tablet/cell phone applications according to established department policies and protocols
- Acquires, maintains, and expands knowledge of relevant product offerings, current support policies, and methods of support delivery to provide technically accurate solutions; ensures security procedures are implemented and enforced
- Mentor to new T2 advisors/supervisors
- Interact with customers to provide information and to process inquiries about products and services
T2 Remote Services Technician/Team Support
SUPPORT.COM
08.2014 - 06.2020
- Collaborate with third-party vendors and directly with clients for installation and support
- Responsible for the remote installation and servicing of a company’s products for the customers
- Troubleshoot technical issues related to computer/tablet/cell phone/cable tv and VOIP applications according to established department policies and protocols
- Assist with email concerns(ex)
- Resetting passwords and creating accounts
- Help team as Team Support with calls and QA scores
- Interact with customers to provide information and to process inquiries about accounts, products and services
- Maintain customer confidentiality
- Provide timely feedback to company regarding service failures or customer concerns
Education
Human Resource Management -
BAKER COLLEGE
Deconstruction/Construction Abatement License -
DETROITERS WORKING FOR ENVIRONMENTAL JUSTICE
01.2012
Digital Telecommunications -
CAREERWORKS
01.2001
Skills
- Telecommunications
- Customer Service
- Written/Verbal Communication
- POS Systems
- Time Management
- Problem Solving
- Creativity
- Leadership
- Human Resource Management
- Windows 7, 8, 10 & 11 Operating Systems
- MS Office Suites 2013, 2016, O365 & 2019
- MS Servers 2012 (SP2) &2016
- MS Active Directory and Exchange (Outlook)(Cloud) MS Azure (WVD) and Ms Endpoint (Intune-cell)
- AS400 Mainframe
- Virtual (Cloud) VMWare- VDH VDI VDA
- Network Connectivity- Cisco AnyConnect& Zscaler LAN & WiFi
- Remote Access- MS Assistance/ Desktop, LogMeIn, Bomgar
- Citrix Authentication- OKTA, CyberArk, Beyond Trust, SailPoint(SSO & MFA)
- Ticketing- Cherwell, ZenDesk, JIRA, Service Now, Genesys
- Nasco & NCompass
- Remote System Analysis
- Issue Resolution
- Software Updates
- Application support
- Ticket management
- Operating systems knowledge
- Remote Support
- Software Installation
- Technical Documentation
- Help Desk Software
- IT Documentation
- Support Ticket System Management
- Technical Support
- Complaint resolution
- Staff education and training
- Issue Troubleshooting
- TCP/IP
- Call Center Operations
- LAN/WAN
- User credential management
- Mac systems
- User Support
- Software Upgrades
- Employee Computer Support
- Friendly and Patient
- Active Listening
Personal Information
Title: Help Desk Technician
Timeline
Help Desk Technician
STRATEGIC SOLUTIONS SERVICES
08.2021 - Current
Senior Advisor / Mentor
KELLY CONNECT
12.2019 - 02.2022
T2 Remote Services Technician/Team Support
SUPPORT.COM
08.2014 - 06.2020
Human Resource Management -
BAKER COLLEGE
Deconstruction/Construction Abatement License -
DETROITERS WORKING FOR ENVIRONMENTAL JUSTICE
Digital Telecommunications -
CAREERWORKS
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