Qualified Advanced Technical Support Specialist with 10 years of helpdesk and customer service experience. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues. Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Expert SNOW and REMEDY user. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Hi, I’m
Christian Osborne
Vallejo,CA
Summary
Overview
11
years of professional experience
1
Certification
Work History
Robert Half Technology
Technical Support Specialist III
11.2021 - Current
Job overview
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Enhanced team productivity by streamlining troubleshooting processes for faster issue resolution.
- Reduced response time with effective communication skills, ensuring customers received prompt assistance.
- Developed comprehensive knowledge of company''s products and services to provide accurate solutions to client inquiries.
- Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
- Assisted in the development of internal knowledge base articles to expedite issue resolution for both peers and customers.
- Conducted regular system maintenance tasks, ensuring optimal performance and minimizing downtime for endusers.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.
- Identified opportunities for process optimization within the technical support department, leading to increased effectiveness and efficiency.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Walked individuals through basic troubleshooting tasks.
- Tracked computer equipment, peripherals and network servers via master documentation in Excel.
- Configured hardware and granted system permissions to new employees.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Offered assistance in implementing and developing training programs.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Pacific Gas & Electric Company
Sr. IT CS Support Analyst
12.2020 - 11.2021
Job overview
- Planned and conceived computer systems using information engineering, data modeling and structured analysis.
- Resolved malfunctions with systems and programs through troubleshooting.
- Developed flowcharts and diagrams to describe and lay out logical operational steps.
- Boosted information sharing by enhancing interfaces between computer systems.
- Applied knowledge of data modeling and statistical analysis to note trends and draw conclusions.
- Determined hardware and network system issues using effective troubleshooting techniques.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Submitted service tickets for equipment maintenance requests.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Provided on-call support for critical network issues related to epoc and SNOW.
- Configured hardware, devices and software to set up work stations for employees.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
Kaiser Permanente
Sr. PC Desktop Support
08.2018 - 07.2021
Job overview
- Ensured network, system and data availability and integrity through preventative maintenance and upgrades.
- Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
- Handled service requests, including initial troubleshooting and escalation.
- Implemented security policies and distributed updates to end users.
- Installed, configured and patched user hardware and software.
- Advocated for end-users to perform testing and problem analysis for server, desktop and IT infrastructure work.
- Monitored network performance and provided network performance statistical reports for both real-time and historical measurements.
- Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff.
- Managed firewall, network monitoring and server monitoring both on- and off-site.
- Recommended network security standards to management.
- Consistently met deadlines and requirements for all production work orders.
- Diagnosed and troubleshooted UNIX and Windows processing problems and applied solutions to increase company efficiency.
- Installed improvements and adjusted parameters to optimize functionality.
Kaiser Permanente
Sr IT Consultant
08.2018 - 08.2020
Job overview
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Provided on-call support for critical issues.
- Assessed client's profiles and aligned them with the best possible products and services to meet their needs.
- Diagnosed system hardware and software problems using advanced root-cause analysis.
- Monitored system logs for all company computers and devices to maximize uptime.
- Troubleshot and maintained all networking devices and infrastructure across the enterprise including switches, routers and firewalls.
- Reviewed logs for all networking devices for unresolved abnormalities and problems.
- Implemented and maintained firewalls, series switches and security appliances.
- Documented all server and network problems and other unusual events in detail.
- Communicated with vendors to resolve network outages and periods of reduced performance.
- Upgraded and expanded network systems and their components.
- Evaluated and responded to incoming sales leads and requests for technical support assistance.
Target
CUSTOMER SERVICE IT NETWORK ANALYST
05.2017 - 08.2017
Job overview
- IT security best practices.
- And Twitter integration Large computer networks.
- Image processing.
- Linux.
- Hardware support and troubleshooting.
- Technical specifications reading.
- Supportive personality.
- Performed root cause analysis to diagnose system faults.
- Trained junior members of IT team regarding network security and troubleshooting of data circuits.
- Linked computers to the network and to peripheral equipment, including printers and scanners.
- Answered calls and emails at the company's help desk, assisting employees and customers with troubleshooting computer issues.
- Backed up company data on a regular basis, which proved effective in successfully recovering critical information after a malware attack.
- Used diagnostic tools to identify hardware failures and replace components that were not functioning.
- Used diagnostic tools to identify hardware failures and replace components that were not functioning.
- Installed new servers as part of a company upgrade that was completed within days.
- Provided continued maintenance and development of bug fixes and patch sets for existing web applications.
- Established compatibility with third party software products by developing program for modification and integration.
- Developed and implemented complex Internet and Intranet applications on multiple platforms.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Observed system functioning and entered commands to test different areas of operations.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Configured new employee work stations, including all hardware, software and peripheral devices.
- Updated software versions with patches and new installations to close security loopholes and protect users, Compile and accurately enter electronic data.
- Use ticketing systems to manage and process actions taken.
- Build and provide basic end-user troubleshooting and desktop support on Windows, and Linux systems.
- Managed call flow and responded to technical support needs of customers.
- Evaluated and responded to incoming sales leads and requests for technical support assistance.
- Installed software, modified and repaired hardware and resolved technical issues.
- Provided base level IT support to non-technical personnel within the business.
- Resolved customer issues in a clear, courteous and straightforward manner.
- Resolved problems with malfunctioning products.
- Followed up with clients to ensure optimal customer satisfaction.
- Conducted research to address customer concerns.
- Remained up-to-date on the latest technologies and solutions applicable to company products.
- Researched, troubleshot and resolved complex problems.
- Advanced computer proficiency (both PC and Mac).
Sam's Club - MEMBERSHIP SERVICES/ IT HELP CALL DESK
03.2013 - 05.2015
Job overview
- Met and exceeded company sales and productivity goals for.
- Resolved customer issues in a clear, courteous and straightforward manner.
- Demonstrated professionalism and courtesy with customers at all times.
- Identified and solved technical issues with a variety of diagnostic tools.
- Provided base level IT support to non-technical personnel within the business.
- Directed customers to store locations.
- Received customer payments.
- Described products and services in detail.
- Monitored areas for security issues and safety hazards.
- Assisted customers in selecting items based on needs.
- Created attractive displays to promote items.
- Processed customer returns.
- Completed purchases using Point of Sale systems.
- Trained new cashiers on procedures, customer service and sales techniques.
- Assisted on sales floor as needed to maintain service standards.
- Answered a constant flow of customer calls with up to 5-10 calls in queue per minute.
- Defused volatile customer situations calmly and courteously.
- Gathered and verified all required customer information for tracking purposes.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Resolved service, pricing and technical problems for customers by asking clear and specific questions.
- Prepared reports and communication for senior management and clients.
Education
Pepperdine UniversityMalibu, CA
MBA from Digital Innovation / Data Information Systems
05.2026
University Overview
University of Texas At TylerTyler, TX
Bachelor of Applied Arts And Science from Business Occupations
05.2025
University Overview
Argosy UniversityTempe, Arizona
Bachelor of Science from Information Technology
08.2018
University Overview
ITT Technical InstituteConcord, Ca
Associate of Applied Science
09.2016
University Overview
Skills
- Microsoft Exchange 2013 Windows
- Server2008 Windows 7
- Active Directory
- Knowledgeable in Mac systems Skilled
- In HTML, HTTP and IP Adobe and
- Adobe Flash proficiency Expert in
- Disaster recovery
- Proficient in Norton Antivirus software
- 10-key data entry 65 WPM
- Typing speed
- Java system proficient
- Word processing
- 10-key, HTTP, Programming, WAN
- Active Directory, Image processing, Programming, Web applications
- Adobe, Information Technology, Fast, Web application development
- Streamline, IP, Learner, Word processing
- Articulate, Java, Reading
- Basic, JavaScript, Real-time
- Call center, Linux, Research
- Citrix, Mac, Routers
- Hardware, Mac OS, Safety
- Network Systems, Managing, Sales
- Computer networks, Access, Scanners
- Computer Applications, Microsoft Exchange, Securities
- Clients, Windows 7, Servers
- Client, Windows, Switches
- Customer satisfaction, Works, TCP/IP
- Customer Service, Enterprise, Team player
Accomplishments
Accomplishments
- Worked closely with team members to meet or exceed all customerservice requirements.
- Reviewed technical documentation andprocedures.
- Set up PC and Apple desktops and laptops and all types of mobiledevices.
- Used ticketing systems to manage and process actions taken.
- Built and provided basic end-user troubleshooting and desktopsupport on Windows, Linux and Mac systems.
- Provided on-call support for critical issues.
- Assessed client's profiles and aligned them with the best possibleproducts and services to meet their needs.
- Diagnosed system hardware and software problems usingadvanced root-cause analysis.
- Monitored system logs for all comTreasury Wine Estates - IT TECHNICAL SUPPORT DESK ANALYST Lvl IIINapa, CA03/2016 - 06/2016Provide base level IT support to non-technical personnel within thebusiness.
- Manage call flow and responded to technical supportneeds of customers.
- Demonstrate professionalism and courtesy withcustomers at all times.
- Identify and solved technical issues with avariety of diagnostic tools.
- Follow up with clients to ensure optimal customer satisfaction.
- Research, troubleshoot and resolve complex problemsindependently.
- Work closely with team members to meet or exceed all customerservice requirements.
- Compile and accurately enter electronic data.
- Use ticketing systems to manage and process actions taken.
Certification
- Certified Information System Security Professional
- Microsoft Certified Professional (MCP)
- ServiceNow Certifications independently.
Timeline
Technical Support Specialist III
Robert Half Technology
11.2021 - Current
Sr. IT CS Support Analyst
Pacific Gas & Electric Company
12.2020 - 11.2021
Sr IT Consultant
Kaiser Permanente
08.2018 - 08.2020
Sr. PC Desktop Support
Kaiser Permanente
08.2018 - 07.2021
CUSTOMER SERVICE IT NETWORK ANALYST
Target
05.2017 - 08.2017
Sam's Club - MEMBERSHIP SERVICES/ IT HELP CALL DESK
03.2013 - 05.2015
Pepperdine University
MBA from Digital Innovation / Data Information Systems
University of Texas At Tyler
Bachelor of Applied Arts And Science from Business Occupations
Argosy University
Bachelor of Science from Information Technology
ITT Technical Institute
Associate of Applied Science
- Certified Information System Security Professional
- Microsoft Certified Professional (MCP)
- ServiceNow Certifications independently.
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