Curtis Austin
IT Support Technician
Hyattsville,MD
Summary
Senior Service Technician with over 30 years of experience. Trained and experienced in troubleshooting, repairing Material Handling Equipment, maintain and repairing office equipment such as copiers, printers, and other accessories. Received numerous vendor certifications, awards and recognition for the high-level service and customer support provided to the company’s clients.
Overview
34
34
years of professional experience
3
3
years of post-secondary education
4
4
Certifications
Work History
Maintenance Tech II
Daifuku Elite Line Services
Osaka, Japan
10.2021 - Current
- Improved team productivity by implementing effective time management strategies during projects.
- Organized and facilitated workshops to teach peers about trending technologies and industry best practices.
- Participated in ongoing professional development opportunities to expand technical knowledge base.
- Trained staff members on conducting events and following safety procedures.
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Managed inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle.
- Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
- Maintained office PCs, networks and mobile devices.
- Participated in on-call rotation to ensure 24/7 availability of technical support for mission-critical systems.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners and copiers.
Senior Field Service Technician
Ameritelcommunications
04.2007 - 07.2020
- Reduced response times by effectively prioritizing service requests based on urgency and impact on operations.
- Demonstrated strong problem-solving abilities by quickly diagnosing and resolving complex technical issues in high-pressure situations.
- Enhanced equipment performance by conducting regular maintenance, troubleshooting, and repair tasks.
- Developed comprehensive documentation for each service visit, ensuring accurate record-keeping and efficient communication between team members.
- Identified opportunities for process improvement, implementing changes that resulted in significant time savings during service calls.
- Streamlined service processes for increased efficiency and reduced downtime in the field.
- Improved customer satisfaction with timely and effective resolution of technical issues.
- Coordinated logistics for complex projects involving multiple technicians and subcontractors, ensuring successful completion meeting project timelines.
- Performed annual service visits and completed preventive maintenance on systems.
- Translated main cable and equipment location blueprints to technicians while declaring system outages and rerouting staff for timely service completion.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Followed safety procedures to avoid injuries in field.
- Maintained company field response vehicle stocked with repair and replacement parts valued over $15,000.
- Reviewed technical documentation to complete equipment maintenance and repair.
- Provided technical support to troubleshoot, repair and maintain operational efficiencies in mechanical, and electrical systems.
- Attended in-person and virtual workshops and team meetings to maximize technical knowledge.
- Interpreted equipment diagrams and blueprints to fully understand mechanical and electrical systems in need of service.
- Developed and implemented customized service plans to meet customer needs.
Senior Service Technician
United Business Technologies
03.1990 - 03.2007
- Stayed current on industry trends and technological advancements through continuous professional development efforts.
- Increased client trust by providing accurate quotes for services rendered based on diagnostic findings while remaining transparent about potential additional costs.
- Improved equipment efficiency by performing regular maintenance tasks and timely repairs.
- Enhanced team morale and productivity by fostering a collaborative atmosphere, sharing knowledge, tips, and best practices with colleagues regularly.
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Investigated customer complaints to identify cause of malfunctions.
- Performed instillation tests according to standard procedures.
- Repaired and replaced worn and damaged components.
- Coordinated with parts department to determine availability of necessary components.
- Retained accurate records of purchases, titles and sales.
Education
High School Diploma -
Maryland State Board of Education
Hyattsville, MD 08.1977 - 05.1980
Skills
Hardware troubleshooting
Computer Networking
Multitasking
Problem-Solving
Staff Training
Team building
Help Desk Operations
Desktop Technical Support
Hardware Installation
Network Troubleshooting
Helpdesk services
Technical Support
Wireless Networking
Certification
ATSP digital, Canon
Timeline
Maintenance Tech II
Daifuku Elite Line Services
10.2021 - Current
Senior Field Service Technician
Ameritelcommunications
04.2007 - 07.2020
Senior Service Technician
United Business Technologies
03.1990 - 03.2007
High School Diploma -
Maryland State Board of Education
08.1977 - 05.1980