Summary
Overview
Work History
Skills
Certification
Timeline
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Diego Velez

Senior Hardware Support Technician
San Jose,California

Summary

Proficient Hardware Technician with strong system repair and debugging skills. Self motivated and driven to identify opportunities to provide customer support. Offering expert-level in IT service and support knowledge and 12 years of experience.

Overview

12
12
years of professional experience
1
1
Certification
2
2
Language

Work History

IT Support Specialist

Network Remedy, XL Construction
Milpitas, California
10.2019 - Current
  • Consulting.
  • Imaging and configuring laptops and iPads.
  • Ticket and Workload management utilizing customer provided ticketing system.
  • Diagnose and Resolve hardware and software issues.
  • Using own knowledge to troubleshoot and resolve any users issues while providing exceptional customer service.
  • Maintaining myself available at any hours, whether it is on-site or remotely to ensure that all issues are resolved accordingly.
  • To provide effective communication for all types of incidents and requests, ensuring that all users are kept informed of progress at all times.
  • Working on several different projects that include; iPad upgrades, intern projects and the opening of the new XL Construction site office.
  • Some tasks that I have worked on have been getting their IT equipment set up.

Desktop Support Technician II (Contractor)

El Camino Hospital
Mountain View, California
06.2019 - 10.2019
  • Providing IT support for over 300 users via ticketing tracking system.
  • Installations of desktop/laptop deployments for new clinics.
  • Imaging and configuring desktops and laptops.
  • Highly knowledgeable with active directory.
  • Working in Windows 7 &10 environment.
  • Setting up the audio and visuals for conferences.

SENIOR HARDWARE/SOFTWARE TECH

Wilson Sonsini Goodrich & Rosati
Francisco Bay Area, California
01.2011 - 01.2019
  • HARDWARE/SOFTWARE TECH – DEPLOYMENT TECH, Led a team of 4 technicians in Palo Alto plus supported technicians in other offices geographically dispersed across the United States, Europe, and China.
  • Responded to requests as needed 24/7/365.
  • Provided conference room set up and support for high profile meetings on and off-site.
  • Performed set up and support of computers, printers, remote access for several attorneys at off-site locations.
  • Plus set up and supported audio/visual equipment in courtrooms for trials.
  • Managed computer and software deployments for over 1,500 internal customers.
  • Provided manager with updates on projects, team, tasks/performance, and improvements to processes.
  • Participated in the interview process and trained and mentored all new hires.
  • Supported, diagnosed, and resolved issues with PC’s, Macs, mobile devices, peripherals, printers, Cisco phones, video conferencing equipment, and connectivity.
  • Provided desk side support to all internal customers while providing exceptional customer service.
  • Worked together with the Network Operations group to debug issues with images and other software related issues.
  • Used a ticketing system to log and manage customer issues.
  • Escalated issues to managers when needed.
  • Created, tested, and maintained the Hardware Knowledge Base documentation.

DESKTOP SUPPORT TECHNICIAN

Extreme Learning
San Jose, California
01.2010 - 01.2011
  • Provided technical support to students and families via phone.
  • Reviewed and resolved issues with internet connectivity, laptops, and learning software.

PC TECHNICIAN

TechSkills PC Repair Clinic
San Jose, California
01.2009 - 01.2010
  • Provided technical repair and maintenance services for walk-in customers on weekends.
  • Performed various tasks such as boot testing, repair, and software installation.
  • Used a ticket system to track all projects.
  • Provided customers with one-on-one training when needed.

Skills

    Technical issues analysis

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Certification

CompTIA A+ and Network+ classes, TechSkills - 2009-2010

Timeline

IT Support Specialist

Network Remedy, XL Construction
10.2019 - Current

Desktop Support Technician II (Contractor)

El Camino Hospital
06.2019 - 10.2019

SENIOR HARDWARE/SOFTWARE TECH

Wilson Sonsini Goodrich & Rosati
01.2011 - 01.2019

DESKTOP SUPPORT TECHNICIAN

Extreme Learning
01.2010 - 01.2011

PC TECHNICIAN

TechSkills PC Repair Clinic
01.2009 - 01.2010

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Diego VelezSenior Hardware Support Technician