Dylan Frederick
Results-driven Support Technician with a proven track record at Copeland, excelling in troubleshooting and remote support. Enhanced ticketing processes, significantly improving response times. Adept at diagnosing complex technical issues while mentoring junior staff, fostering a collaborative environment. Skilled in HVAC systems maintenance, ensuring optimal performance and energy efficiency.
Offering solid foundation in customer service and technical aptitude, eager to learn and develop in this environment. Brings willingness to quickly grasp new concepts and technical procedures, paired with proven ability to apply problem-solving skills. Ready to use and develop troubleshooting abilities and customer support expertise in Desired Position role.
Work History
Support Technician
11 Months- Provided technical support for software and hardware issues, ensuring minimal downtime for users.
- Diagnosed and resolved system malfunctions using troubleshooting tools and protocols.
- Streamlined ticketing process, enhancing response time to support requests.
- Mentored junior technicians, fostering skill development in troubleshooting techniques.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Trained users on how to operate components and systems.
- Responded to telephone, email and in-person inquiries regarding Item operation, use and repair.
Field Service Technician
2 Years 8 Months- Installed and maintained HVAC systems to ensure optimal performance and energy efficiency.
- Diagnosed equipment malfunctions using advanced troubleshooting techniques and tools.
- Collaborated with team members to complete service calls efficiently and effectively.
- Provided technical support and guidance to clients on system operations and maintenance protocols.
Education
Bachelor of Science - Mechanical Engineering
High School Diploma
Skills
Certification
EPA608 - Universal Certification