Ealdon (Aldo) Garcia
Eagan,Minnesota
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
16
16
years of professional experience
Work History
IT Support Consultant
SAP Concur
05.2017 - Current
- Trained end users in new technologies and applications, promoting seamless adoption of systems upgrades.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted in the migration of legacy systems to modern platforms, minimizing disruption to daily operations.
- Maintained detailed records of completed projects to provide accurate reporting capabilities for future reference.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Resolve ticket escalations from tier 1
- Mobile support iPhone, iPad, Android
- Translated complex technical issues into digestible language for non-technical users.
- Email Configurations on iPhone, iPad, or tablets
- Delivered high-quality customer service by addressing user concerns promptly and professionally, maintaining a strong reputation in the field of IT support consulting.
- Used ticketing systems to manage and process support actions and requests.
- Provided expert guidance on the selection of hardware, software, and related equipment based on client needs and specifications.
- Designed tailored training programs aimed at empowering users with essential knowledge on newly deployed systems.
- Reduced downtime for clients with proactive identification and resolution of technical issues.
- Responded promptly to incoming sales leads and requests for technical support.
- Conducted thorough assessments of existing client networks to identify areas for improvement or expansion opportunities.
Desktop Support Technician
TE Connectivity
02.2016 - 02.2017
- Responsible for providing desktop support for internal /external users
- Image, deploy and support PC s and/or MacBook’s as required
- Configure and deploy printers
- Activate and/or disable data connections
- Install and configure applications
- Support 500+ users with PC configuration, troubleshooting computers and participate in departmental project work.
IT Consultant/Team Leader
West Texas IT Consulting
11.2013 - 01.2016
- Provide clients with IT technical support
- Email, networking, configuration and installation of computers
- Perform hardware diagnostics and coordinating repairs
- Install and test computers, printers and other peripherals: configuring Operating systems
- Application software packages
- Maintain computer and network resources to support business objective
- Configure and deploy laptops, desktops, printers, mobile devices, and related equipment
- Install, configure, and troubleshoot end user software applications.
Customer Service Representative /Web Developer
City Auto Glass
04.2010 - 07.2012
- Assist customers in making appointments, interpretation of Spanish calls
- Maintain website for entire company of 33 shops
- Fielded an average of 30 customer service calls per day
- Recommended and helped customers select merchandise based on their needs
- Use computers and computer systems (including hardware and software) set up functions, enter data, or process information
- Keeping up-to-date technically and applying new knowledge to job
- Developing, designing, creating new applications, ideas, relationships, systems, or products, including artistic contributions.
Customer Service Representative
Readers Club Home Office
01.2008 - 11.2009
- Customer Service Calls
- Service Magazine subscriptions
- Sell new magazine subscriptions
- Provided accurate and appropriate information in response to customer inquiries
- Recommended and helped customers select merchandise based on their needs
- Confirmed that appropriate changes were made to resolve customers' problems
- Extended customer subscriptions, offering discounts and promotions to ensure high customer retention rates.
Education
Associates in Applied Science in E-commerce -
Brown College
Mendota Heights, Minnesota06.2002
Skills
- Ticketing system proficiency
- Desktop support
- Application support
- Software Installation
- Email Administration
- Printer Support
- Hardware maintenance
- Asset Management
- Data Recovery
- Mac systems
- Customer Service
- Remote Support
- Ticket management
- Issue Troubleshooting
- Technical Troubleshooting
- Microsoft Outlook
- Application installations
- Technical Support
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Microsoft Windows and Office
- Organizational Skills
- Active Listening
- Remote Technical Support
- Help Desk Support
- Friendly and Patient
- Troubleshooting Network Issues
- Hardware and Software Repair
- Customer Communication and Empathy
- Device Installation
- Highly Professional
- Interpersonal Skills
- Apple OS Platforms
- Smartphone/Tablet support
- Windows PC hardware and software support
- Troubleshooting
- Diagnosing and resolving technical hardware and software issues
- Providing technical support, deployment, configuration and installation of computers
- Perform hardware diagnostics and coordinating repairs
- Install and test computers, printers, and other peripherals; configuring operating systems, and application software packages
- Remote desktop support
- Microsoft SCCM
- HIPPA certified
- Migrating Data and User profiles
- Installing and imaging new computers
- Some networking experience with TCP and DNS
- Configuring routers and switches
References
References are available upon request.
Languages
Spanish
Native or Bilingual
Timeline
IT Support Consultant
SAP Concur
05.2017 - Current
Desktop Support Technician
TE Connectivity
02.2016 - 02.2017
IT Consultant/Team Leader
West Texas IT Consulting
11.2013 - 01.2016
Customer Service Representative /Web Developer
City Auto Glass
04.2010 - 07.2012
Customer Service Representative
Readers Club Home Office
01.2008 - 11.2009
Associates in Applied Science in E-commerce -
Brown College
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