Fernando Ochoa
Sacramento,CA
Summary
Highly experience PC/Mac Support Technician with strong technological background in hardware/software repair and IT Network Administration. I am a bilingual (Spanish/English) computer technician dedicated, excellent team player and passionate about everything I do with computers and technology.
Overview
17
17
years of professional experience
Work History
Client Services Technician Level 2
Beacon Hill Staffing
Sacramento, CA
12.2019 - Current
- Company Overview: UCDavis Medical Center
- Performed extensive technical support to UCDavis hospital staff via phone, web and email
- Support involve call handling, problem management, incident management, manage and facilitate crisis event
- Interact with other support groups within the organization to resolve cross team technical issues and participate in cross team projects
- Provide technical phone support to an end user community
- Assist in the inventory of data processing equipment, as needed, including identifying part numbers, components, configuration information, asset tagging, etc
- Assist senior technicians in performing configuration changes on network devices
- Participate in hardware and software projects, implementations and or upgrades
- UCDavis Medical Center
Senior Mac Support Technician Level 3
VSP Global
Rancho Cordova, CA
08.2016 - 12.2019
- Company Overview: CompuCom System Inc
- Responded to requests for technical assistance in person via phone and remotely for the following technologies: Windows Systems and Mac OS end users (Laptops Desktops & Thin Clients) Tablets & Smartphones (iOS & Android) and Microsoft Office 365 Suite
- Resolved complex technical issues that arose on client computer using effective troubleshooting skills
- Created and maintained user accounts and security using Microsoft Active Directory
- Also, worked extensively with VMS operating systems, installed configured and troubleshoot issues
- Managed local IT team ensuring appropriate coverage was available during roll out periods for upgrades and deployment of new equipment
- Allocated resources to adhere to Project timelines
- Documented help desk tickets/resolutions and maintained equipment inventory lists for asset management
- Configured and deploy new PC and Mac desktops/laptops
- CompuCom System Inc
Computer Auditor/Repair Technician
PowerOn Services
Roseville, CA
03.2015 - 07.2016
- Analyze and perform functional testing of both Windows PCs and Apple computer systems to determine resale value
- Troubleshoot, diagnose and repair both PCs and Mac computers for re-sale on eBay website or to corporate enterprises at wholesale
- Also, performed troubleshooting and diagnosing issues on Android, MS Mobile Widows and iOS Apple mobile devices i.e
- IPod, iPad and iPhone
- Utilize hardware diagnostic tools to repair PC, Android, and Mac computers
AppleCare Tier 1 Spanish Support
Apple Computer Inc.
Elk Grove, CA
08.2014 - 03.2015
- Company Overview: Building D – Volt Workforce Solutions
- Provide technical support for all Apple products ranging from iPhone, iPod, iPad, iMac, MacBook Pro, Mac Mini, Mac Pro, AirPort base stations and AppleTV to all Latin America regions
- Handling escalated technical questions via the telephone from other Apple departments for Spanish support
- Ensuring continued Apple customer loyalty and overall relationship of the customer and the company, by utilizing active listening and vast Apple product knowledge to guide customer’s towards solutions that make their lives better
- Implementing revolutionary sales techniques on every call I was able to make multiple sales opportunities and create truly remarkable customer experiences
- I maintained an above average customer satisfaction score as well as exceeded expectations in effective issue resolution to customer’s issues
- Building D – Volt Workforce Solutions
Apple Technician Level III Macs@Intel Program
Intel Corporation
Folsom, CA
05.2010 - 08.2014
- Company Overview: CompuCom Systems
- Perform extensive diagnostic hardware and software troubleshooting on Apple laptops and desktops in helpdesk support over phone or one-on-one at their cube side
- Troubleshoot Mac OS X systems even to the root level which has multiple Unix-style command-line tools to repair OS (i.e diskutil –to list local disks and volumes on the Mac & sudo to execute commands as an Administrator…etc.)
- Troubleshoot issues that occur with Microsoft Office program that are running on Mac OS X
- For example import PSTs files from Outlook for Windows to Outlook for Mac or connection issue with Microsoft Lync video chat program on a Mac connected to on Intel Corporate Network which is primarily Windows base and resolve technical issues with migrating data from a Windows PC to a Mac using Apple’s Migration Assistant Utility
- Deploy Apple laptops to new hires and configure the laptops with Intel software to connect to Intel’s network infrastructure
- Responsible with provide technical support to all Mac users on Intel Corporate Network via telephone, chat MS Lync, walk-ins and one-on-ones at their cubicles
- CompuCom Systems
AppleCare iPhone & iPod Rework Technician
Apple Computer Inc.
Elk Grove, CA
08.2010 - 04.2013
- Company Overview: Building A – Volt Workforce Solutions
- Performed extensive diagnostic testing and repair of Apple’s iPhone, iPad and iPod products
- Identify functional defects on Apple’s peripheral devices like Bluetooth wireless keyboard, mouse and power adapters for Apple’s portable computers
- Setup service repair documentation to replace both iPhones and iPod products using Apple’s global service repair database software GSX
- Perform Visual Mechanical Inspection (VMI) to determine product abuse, damaged caused by accident or misuse which is not covered by Apple's warranty
- Building A – Volt Workforce Solutions
AppleCare ReWork Technician
Apple Computer Inc.
Elk Grove, CA
09.2007 - 05.2008
- Company Overview: Building B - Flextronics
- Performed extensive hardware troubleshooting and repair on all Apple products ranging from desktop to portables computers
- Maintain service repair database system with updated repair information using AppleCare’s repair service software GCRM
- Provide technical training to new hires, and setup workstation for technical troubleshooting efficiency
- Performed reconditioning on returned Apple products, also formatted and erased Hard Disk Drives (D-Wipe) on those returned Apple computers
- Building B - Flextronics
Education
Networking Technologies Diploma -
Northwestern Technical College
Gold River, CA06.2005
Skills
- MS Windows
- Mac OS X
- Unix/Linux
- Visual Basic
- C
- C#
- IP networking
- TCP/IP
- IPX/SPX
- Telnet
- Appletalk/Bonjour
- Network Security
- NetBios
- Novel Network Administration
- POP
- IMAP
- Coaxial
- Ethernet
- Fiber Optics
- DSL
- ISDN
- T1
- Wireless Network
- Routers
- Switches
- Hubs
- Firewalls
- Proxy Servers
- VOIP
- Microsoft Office Suite
- WORD
- EXCEL
- ACCESS
- Adobe Suite CS
- Acrobat
- Illustrator
- PageMaker
- InDesign
- Aperture
- Final Cut Pro
- Parallels Desktop
- VMware
- Virtual Box
References
Provided Upon Request.
Timeline
Client Services Technician Level 2
Beacon Hill Staffing
12.2019 - Current
Senior Mac Support Technician Level 3
VSP Global
08.2016 - 12.2019
Computer Auditor/Repair Technician
PowerOn Services
03.2015 - 07.2016
AppleCare Tier 1 Spanish Support
Apple Computer Inc.
08.2014 - 03.2015
AppleCare iPhone & iPod Rework Technician
Apple Computer Inc.
08.2010 - 04.2013
Apple Technician Level III Macs@Intel Program
Intel Corporation
05.2010 - 08.2014
AppleCare ReWork Technician
Apple Computer Inc.
09.2007 - 05.2008
Networking Technologies Diploma -
Northwestern Technical College
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