Francisco Nava

- Analyze and clearly, concisely, and accurately document situations, events, and issues of the system.

- Lead root cause analysis of system hardware, software, operating, and messaging systems.

- Respond to priority or emergency situations for signal, onboard, mechanical, dispatch, and office departments.

- Work with other Equipment Engineers in troubleshooting and providing diagnostics of MDM (messaging) problems, software versions, manual uploads of track files, onboard equipment failures, etc.

- Collaborate with maintainers with troubleshooting mechanical components impacting PTC functionality including tachometer, antennas, brakes, and telecommunications.

- Efficiently restored machines by reassembling them after repairs or parts replacements.

- Conferred with customers to determine the nature of problems or to explain repairs.

- Diagnosed and troubleshooted computer hardware and software issues to determine optimal repair or replacement solutions.

- Installed and configured computer hardware components including motherboards, processors, RAM, hard drives, fans, and screens.

- Provided technical support and training to improve user experience and computer proficiency.

- Responded to customer inquiries and service requests in a timely manner, whether in-person, over the phone, or via email.

- Documented service processes, computer repairs, and maintenance to ensure accurate record-keeping and billing.

- Use of ServiceNow or Remedy for case and incident management.

- Monitor Networks via: Solarwinds, ScienceLogic, and other similar management software's.

- Deliver technical support for call handling and emergency 911 CAD management solutions deployed within the public safety sector

- Monitor and support Windows Desktops, Windows Servers, Linux Servers, modems, and networking devices (switches, routers and firewalls)

- Communicate with technology teams and business users regarding technology issues, outages and downtime during planned maintenance

- Configure, deploy, update and maintain user desktops, laptops, and software applications in a law firm environment.

- Answer, evaluate and prioritize incoming telephone, voicemail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking and other legal-related technologies.

- Provide Android and iOS support for Law firm applications.

- Proactively maintain current inventory of IT equipment, supplies and licenses.

- Create support service tickets and use web-based ticketing systems to track and deliver support services.

- Walk customers through step-by-step process for troubleshooting banking software.

- Assist clients in troubleshooting web based applications for the treasury and payment solutions department.

- Provided remote IT support for hardware and software to law firms across America.

- Documented using clear and concise notes within BMC FootPrints and Zeacom ticketing systems.

- Resolved technical issues for global users using Citrix, Vmware, Screenconnect and several other remote diagnostic tools.

-Displayed Exceptional people skills and maintained calm demeanor with every call.

- Documented all calls/emails and generate reports detailing common problems and error trends.

- Documented troubleshooting and problem resolution steps, including tracking incidents pertaining to iOS & Android Devices.

- Provided service and customer support during field visits or dispatches.

- Managed on site installation, repair, maintenance and test tasks.

- Dressed, terminated, and installed CAT and Coax cabling.

- Installed necessary outlets and drilled unobtrusive holes for running lines.

- Recognized as #1 EOTM for several months across the nation.

- Selected as an telecommunication engineering ambassador for the midwest region