Ian Constantino
San Diego,CA
Summary
Qualified Advanced Technical Support Specialist with 12 years of helpdesk and customer service experience. Provides comprehensive Windows and Credit Union Applications support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues. Detail-oriented Service Desk and Access Control with extensive experience in member facing and internal customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 1 and 2 support knowledge.
Overview
9
9
years of professional experience
Work History
Technical Support Specialist I (IT Service Desk)
San Diego County Credit Union
San Diego, CA
09.2018 - Current
- Consistently leading team in resolved tickets and other performance metrics such as calls taken and adherence.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Submitted service tickets for equipment maintenance requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Recorded and maintained relevant notes for each client and work order.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Configured hardware, devices and software to set up work stations for employees.
- Monitored systems in operation and input commands to troubleshoot areas.
- Patched software and installed new versions to eliminate security problems and protect data.
- Activated accounts for clients interested in new services.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Removed malware, ransomware and other threats from laptops and desktop systems.
Technical Support Specialist (Call Center)
San Diego County Credit Union
San Diego, CA
02.2013 - 09.2018
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
Education
Some College (No Degree) - Computer Networking
Computer Education Institute
San Diego, CASkills
- Resolving Problems and Incidents
- Training Material Development
- Account Administration
- System Performance Assessment
- Help Desk Support
- Troubleshooting Network Issues
- Hardware Upgrades
- Remote Technical Assistance
- Microsoft Active Directory
- Documenting Calls
- Device Installation
- Setup and Installation
Timeline
Technical Support Specialist I (IT Service Desk)
San Diego County Credit Union
09.2018 - Current
Technical Support Specialist (Call Center)
San Diego County Credit Union
02.2013 - 09.2018
Some College (No Degree) - Computer Networking
Computer Education Institute
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