Jared Totanes
Las Vegas
Summary
Field Service Technician skilled in optimizing gaming system performance and enhancing customer satisfaction. Successfully led teams in resolving technical issues, achieving high resolution rates, and developing impactful training processes that improved team efficiency. Committed to maintaining high standards in quality assurance and preventive maintenance.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Field Support Lead
Gaming Arts LLC
Las Vegas
01.2026 - Current
- Led a team to resolve customer inquiries and technical issues.
- Managed support ticket system, prioritizing and tracking customer requests to enhance response time.
- Implemented best practices for troubleshooting common gaming software issues.
- Provided technical guidance to team members on troubleshooting customer issues.
- Trained new staff on support procedures and company policies to ensure consistent service delivery.
- Developed training materials to enhance team knowledge and efficiency.
- Monitored support metrics to identify areas for process improvement.
- Developed user manuals for software applications and hardware products to facilitate user understanding and reduce support inquiries.
Field Service Technician
Gaming Arts LLC
Las Vegas
05.2023 - 12.2025
- Conducted detailed inspections and maintenance of gaming equipment, ensuring operational reliability.
- Performed on-site installation and routine maintenance, addressing system issues promptly.
- Provided customer troubleshooting assistance via phone support, enhancing user satisfaction.
- Completed all necessary paperwork for service calls in a timely manner.
- Demonstrated proficiency in gaming system hardware and software
Quality Assurance Assembler
Gaming Arts LLC
Las Vegas
02.2022 - 05.2023
- Inspected components for quality assurance before assembly.
- Assembled gaming machines using hand tools and power tools.
- Collaborated with team members to meet production schedules.
- Maintained a clean and organized workspace during assembly tasks.
- Troubleshot minor issues with equipment during the assembly process.
- Assisted in training new assemblers on proper techniques and safety protocols.
Technical Support Technician
LV.Net
Las Vegas
02.2021 - 02.2022
- Enhanced customer satisfaction by resolving 95% of tech issues within first call at LV.Net.
- Delivered exceptional customer service by actively addressing concerns and ensuring satisfaction
- Applied technical skills to troubleshoot and resolve issues in fast-paced environment
- Utilized analytical skills to identify root causes and implement effective solutions
- Collaborated with a team of 10 to implement streamlined tech support processes, enhancing response times.
- Managed detailed documentation of over 300 client interactions per month, improving service tracking.
- Oversaw client networking servers and crypto miner servers to ensure optimal performance.
Sales Porter
Abc Hyundai
Las Vegas
07.2019 - 03.2020
- Supported sales team by preparing vehicles for customer demonstrations.
- Engaged customers through friendly interactions, enhancing the dealership experience.
- Coordinated vehicle deliveries and ensured proper documentation was completed.
- Maintained cleanliness and organization of the showroom and service areas.
Shift Manager
McDonald's
Las Vegas
10.2017 - 06.2019
- Supervised daily operations and ensured compliance with safety standards.
- Trained and mentored team members on service protocols and procedures.
- Resolved customer complaints promptly to ensure satisfaction and loyalty.
- Managed cash handling processes and ensured accurate financial reporting.
- Oversaw inventory management and maintained stock levels for efficiency.
- Inspected work areas regularly for cleanliness and organization standards.
Education
High School Diploma -
Southwest Career And Technical Academy
Las Vegas, NV05-2019
Skills
- Technical troubleshooting
- Quality assurance
- Technical documentation
- Service documentation
- Training development
- Team leadership
- Problem-solving
Certification
- CINTAS OSHA Certified Forklift Train the Trainer
- OSHA 10-Hour Certification
Timeline
Field Support Lead
Gaming Arts LLC
01.2026 - Current
Field Service Technician
Gaming Arts LLC
05.2023 - 12.2025
Quality Assurance Assembler
Gaming Arts LLC
02.2022 - 05.2023
Technical Support Technician
LV.Net
02.2021 - 02.2022
Sales Porter
Abc Hyundai
07.2019 - 03.2020
Shift Manager
McDonald's
10.2017 - 06.2019
High School Diploma -
Southwest Career And Technical Academy