Jonathan Alvarez
Mountlake Terrace,WA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
1
1
Certification
Work History
System Services Representative
IBM
04.2022 - Current
- Diagnose and repair Lenovo laptops, desktops, servers, switches, and storage systems (Pure Storage, SuperMicro, Cisco).
- Perform advanced Apple device repairs including MacBooks, iMacs, iPhones, and iPads.
- Run administrative diagnostics and configurations, including serialization post-repair.
- Deliver high-quality customer service and communicate complex technical issues in clear, simple terms.
- Manage service calls professionally, ensuring timely and effective resolution.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
DC Management Support Technician
Trident Consultants
10.2020 - 04.2022
- Maintained 4 data center sites using a ticketing system for issue tracking and resolution.
- Installed fiber, Cat5/6 cables, racks, switches, and environmental monitors.
- Organized and maintained IDFs, managed inventory, and stocked tools.
- Performed software diagnostics and analog phone line patching.
- Provided infrastructure planning and improvement recommendations.
Data Center Technician
The Marquis Group LLC
06.2019 - 09.2020
- Set up workstations, configured hardware/software, and resolved technical issues.
- Collaborated with vendors for part replacements and troubleshooting.
- Installed fiber optic and Cat6 cables for major clients.
- Built racks and configured switches for T-Mobile's Launchpad.
- Conducted cable splicing and network auditing.
Lead Technician
ABCOM
01.2017 - 05.2019
- Led telecom installations including fiber, coaxial, and audio cable.
- Installed CCTV systems and fire alarm devices.
- Managed projects, resolved on-site changes, and ensured timely delivery.
- Managed team performance by training, mentoring, disciplining, and motivating employees.
- Adhered to established policies and standards to safely complete projects.
- Managed daily activities, assigned tasks to specific staff members and utilized proven management techniques to cut work flow downtime and maximize revenues.
Education
Information Technology Diploma - Information And Communication Technology
California Institute of Arts & Technology
San Diego, CA12.2021
High School Diploma -
Mountlake Terrace High School
Mountlake Terrace, WA12.2012
Skills
- Troubleshooting and diagnostic skills
- Hardware installation and repair
- Cabling and patch panel work
- Customer service and communication
- Team leadership and efficiency
- Scheduling
- Complaint resolution
- Account updating
- Building rapport
- Problem-solving
- Product promotion
- Technical troubleshooting
Accomplishments
- Lead Tech with a team of 6-7 in the development/cable infrastructure of Totem Lake Apartments in Kirkland WA.
Certification
(In Progress)
- CompTIA (A+, Network+, Security+)
- Cisco Networking
- Cloud Technologies (AWS/Azure)
Languages
Spanish
Native or Bilingual
Timeline
System Services Representative
IBM
04.2022 - Current
DC Management Support Technician
Trident Consultants
10.2020 - 04.2022
Data Center Technician
The Marquis Group LLC
06.2019 - 09.2020
Lead Technician
ABCOM
01.2017 - 05.2019
Information Technology Diploma - Information And Communication Technology
California Institute of Arts & Technology
High School Diploma -
Mountlake Terrace High School
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