Jose Cano
Parlin,NJ
Summary
Detail-oriented Service Technician with proven history of testing and evaluating service options to offer quality resolutions in Datacenter Environment. Frequently commended for completing service orders quickly and maintaining accuracy in documentation.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Service Technician
Supermicro
09.2023 - Current
- Streamlined workflow by organizing tools, parts, and documentation for easy access during service appointments.
- Mentored junior technicians in best practices, enhancing team performance and fostering a positive work environment.
- Prioritized workload efficiently by assessing urgency levels associated with each call, resulting in an improved response time for critical issues.
- Delivered exceptional customer support through clear communication, active listening skills, empathy when addressing concerns.
- Work with Technical Account Manager, Service Manager, and Product Manager to define service programs
- Manage time effectively; prioritize and make good business judgments and decisions in relationship to efficiency, effectiveness while meeting daily service expectations
- Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
Service Engineer
Service Express
02.2022 - 06.2023
- Installed, configured and tested equipment on specialized platforms.
- Enhanced customer satisfaction by promptly addressing service requests and providing technical solutions.
- Tested and checked performance of hardware and software programs.
- Boosted service quality by continually updating technical knowledge and staying current with industry trends.
- Analyzed, troubleshot and diagnosed problems and provided prompt repair and solutions.
- Increased client retention, delivering exceptional customer service during on-site visits and remote support sessions.
- Created relationships with key decision-makers and served as external technical spokesperson.
Service Technician
Supermicro
11.2020 - 02.2022
- Explained diagnostic findings to customers and outlined repair or service options.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Inspected equipment to diagnose operational issues.
- Adhered to safety protocols and policies to reduce workplace hazards.
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Effectively communicated technical information to non-technical clients, ensuring proper understanding and utilization of equipment features.
- Increased customer satisfaction by providing timely and efficient service for various technical issues.
- Consistently met project deadlines under pressure situations while maintaining high-quality workmanship standards.
- Provided on-call support outside of normal business hours, ensuring uninterrupted service for clients experiencing emergencies or critical failures.
- Diagnosed and repaired hardware, software and network issues to mitigate disturbances.
- Assisted training end users on proper use of hardware and software to deliver excellent customer service.
NOC Technician
Choopa
08.2018 - 11.2020
- Maintained a high level of customer satisfaction by effectively communicating with stakeholders during incident management and resolution processes.
- Managed inventory control process ensuring accuracy in tracking assets throughout their lifecycle within the organization.
- Reduced downtime for clients by providing timely resolution of technical problems.
- Enhanced network performance by monitoring and troubleshooting system issues and outages.
- Collaborated with cross-functional teams on projects involving network design and implementation for better connectivity outcomes.
- Participated in regular training sessions to stay up-to-date on evolving technologies and industry best practices.
- Ensured smooth network operations by configuring and maintaining hardware, software, and other related components.
Education
Associate of Arts - Animation
Middlesex Community College
Edison NJSkills
X86 Architecture
Technical Support
Linux
Network
H100 Certified
Brocade/Juniper/Cisco
IBM AIX
Python
FIber
Breakfix
Certification
Comptia A+
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Senior Service Technician
Supermicro
09.2023 - Current
Service Engineer
Service Express
02.2022 - 06.2023
Service Technician
Supermicro
11.2020 - 02.2022
NOC Technician
Choopa
08.2018 - 11.2020
Associate of Arts - Animation
Middlesex Community College