Juan Obregon

• Responsible for resolving customer affecting technical issues in a timely fashion in order to maintain customer satisfaction
• Perform installs, troubleshooting and maintain extensive variety of products and equipment
• Identify, analyze, and repair product
• Provide on-site support for deployment and security remediation functions
• Gather analyze, and report end-user support trends
• Analysis, testing and modification of computer hardware systems and software based on consultations with users and system design specifications
• Updating registry values, installing/configuring/updating computer operating systems
• Utilizing remote management to diagnose/modify update computer programs/software and computer systems
• Provide desktop, application and network application incident resolution
• Manage user installation and relocations requests
• Asset Inventory Support
• Conduct physical inventory of assets
• Conduct scheduled and random electronic inventories
• Assist in receiving and receipting property
• Transfer of property to other organizations
• Process computer equipment for excess and disposition
• Disposal Preparation Support
• Ensure disposal policies and procedures are employed
• Ensure every device is wiped/degaussed prior to site removal
• Encryption Services
• Administer and manage encryption tools application server
• Ensure laptops are properly encrypted
• Encrypt laptops discovered without encryption
• Provide password recovery for encrypted device
• Video Conferencing and Audio/Video O&M
• Troubleshoot system problems and repairs
• Work with support staff for remote troubleshooting and repairs
• Assist in setting up presentation devices and Video Conference units
• Set up, ensure functionality, be available during events and shut down video conferences
• Local On-Site Cabling
• Restart wiring closet cabling electronics including switches or other network devices
• Replace defective cabling electronics and simple replacement of defective cabling electronics and components such as switch blades
• Wireless Services
• Assist users with mobile communication devices (mobile phones, broadband cards, Windows tablets,Apple and laptops) with incident support tickets
• Provide Tier 2 support in the field which includes hardware troubleshooting and OS re-install,
• Ensure IT services are rendered/tested for telework users using VPN and CITRIX services
• Support pre/post application releases
• Account Management Services
• Hardware Incident Resolution
• Provide full service of break fix, Configuring, upgrading and resolving all client technical issues expeditiously and professionally
• Installation and configuration of HP, Ricoh and fax machines on site
• Other duties include:
• Performing travel to various client locations sites and deliver onsite support.
• Track all tasks and time entries daily in company and client CRM
• Currently Based in Client site to monitor All IT related equiptment.
• fleet coming tickets and provide break fix and or update
• Maintain up-to-date documentation of customer systems and internal processes Then Escalate issues to senior support staff when appropriate
• Engage in learning new technologies and applications by getting certified with clients purchase and Research technical issues and follow troubleshooting methodology for resolution
• Plan, prepare, and strategize to resolve reported issues prior to client appointments
• Provide excellent communication to internal team and directly to client throughout the service delivery process and keep them informed of progress, impending changes, agreed outages, etc
• Travel to and from Dealerships for pre-scheduled meetings, equipment pickups/drop-offs, etc
• Investigated and troubleshot All fleet of PC device product service issues weekly.
• Tested equipment performance and demonstrated operation and servicing of equipment to customer.
• Managed maintenance data records and tracked operating information for onsite reference.
• Researched and identified solutions to technical problems.
• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
• Monitored system performance to identify potential issues.
• Diagnosed and troubleshot hardware, software and network issues.
• Patched software and installed new versions to eliminate security problems and protect data.
• Assisted in development of system security protocols.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Configured hardware, devices, and software to set up work stations for employees.
• Configured and tested new software and hardware.

• Provided first-level remote technical support in-house and performed out-going calls throughout the entire Northern Bay Area (San Francisco, CA) to service hundreds of customers averaging six calls per day on an ongoing basis
• Responsible for product-installation, in-service, upgrades, troubleshooting, inventory management, and was also responsible for service and prompt-calls completion with accordance to policies and procedures
• Configuration Included:
• Troubleshoot network,, PC’s, Kiosk, POS, Scanners, Printers, Tablets, Cameras, Servers.
• Identified customer product deficiencies and took appropriate action to correct project on time
• Deployment management of the preventive maintenance methods, (which dramatically decreases escalated issues)
• Responsible for ll escalated issues and maintained communication with customer and technical team
• Maintained assigned company property and kept updated manuals and bulletins in accordance with company policies and procedures.
• Helped streamline repair processes and update procedures for support action consistency.
• Developed and implemented preventive maintenance procedures.
• Patched software and installed new versions to eliminate security problems and protect data.
• Configured hardware, devices, and software to set up work stations for employees.

performed out-going calls throughout the entire Northern Bay Area (San Francisco, CA) to service hundreds of customers averaging six calls per day on an ongoing basis. Responsible for product-installation, in-service, upgrades, troubleshooting, inventory management, and was also responsible for service and prompt-calls completion with accordance to policies and procedures.
Configuration Included:
•Troubleshoot networks, PC’s, Kiosk, POS, Scanner, Printers, Tablets.
•Identified customer product deficiencies and took appropriate action to correct project on time.
•Deployment management of the preventive maintenance methods, (which dramatically decreases escalated issues).
•Responsible for 30% of escalated issues and maintained communication with customer and technical team.
•Maintained assigned company property and kept updated manuals and bulletins in accordance with company policies and procedures.

• Tested new software and hardware prior to deployment.
• Installed and configured operating systems and applications.
• Patched software and installed new versions to eliminate security problems and protect data.
• Configured hardware, devices, and software to set up work stations for employees.
• Offered assistance in implementing and developing training programs.
• Developed and implemented preventive maintenance procedures.
• Installed, configured and maintained computer systems and network connections.
• Diagnosed and troubleshot hardware, software and network issues.
• Maintained servers and systems to keep networks fully operational during peak periods.