JUAN PALMA
La Puente,CA
Summary
Dynamic, solution-focused professional with over 12 years of experience delivering rapid, client-centered software and hardware technical support. Multicultural awareness and fluency in Spanish enhance effective communication in diverse environments, improving customer engagement. A steadfast commitment to maintaining a reputation for quality, exceptional service, and unwavering ethics drives consistent results. Proven ability to navigate complex challenges while ensuring customer satisfaction and fostering loyalty.
Overview
12
12
years of professional experience
Work History
Service Technician
Enagic - Kangen Water
02.2020 - 07.2022
- Executed diagnostics and repairs on Kangen water systems to maintain optimal performance and ensure customer satisfaction.
- Performed routine maintenance on water filtration units, contributing to enhanced reliability and durability of systems.
- Developed and delivered comprehensive training programs for new technicians to enhance team efficiency.
- Developed and executed streamlined procedures for service calls, resulting in improved response times and heightened customer interaction.
- Conducted preventive maintenance on water filtration units, enhancing reliability and longevity of equipment.
Service Technician
Enagic - Kangen Water
01.2019 - 07.2022
- Diagnosed and resolved technical issues for water ionization systems.
- Trained new technicians on equipment handling and safety protocols.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Provide technical phone support for all USA/International customers and in house technical support
- Maintained detailed records of service calls, enabling better tracking of recurring issues and proactive solutions implementation.
Service Technician
Virco Manufacturing
02.2018 - 02.2019
- Troubleshot and resolved hardware and software issues for end-users, ensuring minimal downtime.
- Assist computer end-users in resolving computer hardware and software issues.
- Responsible for the Installation, troubleshoot and upgrade of over 70 barcode network label printers.
- Provides support to the Bar Code, Wireless, VoIP System, Cellular & Smart Phone applications and equipment.
Senior Computer Technician
Lennox School District
02.2013 - 10.2017
- Resolved technical issues and delivered outstanding customer service to ensure satisfaction among students, staff, and administrators.
- Analyzed and addressed user issues with PC, macOS, Chromebook, and peripheral devices, improving functionality and satisfaction.
- Managed deployment and configuration testing of over 700 classroom technology devices, ensuring adherence to a structured rotation schedule.
- Managed comprehensive oversight of network infrastructure, including installation and resolution of issues related to access points, switches, and intermediate distribution frames.
- Facilitated deployment and optimization of K-12 student applications to enhance accessibility on diverse OS platforms.
- Configured and optimized computer lab environments to promote educational success and ensure compliance with state testing regulations.
- Created and delivered targeted training sessions for educators and staff, ensuring optimal use of educational applications on diverse technological platforms.
- Analyzed technology inventory through regular audits and updates to maintain compliance and improve resource management efficiency.
Senior Service Desk Analyst
Christie Digital Systems USA Inc.
02.2010 - 12.2013
- Analyzed and resolved technical issues, ensuring optimal performance of digital theatre systems during escalations.
- Managed the upgrade process for theatre technical systems, ensuring seamless integration of digital screen servers, digital projectors, automation units, and library management servers.
- Conducted thorough testing and timely deployment of software updates from digital cinema manufacturers, addressing both regular maintenance and urgent technical needs.
- Managed continuous surveillance of 100,000+ network components and applications to uphold service reliability.
- Collaborated with field engineers and digital cinema customers to identify and rectify technical problems, ensuring seamless system performance.
- Oversaw remote resolution of digital screen servers, digital projectors, and library management servers for all Cinepolis Mexico theatre chains.
- Managed after-hours logistics for critical inventory shipments to ensure timely delivery.
- Facilitated efficient and effective troubleshooting for end-user technical issues to enhance user experience.
Education
Bachelor of Science -
DeVry University
Long Beach, CA01.2008
High School - General Education -
Venice High School
Venice, CA01.2000
Skills
- Experienced with cross-platform operating systems
- Active Directory management
- Experience with remote applications like RDP and VNC
- Proficient in K-12 educational software
- Inventory management specialist
Languages
Spanish
Native or Bilingual
Timeline
Service Technician
Enagic - Kangen Water
02.2020 - 07.2022
Service Technician
Enagic - Kangen Water
01.2019 - 07.2022
Service Technician
Virco Manufacturing
02.2018 - 02.2019
Senior Computer Technician
Lennox School District
02.2013 - 10.2017
Senior Service Desk Analyst
Christie Digital Systems USA Inc.
02.2010 - 12.2013
Bachelor of Science -
DeVry University
High School - General Education -
Venice High School