Kristopher Solorzano
Moreno Valley,CA
Summary
IT Support Technician with a diverse background in customer service. My time in IT at a mid sized credit union has afforded me the opportunity of a well rounded education in IT dealing with helpdesk management, imaging, and troubleshooting of a variety of hardware and software systems. I have also been able to be a part of many complex projects such as phone system migrations, OS upgrades/migrations, new branch launches, and device management software migrations.
Overview
10
10
years of professional experience
Work History
IT Support Technician II
Altura Credit Union
Riverside , CA
2019.11 - Current
- Configured, administered, and deployed Wyse Client virtual machine thin clients to 20+ branches across Riverside County in 2020.
- Configured, administered, and deployed Mini PCs to 20+ branches across Riverside County in 2023.
- Coordinated and lead various deployment projects during COVID-19 pandemic to ensure end users were able to work from home; including the deployment of 80+ Chromebooks to users without personal computers.
- Recall of 80+ Chromebooks in 2021 to replace with both mini pc's and laptops with windows based operating systems that utilized Sonicwall and VMware Horizon to connect to company resources.
- Responsible for both employee Onboarding and Separations utilizing Windows Active Directory and Microsoft Intune management software.
- Creation of OS images utilizing MDT server for deployment of Mini PCs and Laptops.
- Troubleshoot hardware and software issues both in-person and over the phone for end-user support.
- Converted entire company from analog NEC phones using Touchpoint software for call queue management to digital Ring Central IP phones utilizing Ring Central Contact center for queue management.
- Desktop Vulnerability and Patch Management through Ivanti and more recently Ninja One.
- Management of company Verizon account for new lines/phones, upgrades, and plans.
- Transitioned all company cell phones over from App River to Intune for device management.
- Part of a team that completed the migration of all devices from Windows 7 to Windows 10.
- Part of a small team responsible for both a Dell Wyse system upgrade for over 100 devices as well as a migration of over 200 users from VmWare Horizon 7 to Horizon 8.
- Filled out work orders, repair logs and maintenance plans to document work completed.
Digital Banking Specialist
Altura Credit Union
Riverside , CA
2016.05 - 2019.11
- Worked closely with Alkami Technology to research new applications/technology to implement within our digital banking environment.
- Deployed new technologies into test environments for stress testing between our online platform, and core system Symitar to identify potential bugs to be addressed prior to deployment into our live environment.
- Managed tickets through ticketing system Jira to track both Problem and Project tickets.
- Built and managed member specific packages within Alkami that would deliver a variety of different widgets within online banking based upon a variety of factors such as age, location, credit score, and loan/share types opened.
- Researched and analyzed customer feedback to identify areas of improvement utilizing surveys from Member Loyalty Group.
- Coordinated with other departments and vednors on complex projects across multiple platforms.
- Provided technical support for customers in resolving complex issues.
- Maintained accurate records of customer interactions and feedback.
- Analyzed key performance indicators to identify effective strategies.
- Analyzed company's expenditures and developed financial models.
Lead Member Service Representative
Altura Credit Union
2015.11 - 2016.05
- Helped manage a 40 person team of Member Service Representatives that included monitoring calls, and creating spreadsheets that evaluated referral goals for loans and account originations.
- Conducted monthly meetings with staff members to discuss performance goals.
- Developed training materials for new hires on how to handle different types of calls effectively.
- Ensured compliance with relevant laws, regulations and policies related to customer service operations.
- Analyzed data from various sources to identify trends in customer inquiries and complaints.
- Created and implemented procedures for handling customer inquiries and complaints.
- Resolved escalated member complaints in an efficient manner while maintaining positive relationships with members.
Senior Member Service Representative
Altura Credit Union
Riverside , CA
2014.06 - 2015.11
- Processed deposits, withdrawals, loan payments, transfers and other transactions accurately.
- Handled escalated calls from customers requiring additional attention or assistance.
- Reviewed applications for loans or other financial assistance programs.
- Provided guidance on the use of ATMs for cash withdrawals and deposits.
- Developed a strong working knowledge of all credit union policies, procedures, products and services.
- Answered incoming calls promptly and professionally.
- Educated members on how to use digital banking platforms such as mobile apps and online banking.
- Generated new business through referrals from existing members.
- Assisted members with account opening and maintenance activities.
- Performed research on member requests using various online databases.
Education
High School Diploma -
Norco High School
Norco, CA2006-07
Skills
- 4+ years as an IT Support Technician with another 3 years in an IT related field preceding it.
- 10+ years experience in customer service.
- Excellent written and verbal communication skills.
- Strong ability to work in fast paced environments and high pressure situations
- Extensive experience working with end users from entry level positions to executive level management.
- Strong ability to maintain positive customer service relationships and diffuse difficult situations.
- Highly motivated towards self learning and developing as an IT professional.
- Ability to master new skills and absorb technical information in a short period.
- Able to adapt, research, and implement ways to improve end user experiences·
- Extensive experience documenting processes and training new employees.
- Excellent analytical and decision-making skills.
Technical Skills
Software
Windows Operating System. Android and Chrome based OS computers. Mac OSX, and iOS. Active Directory, Microsoft Office 365, Skype for Business, Microsoft Teams, PayCom, Ivanti IT Asset and Service Management, Dell Wyse Client, Trend Micro, Secret Server, VMware vSphere, TouchPoint, Adobe Creative Suite, Photoshop, Microsoft Visio, Data network protocols, Expressions Encoder. Cisco WebEx. Apple DEP and Apple Business Manager for corporate iOS devices. Microsoft Intune Management System. Ring Central. Core System Symitar, various Alogent Bluepoint Software’s, Card Wizard, Alkami Digital Banking Systems.
Hardware
Dell, HP, Lenovo, Surface Pro and any other Windows based machine. Chromebook. Apple Mac laptops and desktops, VM workstations. Apple, Windows and Android based tablets and mobile devices. SmartTech, SmartBoard, graphics cards, memory (RAM), Cisco brand switches. AirTame and other presentation devices and interactive projectors and electronic boards. Various Printers such as Dell, Xeorx, and HP. Various brands of DSLR cameras, audio mixers, microphone systems, speakers, and editing systems. LCD, LED, laser, and plasma displays and projectors, SIM card Cradle Point Devices, Wyse Client Thin Client Virtual Machines, Ring Central and NEC phone systems.
Timeline
IT Support Technician II
Altura Credit Union
2019.11 - Current
Digital Banking Specialist
Altura Credit Union
2016.05 - 2019.11
Lead Member Service Representative
Altura Credit Union
2015.11 - 2016.05
Senior Member Service Representative
Altura Credit Union
2014.06 - 2015.11
High School Diploma -
Norco High School
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