Leonard Stallion
Bakersfield,CA
Summary
Dynamic Technical support professional with extensive experience in diagnosing and resolving technical issues. Proven ability of enhancing user satisfaction through efficient problem-solving and timely support. Proficient in both software and hardware systems, showcasing reliability and adaptability in high-pressure fast-paced environments. Strong collaborator focused on achieving team synergy, objectives, and goals. Known for reliability, effective communication, and proactive approach to resolving issues.
Overview
24
24
years of professional experience
Work History
Technical Support Specialist III
Kern County ITS
04.2013 - Current
- Diagnosed and resolved connectivity, data access, speed, networking, and outage issues to restore service functionality.
- Provided high-level technical support through phone, email, and web channels aligned with service standards.
- Delivered remote assistance for diverse software and hardware issues, enhancing user experience.
- Escalated critical incidents to specialized departments for swift resolution.
- Collaborated with cross-functional teams to tackle complex problems, boosting operational efficiency.
- Documented client interactions in the incident management system for effective tracking of recurring issues.
- Trained new hires on technical support procedures, fostering team performance improvement.
- Installed and maintained computer systems, network connections, operating systems, and software applications.
Schedule & Dispatch Specialist
EMC Corporation
11.2006 - 02.2013
- Executed remote and preventive maintenance for EMC products across diverse customer platforms.
- Conducted phone screenings and triaged technical support calls while monitoring online support queue.
- Prioritized support calls based on severity and SLAs to enhance response efficiency.
- Created service requests for Customer Engineers to facilitate prompt issue resolution.
- Scheduled maintenance windows, ordered parts, and dispatched tickets to on-call engineers.
- Managed workload distribution among corrective maintenance engineers to ensure balanced operations.
- Utilized remote tools for product failure analysis, driving timely resolutions and minimizing downtime.
- Operated independently under limited supervision, adhering to administrative policies and escalation procedures.
Customer Engineer / Account Manager
EMC Corporation
01.2001 - 11.2006
- Configured, installed, upgraded, and maintained EMC Symmetrix and Clarion storage arrays and hardware systems.
- Managed on-site installation of new equipment to enhance operational capabilities.
- Diagnosed and resolved system malfunctions through remote and onsite troubleshooting.
- Conducted regular preventive maintenance checks to ensure optimal system performance.
- Maintained accurate service records to ensure compliance with company policies and standards.
- Prepared account notebooks, tools, spare parts, and personal test equipment for efficient operations.
- Assisted in developing customized solutions to meet diverse customer requirements.
- Utilized strong interpersonal skills to cultivate customer relationships, fostering loyalty.
Education
Associate of Applied Science - Computer Technology / Information Systems
Heald College
Milpitas, CA11-1999
High School Diploma -
South High School
Bakersfield, CA06-1990
Skills
- Account management, Customer service and support
- Troubleshooting and System diagnostics, Advanced troubleshooting
- Remote diagnostics, Remote desktop services, Remote technical support
- Ticket support system management Incident management
- Hardware configuration and setup, Hardware upgrades,
- Software installation, Application installations, Server maintenance
Timeline
Technical Support Specialist III
Kern County ITS
04.2013 - Current
Schedule & Dispatch Specialist
EMC Corporation
11.2006 - 02.2013
Customer Engineer / Account Manager
EMC Corporation
01.2001 - 11.2006
Associate of Applied Science - Computer Technology / Information Systems
Heald College
High School Diploma -
South High School
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