Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Preston Chenault

Dallas,TX

Summary

Seasoned Support Specialist Expeditor and Installation Technician with a proven track record at Qmatic, adept in technical solution analysis and customer service excellence. Leveraged technical assistance and troubleshooting skills to enhance system efficiency and user satisfaction. Achieved significant reductions in downtime, demonstrating a strong ability to train and coach teams for optimal performance.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Support Specialist Expeditor

Qmatic
Duluth, GA
10.2020 - Current
  • Provided technical support to customers via phone and email.
  • Documented customer inquiries and resolutions in a ticketing system.
  • Analyzed computer issues, identified root causes, and implemented solutions.
  • Troubleshot hardware and software problems on Windows and Mac OS platforms.
  • Configured network settings for LANs and WANs.
  • Installed operating systems, applications, and related hardware components.
  • Assisted in the development of user training materials and FAQ documents.
  • Monitored server performance using various diagnostic tools.
  • Maintained inventory of spare parts, equipment, and other IT assets.
  • Coordinated with vendors for product ordering and delivery services.
  • Provided guidance to junior members of the team on best practices.
  • Identified and resolved issues to maintain connectivity and minimize downtime.
  • Responded to user inquiries about hardware and software, explaining features and resolving questions.
  • Maintained up-to-date knowledge of software and technical developments through reading and training.
  • Utilized enterprise desktop management tools to remotely assist others and deploy software.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Maintained positive working relationship with fellow staff and management.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Supervised and directed workers engaged in installation of data communication equipment and software.
  • Collected, analyzed and reported on data for use in operational planning.
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Evaluated software or hardware to recommend improvements or upgrades.
  • Referred major hardware or software problems or defective products to vendors or technicians for service.
  • Analyzed customer requirements, identified potential problems and implemented solutions accordingly.
  • Ensured timely delivery of goods to customers by coordinating with suppliers and carriers.
  • Provided assistance in resolving any issues or complaints related to product delivery or logistics services.
  • Traced missing material and shipments through vendor and customer communications.

Installation Technician

Qmatic
Duluth, GA
10.2015 - Current
  • Lead Traveling support Technician
  • (same roles as Custom Computer Cables job.

Installation Technician

Custom Computer Cables
Plano, TX
01.2010 - 10.2015
  • I traveled across America solo as a technician.
  • Hoisted, measured, tested and drilled for various products safely and efficiently.
  • Conducted detailed site surveys to determine optimal placement of equipment and necessary materials.
  • Provided emergency on-call support for critical issues, ensuring rapid resolution of technical problems.
  • Collaborated with sales teams to understand customer requirements and suggest appropriate technical solutions.
  • Participated in training sessions to enhance skills and knowledge in new installation techniques.
  • Installed and configured various types of technical equipment, ensuring operational efficiency.
  • Maintained detailed installation records and documentation for future reference and compliance.
  • Provided comprehensive customer training on equipment use and maintenance procedures.
  • Utilized diagnostic tools and software to identify and fix technical faults efficiently.
  • Troubleshot and resolved technical issues, minimizing downtime and maintaining high customer satisfaction.
  • Took measurements and evaluated dimensions of surrounding area to correctly install new machinery.
  • Adjusted, connected, or disconnected wiring, piping and tubing to complete repairs and installations.
  • Resolved customer complaints related to installation issues in a timely manner.
  • Verified that all parts were present before beginning the installation process.
  • Trained end-users on how to operate their newly installed systems properly.
  • Ensured that all cables were securely connected and labeled correctly during the installation process.
  • Provided feedback to supervisors regarding any potential problems encountered during installations or repairs.
  • Followed detailed instructions while installing new equipment in accordance with industry standards.
  • Tested completed installations to verify functionality and compatibility with other devices.
  • Updated system software as needed to ensure proper operation of the system.
  • Conducted regular maintenance on installed equipment to maximize uptime and prevent downtime.
  • Monitored system performance after installation to identify any areas needing improvement.
  • Diagnosed electrical faults in order to perform necessary repairs or replacements.
  • Replaced faulty components such as circuit boards, wiring, and connectors when necessary.
  • Assisted in training other technicians on best practices for installation procedures.
  • Worked with team members to install and maintain equipment.
  • Performed job tasks while complying with company's safety procedures and guidelines.
  • Repaired equipment with new parts and replaced inoperable items.
  • Dispatched to various sites to perform maintenance on failed equipment.
  • Enhanced customer satisfaction ratings by efficiently resolving technical, on-site and account issues.
  • Completed scheduled appointments on time to drive quality service.
  • Disassembled dysfunctional machinery to perform root cause analysis and repairs.

Education

Some College (No Degree) - General Studies

Idaho State University
Pocatello, ID

Some College (No Degree) - General Studies

Collin County Community College
Plano, TX

Skills

  • Technical assistance
  • Technical solution analysis
  • Training and coaching
  • Troubleshooting and diagnostics
  • AV technical support
  • IT ticket documentation
  • Technical background
  • Application installations
  • Software troubleshooting
  • Helpdesk operations
  • Debugging
  • Failure resolution
  • Ticket management
  • Desktop support
  • Technical equipment inspection
  • Helpdesk call support
  • Application support
  • Hardware maintenance
  • Patch management
  • Service support
  • LAN/WAN
  • Staff education and training
  • Technical issues analysis
  • Customer service expert
  • Support scenario generation
  • Complaint resolution
  • Support case resolution
  • Operating systems
  • User credential management
  • Instruction and training
  • Hardware upgrades

Certification

  • Certified Java Developer, 06/01/20
  • AWS Certified Solutions Architect, 09/15/21

Timeline

Support Specialist Expeditor

Qmatic
10.2020 - Current

Installation Technician

Qmatic
10.2015 - Current

Installation Technician

Custom Computer Cables
01.2010 - 10.2015

Some College (No Degree) - General Studies

Idaho State University

Some College (No Degree) - General Studies

Collin County Community College

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Preston Chenault