Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Rey Bautista

Seattle,WA

Summary

Skilled Help Desk Support/ Network and System Administration Specialist with over 6 years of experience. Dedicated to providing solutions by effectively communicating with the customer, suppliers, account managers and field technicians. Strong at troubleshooting, diagnostic skills and repair abilities with a high commitment to problem solving. Experience with Windows 10 and Windows Servers and configuring computers, peripheral devices to ensure all drivers are updated. Eager to contribute to team success, motivated to learn and grow and excell in Information Technology field.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Help Desk Top Support/Administrator

Xerox
Renton, WA
01.2022 - Current
  • Addressed user customer service concerns and help integrate help desk ticketing platform of Client. Escalates problems to specialist team members as needed.
  • Acts as the Supporting interface to all Client locations for Management and Supporting issues.
  • Manages and monitors all facets of the equipment fleet Program for supplier and Client.
  • Monitors parts, supplies and onsite inventory.
  • Monitors Call / Support Center activity to ensure service calls are met.
  • Coordinates and tracks equipment moves, removals, and installations.
  • Configured hardware, devices and software to set up Printer stations for Client.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Followed up with Clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Act as an advocate for the Client in all matters concerning the fleet and provides analysis, reporting and other support as Required.

Printer Maintenance Service and Printer Support

Ricoh USA
Seattle, WA
06.2021 - 01.2022
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Researched product and issue resolution tactics to address customer concerns.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Provided basic end-user troubleshooting and desktop support.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Monitored systems in operation and quickly troubleshot errors.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Configured hardware, devices and software to set up printer stations for employees.
  • Patched software and installed new versions to eliminate security problems and protect data.

Tech Support

EcoATM Gazelle
San Diego, California
12.2018 - 01.2022
  • Provided on-call support for Technicians on the field, resolved issues related to computer hardware, software, router, printer on the ecoATM Kiosk.
  • Documented all transactions, support interactions in system for future reference.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Responded to telephone, email and in-person inquiries regarding operation, use and repair.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Analyzed and run diagnostic issues to identify problems and use appropriate troubleshooting methods needed for quick remediation.
  • Configured hardware, devices and software to set up work stations for technicians.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Updated documentation and produced reports.
  • Built and provided basic end-user troubleshooting and desktop support on Windows.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Rolled out software updates and applied server patches to thwart threats from penetrating networks.
  • Trained users on how to operate components and systems.

Retail Sales Associate

Time Warner Cable
Lake Elsinore, CA
11.2013 - 07.2014
  • Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.
  • Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
  • Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
  • Issued receipts and processed refunds, credits, or exchanges.
  • Trained new associates on cash register operations including opening, conducting customer transactions and balancing drawer.
  • Used POS system to process sales, returns, online orders and gift card activations.
  • Prepared and submitted end-of-shift reports using Kronos.

Sales Manager

AT&T Mobility
Hemet, CA
10.2006 - 04.2013
  • Initiated new sales and marketing plans for product roll-outs, including developing sales, distribution and media strategy.
  • Organized promotional events and interacted with community to increase sales volume.
  • Increased monthly gross sales from new customers and upgrades exceeded goals for sales, revenue and profit margins.
  • Resolved customer issues quickly and managed accounts to increase sales and meet quotas.
  • Handled all customer relations issues pleasantly, enabling quick resolution and client satisfaction.
  • Held weekly meetings with representatives to identify techniques to overcome sales obstacles.
  • Monitored metrics to assess performance and implement continuous improvements for each representative.
  • Identified, hired and trained highly-qualified staff by teaching best practices, procedures and sales strategies.
  • Accomplished sales goals and boosted revenue through product knowledge and customer relationship management.

Education

Information Technology

California Technical Academy
Riverside, CA
2020

Associate of Science - Network And System Administration

ITT Technical Institute
Corona, CA
06.2016

Skills

  • Technical Support
  • Software Installation
  • Product Knowledge
  • System Administration
  • Troubleshooting Technical Issues
  • Hardware and Software Configuration
  • Network Troubleshooting
  • Computer Troubleshooting
  • Hardware Troubleshooting
  • Hardware and Software Installation
  • Customer Accounts Management
  • Resolving Problems and Incidents
  • Work Orders
  • Account Administration
  • Troubleshooting Network Issues
  • Microsoft Certification
  • Help Desk Support
  • Software Patches
  • New Installations
  • Daily Workflows
  • Customer Satisfaction
  • Tracking and Documentation
  • Collaborative Team Player
  • Issue and Resolution Tracking

Certification

  • Certified in CompTia A+
  • Microsoft MCP

Timeline

Help Desk Top Support/Administrator

Xerox
01.2022 - Current

Printer Maintenance Service and Printer Support

Ricoh USA
06.2021 - 01.2022

Tech Support

EcoATM Gazelle
12.2018 - 01.2022

Retail Sales Associate

Time Warner Cable
11.2013 - 07.2014

Sales Manager

AT&T Mobility
10.2006 - 04.2013

Information Technology

California Technical Academy

Associate of Science - Network And System Administration

ITT Technical Institute

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