Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Work Preference
Timeline
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Ricardo Cedillos-Douglas

Ephrata,WA

Summary

Energetic Field Service Engineer with an 8+ year background performing hundreds of repairs, installations and troubleshooting. Committed to providing optimum service support through phone and personal visits. Proficient in investigating and troubleshooting common problems and providing efficient, courteous and professional repair services. Skilled at training and mentoring field service personnel to troubleshoot and correct IT related problems, consistently meeting or exceeding expectations. Well-versed in safety practices and gear, documentation requirements and compliance standards for the tech industry.

Overview

10
10
years of professional experience
1
1
Certification
2
2
Languages

Work History

Data Center Support Technician

TEKsystems
Quincy, WA
03.2024 - Current
  • Established strong relationships with customers through clear communication and consistent follow-up on outstanding issues.
  • Collaborated with engineering teams during product development phases to provide valuable insights from a field service perspective.
  • Performed onsite installation, modification and maintenance of systems and equipment.
  • Reduced downtime for clients by swiftly addressing technical issues and performing routine maintenance on servers.
  • Assisted with the planning and execution of large-scale infrastructure upgrades, ensuring minimal disruption to client services.
  • Maintained accurate inventory records for all data center equipment, facilitating efficient resource allocation and procurement decisions.
  • Dressed and labeled cables for easy identification and traceability.
  • Moved and installed shelves, power strips, rails, servers, switches and other equipment.

Field Service Engineer

Unisys
12.2021 - 03.2024
  • Performed onsite installation, modification and maintenance of systems and equipment.
  • Scheduled service calls according to customer location and urgency of need.
  • Used diagnostic tools to identify hardware failures and replace non-functional components.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Imaged and prepared new computers for integration into company networks and systems.
  • Disassembled computers to perform diagnostics and check for repair needs.
  • Moved and installed shelves, power strips, rails, servers, switches and other equipment.
  • Accepted tasks and documented status using ticketing system, time reports and email.
  • Maintained technology equipment performance by configuring, diagnosing and repairing hardware.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Worked and had access to over 15 data centers.

Technical Support Representative

IFiBER Communications
09.2018 - 12.2021
  • Provide customers with knowledge needed to get their internet working again, such as; router issues ,speed tests, pings, etc
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Translated complex technical issues into digestible language for non-technical users.
  • Assisted customers with product selection based on stated needs, proposed use and budget.
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to customer technical support needs.
  • Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
  • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
  • Created and administered profiles and accounts, also maintaining systems documentation.
  • Assisted computer users with technical issues remotely and at workstations.
  • Configured hardware, devices and software to set up work stations for employees.
  • Supported 20+ people in the office on a daily with technical needs or questions.

Data Center Technician

WeHash Technology
10.2014 - 12.2021
  • Moved and installed shelves, power strips, miners, switches and other equipment.
  • Conducted inventory control and reported stock or receiving discrepancies identified when comparing inventory records with physical items or received products and packing slip.
  • Entered device locations and cable connections into database.
  • Investigated hardware product issues involving materials and software and devised solutions.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Managed 1500 miners by myself.

Education

GED -

Onondaga-Cortland-Madison BOCES
Liverpool, NY
2009

Skills

  • Safety Procedures
  • End-User Training
  • Team Communication
  • Configuring Devices
  • Jobsite Support
  • Troubleshooting
  • Product Modifications
  • Communication and Networking
  • Hardware
  • Operating Systems
  • Software
  • Call Center and Help Desk
  • Office Productivity Tools
  • Technical Documentation
  • Problem Solving
  • Decision Making

Certification

Dell Client and Enterprise Certifications (unity, poweredge, vflex, powermax, isilon, powerscale, compellant, and many more)

Quantum iScalar Certified

Asus Client Certified


Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Part Time

Work Location

Remote

Important To Me

Career advancement401k matchFlexible work hoursWork from home optionWork-life balance

Timeline

Data Center Support Technician

TEKsystems
03.2024 - Current

Field Service Engineer

Unisys
12.2021 - 03.2024

Technical Support Representative

IFiBER Communications
09.2018 - 12.2021

Data Center Technician

WeHash Technology
10.2014 - 12.2021

GED -

Onondaga-Cortland-Madison BOCES

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