Rick Burson
Aurora,CO
Summary
Dynamic Field Service Technician with a proven track record at High Country Workplace Technologies, excelling in troubleshooting and repair. Known for exceptional customer service and problem-solving skills, I effectively installed and maintained complex systems, enhancing operational efficiency and client satisfaction. Committed to safety and continuous improvement in technical support.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Field Service Technician
High Country Workplace Technologies
08.2018 - Current
- Assisted in troubleshooting and repairing equipment at client locations, ensuring minimal downtime.
- Learned safety protocols and best practices for field service operations to maintain compliance.
- Utilized diagnostic tools to identify technical issues and recommend appropriate solutions.
- Supported installation of new systems, ensuring proper functionality and customer satisfaction.
- Documented service activities and maintenance records accurately for future reference.
- Collaborated with senior technicians to gain insights into complex repair processes and techniques.
- Responded quickly to emergency maintenance requests for timely on-call support.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Installed network cable and equipment.
- Programmed and installed telecommunication equipment.
- Troubleshooting of existing equipment
IT Technical Support Specialist
Seven Feathers Casino & Resort
08.2018 - 02.2020
- Resolved technical issues for end-users, enhancing overall system functionality.
- Provided comprehensive support for hardware and software troubleshooting, improving user satisfaction.
- Assisted in the deployment and configuration of network devices and systems for optimal performance.
- Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
- Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
- Developed comprehensive documentation for internal knowledge base, promoting self-service resolution for common issues.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Tested new software and hardware prior to deployment.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
Field Service Technician
Self Employed
08.2011 - 08.2018
- Engaged with customers professionally, addressing inquiries and providing clear explanations of services performed.
- Maintained a high level of professionalism in all interactions with clients, consistently receiving positive feedback for exceptional service.
- Increased customer satisfaction by providing prompt and efficient on-site support for technical issues.
- Operated hand tools and power equipment according to company safety procedures.
- Strengthened relationships with customers by understanding their needs and delivering tailored solutions that exceeded expectations.
- Provided technical support to troubleshoot, repair and maintain operational efficiencies in hydraulic, mechanical, and electrical systems.
- Troubleshot desktop computers and network equipment.
- Installed network equipment.
- Installed Computer, printers, and other devices.
- Installed network cable.
Education
Associate of Applied Science - Computer Information Systems
Umpqua Community College
Roseburg, OR06.2005
Skills
- Problem-solving
- Positive attitude
- Troubleshooting and repair
- Field repairs
- Customer service
- Preventive Maintenance
- Technical troubleshooting
- Mechanical aptitude
- Training and mentoring
- Customer training
- Power tools operation
- Repair and installation
- Courteous and professional
- Hardware and software installation
- System installation
- Network connectivity
- Device installation
- Equipment installation
Certification
Avaya Certified Service Technician
Mitel Certified Administrator
CJIS Security and Privacy Privileged Role Certification
DOJ Security Clearance
Timeline
Field Service Technician
High Country Workplace Technologies
08.2018 - Current
IT Technical Support Specialist
Seven Feathers Casino & Resort
08.2018 - 02.2020
Field Service Technician
Self Employed
08.2011 - 08.2018
Associate of Applied Science - Computer Information Systems
Umpqua Community College