Robert Salgado
Sacramento,United States
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Desktop Support Technician
Golden 1 Credit Union
05.2023 - Current
- Installing and configuring hardware and software components to ensure usability
- Troubleshooting hardware and software issues.
- Upgrading entire system to enable compatible software on all computers
- Installing and upgrading anti-virus software to ensure security at user level
- Performing tests and evaluations of new software and hardware
- Providing support to users and being first point of contact for error reporting
- Establishing good relationships with all departments and colleagues
- Conducting daily backup operations
- Managing technical documentation.
- Worked with various systems, software peripherals, and various types of games.
- Purchased, setup and installed new computers.
- Configured hardware, devices, and software to set up workstations for employees.
- Enhanced helpdesk ticketing system, resulting in 85% reduction in support call turnaround time
Desktop Support Technician
Beacon Hill Staffing Group
01.2023 - 05.2023
- Installing and configuring hardware and software components to ensure usability
- Troubleshooting hardware and software issues.
- Installing and upgrading anti-virus software to ensure security at user level
- Performing tests and evaluations of new software and hardware
- Providing support to users and being first point of contact for error reporting
- Establishing good relationships with all departments and colleagues
- Conducting daily backup operations
- Managing technical documentation.
- Worked with various systems, software peripherals, and various types of games.
- Purchased, setup, and installed new computers.
Help Desk Technician
SAFE Credit Union
04.2022 - 01.2023
- Installing and configuring hardware and software components to ensure usability
- Troubleshooting hardware and software issues
- Ensuring electrical safety standards are met
- Repairing or replacing damaged hardware
- Upgrading entire system to enable compatible software on all computers
- Installing and upgrading anti-virus software to ensure security at user level
- Performing tests and evaluations of new software and hardware
- Providing support to users and being first point of contact for error reporting
- Establishing good relationships with all departments and colleagues
- Conducting daily backup operations
- Managing technical documentation.
- Configured hardware, devices, and software to set up workstations for employees.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Information Technology Service Technician
River City Staffing, Inc
10.2021 - 04.2022
- Installing and configuring hardware and software components to ensure usability
- Troubleshooting hardware and software issues
- Ensuring electrical safety standards are met
- Repairing or replacing damaged hardware
- Upgrading entire system to enable compatible software on all computers
- Installing and upgrading anti-virus software to ensure security at user level
- Performing tests and evaluations of new software and hardware
- Providing support to users and being first point of contact for error reporting
- Establishing good relationships with all departments and colleagues
- Conducting daily backup operations
- Managing technical documentation.
- Delivered network technology training to junior team members and end-users, enhancing knowledgebase and team productivity.
- Answered and triaged requests for assistance in order to provide top-notch support.
Help Desk Support Technician
Beacon Hill Staffing Group LLC.
09.2021 - 10.2021
- Assist physicians /patients / other clinical staff with education, training, and support activities related to successful video visit encounter
- This will include (not limited to), technical and scheduling support
- Assists patients/physicians with diagnosis and correction of problems encountered before, during, and after video visit encounter
- Ability to communicate effectively with patients and guide non-technical individuals through step-by-step process of downloading apps, configuration, etc
- To ensure successful video visit/data transfer of connected devices into electronic health record
- Proactively reach out to patients from daily call Q to ensure patients are prepared for video visits
- Work closely with department teams to provide technical and support services for UC Davis Health
- Telehealth / Connected Health platform
- Work in busy office environment with frequent interruptions
- Use computer equipment for extended periods
- Be able to work under pressure and follow instructions
- Ability to support Physicians, Patients, and other clinical staff with all level 1 telehealth needs
- Ability to work independently and generate solutions to common problems/configuration issues in
- Apple or Android devices
- Analysis and problem-solving skills to quickly assess problems, evaluate options and escalate to level(or leadership as necessary)
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Configured hardware, devices, and software to set up workstations for employees.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
Connected Health Support Tech
Beacon Hill Staffing Group
04.2020 - 09.2021
- Assist physicians /patients / other clinical staff with education, training, and support activities related to successful video visit encounter
- This will include (not limited to), technical and scheduling support
- Assists patients/physicians with diagnosis and correction of problems encountered before, during, and after video visit encounter
- Ability to communicate effectively with patients and guide non-technical individuals through step-by- step process of downloading apps, configuration, etc
- To ensure successful video visit/data transfer of connected devices into electronic health record
- Proactively reach out to patients from daily call Q to ensure patients are prepared for video visits
- Work closely with department teams to provide technical and support services for UC Davis Health
- Telehealth / Connected Health platform
- Work in busy office environment with frequent interruptions
- Use computer equipment for extended periods
- Be able to work under pressure and follow instructions
- Ability to Support Physicians, Patients, and other clinical staff with all level 1 telehealth needs
- Ability to work independently and generate solutions to common problems/configuration issues in
- Apple or Android devices
- Analysis and problem-solving skills to quickly assess problems, evaluate options, and escalate to level(or leadership as necessary)
- May require use of technicians’ own transportation to clinic site, support and training to clinical staff, supporting patients in use of MyChart patient portal
- (Please note that training on MyChart workflows and functionality will be provided by UC Davis Health)
- Work-from-home knowledge and base platform
- Maintained accurate patient charts and medical records.
- Cleaned and sterilized instruments, equipment, and surfaces.
Proactive Analyst/Team Leader
PrO Unlimited Inc.
08.2019 - 04.2020
- Monitor stability of key in-store technology by utilizing alerts, monitoring systems, and PowerBI reporting
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Examples of technology in scope are iPods, iPads, tablets, printers, and network connectivity
- When issue is detected, reach out to store to troubleshoot, resolve, or escalate as needed
- Document issues using ticket logging system
- Provide exceptional customer experience by being friendly, solution-oriented, and open-minded
- Be open to feedback to grow your performance and learn technology in our stores and impact of failures
- Scheduling Stores to analyst throughout day
- Mentor and 1 to 1 Meeting
- Provide Feedback and Assist Higher GMs when needed
Pro Support
Voxpro Group
03.2019 - 07.2019
- Contributes to team effort by accomplishing related results as needed
- Focuses sales efforts by studying existing and potential volume of dealers
- Services existing accounts, obtains orders, and establishes new accounts by planning and organizing daily work schedules to call on existing or potential sales outlets and other trade factors
- Answer incoming customer calls, monitor emails, and live-chat
- Assist customers via remote login
- Provide technical and troubleshooting assistance related to computer hardware and software, mobile devices and other tech tools and products
- Schedule customers for on-site appointments if needed
- Consult and quote clients on repairs and upgrades
- Communicate with technicians on schedule/customer changes
- Update customer database with customer information
- Provide excellent service and ensure customer satisfaction
- Maintain profitable and professional relationships with customers
- Maintain up-to-date knowledge about product information and promotions
- Attend training and educational programs for professional development
- Maintain and follow all company procedures and policies
- Remote into customers' computers and repair issues provided
- Produced and distributed internal and external communications.
Senior Support Specialist
Voxpro Group
10.2018 - 03.2019
- Provide Pro support to customers for infrastructure and product-related requests
- Provide support for order management and product pre-sales
- Investigate, resolve
- Working with internal systems will document each call via client ticket system
- Contribute to creating and updating support knowledge base, will have passion for learning and knowledge share
- Maintain and support quality and statistical standards at all times
- Working as part of team will work for both individual and group targets
- Provide excellent customer technical support, will strive for first call resolution with each case
- Process compliance documents and adhere to all SEC and FINRA regulations
- Developed and implemented training initiatives for new hires.
Tier 1 Technical Support Representative
Voxpro Group
02.2018 - 03.2019
- Investigate, resolve and/ or escalate issues to Senior Agent
- Maintain and support quality and statistical standards
- Provide first line support to customers for infrastructure and product related requests
- Provide excellent customer technical support
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Researched and identified solutions to technical problems.
- Investigate, resolve issues
- Maintain and support quality and statistical standards
- Provide last line support to customers for infrastructure and product-related requests
- Provide excellent customer technical support
Network Administrator
Ashby Communications
08.2017 - 02.2018
- Assist customers via remote login
- Provide technical and troubleshooting assistance related to computer hardware and software
- Schedule customers for on-site appointments if needed
- Provide excellent service and ensure customer satisfaction
- Maintain profitable and professional relationships with customers
- Maintain up-to-date knowledge about product information and promotions
- Attend training and educational programs for professional development
- Server Admin and maintaining quality service for businesses
Online Support Technician
Nerds On Call Computer Repair
12.2015 - 08.2017
- Answer incoming customer calls, monitor emails, and live-chat
- Assist customers via remote login
- Provide technical and troubleshooting assistance related to computer hardware and software, mobile devices and other tech tools and products
- Schedule customers for on-site appointments if needed
- Consult and quote clients on repairs and upgrades
- Communicate with technicians on schedule/customer changes
- Update customer database with customer information
- Provide excellent service and ensure customer satisfaction
- Maintain profitable and professional relationships with customers
- Maintain up-to-date knowledge about product information and promotions
- Attend training and educational programs for professional development
- Maintain and follow all company procedures and policies
- Remote into customers computers and repair issues provided.
Migration Technician
Insight Global Technology
07.2015 - 09.2015
- Unpacks appropriate CPU (Central Processing Unit), hardware, and software and then installs each at default or to custom specifications
- Tests configured systems for appropriate functioning and troubleshoot for any errors found
- Completes all required documentation of installation including quality assurance sheet to ensure accurate billing with respect to warranty contract, proper processing of defective products, and timely vendor returns and reimbursements
- Follows customer personal computer system hardware and software
- Configuration services are being performed and instructions supplied
- Complies with departmental training certification requirements based on configuration level
- Troubleshoot malfunctioning units using efficient problem solving techniques and departmental procedures
- Researches hardware and software literature to keep abreast on new product / service developments and announcements
- Works with Lead Technicians on difficult to solve problems or configurations
Education
Associate of Applied Science - Information Technology
Kaplan University
Davenport, IA06.2014
Skills
- Software and Hardware Issues
- Computer Hardware Knowledge
- Remote Support
- Employee Computer Support
- Resolve Technical Problems
- Software Installation
- Customer service expert
- Desktop support
Accomplishments
- HTML Fundamentals Course - Sololearn7989154
- Technical Support Fundamentals - Coursera
- CUXGLHVGXZ6U
- Working Remotely - LinkedIn
- Management Foundations - LinkedIn
- IT Security Foundations: Core Concepts - LinkedIn
- Windows 10: Troubleshooting for IT Support - LinkedIn
- CompTIA A+ (220-1002) Cert Prep 1: Getting Started - LinkedIn
- CompTIA A+ (220-1002) Cert Prep 2: Implementation Considerations - LinkedIn
- CompTIA A+ (220-1001 and 220-1002) Cert Prep: The Basics - LinkedIn
- Google Ads Video Certification
- Issued Jan 2021 - Expires Jan 2022
Certification
Google IT Support Specialization - Coursera
AEZQSQ9KYBQQ
Troubleshooting Common PC Issues for Users - LinkedIn
Coaching for Results - LinkedIn
CompTIA A+ (220-1001) Cert Prep 2: Microprocessing and RAM - LinkedIn
Robert Salgado - page 9
CompTIA A+ (220-1001) Cert Prep 3: Core Hardware - LinkedIn
CompTIA A+ (220-1001) Cert Prep 4: Storage and Peripherals - LinkedIn
Windows 10 Essential Training - LinkedIn
CompTIA A+ (220-1001) Cert Prep 7: Understanding Networking - LinkedIn
Additional Information
- Honors & Awards , Deans List Honors - Provost
Timeline
Desktop Support Technician
Golden 1 Credit Union
05.2023 - Current
Desktop Support Technician
Beacon Hill Staffing Group
01.2023 - 05.2023
Help Desk Technician
SAFE Credit Union
04.2022 - 01.2023
Information Technology Service Technician
River City Staffing, Inc
10.2021 - 04.2022
Help Desk Support Technician
Beacon Hill Staffing Group LLC.
09.2021 - 10.2021
Connected Health Support Tech
Beacon Hill Staffing Group
04.2020 - 09.2021
Proactive Analyst/Team Leader
PrO Unlimited Inc.
08.2019 - 04.2020
Pro Support
Voxpro Group
03.2019 - 07.2019
Senior Support Specialist
Voxpro Group
10.2018 - 03.2019
Tier 1 Technical Support Representative
Voxpro Group
02.2018 - 03.2019
Network Administrator
Ashby Communications
08.2017 - 02.2018
Online Support Technician
Nerds On Call Computer Repair
12.2015 - 08.2017
Migration Technician
Insight Global Technology
07.2015 - 09.2015
Associate of Applied Science - Information Technology
Kaplan University
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