SILVANO GONZALEZ
Meridian,ID
Summary
Dynamic IT Support Specialist with a proven track record at HDR Engineering, Inc., excelling in hardware troubleshooting and customer service. Expert in operating system installation and software upgrades, I effectively resolved complex technical issues, enhancing system performance and user satisfaction. Committed to delivering exceptional support and fostering positive client relationships.
Overview
9
9
years of professional experience
Work History
Computer Technician
Payless Computer Systems
Boise, ID
04.2010 - 04.2017
- Answered customer service calls and resolved issues quickly to return machines to operational status.
- Installed new systems and components according to service orders and manufacturer instructions.
- Offered repair or service options to help customers make decisions.
- Resolved customer complaints regarding the performance of their computers or other devices.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- Responded to or escalated tickets based on severity and internal policies governing responses.
IT Support Specialist
HDR Engineering, Inc.
Boise, ID
03.2008 - 03.2009
- Conducted specialized problem-solving for challenging technical systems.
- Provided support for software applications.
- Evaluated software or hardware to recommend improvements or upgrades.
- Maintained an inventory of all IT equipment in the organization.
Education
Comuter Networking & Technology - Information Technology
Stevens Henager College
Boise, ID11-2006
Skills
- Hardware troubleshooting
- Operating system installation
- Laptop repair
- Customer support
- Network configuration
- Software upgrades
- Telephone etiquette
- Customer service
- Remote support
- Verbal and written communication
References
References available upon request.
Timeline
Computer Technician
Payless Computer Systems
04.2010 - 04.2017
IT Support Specialist
HDR Engineering, Inc.
03.2008 - 03.2009
Comuter Networking & Technology - Information Technology
Stevens Henager College
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