Trent Owens
Roy,UT
Summary
A determined problem solver who is an experienced computer technician with over 14 plus years' experience in the field. Eager to prove myself as a leader, A+ plus certified, and have outstanding customer support skills. Knowledgeable professional bringing several years' experience in helpdesk support, network administration and device support. Competent in using technical skills and root cause analysis techniques to resolve failures and maintain user productivity. Desire for long-term position with room for career advancement.
Overview
20
20
years of professional experience
Work History
Data Center Technician
WebNX
Ogden, UT
01.2023 - 01.2024
- Install, configure, test, troubleshoot and maintain server hardware & operating systems.
- A typical day involves assembling & disassembling servers, handling support tickets, troubleshooting systems, and server rack setup.
- Upkeep proper documentation.
- Setup & prepare server rack space, such as switches, rails, cables, and similar.
- Act as a first point of contact for technical support.
- Create and maintain effective customer relationships, with customer satisfaction as the goal. Answering customer support tickets in a timely and professional manner.
- Other duties - Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
- Provided technical support to internal customers on a variety of IT issues related to the data center infrastructure.
- Conducted routine maintenance activities on servers, storage systems, networking equipment and other components located in the Data Center.
- Provided guidance and training to junior staff members who are responsible for day-to-day operations at the Data Center Facility.
Tech Lead
Advanced Brain Technologies
02.2012 - 05.2020
- Manage server, database, backups, organized files, and kept maintenance on them
- Data entry, prepared emails, assisted in managing website through WordPress
- Exhibit excellence in daily use of software such as: windows, PowerPoint, Excel, MS Word, QuickBooks
- Display outstanding customer support in assistance with the company website, app, Windows, audio equipment
- App support and development, iPod support troubleshooting, setup, loading locally, remotely, restoring
- Work in collaboration for company website design, testing, online tools development, troubleshooting, support
- Regularly shipping and receiving equipment, dealing with warranty, repair, warranty diagnostic, and create and track RMA (return merchandise authorizations)
- Display detail-oriented by setup, build, monitor online training, live courses, and ensure trainers had equipment working throughout and product prior to trainings
- Efficiently built, monitored, operated weekly zoom meeting held globally
- Display time management having monthly reports of new perspective customers in by exact date
- Help determine and write policy and procedures as technical documents
- Frequently setup and maintain workstations, peripheral configurations, upgrade, install internal computer components, relocation and set up all hardware system, as well as choose new computer purchases for company
- Collaboration with multiple third-party technicians at different and technology levels on more complex issues
- Demonstrate exceptionally skills at assisting customers with product installation, activation and troubleshooting of products
- Exhibit excellence in how to professionally handle upset customers.
Tier 3 Support Engineer
Microsoft
09.2009 - 09.2010
- Efficiently represent Microsoft and communicate with corporate customers via telephone, written correspondence, electronic service and in person regarding and finding solutions for technically complex problems identified in Microsoft software products
- Exhibit skills to solve highly complex level of problems involving broad, in-depth product knowledge, product specialty as well as support of product line frequently requiring the highest level of customer skill
- Demonstrate accountability for competently managing the relationship with customers and thoroughly documenting the cases
- Work in partnership on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues
- Actively report software bugs and customer suggestion to the product group
- Write and update technical documentation for knowledge base.
Resolution Specialist
Dell Computers
11.2006 - 07.2009
- Proficiently provide second tier technical support on Dell supplied products and/or peripherals using documented procedures and available tools
- Provide second tier technical support on Dell Supplied software and applications to the point of installation and basic use, and/or to the level of service appropriate to the warranty offered on the product
- Skillfully use troubleshooting techniques and tools to identify technical defects/issues
- Actively support customer in all aspects through problem resolution, keeping the customer informed and updated throughout life of incident
- Display time management skills with schedule adherence to ensure overall service level targets are achieved
- Identifies and provides input on unique or recurring customer problems
- Proficient knowledge of all legacy operating systems and Dell supplied applications
- Knowledge and understanding of policies and procedures and the ability to determine course of actions based on given guidelines
- Strong ability to analyze and solve technical problems by investigating potential solutions using troubleshooting skills
- Demonstrate great organizational, interpersonal, telephone and customer handling skills
- Ability to learn new products and technologies.
Store Manager
Wind River Petroleum
02.2004 - 11.2006
- Determine staffing requirements, schedules, train, and coach employees to maximize performance in customer service, daily tasks such as stocking and receipt tracking
- Implement promotions to drive up store revenue
- Handle all payroll, cash flow, and bookkeeping
- Inventory management, delegating work tasks, set, and maintained sale goals
- Identify potential for loss and develop tactics to eliminate it
- Communicate regular with district and regional managers
- Increase customer satisfaction, took the store from losing money to generating income
- Demonstrate dedication by putting in many personal hours to fix, clean, organize the store.
Education
Dell CBG Resolution Specialist -
Dell Computers
03.2008
Dell Tier 2 Technical Support -
Dell Computers
12.2006
CompTIA A+ Certification -
Comptia.org
11.2006
General Education Development -
Weber State College
12.2004
Skills
- 14 year(s) experience in systems development, network operations, software support or IT consulting
- Microsoft Product experience
- PC Hardware knowledge
- Windows Operating System: windows XP, Windows Vista, Windows 7, Windows 8, Windows 10, OS imaging
- TCP/IP and general networking skills
- Supply Chain Operations / Logistics
- Windows Networking
- Excellent demonstrated customer service skills
- Received multiple promotions and raises due to display of customer service skill, dedication, customers' complements, and trouble shooting skills
- Work well in a team environment
- Analytical Skills, trouble shooting, problem solving skills
- Customer Focused Skills Technical Aptitude
- Ability to learn & share knowledge
- Good Communication Skills - Spoken and written (including technical writing)
- Cooling systems
- Performance Optimization
- IT support
- Disaster Recovery
- Maintenance and repairs
- Operating systems
- Power Distribution
- Procurement
- Incident Management
- Asset Management
- Capacity Planning
- Hardware diagnostics
- Server Management
- System Administration
- Failure resolution
- Written Communication
- Relationship Building
- Diagnostic Testing
- Professionalism
- Problem-solving abilities
- Staff Assistance
- Team Collaboration
- Problem-Solving
- Support Services
- Hardware replacement
- Effective Communication
- Hardware and Software Repair
- Network configuration
Timeline
Data Center Technician
WebNX
01.2023 - 01.2024
Tech Lead
Advanced Brain Technologies
02.2012 - 05.2020
Tier 3 Support Engineer
Microsoft
09.2009 - 09.2010
Resolution Specialist
Dell Computers
11.2006 - 07.2009
Store Manager
Wind River Petroleum
02.2004 - 11.2006
Dell CBG Resolution Specialist -
Dell Computers
Dell Tier 2 Technical Support -
Dell Computers
CompTIA A+ Certification -
Comptia.org
General Education Development -
Weber State College
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