Embed Size (px)
Citation preview
FELIPE FERNANDEZ 4000 W 88TH Street apt 104 Bloomington MN 55437 407-758-1697
FOCUS/MISSION STATEMENT To leverage my technical knowledge, problem solving and customer service skills
so I can successfully eradicate technological issues and challenges that plague users
in the IT world.
EXPERIENCE TECHNICAL SUPPORT SPECIALYST @ STRATASYS 01/2015 - Present
Telephone Support
Provide technical, telephone assistance to customers, distributors and field engineers
Provide software application support for customers installing and using Stratasys
software products
Diagnose hardware problems on Stratasys rapid prototyping systems, assess system
status, prioritize and determine the proper course of action
Follow up on all assigned calls on a daily basis
Dispatch calls to the field as necessary working with Field Service Manager
Maintain ongoing interaction with Stratasys customers and positively impact the
relationship between Stratasys and our customers
Provide accurate information through data entry into Customer Relationship
Management (CRM) database and Inventory Control database
Create tracking information in the CRM database on customer calls to the Technical
Support Call Center
L2 DESKTOP SUPPORT ANALYST @ BEST BUY CORP. 04/2014 - 01/2015
Provide end-user support via multiple communication methods (Phone, Email, Ticketing,
Remote, and desk-side)
Software and hardware troubleshooting and support using ticketing systems.
Manage internal and employee facing knowledge bases.
Work with Level 3 support on creation and maintaining customized desktop images.
Work with cross-functional teams to build out repair processes (VPN, Outlook,
Hardware, etc).
Help end user with account creation, administration, and maintenance as required.
Engage with cross-functional teams optimize operations and ensure programs achieve
business category goals.
Address needs, make recommendations, and provide business clients with repairs to
their work stations
Manage organization units and users, groups and computer objects within Microsoft
Active Directory
Accurately and swiftly provide high quality support for Windows and Mac desktop,
virtual, and mobile devices for clients in the enterprise, home, and small businesses
while self-managing productivity and client satisfaction
Install, configure and support software applications (Experience with Adobe, Apple,
Cisco, Citrix, Microsoft and Oracle)
DESKTOP SUPPORT ANALYST @ BEST BUY 11/2008 - 04/2014
Connect and communicate with clients using BREEZE, recommending
appropriate solutions based the client's description of their issue and
their own diagnosis.
Use enterprise CRM application(s) to look up, create, update and log
information for all calls handled.
Assessed client's technical problem and performed basic repair services or quick
fix based upon initial diagnosis.
(e.g., Network Power Cycle, settings adjustments, etc.)
Use of LIM Rescue to access client computers to perform diagnostic and repairs.
Schedule precinct In-Home services utilizing Geek Squad scheduling system.
Performed hardware and software based repairs.
Perfomed DATA recovery/transfers following client DATA privacy SOP.
Configured new units as per client needs. (Software installations,
hardware syncing and email setup)
Virus, Mal-ware, Spy-ware and Ransom-ware removals
Educated clients on new technology and Geek Squad services.
Kept clients with up to date reports about their repairs.
Managed high volume computer repair queue utilizing our CRM ticketing
system.
EDUCATION IN STITUTO D E BANCA Y COMERCIO 01/2007 – 12/2008 Technical Degree in Computer and Network managements and service.
UNIVERSISDAD DEL TURABO 08/2002 – 12/2007
Bachelor Degree in Computer Information Systems.
SKILLS Exellent troubleshooting and problem solving skills. Fast learner.
Windows OS, Mac OSX and MS-Office suite.
CERTIFICATIONS ACMT (APPLE CERTIFIED MACINTOSH TECHNICIAN)
