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Work Background
HemmersbachField Engineer
Apr. 2024El Paso County, Texas, United StatesField engineer for HP and Lenovo Key Responsibilities: Diagnose and resolve hardware and software issues related to HP and Lenovo desktops, laptops, workstations, servers, printers, and peripherals.
Perform on-site installations, upgrades, and repairs of computer systems and peripherals.
Troubleshoot and resolve network connectivity issues.
Provide remote support to customers as needed.
Maintain accurate records of all service calls, repairs, and customer interactions.
Adhere to service level agreements (SLAs) and customer service standards.
Build and maintain positive relationships with customers.
Proactively identify and address potential issues.
Stay current on the latest technologies and product releases from HP and Lenovo.
HGS - Hinduja Global SolutionsVirtual Support Technician
May. 2023 - Aug. 2024El Paso, Texas, United States
Mural ConsultingTeam Lead
Nov. 2021 - Apr. 2023United StatesSupervisor for 17 ambassadors for Microsoft 365 Business Support (Microsoft Certified Partner).
Provide guidance to the team to meet specific quality goals set by Microsoft. Conduct interviews for
onboarding candidates and engage in peer development. Developing team culture to encourage consistent metrics.
Consistent Performance Track Record SSAT / CSAT
Trusted Mentor to team
The City of El Paso TexasSupport Services Specialist
Mar. 2020 - Nov. 2021El Paso, Texas AreaPoint of contact for city employees in the areas of software troubleshooting, remote support and
Onsite hardware/mobile device support. Providing World Class Customer Service Experience
Excellent Quality Customer Service Scores
Good Attendance / Adherence Record
Support.comTechnical Support Specialist
Jan. 2019 - Feb. 2020Point of contact for Comcast/Xfinity customers in the areas of Cable modems, network diagnostic,
telephony, routers and switches (2nd level support of Xfinity equipment).
Providing World Class Customer Service Experience
Excellent Quality Customer Service Scores
Good Attendance / Adherence Record
El Paso CountyService Support Specialist
Jul. 2018 - Jan. 2019El Paso, TexasPoint of contact for computer software / hardware support for the county and surrounding external
agencies.
Familiar with Tyler Products (Odyssey, Munis, Tyler Cashiering)
Excellence in Customer Resolution
Excellent Quality Customer Service Scores
Good Attendance/ Adherence Record
Kelly ServicesMac+ Senior Advisor
Jun. 2016 - Jul. 2018El Paso, Texas AreaPoint of contact of escalations for iOS / watchOS / Mac+ call queues for Apple Inc. in the areas of
mobile device support, portables and desktop ‐ Account security trained.
Familiar with Apple Connect / iLog / iCloud Support Tool
Excellence in Customer Resolution
Excellent Quality Customer Service Scores
Good Attendance/ Adherence Record
TeleNetworkTechnical Support
Jan. 2014 - Jun. 2016Point of contact for advanced technical support questions and issues in the areas of DSL
modems, networks ‐ routers and switches (enterprise) and Windows (all major versions) MAC OSX
and Linux browser and email client support for the Fairpoint Communications customer base in
Maine, Vermont and New Hampshire
Familiar with remote support software ‐ LOGMEIN.com
Knowledgeable in removal of virus / malware / malicious software
Excellence in Customer Resolution
Excellent Quality Customer Service Scores
Good Attendance/ Adherence Record
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