Experience

• 

  Berkshire Hathaway Homestate Companies - Workers Compensation Division

  • Technical Support Specialist

• 

  Berkshire Hathaway Homestate Companies

  • Sacramento, California, United States

  • Technical Support Specialist

    • Sep 2018 - Present
    • Sacramento, California, United States

    • Consistently demonstrates expertise of commonly used technical support concepts,practices and procedures. Independently identifies,researches,and resolves complez service issues.• Ensures observered patterns of customer pain-points are esculated. Reviews historical incidents for signs of systemic issues in need of resolution.• Provides advanced support with requests for reported customer requests for assistance and complaints. Triages issues in a timely resolution. Thoroughly documents progress and provides continued updates to customer and management through resolution.• Reviews current process and recommends improvements for improved efficency. Updates installation guides and workflow processes in kind. Provides training on updated processes.• Creates disk images for desktop and laptop computers.• Installs and maintains hardware and peripheral components such as monitors, keyboards, printers and scanners on end user premises.• Installs phone systems and provides technical phone support to onsite and remote users.• Loads and provides training on approved software applications such as operating systems, Microsoft office, in-house applications, ect.• Replaces/repairs defective hardware or damaged software packages.• Provides tutorials as necessary on how users access our systems remotely using OWA,VPN,and/or citrix.• Creates Active Directory and Exchange user accounts with a focus on security

• 

  Apple

  • Elk Grove, California, United States

  • Applecare Advisor

    • Oct 2016 - Sep 2017
    • Elk Grove, California, United States

• 

  IPCFix

  • 1014 4th Street Sacramento, CA

  • Computer Repair Tech

    • Apr 2014 - Jul 2014
    • 1014 4th Street Sacramento, CA

    Diagnosing and Repairing Laptop, Cell phone, Tablets, and Desktop computers. Answering Phone lines to provide customers with support and to let them know pricing along for calling for pick ups. Talking to customers directly to explain in a simple and non-technical way what was wrong and how it was resolved.