Adam Andrade Email & Phone Number

Sunnyvale, Ca

• Assist users with data migrations, data recovery, software installs and configuration of any applications or tools.• Perform break-fix tasks for both hardware and software issues to minimize user down time.• Provision hardware requests for tech refreshes, platform swaps and loaners while ensuring software compliancy.• Manage and track hardware assets such as desktops, laptops, monitors and mobile devices.• Create, solve, document, and escalate tickets through ServiceNow.• Deploy and install equipment for new hires, life cycle refreshes and various peripheral requests.• Configure and Maintain AST Gateway server for performing apple diagnostics.

Menlo Park, Ca

• Diagnosed and repaired desktops and laptops on-site giving the partner quick turnaround times.• Kept inventory and sent out weekly reports of every unit that was checked in, being repaired and returned.• Produced accurate estimates for repairs and gave invoices showing detailed notes on what has been performed.• Consistently ranked in the top 5 for tickets resolved in a team of 30+ technicians.

East Palo Alto, Ca

• Managed all technicians and ensured jobs were done properly and in a timely manner.• Verified all paper work was filled out and that agents were documenting their work procedures.• Performed manager overrides for work orders.• Created monthly business plans for hitting budget for expenses.• Performed hardware repairs. Replaced defective hard drives, RAM, optical drives, keyboards and more.• Provided excellent customer support and found solutions to a variety of problems.• Performed check-ins, which would consist of thoroughly inspecting the unit’s condition, verified and duplicated the stated issues and assisted with paper work• Managed the entire HP Repair program. Placed orders in to obtained replacement parts for all the technicians and oversaw all core parts that were returned in a timely manner to receive a credit.• Performed Virus removals, OS Installs, OS Repairs, software installs, data backups and more.

East Palo Alto, Ca

• Performed hardware repairs. Replaced defective hard drives, RAM, optical drives, keyboards and more.• Customer support, found solutions to a variety of problems.• Assisted customers over the phone to reduce the return/redo rate.• Performed check-ins, which would consist of thoroughly inspecting the unit’s condition, verified and duplicated the stated issues and assisted with paper work.