Alan Peng Email & Phone Number

Tempe, Arizona, United States

• Efficiently resolved end user issues by providing technical assistance andtroubleshooting, resulting in an increase in user satisfaction and productivity.• Enhanced customer satisfaction by developing tailored solutions, resulting in an increasein positive feedback.• Led proactive communication between business proponents, stakeholders, and ITLeadership regarding assignments, resulting in streamlined processes and improvedcross-functional collaboration.• Enhanced customer satisfaction by training junior staff on troubleshooting, resulting in animprovement in end-user technical issue resolution.• Implemented proactive communication approach, resulting in a decrease in customerescalations, enhancing team productivity.

Phoenix, Arizona

• Provided technical support to medical staff, ensuring uninterrupted workflow and patientcare.• Utilized solutions-oriented problem solving techniques to streamline internal businessprojects, resulting in a reduction in project timelines. Improved operational efficiency andproject delivery.• Managed multiple small-scale healthcare technology projects independently, ensuringefficient completion and meeting all quality standards.• Maintained high level of technical knowledge, ensuring seamless integration of new ITapplications, leading to improved patient care and staff efficiency.• Implemented efficient customer service strategies, increasing satisfaction.

Phoenix, Arizona Area

• 24/7 on-call IT support• Provided support for hardware, networking, and software issues• Reinstalled Windows due to hard drive failure• Removed adware, spyware, and viruses on multiple occasions• Installed Microsoft Office and other software per the customer’s needs• Cloned hard drives to upgrade to SSDs• In charge of purchasing and installing hardware, software, printers, and other devices

Tempe, Az

• Colead a team of eight members installing a total of 3500 workstations; each workstation included one thin client, two monitors, keyboard and mouse, one USB hub, one phone, and a pair of wireless headsets• Unpacked appropriate hardware and software and then installed each at default or to custom specifications• Tested configured systems for appropriate functioning and troubleshot for any errors found• Completed all required documentation of installation including a quality assurance sheet to ensure accurate billing with respect to warranty contract, proper processing of defective products, and timely vendor returns and reimbursements• Followed customer PC system hardware and software specifications based on the configuration services being performed and the instructions supplied (on-line instructions, config. sheets)• Troubleshot malfunctioning units using efficient problem solving techniques and departmental procedures• Researched hardware and software literature to keep abreast of new product / service developments and announcements• Worked directly with client on difficult to solve problems or configurations

Phoenix, Arizona Area

• Answered inbound customer calls to resolve service issues while providing excellent customer service• Resolved all issues relating to Ring devices including wireless connectivity, mobile app issues, and hardware defects/issues• Provided support for internal agents through Slack as a Floorwalker• Performed Lead duties when one was not available

Phoenix, Arizona Area

• Answered inbound customer calls to resolve service issues while providing excellent customer service• Performed dispatch duties to include processing of escalated tickets, locates, payments, and dispatching of on-call technicians• Worked closely with Lead Technicians and the NOC to track and monitor outages• Peer mentored new trainees

Phoenix, Arizona Area

• Answered inbound customer calls to resolve service issues while providing excellent customer service• Performed dispatch duties to include processing of escalated tickets, locates, payments, and dispatching of on-call technicians• Worked closely with Lead Technicians and the NOC to track and monitor outages• Acted as back up Lead Technician• Trained new overnight associates• Transcribed the Overnight Tech I SOP• Spearheaded an up training document for Tech Is, detailing precise steps on how to properly identify and report an outage• Peer mentored new trainees• Nominated numerous times for employee of the month

Received inbound customer care calls for AT&T Uverse as a technical support representative. Resolve all customer issues including IPTV, DSL, and VOIP. IPTV troubleshooting including no picture and pixelation; DSL troubleshooting included no sync and wireless connectivity; VOIP troubleshooting included no dial tone and voicemail setup.

Received inbound customer care calls for Bell Canada as a DSL technical support representative. Resolved customer connectivity issues across multiple platforms including Apple OSX and all Microsoft Windows operating systems. Set up client email, utilized remote desktop, and escalated trouble tickets to proper departments as needed.

Maricopa, Arizona Area

Received inbound customer calls as a mobile computer repair technician. Resolved all computer related technical issues ranging anything from software/hardware installs to small home networking. Regularly performed Windows based virus/malware/spyware removal and software configuration.

Bachelor Of Arts, Game Art & Design

High School Diploma, Art/Art Studies, General