Dave Tilney Email & Phone Number

Santa Clara County, California, United States

Technical Services Manager at ComputerCareLead multiple teams at Uber, ComputerCare Seattle, ComputerCare South San Francisco, and ComputerCare Headquarters Santa Clara.Worked with each team lead to ensure their teams were performing at the highest standards, set forth by their onsite host or our company standard. Held weekly meetings with team leads to discuss individual and team performance. Made sure each location was following manufacturer protocols for repairing devices.Worked with leads to maximize Apple Service Provider performance metrics, and increasing potential bonuses provided by Apple. Hire and train new leads for new locations. Tracked technician certifications. Ensure they were following the correct certification path set forth by the manufacturer. Weekly meetings with IT Director to discuss tech performance, team performance, potential bonuses, new company policy or procedures, and other issues or needs that may have come up throughout the weekResponsible for maintaining manufacturer certified tool inventory and ordering as necessary. Assist team leads with tech disciplinary actions or terminations as needed. As well as work with HR to create any re-training plans or termination paperwork. Worked with HR to create a more positive environment for all employees. Ensure leads were receiving the latest manufacturer service guide and repair procedure updates.Travel to onsite locations as needed for training and hiring purposes.Created complete Training and Process document for ComputerCare Headquarters new hire technicians. Meet with Apple reps at our headquarters and guide them through our building for technical inspections, safety inspections, and documentation inspections to ensure ComputerCare was following their process and procedure.Attend Manager workshops and training provided by HWK.Go onsite at anytime a customer requested to start a new project or assist with a temporary project

Mountain View, California Area

Led a team of 10 Apple, HP, Dell and Lenovo certified techniciansLed a team of 3 iPhone and Google Pixel techniciansEnsured techs were following repair guidelines set forth by manufacturers. Provided all necessary tools and trainings to meet certification requirementsGive disciplinary actions where requiredResponsible for interviewing, hiring, and training new technicians.Track devices from multiple customers using Netsuite reporting and bi weekly cycle countsTrack technician output. Re-train as needed.Create escalation with manufacturers regarding part delays or technical troubleshooting.Create an Apple diagnostic server to send all repair diagnostic results to Apple. Configure and maintain server per Apple standard. Bi Weekly cycle counts to confirm all customer devices accounted for and in correct locations. Follow up and reconcile any missing or misplaced devices.Responsible for approving time off requests and bi weekly time card approvals.

Mountain View, California, United States

Led team of 8 Apple, HP, and Lenovo certified technicians at Google a site in Mountain View, CAManaged team device output and assisted techs where technical support was needed.Responsible for monthly cycle counts for over 10,000 Google owned devicesResponsible for investigating any missing devices.Prioritize repair of specific device types as needed by Google. Worked with onsite contractors and Google management to better processOpened escalations with manufacturers as needed to resolve technical or part shipping issuesTracked product life cycles and disposed of and retired as needed. Provide yearly reviews and give feedback to technicians.Provide any additional training and ensure all technicians are up to date on manufacturer certifications. Responsible for discipline or terminating underperforming technicians.

Palo Alto, California, United States

Provide in warranty and out of warranty hardware repairs to Mac and PC laptops.Work with manufacturers to provide tools, parts, and technical support.Accurately diagnose and repair high volume of computers from companies around the Bay Area, large and small. Provide phone and face to face support to customers.Offer training and work around solutions to resolve many different issues for our customers.Average 12 repairs per day output, accurately as to maintain customer trust in our service. Asked to take on more difficult repairs/diagnostics or talk with more difficult customers.

Chico, California, United States

Lead a team of 7 Apple, HP, and Lenovo certified technicians at Facebook storage warehouse.Responsible for performing my own repairs, as well as ensuring techs were following all processes and procedures set forth by ComputerCare and Facebook.Responsible for training new techs, providing tech support to all techs.Ensured technicians stayed up to date on certifications. Ensure all techs have proper equipment, tools, and training. Responsible for hiring new techs and disciplinary actions.Worked with onsite contractors and Facebook management to streamline processes.Perform cycle counts and meet with Facebook management to discuss any discrepancies and create a process to ensure all inventory is accurate. Responsible for logging and sending machines to e-waste that were either damaged beyond repair or had completed their lifecycle.Provide weekly reports to ComputerCare management on tech performance and weekly output averages.

South San Francisco, Ca

• Provide second level support, on the Genentech campus, to over 10,000 users of all levels; including executives, scientists, and facilities workers. Deal with hardware and software issues on Apple and PC computers, printers, Avaya VOIP telephones and other related peripherals and devices.• Break down laptops, desktops, workstations and networked printers and replace damaged or defective parts utilizing parts in our current inventory or ordering parts from the manufacturer.• Recover data from defective and damaged hard drives, or hard drives with lost volumes and file system errors. • Maintain a queue of 10-20 calls assigned to me at any given time and as escalated by our queue manager and from the service desk.• Provide support to customers via email, telephone, remote desktop connection and onsite visits. Prioritize calls based on severity level and customer needs.• Diagnose and TCP/IP network connections.• Test hardware using manufacturer specific diagnostic software.• Generate highly detailed documentation of troubleshooting steps, customer interactions and repair resolutions in order to maintain an accurate record of repair history.• Keep track of the time required to complete a task; customer communication, travel, administration, diagnostic and repair.

South San Francisco, Ca

• Monitor Xerox network printers via Centreware.• Perform general maintenance, clear paper jams, replace ink and toner cartridges and install printer maintenance kits. • Create and close cases for all printers that are serviced.

Santa Clara, Ca

• Provide hardware and software support for remote HP sales representatives in the field and walk-ins.• Reimage and recover data, configure hard drives, install software and ship computers and hard drives back for next day delivery.• Maintain, track and configure over 100 loaner computer systems to be shipped to our field customers.

Santa Clara, Ca

• Ship new and repaired computer systems to customers using FedEx and Airborne.• Receive parts for technicians and return defective parts to the manufacturers.• Manage and track inventory of incoming computers and parts.• Ensure all parts and product quantities were accurate