Erwin Navarro Email & Phone Number

Manteca, Ca, Us

Tracy, California, United States

Coordinates diagnoses and troubleshoots incoming end-user requests. Provides technical support services to end-users either local or remote with problems or issues related to information technology services including but not limited to: applications, workstations, conference rooms, collaboration services, and network services. Provides timely resolution of problems or escalation on behalf of end-users to appropriate next level of technical support personnel in alignment with established service level agreements (SLAs). Provides case status updates to management and end-users. Supports and maintains effective relationships with end-users. Maintains and updates records in tracking databases within established SLAs. Alerts management to emerging trends in incidents, problems, or issues. Provides second and third-level support to help resolve escalated issues at the Tracy office. Collaborates with other support groups within the organization to resolve cross-team technical issues and participate in cross-team projects. Provides technical phone and on-site support to an end-user community. Creates and/or present clear and concise written and verbal instruction and direction to end-users. Maintains and modify application management systems as changes are required. Provides support to mobile users, tasked by trouble tickets logged in the call tracking system by Help Desk personnel and Hardware Team management. Configures and supports the following equipment: radio frequency (RF) devices, approved printers, Zebra printers, desktops, and laptop PCs. Security Cameras. Installs Access Point at different locations at the warehouse.

Modesto, California Area

Onsite Desktop Support from Dell company providing technical support to internal users at Doctors Medical Center of Modesto. Responsible for resolving and troubleshooting hardware and software issues reported by staff via a ticketing system.

San Ramon, Ca

Responsible for technical and customer support operations in high-volume client-oriented environment. Successfully resolved technical issues involving network, hardware, Email Clients and, operating systems. Provided team lead support and training to peer customer service and technicians. Configured wireless router, home and office routers with direct IP, IP Mapping, and Port Forwarding. Smart Phone. Configured Security Camera. Efficiently worked in a multi-tasking service-oriented environment. Lead multi faceted clients, intercompany and outside vendors in a call center environment via inbound phone or chat rooms to troubleshoot and resolve Internet Service issues. Subject matter expert on Internet support for various Departments such as Network Outage Team, DSL Maintenance, Account Recovery Team, Retention.

San Ramon, Ca

Performed troubleshooting, installation and maintenance of customer connection lines to central office equipment. Provisioned Frame cell and ATM circuits. Used applications: TIRKS, SWORD, SOAC, ADMAN and circuit manager. Worked with product managers in the ICG department on major projects. Coordinated with Telco and ASI.

Hayward, Ca

Installed DSL service for customers. Expert with a wide variety of electronic station packages and electronic test equipment. Performed maintenance work and troubleshooting, configured routers and Internet connectivity. Installed CPE components to diverse computer system arrangements. Demonstrated excellent service to customers by providing efficient tutorial on DSL and network functionality. Operated company vehicle and used hand tools.

Hercules, Ca

Installed, maintained, performed troubleshooting and upgrades to computer hardware, software, personal computer networks, peripheral equipment and City-wide electronic mail systems; assessed user training needs and trains users in effective use of applications; made recommendations regarding hardware and software acquisitions; prepared documentation and provided user assistance to City staff; performed related work as required.

Associate Of Arts And Sciences (A.A.S.), Computer Science

Associate Of Arts And Sciences (Aas), Networking

Certification, Aircraft Maintenance Technology/Technician