John Garcia Email & Phone Number

Cypress, Ca

- Chief editor of troubleshooting documents and SOPs.- Highest level of escalation for troubleshooting/technical support in the NOC Service Desk- Create "Scope of Work" documents for field technicians in regards to new service contracts.- Manages all new Service Desk contracts- Main escalation point between field technicians and the Service Desk.- Identify/communicate technical trends between management and the Service Desk.- Work with engineering to report trends of failures/develop product enhancements.- Review cases classified as closed for technical accuracy.- Troubleshoot and configure Servers and NAS units remotely.- Troubleshoot RAID issues remotely.- Troubleshoot and configure digital projectors remotely- Troubleshoot and configure laser projectors remotely- Troubleshoot and configure digital signage devices remotely

Cypress, Ca

- Handle escalations of cases that cannot be resolved by Service Desk Technicians.- Create and edit troubleshooting documents and SOPs.- Troubleshoot Servers remotely.- Troubleshoot Network Attached Storage devices remotely.- Troubleshoot RAID issues remotely.

Cypress, Ca

- Troubleshoot Servers remotely using linux commands- Troubleshoot NAS devices remotely- Troubleshoot RAID issues remotely- Troubleshoot digital projectors remotely- Use RDP, Putty, Tightview VNC for remote connections- Handle a high volume of inbound/outbound telephone calls and emails to customers.- Escalation of technical issues that cannot be resolved or are not included in the Service Desk Technician troubleshooting SOP to Service Desk Analysts. - Follow up on cases escalated to the Service Desk Technician to ensure the case is progressing to resolution. - Case management consisting of opening new cases with proper classification, reviewing open cases, inquires to other responsible parties for updates of open cases, communication to customers of status updates, owning cases that exist in the respective queue(s).- Maintain cases by ensuring they are up to date and constantly being worked to get the issue rectified. - Adaptability to change – Standard Operating Procedures and requirements by our customers are ever changing. When the need arises, you will be required to modify existing or utilize new processes as instructed by department management.

• Answers technical support related questions and resolves technical problems using in-house computers, company software, in-house knowledge base, and third party connection software• Answer and troubleshoot calls from all customer queues.• Creates trouble tickets and documents resolution steps in the ticket• Maintain detailed and up-to-date notes on all customer tickets and assigned in-house projects, as well as accurately accounting for all time spent on customer tickets and assigned in-house projects. • Assist property personnel and fellow employees with technical support/product information issues in a professional, courteous and timely manner.• Assist with installing and configuring various hardware/software interfaces with property staff and/or assist their vendors as needed.• Assist with development and “Beta-testing” of new features, interfaces, and products from MSI/REMco Software as directed by supervision. • Determines if trouble ticket is billable or non-billable based on company policies and procedures.• Escalate issues by communicating escalation need through supervisor on duty and or next level of support in a timely manner to ensure expedient and complete solutions for MSI’s customers.

Phoenix, Arizona Area

• Provides network administration to include LAN troubleshooting and resolution.• Supports end-users with computer, network systems, and peripheral devices.• Manages the configuration and performance management of all PC systems and telecommunications.• Maintains passwords and file system security via group policies and Windows 2003 & 2008 Active Directory• Recommends hardware and software solutions and upgrades using established procurement processes.• Assists in the installation and updating of software, as well as the setup and troubleshooting of all equipment.• Installs, configures, monitors, and troubleshoots PC's and related hardware on Windows OS platforms( Windows XP/Vista/7)• Resolves Windows and Internet Explorer issues on desktop and laptop• Provides 1st level support to Information Technology Services• Enterprise Email End-User administration