Gilbert Garcia Email & Phone Number

San Antonio, Texas Area

Inbound tech support for Wachovia employeesSupport US, India and Philippine users using VMwareAssist with connection to Ed VPN and remote accessProvided user support for Blackberry/Smart phones, Lotus Notes, Outlook, Citrix, Network printers, PC, Windows (XP Vista), Anti Virus, Home ISP connection, Learning connection, Novell, Active directory, Password.

San Antonio, Texas Area

• On site desktop support for hardware and software issues, Break/Fix help desk
• Took over and managed a team for an asset inventory project so the job can get done in the time allotted
• Lead technician on Windows 7 roll out and PC refresh project
• Help create reports and report out current SLA on tickets to understand the current workflow to see where we need to focus our energy
• Helped reduced SLA time on ticket closures and increased our users confidence for support
• Create/modify processes for deployment of PC’s to come up with a standard process and to be more efficient

Troubleshoot/Repair PC Hardware/SoftwareBuild new custom computers/servers for customersTroubleshoot wired/wireless networksRepair, clean printersInstall network components (routers, switches, modems)Troubleshoot server issues Windows server 2000, 2003, UnixLearning Unix SCO, AIX, Versyss, PCNTermRun daily back-upsInstall custom software for different.

Lead Development for new productsHelp Desk Support 1, 2Rollout team for installsCome up with solutions so our team works more efficientlyWork with software vender to fix bugs in the softwareSupport 200+ 7-11 stores with remote accessLearn new programs to control the storesLearn/program gas pumpsLearn new devices (Vlinx, DDC, DBox) for communication with.

Support, motivate, train team of customer service repsEnsure goals are set, met and exceeded Provided a positive attitudeHandled escalated concerns from customersMade sure that reps had the right knowledge to give supportGo to person for upper managementTeam consisted of techs 1-3

Trained 3 classes of temps for cable repair phone supportMet goals set by upper management to get reps on the phonesLearned about new equipment and procedures to teach reps Tech support 3 Dec 04Support residential and commercial customersEmail support for residential and commercialHandled escalated calls from tech 1 and 2Support Windows/Mac softwareSupport.

Tech support 3 Dec 04Support residential and commercial customersEmail support for residential and commercialHandled escalated calls from tech 1 and 2Support Windows/Mac softwareSupport connectivity for wireless devicesKnowledge of cable modems, phone modems (Arris, Motorola, SA)Routers (Cisco, Ambit, Zyxel, Netgear)Learned/supported new Digital Phone.

Troubleshoot systems and find solutionsExplained to customer about there systems problems Fix and upgrade computers/ printersCame up with ways where our bench worked like a team

Help and design company's web pagesWorked with graphics in Photoshop, Fireworks and Flash Helped set up data bases for customers pages and Cold FusionAssisted with the set up of the peer to peer network & web server

Monitor 58 Routers on NetworkTech support for 56 schools on networkFix computers around campusTroubleshoot networkLay cable for networkRun daily backups

A.A.S Degree, Computer/Network Electronics Technology

Associate Of Arts And Sciences (Aas), Computer Network Electronics Technology