Elvis Kiprop
Winnipeg
Summary
Experienced and adept Field Service Technician and IT support professional with over 5 years of expertise in delivering top-tier customer service and technical support. Skilled in diagnosing and resolving hardware and software issues, ensuring optimal performance, and nurturing professional relationships with customers. Proficient in connectivity troubleshooting, hardware repair, and network infrastructure installation. Known for maintaining data integrity and implementing backup and recovery plans. Exceptional communicator committed to delivering exceptional customer care and maintaining a safe and organized work environment. Exhibits a positive and professional attitude while working independently and collaboratively to achieve common objectives. Proven track record of providing prompt and courteous technical support, ensuring high levels of customer satisfaction through effective problem-solving and timely responses.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Field Service Technician
BFG Enterprises Services
02.2024 - 02.2025
- Identify and repair hardware issues in a POS environment in the retail and Scanners, scales, pinpads, printers, and Workstations
- Ensure all on-site support services and repairs are completed to the required quality levels and document work
- Maintain a safe and organized work area by following safety policies and procedures
- Be available for travel on short notice to troubleshoot at customer sites within the assigned area
- Work rotational shifts (days, afternoons, evenings, and weekends) including rotational stand-by 24/7
- Prepare field reports as required and Liaise with the support on escalated issues
- Install, fish, dress cross connect, and terminate UTP, co-axial, and fibre optic cables
- Maintained a high level of professionalism in all interactions with clients, consistently receiving positive feedback for exceptional service
- Troubleshoot cabling, hardware and network-related issues in the field and Operate hand and power tools (e.g.,Drills)
- Responded quickly to emergency maintenance requests for timely on-call support
- Exhibit a positive and professional attitude and behavior at all times
- Interact and communicate respectfully with the customers
- Work independently and collaboratively with other team members to achieve common project/site objectives
Service Technician
IdealPos
07.2023 - 02.2024
- Established and nurtured professional relationships with customers and vendors
- Proficient in diagnosing remote issues, encompassing hardware like printers, cash drawers, PCs, terminals, and software
- Proficient in handling a variety of CCTV equipment, including cameras, DVRs, and associated networking components
- Capable of performing on-site visits to resolve hardware and software problems
- Proficient in recording customer information to support invoicing and ensuring customer contentment
- Raspberry Pi assembly, electronic components integration
- Explained diagnostic findings to customers and outlined repair or service options
- Installed new equipment and explained operation and routine maintenance protocols to customers
Sales/Computer Technician
Dojo Repairs
07.2021 - Current
- Interact with clients in a friendly and professional manner, both in-person and over the phone
- Installed and configured new computer hardware and software
- Install, configure, and update software applications and operating systems
- Educate clients on the status and condition of their devices and systems
- Diagnosed and resolved hardware and software issues
- Developed and implemented a backup and recovery plan that ensured data integrity in the event of system failure
- Created an inventory tracking system to monitor and manage computer assets
- Keep clients informed of progress and updates throughout the troubleshooting process
Customer Service / Computer Technician
Mission Repair Centre
03.2020 - 06.2022
- Analyzed customer service data to identify and address customer service issues, resulting in improved customer experience
- Analyze client-reported issues, identify root causes, and implement effective solutions
- Escalate complex technical issues to senior technicians or appropriate departments
- Maintain accurate and detailed records of client interactions and technical resolutions
- Collaborate with team members to share insights and contribute to problem-solving discussions
- Ensure all repaired devices meet quality standards and perform necessary testing
Technical Support Representative
Shaw communication
08.2018 - 09.2019
- Provided prompt and courteous technical support to customers via phone, email, or chat
- Guide customers through step-by-step solutions, ensuring clear understanding
- Analyze and identify the root cause of technical issues reported by customers
- Maintain up-to-date knowledge of our products, services, and technical specifications
- Document customer interactions and technical solutions accurately
- Ensure a high level of customer satisfaction through effective problem-solving and timely responses
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference
Education
Diploma in Network And Computer Technology -
Manitoba Institute of Trade And Technology
Winnipeg, MB01.2018
Ricoh Certification - Ricoh Office Technology Foundations Part 1
Ricoh
Winnipeg, MB01.2024
No Degree - SQL For Data
Udemy
Winnipeg, MB01.2024
Skills
- Amazon Cloud Solutions
- Hardware and Software Troubleshooting
- Computer Installation Expertise
- PC Assembly Expertise
- Web Service Development
- Advanced Skills in Microsoft Office
- Cloud Infrastructure Management
Certification
- Amazon Web Services (AWS) Certified Solutions Architect
- CompTIA Certification
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
English
Timeline
Field Service Technician
BFG Enterprises Services
02.2024 - 02.2025
Service Technician
IdealPos
07.2023 - 02.2024
Sales/Computer Technician
Dojo Repairs
07.2021 - Current
Customer Service / Computer Technician
Mission Repair Centre
03.2020 - 06.2022
Technical Support Representative
Shaw communication
08.2018 - 09.2019
Ricoh Certification - Ricoh Office Technology Foundations Part 1
Ricoh
No Degree - SQL For Data
Udemy
Diploma in Network And Computer Technology -
Manitoba Institute of Trade And Technology
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