Rachel McCreary
Martinez
Summary
Driven specialist with experience providing technical support and customer service to end-users. Proven track record of efficiently troubleshooting hardware, software, and network issues, developing user training materials, and creating user documentation. Adept in driving user satisfaction and creating long-term relationships with customers. Possesses strong communication, customer service, and analytical skills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Services Technician
Precision IT Consulting
05.2023 - Current
- Diagnosed and resolved hardware and software issues for diverse client systems.
- Implemented IT solutions to enhance operational efficiency across multiple projects.
- Provided technical support and training to clients, improving user satisfaction and system adoption.
- Developed documentation for troubleshooting processes and best practices for internal use.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
- Actively participated in continuous learning initiatives to stay updated on industry trends and advancements in technology.
- Collaborated with cross-functional teams to optimize IT infrastructure and service delivery.
IT Field Technician
Buchanan Technologies
01.2023 - 04.2023
- Diagnosed and repaired hardware and software issues on client PC’s and mobile devices using approved methods and processes.
- Installed hardware and software for clients.
- Completed necessary internal and client-related documentation as required on a daily basis.
- Installed/configured/repaired network and local printers.
- Trained clients on basic computer knowledge.
- Communicated and interacted with end users and internal staff to resolve IT-related issues
- Was accountable for ticket aging
- Had consistent visibility at multiple dealerships
- Acknowledged and escalated issues that were brought to my attention, but fell outside of IT support
- References Available Upon Request
Technical Assistant
Mills College
06.2018 - 09.2022
- Updated operating systems on older devices.
- Installed software as needed on various devices.
- Operated in both Mac and Windows systems.
- Performed installations and moves of personal and public computers.
- Managed multiple projects.
- Provided level 1 and 2 technical support to users.
- Ensured quick resolution of issues and escalated more complex technical issues.
- Answered questions and concerns regarding company products, services, and prices.
- Processed incidents and service requests through the Self-Service Portal, email, or phone.
- Performed routine and scheduled maintenance services.
Education
Bachelor of Science - Cybersecurity
San Diego City College
San Diego, CA06-2027
Skills
- On-Site/Field Support
- Troubleshooting Technical and Network Issues
- Experience in Various Ticketing Systems (ServiceNOW, ConnectWise, Sysaid, SmartIT, & AutoTask)
- Multitasking and organization
- Works Well Under Pressure
- Customer service
- Attention to detail
Certification
CompTIA A+
Timeline
IT Services Technician
Precision IT Consulting
05.2023 - Current
IT Field Technician
Buchanan Technologies
01.2023 - 04.2023
Technical Assistant
Mills College
06.2018 - 09.2022
Bachelor of Science - Cybersecurity
San Diego City College