Arvin Gonzalez

Support for MR/CT/MRI modalities. Primarily installs, services, maintains and modifies on systems. Siemens' imaging equipment at customer sites.

• Primary interface between user, customer, and management on system problems. • Support experience locations from OCR, Portal, and CraneView systems. • Provide support for hardware maintenance on all components of the system. • The system includes generators, power distribution, environmental control units, servers, dell PCs, switches, routers, and UPS. • Provide system configuration to improve system operation, hardware and software upgrades, deployments, documentation, and procedures. • Meet contractually required service level objectives to include response time and issue resolution time. • Act independently to determine methods and procedures on new assignment, and may supervise the activities of less experienced personnel.

Meeting with clients to determine requirements or problem. Remote desktop in to customers to resolve technical issues. Working with clients to plan timescale and the resources needed for the project. Clarifying client’s system specifications, understanding their work practices, and nature of their business. Traveling to customer’s sites, defining software, hardware, and network requirements. Identifying potential clients and building and maintaining contacts.

• Primary interface between user, customer, and management on system problems. • Support experience locations from OCR, Portal, and CraneView systems. • Provide support for hardware maintenance on all components of the system. • The system includes generators, power distribution, environmental control units, servers, dell PCs, switches, routers, and UPS. • Provide system configuration to improve system operation, hardware and software upgrades, deployments, documentation, and procedures. • Meet contractually required service level objectives to include response time and issue resolution time. • Act independently to determine methods and procedures on new assignment, and may supervise the activities of less experienced personnel.

•Communicate via phone, email and chat with internal and external users requiring assistance or information. Interpret clients needs and utilize appropriate software solutions and personal knowledge to identify possible resolutions. •Remote control desktops in order to resolve technical issues •Follow established procedures to handle inquiries and resolve concerns to ensure client satisfaction. •Handle client communications using incident handling, escalation, quality measurement procedures, and work instructions. •Use appropriate software solutions and computer systems to accurately document and track client contacts. •Adapt to changes in user demands, work environment, and changes to processes or requirements. •Perform other duties as assigned.

Under direction, perform end user technical support and consultation for microcomputers and routine maintenance on the network system. Install and configure microcomputer hardware, software, and peripheral printers. Diagnose, troubleshoot, and resolve microcomputer hardware, software, and connectivity problems for end users. Provide help desk assistance to users of City's systems, including but not limited to Microsoft operating systems, applications, and Citrix Metaframe Access Suite. Provide technical assistance in support of networked systems and maintaining the City's website.

Provided customer service and entry level LAN/WAN network. Proactively monitor and maintain network stability with software Observer and Intermapper. Provided telephone technical support. Responded to client inquiries concerning system and network operations. Performed entry level network troubleshooting to isolate and diagnose network problems. Assisted clients with setup and minor maintenance of equipment. Cross connect clients to their servers when requested. Assisted clients with cabling and wiring of equipment within the network operations center.

•Communicate via phone, email and chat with internal and external users requiring assistance or information. Interpret clients needs and utilize appropriate software solutions and personal knowledge to identify possible resolutions. •Remote control desktops in order to resolve technical issues •Follow established procedures to handle inquiries and resolve concerns to ensure client satisfaction. •Handle client communications using incident handling, escalation, quality measurement procedures, and work instructions. •Use appropriate software solutions and computer systems to accurately document and track client contacts. •Adapt to changes in user demands, work environment, and changes to processes or requirements. •Perform other duties as assigned.

Responsible for resolving issues related to customer merchandise ( PC/Workstations/Software issues, application issues, and other anomalies that may develop). Perform predetermined work assignments with detailed instructions. Follow established guidelines, procedures, and policies. Develop and implemented the most efficient and cost-effective solution. Work closely with management to prioritize business goals and information needs. Test and evaluate new product for future merchandise.

Responsible for resolving issues related to customer merchandise ( PC/Workstations/Software issues, application issues, and other anomalies that may develop). Perform predetermined work assignments with detailed instructions. Follow established guidelines, procedures, and policies. Develop and implemented the most efficient and cost-effective solution. Work closely with management to prioritize business goals and information needs. Test and evaluate new product for future merchandise.