Douglas Spak
Quakertown,PA
Summary
Experienced Field Service Technician with over 11 years of expertise in troubleshooting, maintaining, and supporting a wide array of systems, including POS systems, workstations, servers, and networking equipment. Equipped with a Bachelor's degree in Computer Information Systems, strong customer service skills, and proficiency in using industry-standard ticketing systems like Remedy and ServiceNow. Certified in CompTIA A+ and currently serving as a Level 2 Technician at HCLTech. Seeking to leverage technical acumen and problem-solving abilities in advancing technical support roles.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Field Service Technician Level 2
HCLTech - Ahold USA Account
05.2024 - Current
- Provide escalated support for complex technical issues across diverse systems, ensuring swift resolution and minimal downtime
- Oversee installation, configuration, and maintenance of advanced hardware and software, ensuring seamless performance
- Maintain high levels of customer satisfaction by delivering prompt, efficient service and clear communication
- Assist in training junior technicians to enhance team capabilities and knowledge-sharing
- Provide service to roughly 12 different retail locations in the service area
Field Service Technician Level 1
Ahold USA
10.2013 - 05.2024
- Maintained devices at 12-15 stores at any given time
- Maintained and repaired POS systems, self-checkout machines, workstations, laser printers, servers, and networking equipment
- Diagnosed and resolved complex hardware and software issues to minimize downtime and maintain service quality
- Delivered high-quality customer service by addressing technical inquiries and resolving customer issues promptly
- Ensured high customer satisfaction by adhering to service level agreements (SLA)
- Installed and configured new hardware and software components, ensuring compatibility and optimal performance
- Performed routine maintenance to keep systems operational and prevent issues
- Provided after-hours support through participation in an on-call rotation, addressing critical incidents to maintain business continuity
- Managed inventory of spare parts and equipment, ensuring accurate tracking and availability
- Utilized Remedy and ServiceNow for tracking service activities, documenting troubleshooting steps, and creating service reports
- Maintained accurate and up-to-date service records
- Followed company safety protocols and industry best practices to ensure a safe working environment
- Maintained compliance with all relevant regulations and guidelines
Education
Bachelor of Science - Computer Information Systems
Mansfield University of Pennsylvania
Mansfield, PA05-2010
Skills
- Advanced Troubleshooting & Problem Solving
- System Installation & Optimization
- Customer Service & Support
- Inventory Management & Control
- Service Level Agreement (SLA) Adherence
- Remedy & ServiceNow Ticketing Systems
- On-Call & Emergency Response
- Training & Team Mentorship
- Safety & Compliance Awareness
- Self-Direction & Initiative
Certification
CompTIA A+
Timeline
Field Service Technician Level 2
HCLTech - Ahold USA Account
05.2024 - Current
Field Service Technician Level 1
Ahold USA
10.2013 - 05.2024
CompTIA A+
Bachelor of Science - Computer Information Systems
Mansfield University of Pennsylvania
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