Sherwyn G Stephen

**** ********* ***, ***** ****, CA 90008

213-***-****

acfzvs@r.postjobfree.com

https://www.linkedin.com/in/sherwynstephen

SUMMARY

Extensive break/fix and customer service experience. Excellent troubleshooting ability in both remote and

onsite scenarios. Short hardware and software learning curve. Excellent oral and written communication

skills. Able to communicate effectively with users at all levels of technical expertise.

AREAS OF EXPERTISE

Hardware: Desktop/laptop troubleshooting and break/fix. IOS, Android and Blackberry configuration.

Software: POP, IMAP and Exchange email setup on PCs and mobile devices. MS Office. Symantec Ghost

Server. Active Directory. Hyper-V. Dameware. pcAnywhere. Microsoft Lync

Networking: TCP/IP, DNS, DHCP, VPN

Ticketing Systems: Right-Now. CA Service Desk. Remedy Force

OS Support: Windows XP, Windows Vista, Windows 7, Windows 8, Windows Server 2008, OSX

CERTIFICATIONS

CompTIA A+ May 2012

EXPERIENCE

Allscripts, Buena Park, Ca May 2013 to Present

Service Desk Analyst

• Provide support via email and phone for employees at Brown and Toland Medical Group, Alta Bates

Medical Group, My Health Medical group and external independent practices.

• Provide support for suite of Allscripts EMR products including Allscripts Enterprise EHR and

Allscripts Document Manager for corporate and external offices.

• Provide support for GE Practice Management software for corporate and external offices.

•Provide remote desktop, laptop and VDI support for corporate offices using Windows RDP and

Bomgar client including but not limited to network drive and printer mapping, application

troubleshooting and user configuration in Active Directory.

• Escalated issues to internal and offshore IT teams as needed.

• Provide support via email and phone for employees at PIH – Whittier and PIH – Downey hospitals,

PIH satellite clinics, and Bright Health Physician practices.

• Provide support for suite of Allscripts EHR products including Sunrise Acute Care, Sunrise

Ambulatory Care, Sunrise Document Manager and Sunrise Practice Management.

• Provide remote desktop, laptop, thin client and VDI support for corporate offices using

Windows RDP, pcAnywhere and HP Management console.

• Creation and configuration of health plan, network and EMR user accounts.

Geeksonsiteusa.com April 2013 to Present

Part-time PC Field Technician – 1099 Contract Position

• Travel to residence and business locations within Southern California area.

• Functions performed included, but not limited to: software installation, OS repair and upgrade, set

up file and printer sharing across local network, DSL/Cable setup, virus and malware removal and

file recovery.

New Horizons Computer Learning Centers, Culver City, Ca June 2012 to February 2013

IT Technician

• Provide on-site support for up to 100 users at Culver City and Burbank locations.

• Provide remote and phone support for up to 300 users company-wide as part of Helpdesk team.

• Monitor Helpdesk email account and field calls on dedicated Helpdesk line.

• Troubleshoot issues with office staff computers involving internet connectivity, roaming profile and

folder redirection, Outlook performance and other issues.

• Image classroom, instructor and learning lab machines for general use, application and technical

classes using Symantec Ghost Server.

• Configure network devices including multi-function machines, printers, routers and PCs.

• Updated IT team Wiki page with resolutions for commonly encountered problems.

• Remote support using Logmein, TeamViewer, Microsoft Lync, Join.me and Windows RDP.

• Process hire & fire documentation involving account activation and deactivation within Active

Directory, Exchange Server, Cisco Unity Administrator and company CRM.

• Troubleshoot and maintain Exchange 2010, DNS, DHCP and Domain Controller servers

housed on Hyper-V machines

Cyberdefender, Los Angeles, Ca July 2010 to May 2012

Technical Support Representative Level II – Help Desk Support

• Troubleshoot general and complex OS issues including but not limited to Windows OS

installation, registry, program errors and connectivity.

• Configure POP, IMAP and Exchange email accounts.

• Provide assistance and training as lead of 3-4 Level I techs on team.

• Average of 15 - 20 tickets successfully resolved on a daily basis.

Inner City Education Foundation, Los Angeles, Ca September 2005 – January 2009

Assistant Math Teacher

• Assist supervising instructor in lesson planning and presenting material for grades 9 - 12.

• Provide additional after-school instruction as needed.

• Subjects instructed: Algebra I, Algebra II, Geometry, Trigonometry, Pre-Calculus and Calculus.

Inner City Education Foundation, Los Angeles, Ca September 2004 – August 2005

Computer Technician

• Perform software and hardware maintenance, repair and upgrades on administrator, staff and

classroom computers at four campuses.

• Purchase hardware and software as necessary.

EDUCATION

Cal State University Los Angeles, Alhambra, Ca September 1999 – August 2005

Electrical Engineering Major

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