LeAn C Booth

South San Francisco, CA *****

Cell 425-***-****

acqt0e@r.postjobfree.com

SENIOR IT SUPPORT PROFESSIONAL

20+ years of ethical technical customer support as multi-skilled IT Professional with in-depth knowledge of architecture, systems and services. Providing customer focused support by successfully analyzing and resolving problems in a timely and accurate fashion. Ability to maintain a high degree of customer satisfaction measured through customer satisfaction surveys. A strong analytic and documentation skill set as well as having an eye for detail and able to multi-task under pressure. SKILLS

OS: Mac - Win XP - Win 7 - Win 8.1

MOBILITY: iOS 6 - iOS7 - ANDROID PLATFORMS – BLACKBERRY ( BES ) PROTOCOLS: TCP/IP - WAN - LAN – WIFI - CISCO VPN - VLAN - SUBNET- OKTA SERVERS: WINDOWS SERVER - WINDOWS DOMAIN - AD - LDAP - DNS - GPO - RAS - DHCP SCCM IMAGING - JAMF CASPER SUITE - MANAGED ENCRYPTION EXPERIENCE

ISS TECHNICAL SERVICES ENGINEER

RMS, Newark, CA (07/2014 to 05/2015)

Handle end-user requests; troubleshoot issues with hardware, software, applications and network

Provide technical support for Mac, Windows, iOS and Android devices, A/V systems, and basic network troubleshooting for all employees including senior executives

Support desktop and infrastructure technology migrations including Office 2013, Office 365, Mac OS,Windows 7 and Windows 8. PSS TECHNICAL SUPPORT

Asurion, Phoenix, AZ (03/2013 to 05/2014)

Provide exceptional customer service and technical expertise on inbound calls or other electronic input such as Website, CHAT or email from customers for the purpose of resolving issues.

Installing and backing up software to various cloud technology services, installation of OS via OTA via multiple BOX and Cloud technologies

Using various systems, applications and tools to facilitate device set up, education, and troubleshooting if a service or feature is inoperable. IT ACCOUNT ANALYST

Mytek Network Solutions, Phoenix, AZ (05/2012 to 03/2013)

Analysis & Troubleshooting Remediation including remote technical support services perform triage and troubleshooting for technical issues in an attempt to resolve specific problems with the existing applications, systems, or network devices.

Remote installing new software at the server level and setting up new profiles via AD on the client domain. IT TECHNICAL SUPPORT ANALYST/ENTERPRIZE CHANGE MGMT Health Net/ Sutter Health IT Rancho Cordova, CA (5/2008 to 4/2012)

Resolve or coordinate software problems, hardware and peripheral problems (IBM, VAX, HP, RS6000, AS/400, PC, MAC, printers, Modems, ICs), telecommunication problems(ACD, phone, Voice Data Circuits), Data-communication problems.

Reseteuser passwords and stop/start processes and jobs, printer procedure questions and printer queue problem determination & management

TECHNICAL SUPPORT ANALYST

Intel Corporation, Folsom, CA (10/2006 to 01/2008)

Provides customer support for technology, leveraging Remedy to track and perform necessary trend analysis of issues.

Provides tier 1 support including installing, configuring, troubleshooting, repairing, and upgrading of hardware or software on desktops, laptops, printers, scanners, and BlackBerry Devices

Provides technical assistance to computer users by answering questions or resolving computer issues in person, via telephone or remotely CERTIFICATION ANALYST

First Horizon Merchant Services, Englewood, CO (07/2003 to 08/2006)

Work with various credit card processing vendors with coding to Visa/MasterCard coding specs with SSL connection over URL.

Assist end user programmer with C++ or Visual C programming pertaining to proprietary card processing interface.

Check both Development and Production Tandem servers, make changes as necessary EDUCATION

BACHELOR OF SCIENCE: University of Phoenix, Denver, Colorado (1998) Computer Science Information Technology ASSOCIATE OF SCIENCE: Barnes Business College, Denver, Colorado (1995) Computer Science Information Systems

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