Donna Ohm MCP CSCA

**** *. ******** ***. ** *****

909-***-****

v0mpyv@r.postjobfree.com

Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills within a Help Desk support role. Works well independently or in a group setting providing all facets of computer help desk support such as troubleshooting installations and maintenance. In-depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing Customer and End-User Help Desk Support. Easily identify and resolve technical issues and concerns. Excellent communication and presentation capabilities. Knowledge of Help Desk best practices.

SUMMARY OF QUALIFICATIONS

Microsoft Certified Professional

HDI Support Center Analyst Certification

7+ years help desk/customer service.

7+years of troubleshooting network hardware printers databases & software.

5 + years of MSSQL 7.0 2000 2005 Access 2000 2003 & 2007.

7+ years of documentation of policies and procedures.

TECHNICAL SKILLS

• SOFTWARE: Windows desktop 98 NT XP 2000 Windows 7 DOS Window Server NT 4.0 2000 2003 Active Directory 2000/2003 (00 03 & 07 versions of the following software) MS Visio MS Power Point MS Publisher MS Office Suite MS Outlook NT Backup Backup Exec ArcServe QuickBooks 2008 Minimation Practice Management system CalMed Practice Expert Practice management system EZCAP Practice management systems OfficeMate Practice management systems TruckMate Navigator Premium Teller WebEx Remote Desktop Tandberg Video Conferencing Novell 4 NetMonitor Embarcadero DBArtisan Change Manager & Rapid SQL E/RStudio NetIQ Diagnostic Manager (Performance monitoring and Reporting) Crystal Reports 8.0 Norton Anti Virus Norton Ghost Office Scan VPN (Cisco) Track-It helpdesk software BMC Magic Cisco Call Manger Cisco Unity Voicemail Blackberry Enterprise Server 4.1 and Blackberry Desktop manager. Lotus Notes 6.5 & 8.5 CA Unicenter.

• DATABASE: SLQ Server 7.0 200*-****-**** Access 98/2000/2003 DB2 Centura/Gupta

SQLBase

PROFESSIONAL EXPERIENCE

4/2010 Present World Vision International (Pathways Consulting) Temporary Assignment

Help Desk Analyst:

Responsibilities: Track inventory asset management of users and technicians equipment. Take incoming calls and resolve issues and create ticket. Create tickets communicate with end users to help resolve issues. Configure laptops desktop IP phones and BlackBerry smart phones. Troubleshooting covers a range of issues from connectivity to virus attacks on systems. Configure and troubleshoot Lotus Notes. Support over 400 users both locally and abroad. Created Helpdesk check list for new hire installations as well as upgrades also a equipment receipt to assist with asset management tracking.

12/2009 4/2010 AeroTek (Forged Metals) Temporary Assignment

Help Desk Technican

Responsibilites: Take incoming calls asses customer complaint assist in resolving issue create ticket in SharePoint application. Install hardware (desktops laptops docking stations) project management (Created clone master image for Forge shop industrial computers). Created accounts in Active Directory and issued permissions for file folders. Installed and configured Windows 7 for general manager.

03/2008 12/2008 Vineyard Bank

Help Desk

Responsibilities: Helpdesk; take incoming calls assess customer complaint create work order initial troubleshooting; unlock accounts Cisco Unity and Active Directory 2003 troubleshoot Tandberg Video Conference Calls. Documentation of procedures and creation of IT related forms. Maintain and monitor Data Center Inventory created Access DB to keep track. Imaging of all laptops and Desktop for new hires. Inventory incoming equipment from branches and equipment returned from separations of employees. Maintain Disaster Recovery equipment at 4 sites. Service calls on all copier printers and fax machines return and setup check printers for all branches. Troubleshooting of a variety of Bank related applications created on several different platforms. Maintain inventory of blackberry devices. Call to activate data plans for new users. Set up and trouble shooting blackberry cell phones. Troubleshooting/support of one Mac (10x).

09/2006 02/2008 Dr. Robert Innocenzi

Ocular Technician/Computer Support

Responsibilities: Patient intake H&P VA Vitals assist doctor with surgical procedures. Integrated ocular equipment with proprietary application. Troubleshooting minor network database and application issues.

1/2001 - 03/2005 Physician WebLink/ Irvine CA

MSSQL DBA/Help Desk technician

Responsibilities: Helpdesk; take incoming calls assess customer complaint create work order dispatch work order to technician if problem could not be resolved on phone. Database; monitor database activity resolution of database bottleneck troubleshooting of application using the database as well as troubleshooting Access reports that are run against report server. Worked with several departments to convert Access reports to TSQL and created DTS packages. Maintain schedule of database processes I worked with the development department on new applications this involved creating a QA environment performing testing and the implementation of new applications into production. I created of policies and procedures for helpdesk and database access and usage. Hardware builds of all database servers.

7/2000 - 12/2000 Volt/SCE/ Rosemead CA

ACCP Representative

Responsibilities: Data entry of field technician work orders. Customer service; take incoming calls from customers who are associated with the ACCP program (Air Conditioner Control Program) helpdesk file customer service/complaints and quality controls.

6/1996 - 6/1999 QuadraMed/Woodland Hills CA

EZCAP Consultant/Help Desk Technician

Responsibilities: Support for 300 clients (National and International) this would include telephone and on-site. Help desk calls would sometimes involve assisting end users with setting up remote software so we could remote to their site. This company is a proprietary Healthcare software company (EZCAP) for IPA's hospitals and HMO s. Training of clients both onsite and at client locations. Hardware builds of client servers. I attended and passed the HIPPA compliance course.

Education:

08/2010 08/2010 HDI Support Center Analyst Course/Certification

05/2008 07/2008 Saisoft (SQL Server 2005 Database Administration)

04/2006 - 08/2006 Franklin Career College

11/1999 - 02/2000 Integrated Digital Technologies Corp.

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