Software Support

**** **** **** ******

Anaheim, CA *****

Home 714-***-****

Cell 612-***-****

**********@*****.***

OBJECTIVE:

To obtain a position as Desktop Support Technician where my skills can be

utilized and challenged for the benefit of the employer

PROFESSIONAL SUMMARY:

. A dedicated professional that enjoys teamwork with extensive

experience in troubleshooting, diagnosing, and resolving

hardware/software in helpdesk and systems teams

. Provided technical support to over 5,000 workstation throughout

Southern California.

. Remote PC support, PC Anywhere, Dame ware.

. Supported over 5,000 PC Desktop/Brick/Laptop or Tablet PCs and

Macintosh Mac Book, QA checklists, server networking, workstation,

environment

. Installed, configured, troubleshooted, repaired, and replaced Apple

MAC G4, G5 Desktop/Laptop Mac Book/Mac Book Pro, Mac OS 9.22, Mac OS X

Jaguar, Panther, Tiger, Office MAC 2008,

. Provided over the phone support to diagnose software/hardware desktop

issues or remotely to client when needed, including creating work

orders.

. Maintained customer information with performing on-site checklists;

confirming arrival and departure with client, checking support portal

and resolving tickets, integrity of networks, systems, manage user

account, analyze problems and communication devices

. Moved computers' name and join to Domain TCP/IP, DNS/DHCP, LAN/WAN

. Provided end-user support for desktop applications software/hardware,

desktop/laptop computers troubleshooting Dell, IBM, Toshiba, HP, etc.

Configured Mobile devices (Blackberry, iPhones, iPads)

PROFESSIONAL EXPERIENCE:

Intratek Computer Inc., Huntington Beach CA

June 2012 to May 2013

County of Los Angeles Probation Department

Desktop Support Analyst & Call Center

Intratek Computer Inc., Huntington Beach CA

May 2010 to November 2011

County of Los Angeles Department of Children and Family Services (DCFS)

Desktop Migration Support Analyst

. Supported of over 5,000 PC Desktop/Brick/Laptop or Tablet PCs and

Macintosh Mac Book, QA checklists, server networking, workstation,

environment

. Configuring and installing personal computers, WYSE thin client

devices, laptop or tablet PCs, and other desktop computing devices

such as both internal and external DVD drives and printers.

. Remote PC support, PC Anywhere, Dame ware.

. Microsoft Windows XP, Vista, Windows 7 with an Active Directory and

Windows 2000/2003/NT v.# 4.0 Workstation and Server Exchange, MS

Office 2003/2007/2010, Outlook, Lotus Notes and Internet Explorer,

Netscape. Installing, setup, configuration and troubleshooting AutoCad

. Building and deploying computer workstations and associated software

packages. Dedication, teamwork and professionalism. Troubleshoot,

Diagnose and resolve hardware/software in the helpdesk and systems

teams

. Adding and deleting user accounts, New system setup, Installing

Operating system and applications, On-site support for desktops/laptop

or tablet and servers, Joining to Domain TCP/IP, DNS/DHCP

communication protocols, LAN and WAN topologies, configuring

Firewalls, switches, remote access and backup solution.

. Resolved tickets from Remedy, refreshed project build systems and

deployed desktops, laptops or tablet; setting up all share, local and

network printers. Configured Mobile devices (Blackberry, iPhones,

iPads)

National Technical Systems, Inc., Culver City CA

September 2008 to May 2009

Desktop Support & Call Center

. Maintained the security, integrity of networks, systems, manage user

account, analyze problems and communication devices

. Installed, configured, troubleshooted, repaired, and replaced Apple

MAC G4, G5 Desktop/Laptop Mac Book/Mac Book Pro, Mac OS 9.22, Mac OS X

Jaguar, Panther, Tiger, Office MAC 2008,

. Utilized HEAT system to create, monitor and updates trouble tickets

. Built and managed deployments of Workstations based upon Windows XP,

and Vista including Microsoft Word, Excel, PowerPoint, Photoshop CS2,

Quark 7, Outlook, Lotus Notes, Win zip etc.

. Managed Windows NT, 2000, 2003, 2007 servers networking, networks

TCP/IP (protocols), LAN/WAN (topologies), Microsoft Small business

sever, Windows Exchange server and Domain, including printers,

internets, wireless, etc.

APR Consulting., Diamond Bar CA April 2007

to February 2008

County of Los Angeles Department of Mental Health

Desktop Support Analyst

. Utilized HEAT and Remedy software system to create monitor and update

trouble tickets

. Depending on the configuration, software/hardware included: operating

systems (Windows 2000 and Windows XP); application software Microsoft

Office 2003 / 2007 (Word, Excel, and Access); Microsoft Outlook; Lotus

Notes

. Configure new personal computer systems and moved computer's name and

join to Domain TCP/IP, DNS/DHCP, LAN/WAN

. Provided end-user support for desktop Applications software/hardware,

desktop/laptop computers troubleshooting Dell, IBM, Toshiba, HP, etc.

. Assigned, redirected and escalated all Help Desk tickets (Website,

email or phone), basic Printer support troubleshoot/equipment (replace

Toner, Drum, Imaging Kit, Paper James, etc)

Kaiser Permanente, Baldwin Park, CA May 2004 to

December 2006

Desktop Support & Call Center

. Provided technical support for over 5,000 workstations throughout

Southern California

. Remedy refresh project; built share utility systems and MWI systems

(Managed Workstation Initiative), built and managed deployments of

Workstations based upon Windows 2000 and Windows XP

. Gathered and secured client data, restoring data and reconfiguring

desktop/laptop, create Outlook and Lotus Notes account, remove

computers name and join to Domain TCP/IP, DNS/DHCP, LAN/WAN including

maintenance, setup all share, local and Network printers

. Linux and Solaris operating Systems, Windows and SQL Servers, Uses

"Remedy" or similar cloning software to deploy software sets onto

fixed and removable hard drives, installed and configured restorative

software such as deep freeze in order to mitigate the impact of

downloads from the Internet or other media

. Other duties as assigned; researched and evaluated new software and

hardware technologies which could enhance the computer system

Solid Data Systems, San Jose, CA July

1997 to November 2003

Network Administrator

. Support for a 200 nodes mixed-switched network. Including

configuration, administering, operation, security controls.

Connectivity, hardware, software and application support (servers,

extreme network switches), Windows 2000 pro, Windows NT 4.0, Windows

XP, MS Office Edition 2000. Able to read and understand computer,

storage, networking circuit schematics.

Paramit Corporation, San Jose, CA

May 1990 to July 1997

Field System Administrator

. Field services, technical support to more than 300 clients in a mixed

network environment

. Diagnosed and repaired hardware for PCS, system maintenance installs &

support for client networks, troubleshot on all IBM Dos 3.1 & 3.3, and

all Microsoft Platforms Windows 3.0 & 3.3, and OS2 Software

. Diagnosed and repaired connectivity problem with Novel network,

hardware, software, prepared new PC and configured to the Novel

network

TECHNICAL SKILLS:

. Macintosh Mac G4, G5 Desktop and all Laptop Mac Book Pro, Mac OS 9.22,

Mac OS X Jaguar/Panther/Tiger/Mac OS X 10.6 Snow Leopard, Installing,

configuring, troubleshooting, repairs, replaced, assembly and

maintenance

. Microsoft Windows XP/Vista/Windows 7, and Windows 2000/2003/NT v.#4.0

Server and Small Business Server 2000/2003. Active Directory DNS/DHCP

(Domain Name System), LAN/WAN (Topologies) and Networks TCP/IP

(protocols)

. Server environment, SQL Server 7.0/2000, remote access and backup

solution

. Microsoft office 2000/2003/2007/2010, and Outlook, Lotus Notes v.6.5,

Symantec Corporate Antivirus, and Exchange v.5.5/2000/2003/2010

. PC Anywhere, Remote Desktop, Blackberry hand held devices

. Resolve tickets from Remedy, refresh project builds systems and deploy

desktops, laptops. Imaging computers Symantec Ghost

. Set up all share printers, local and network printers

EDUCATION:

Cal State Polytechnic University, Pomona, CA

Bachelor of Science in Electrical Engineering, 1988

Central County Regional Occupational Program, Lincoln Education

Center, Garden Grove CA

AA in Computer Technology, 1993 * General Office Clerk, 2007

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