Customer Service Software

Daniel Yaugo

Anaheim, CA

Cell # 714-***-**** or ***********@***.***

Technology Summary

Systems: IBM AS400 iSeries, Active Directory, Windows 95, 98, 2000, NT,

XP, 7

Software: Microsoft Office, Crystal Reports, GroupWise 6.0, Remedy,

Heat, Oracle, IN-Touch, AutoCAD, Lotus Notes 6.0 & 8.5

Network Technologies: TCP/IP, LAN/WAN, Wireless, VPN, Ethernet, Cisco

Switches

Skills Summary

. Proficient at troubleshooting hardware and software issues

. LAN/WAN, DNS, DHCP, printer network, Internet troubleshooting

. Comfortable with configuring and navigating Microsoft operating systems

. Passion for learning new technologies and techniques

. Ability to present ideas in user-friendly language

. Exceptional customer service and problem solving skills

. Ability to effectively prioritize and execute tasks in a high-pressure

environment

. Strong interpersonal and communication skills

. Highly self motivated and directed with a keen attention to detail

. Well organized with attention to detail

. Ability to effectively prioritize and execute tasks in a high-pressure

environment

. Strong work ethic and leadership skills

. Good orientation toward business goals and objectives

. Experience working in a team-oriented, collaborative environment

Kore1 - Irvine, CA

Desktop Support Analyst: (Jun 2013 - Aug 2013)

. Provide post support for end users during migration project

. Use Excel to track and schedule users for migration

. Provide asset management

. Remove / wipe clean existing system hard drives

. Provide schedule maintenance on network printers

. Upgrade users current OS to Windows 7

. Provide support for hardware and software issues

. Update virus definitions

. Trouble and configure Microsoft Outlook

. Trouble shoot network issues including wireless and VPN connections

. Install and Configure network printers

. Work as a team player to maintain a professional and successful

environment

Platforms: Windows XP and 7

Schneider Electric - Costa Mesa, CA

IS Operations Analyst: (July 2011 - Oct 2012)

. Provide technical desktop support to over 500 users

. Manage and maintain Remedy Service Desk queue

. Remote access user's systems to troubleshoot and resolve problems

. Desktop / Laptop setup and configuration

. Create user accounts for the Wireless Guest networks

. Troubleshoot and resolve VPN issues

. Troubleshoot hardware and software issues

. Repair / Configure Wireless Network and VPN configurations

. Receive, prioritize, and document end-user issues and actively resolve

end user help requests

. Recover and transfer data from corrupt systems

. Responsible for providing diagnosis and status information

. Reset user passwords within Active Directory

. Grant users rights and permissions to groups and folders per requests.

. Execution of software and hardware rollouts

. Assist employees with installation, configuration, and ongoing

usability of desktop computers peripheral equipment and software

. Responsible for maintaining professional interface with customers and

other IS teams

. Participate in IS hardware/software roll out projects

Platforms: Windows XP and 7

Hi-TEK Solutions - Anaheim, CA

Field Technician: (Aug 2008 to Jun 2011)

. Diagnose, identify and isolate hardware and software issues

. Travel to user's home or office and maintain schedule log

. Install, configure and troubleshoot hubs, switches and routers

. Upgrade Microsoft operating systems and software applications

. Install and configure small business and home networks

. Troubleshoot Ethernet and Wireless networks

. Install personal computers and printers

. Maintain computer equipment and supply inventories

. Install and configure network printers (Wireless and Ethernet)

. Run and configure security and anti-virus programs

. Install, modify and make repairs to personal computer hardware and

software systems

. Other IT responsibilities as assigned

Platforms: Windows XP and 7

Affiliated Computer Services - Santa Ana, CA

Helpdesk Support: (May 2007 to May 2008)

. Log tickets and manage helpdesk queue using Remedy ticketing system

. Answer between 50-75 calls daily

. Network and stand alone printer installation, configuration, and

troubleshooting

. Reset passwords in Active Directory and maintain groups and privileges

. Assign field technicians to clients for onsite resolution

. Diagnose and correct software and hardware related problems

. Maintain, support and perform upgrades on desktop PC and related

hardware

. Resolve problems through diagnosis or escalate to appropriate level as

needed

. Generate monthly metrics reports for the client using Excel and

Crystal Reports

Platforms: Windows 2000 and XP

Nortel Networks - Pasadena, CA

PC Technician/Helpdesk: (Jun 2005 - Apr 2007)

. Worked in team environment to resolve customer desktop, laptop and

peripheral issues

. Installed, configured, troubleshoot, and mapped printers on-site and

remotely

. Provide end user support for Windows 2000 and XP

. Active Directory user management: Creation/Deletion/Changes

. Backup and restore user's system files and applications

. Maintain computer equipment and supply inventories

. Upgrade operating systems from Windows 2000 to Windows XP

. Post support for Windows 2000 to Windows XP migrations

. Lotus Notes 6.0 - Troubleshooting end user accounts

. Log tickets and manage helpdesk queue using Remedy ticketing system

Platforms: Windows 2000 and XP

Distribution Service Technologies - Mission Viejo, CA

Helpdesk/Desktop Support: (Sept 2004 - Jun 2005)

. Provide customer support for the IBM iSeries server (AS/400) platform

. Prioritize emergency calls, determine safety hazards and procedures

for their correction

. Reset user passwords in mainframe and active directory accounts

. Maintain, adjust, upgrade, service and repair Desktops, Laptops and

peripherals

. Set up, configure and maintain local area networks computer systems

. Diagnostic software to determine defects and malfunctions

. Troubleshoot and diagnose issues with network printers within the

mainframe system

. Schedule and perform preventive maintenance on computers and peripheral

equipment

. Assist employees with installation, configuration, and ongoing

usability of desktop computers peripheral equipment and software

. Maintain computer equipment and supply inventories

. Maintain and trouble virtual web store "Turbo Parts"

. Upgrade Microsoft software and operating systems

. Other IT responsibilities as assigned

Platforms: IBM iSeries AS400, NT, 2000 and Windows XP

PacifiCare- Cypress, CA

Account Administrator: (Jun 2002 - Sept 2004)

. Create new user accounts and provide network access

. Create and modify program accounts for new and existing users

. Process new hire and access request forms

. Provide IS Security and support for over 10,000 users and applications

. Troubleshoot and resolve user account issues in a timely manner

. Reset passwords and resolved login issues in Active Directory

. Troubleshoot Lotus Notes password and login issues

. Configure network printers and assigned user rights

. Process access requests for new hires and grant rights and permissions

to folders, shares and groups using Active Directory

. Assign rights and grant access to users to shares and groups on the

network

. Create and troubleshoot VPN issues

. Troubleshoot wireless access for guest users

. File documentation (hard copies) for security purposes

. Work in a team environment to achieve outstanding customer service

Platforms: Windows NT and 2000

Pacific Digital Corporation - Irvine, CA

Helpdesk Support: (Oct 2001 - Mar 2002)

. Answer and assist customers over the phone with all issues

. Resolved software issues with Windows 95, 98, 2000, NT and XP

. Resolved hardware issues such as hard drives, CDRW, CDROM, and DVD

. Worked in team environment to resolve customer desktop, laptop and

peripheral issues

. Prioritize emergency calls and procedures for their correction

. Diagnose and correct software and hardware related problem

Platforms: Windows 95, 98, 2000, NT and XP

Westwood College of Technology - Anaheim, CA

Helpdesk /PC Technician: (May 1999 - Jun 2001)

. Provide networking/desktop support and perform server and account

maintenance tasks

. Provide IT support to students and faculty

. Supported IT department for the consistent operation of all information

systems

. Setup and installed networks for labs and classrooms

. Operated and maintained necessary machines, tools and equipment

. Assisted with Network Engineer when necessary

Platforms: Windows 98, NT and 2000

Education

Westwood College of Technology: (May 1999 - Jun 2001) - Anaheim, CA

Associates of Science in Networking Systems program

. Cumulative GPA 3.60

. Dean's List

Contact this candidate