Customer Service Management

KIM MESUDA Phone: 408-***-****

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

San Jose, CA 95125

QUALIFICATIONS

Accomplished IT Support Analyst and MS Desktop Support Specialist with over 5 years of experience supporting

multiple MS desktop operating systems, Active Directory, peripherals, and mobile devices.

Skilled in diagnosing and resolving issues; established reputation as “go to” person regarding challenging problems.

Lead teams in planned and ad hoc projects surrounding systems and equipment.

Outstanding customer interaction; recognized ability to establish rapport and assist team members.

Achieved “Best of the Bay” award for outstanding customer service in 2006 and 2008; earned the “PRIDE Award” for

dedication and high service levels in 2007, 2008, 2009, and 2010.

CERTIFICATIONS

Lenovo Desktop Certification, 2009 CompTIA A+, 2007

Dell Desktop & Laptop Configuration/Troubleshooting, 2007

COMPUTER SKILLS

Hardware: Dell/Lenovo Desktops & Laptops, Mobile Devices, Peripherals, HP/Dell/Lexmark Printers

Platforms / Systems: Windows XP/Vista/Win 7, Windows Server 2003 Enterprise, Linux Red Hat/Ubuntu

Software Packages: MS Office Suite (Word, Excel, PowerPoint, Access), Outlook, Norton Ghost, Acronis True

Image, LANDesk, CA Service Desk (Ticketing), Lotus Notes, Asset Management Software,

Visio, Avaya VoIP

PROFESSIONAL EXPERIENCE

Campus Technologist / Desktop Support Specialist

UNIVERSITY OF PHOENIX (through Apollo Group, Inc.), San Jose/Fremont, CA October 2005- May 2011,

Support, maintain and install Dell and Lenovo workstations and laptops for students, faculty, and staff of San Jose and

Fremont learning centers (supporting up to 500 students and faculty per term).

• Provide Level 1 & 2 desk side and remote support (Bay Area campuses), open and track tickets, resolve issues, and guide

other team members; take ownership of escalated technical issues and coordinate resolutions with vendors.

• Collaborate with management to establish IT support strategies and project roadmaps; develop plans and timelines,

identify and locate resources, determine specific project objectives, schedule efforts, and lead efforts.

• Troubleshoot hardware failures, software conflicts, and local connectivity issues; solve configuration problems for PC,

laptop, and computer peripherals.

• Install systems/software and lead teams in reimaging/decommissioning equipment projects.

• Relocate equipment, maintain documentation, and update asset management systems.

• Report project status to management routinely, identify issues/potential issues, and develop mitigation strategies.

• Perform advanced diagnostics and update systems equipment on a daily basis.

• Assist and tutor students regarding hardware, connectivity, systems, and applications.

Key Accomplishments:

- Oversee/maintain Asset Management for 2 sites (200 workstations, 2 servers, and many peripherals).

- Led imaging projects, directed team members, and personally imaged over 100 systems with latest Windows OS.

- Developed plan for Active Directory maintenance and updated over 100+ users.

- Selected for 2009 Leadership Development Program by director.

(Contractor) Call Center Representative

SONY COMPUTER ENTERTAINMENT AMERICA, Foster City, CA August 2003- October 2005

Supported consumers by phone, chat, and email regarding Sony gaming product line.

• Referred to knowledgebase and responded to problems and resolved basic issues; escalated advanced issues.

• Utilized Lucid Helpdesk software and Lotus Notes.

Instructional Associate Special Education, Simonds/Williams/Lincoln Schools

SAN JOSE UNIFIED SCHOOL DISTRICT, San Jose, CA September 1997- June 2004

Assisted in teaching classroom applications surrounding computers; taught students directly and demonstrated techniques,

programs, and general computer skills to teachers.

• Instructed substitute and primary teachers regarding classroom computer utilization and training.

EDUCATION

BS, Bachelors of Science Information Technology, GPA: 3.71, University of Phoenix, San Jose, CA, 2008

Diploma, Information Technology/Network Administrator, Heald College, Milpitas, CA

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