Customer Service Management
Resume:
Laurence Shrier
Huntington Beach, CA 92649
***************@*****.***
Summary
Experienced Helpdesk Technician supporting both internal and remote
customers in such industries as software design, real estate, legal
services, manufacturing, government and health care. I have a strong
background in client side hardware and software support as well as network
troubleshooting and administrative support. One constant throughout my
career has been my dedication to my customers and to providing the highest
level of support possible. This along with my ability to learn quickly and
take on multiple responsibilities makes me an asset to any organization. My
goal is to join an IT team in a similar role and to continue providing
outstanding customer service and technical support while continuing to
expand my skill set.
Professional Experience
IT CONSULTANT, Prosum Consulting Services (Irvine, CA), January 2010-
Present
Tier 1-3 Helpdesk Support for 18 clients through remote administrative
tools.
. Server Support- Monitor performance, disk space, client defined event
IDs, uptime, manage backups and patching for diverse server
environment
. Network Support- Monitor/troubleshoot network connectivity
. PC support- Desktop/laptop deployment (automated tools and manual
builds), hardware and software installs/troubleshooting/updates,
malware removal, inventory control, remote connectivity (Citrix/VPN)
. Security- User account creation and rights management (AD/Exchange,
third party apps), spam/web filters, anti-virus management
. Procurement- Hardware and software purchasing, deployment and
standardization
. Vendor Management
. Mobile device support
IT CONSULTANT, Exemplis Corporation (Cypress, CA), August 2008- July 2009
Helpdesk Support for 200 employees at multiple sites in a fast paced
manufacturing environment. Provided backup to Systems Administrator.
. Helpdesk Management- Primary support for all hardware and software
issues. Received requests via email, phone or in person, prioritized
tickets and escalated when necessary
. Provided backup to System Administrator for server/network
responsibilities (backups, user accounts and rights management)
. Project management duties (facility consolidation, Citrix rollout,
software maintenance cost reduction)
. Procurement and Vendor Management
. Mobile device support
IT CONSULTANT, Buchalter Nemer (Irvine, CA), May 2007- August 2008
Helpdesk for multi-site law firm providing hardware and software support
for 350 employees. Provide backup to system administrators.
. Site lead- Primary helpdesk support at branch office. Duties include
desktop/laptop builds, hardware and software installs, troubleshooting
and upgrades
. Remote Support- Provided backup helpdesk support for three other
offices
. Network/Server Support- Manage eight servers at satellite office
(troubleshooting, backups and patching). Monitor/troubleshoot local
area network
HELPDESK SUPPORT, Sares-Regis Group (Irvine, CA), Dec 2003- May 2007
Helpdesk support for two corporate offices and 40 remote multi-family
leasing offices.
. Desktop Support- Desktop/laptop builds, hardware/software installation
and support
. Server Support- Managed backups, firmware updates and software
patching
. Security- User account creation and rights management
. Remote Support- Manage remote access server and RSA SecurID tokens for
VPN access, PIX 501/515 configuration
. Training- New employee training, managed training center (Clear Cube
I/Ports and PC Blades), documentation and FAQs for end user community
TECHNICAL SUPPORT, BMC Software (Costa Mesa, CA) May 1998- Nov 2001
Software and helpdesk support for both internal employees and external
clients
. Helpdesk Support- Provide tier 1 support for internal staff,
including desktop/laptop builds/troubleshooting/maintenance and user
account creation/rights management
. Technical Support- Provide external customer support for proprietary
job scheduling software (Control-M, Enterprise Control Station) on
both Windows and UNIX operating systems. Duties included software
installations, job scheduling, UNIX and Windows troubleshooting,
database repair/maintenance and QA testing for software engineers
Technical Skills
Windows XP/Windows 7
Windows Server 2000/2003/2008
Office XP/2003/2007/2010
Exchange 2003/2007 (AD and Exchange Management Console)
IT Management/Monitoring Tools- Kaseya, What's Up Gold
Deployment Utilities- Symantec Ghost, MS Lite Touch Deployment
Network Devices- Cisco Pix 501/515, Barracuda Sonicwall TZ 170/210
Phone Support/Remote Support Utilities- Log Me In, VNC, RDP
Backup Solutions- Barracuda, Symantec Backup Exec, MS Data Protection
Manager
Mobile Devices- Droid, Blackberry, iPhone
Certifications
Microsoft Certified Desktop Support Technician
Microsoft Office Specialist
Cisco Certified Network Associate
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