Service Technician

Jackson A Pan **** Loma Avenue, Temple City, CA **780 Home: 626-***-**** Cell: 626-***-****

Email: ********@*****.***

Objective: Desktop Support position with a growing company.

Summary: A dedicated service technician over 10 years of comprehensive experience in both hardware and software

repair as well as rapid deployment of corporate standard image. Areas of expertise include desktops, laptops, blackberry,

peripherals and networking. Detail oriented with strong work ethic, problem-solving, fast-learner, interpersonal and

teamwork skills.

Hardware:

Apple, Canon, Compaq, Cisco IP Phone, Hewlett Packard, Epson, Fujitsu, Lenovo, Wacom, Xerox.

Software:

Apple – Tiger, Leopard, and Snow Leopard, Adobe CS3, CS4, and CS5, Office 2008 and 2011, Final Cut Pro, Toast,

iWork, Parallel, Corel, Extensis, Quark, and Final Draft.

Microsoft – Windows XP, Windows 7, Office 2007 and 2010, Communicator, Lotus Notes, Sybase, Oracle Client, Xytech,

Hyperion, SAP, Acrobat Pro, Final Draft, Movie Budget, MS SQL, AS400, File Maker Pro, Insight, Crystal Report, Auto

Desk, Content Editor, FTP, Sabre, WinZip, Iron Mountain, Juniper, McAfee, Rightfax, Citrix and Service Center.

Employment:

Mac and PC Desktop Support 04/2007 to 05/2011

CompuCom Incorporated, (Contractor for the Walt Disney), Burbank, CA

• Imaged, configured, and deployed laptops and desktops both Mac and PC using corporate standard image.

• Wrote a document how to load a new image for a living picture frame using iWork to run department advertising.

• Installed and customized Adobe CS4, CS5, Final Cut Pro, Office 2011, SAP, Final Draft, Parallel, and Windows 7.

• Processed and tested a new equipment to send out for a remote location to Arkansas, Georgia, and Hawaii.

• Maintained and updated daily operation of deployment as commission and decommission equipment in database.

• Attended weekly meeting to discuss a technical problem with Team Lead and Support Analyst for a resolution.

• Configured a secured wireless access with Juniper software using eToken key both in office and remote site.

• Managed local support analyst for the Mac Team to close out tickets from 120 to 40 in their assignment tasks.

• Implemented the image process speed from access hub to gigabit router to increase 10 times operational.

Mac and PC Desktop Support 09/2000 to 04/2007

Turner Techtronic Incorporated (Contractor for the Walt Disney and Warner Brothers), Burbank, CA

• Trained several technicians for both hardware and software service calls with daily work logs from Help Desk.

• Performed coverage support for both hardware and software from Mac and PC Support Analyst.

• Transacted over 900 systems move projects to a new building with network line and printers are functional.

• Managed ticket and prioritized clients to receive support and maintenance for laptops, desktops and printers.

• Provided a technical support to Executive Support Analyst for desktops, laptops, printers and Blackberry.

• Coordinated and managed to procure hardware warranty from Apple, Hewlett Packard and IBM vendor support.

• Supported TV clients both Mac and PC platforms for pilot season throughout buildings as rental equipment.

• Installed a corporate customized Oracle Client, Sybase, Netscape, Remedy, Final Draft, and Movie Budget.

PC and LAN Service Project 08/2000 to 09/2000

National Careers Corporation (Contractor for EarthLink Network Incorporated), Pasadena, CA

• Implemented and monitored over 2500 systems to patch security for Microsoft Office 2000.

• Upgraded and installed video driver, CIS, Screen Agent, Vinstage, Free Zip with 45 systems per day.

• Optimized and tuned each workstation with limited login profiles to improve both Win 98 and NT OS efficiency.

Desktop Support Technician 07/2000 to 09/2000

MODIS Corporation (Contractor for Mini Med) Sylmar, CA

• Assisted Information Technology Analyst trouble ticket from Help Desk daily dispatch.

• Upgraded and installed from MS Office 95 to Office 2000 with latest McAfee Anti-Virus definition.

• Supported Analyst using PC transplant to simplify the deployment and migration as weekend project.

• Performed a corporate systems move to a new building with several network printers are mapped and functional.

Desktop Support for Project Group 05/2000 to 07/2000

Tentek Corporation (Contractor for the Sempra Energy), Monterey Park, CA

• Installed a rollout project of a new system with OS/2 Warp for Los Angeles and Redlands.

• Implemented and tested end user profile to print a high volume document to Xerox multifunctional printer.

• Analyzed to support service tickets from Help Desk to solve problematic in Outlook 98, CIS, New Business Forms,

Internet Explorer, Netscape Plug in, Dart, MAS and Visio.

• Upgraded and implemented a new version of Maximo with OBDC drivers configured SQL 7 database and

monitored end user to launch application daily.

Desktop Service Support 12/1998 to 5/2000

Kelly Service (Contractor for Inacom Corporation at Paramount Pictures), Hollywood, CA

• Analyzed and supported service tickets from Help Desk dispatch daily for hardware and software calls.

• Installed and rollout project of Ethernet Cards, Microsoft Office 97, Clarify, Netscape, and Lotus Notes R5.

• Solved connectivity in Win 95, Microsoft Office 95 and 97, Novell Client, AS400, Lotus Notes, Internet Explorer,

Netscape, TCP/IP, IPX/SPX, and DHCP protocol.

Field Engineer II 12/1995 to 12/1998

Vanstar Corporation, La Palma, CA

• Managed on time repair complaint for Compaq Proliant Server with minimal downtime for Fortune 500 clients.

• Performed and serviced hardware and software on site office, manufacture, and distribution center for Vons,

Arthur Anderson, MCI, Ford, Sprint, Coca Cola, Air Product, Investment Firms and small businesses.

• Trained and guided other Field Engineers with more difficult problems repairing several brands of laptop.

• Supported Hewlett Packard service for desktops, laptops, printers and servers both businesses and residence.

Electronic Service Technician 07/1992 to 12/1995

MRC Monitor-Terminal-Printer Repair Center, Northridge, CA

• Solved highly technical and obscure problems in manufacture monitor using schematic.

• Repaired power supplied and video boards to the component level for 10 monitors per day.

• Expanded service coverage to PC dealers throughout San Fernando Valley and West Los Angeles.

Field Service Technician 05/1991 to 07/1992

Business Systems Plus, Granada Hill, CA

• Installed, configured, and serviced both hardware and software according to user standards.

• Managed deadline to install and configure a special project for a small business using Novell with lead tech.

• Performed preventative maintenance for hospitals, small businesses, and clients throughout San Fernando areas.

• Converted Macintosh files to WordPerfect files each folder manually to ensure files are readable.

Internship Technician 04/1991 to 05/1991

University of Southern California, Los Angeles, CA

• Installed computers, terminals, printers, and data cables as roll out project.

• Managed and maintained hot swap program for printers, terminals and computers

Education

Bachelor Degree of Electronic Engineering Technology, 1989.

Electronic Technology Institute, Cleveland, OH

Associate Degree of Electronic Engineering Technology, 1988.

Electronic Technology Institute, Cleveland, OH

Cleveland State University 1982 to 1986

General Courses

Certifications

2007 – Apple Certified Macintosh Technician from Apple Care Training, Los Angeles, CA

2005 – Mac OS 10.4 Tiger Deployment from Apple Consultant Network, Santa Monica, CA

2000 – Microsoft Certified Professional NT 4, Los Angeles, CA

2000 – Administering Microsoft Windows NT4 and Windows 2000 from UCLA Extension, CA

1999 – UNIX System and Networking Administration from CSULB Extension, CA

1998 – COMPTIA A+, Los Angeles, CA

1996 – Novell Networking Technology from Computer Learning Center, Los Angeles, CA

1991 – Computer Electronics and Network Technology from Computer Learning Center, Los Angeles, CA

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