Customer Service Software
Resume:
Arbi Vartanian
***** ******** **. #** *** Valley, CA 91352
**************@*****.***
SUMMARY
As an Information Technology Professional with over 5 years of technical
experience, I am seeking employment where I can leverage my technical
experience, qualifications and customer service abilities in an environment
that offers opportunities for personal and professional growth.
TECHNICAL SKILLS
. Troubleshooting Microsoft Operating Systems: 98, 2000, XP, Office2003,
Vista, Office 2007
. Configuring, monitoring, supporting and deploying help desk equipment
via Microsoft Outlook 2003, and CRM
. Installing and troubleshooting Cisco VPN
. Blackberry setup and activation.
. Network printers and copiers
. Re-configure Xerox copiers and setup on the network
. Setup AV presentations through ISDN, and also Polycom setups
CERTIFICATIONS
. ANSI/ISO: Jan 27, 2005 - C++ Fundamentals, Jan 27, 2005 - Object
Oriented C++,
. Microsoft: Feb 8, 2005 - MS Windows 95/98 Fundamentals and
Administration, Feb 8, 2005 MS Windows XP Fundamentals and
Administration
. Other: Typing Speed (86 WPM), Computer Industry Knowledge.
. Mar 2007 - Doheny Eye Institute: Certification of excellent support
and work.
. April 2007 - Skill Path Certification: Troubleshooting maintaining and
upgrading PC.
EDUCATION
. B.S., Computer Science, CalPoly Pomona Pomona CA - 2004
. Multiple Dean's and President's List Recognition
WORK EXPERIENCE
Munger Tolls & Olson LLP (Contract)
05/2010 -11/9/2010
IT Support
Los Angeles, CA
Contract position with the number one firm in the nation voted by LA
Attorney with over 400 attorneys. My responsibilities are to Migrate 230
Blackberry users to the new blackberry exchange server and to also complete
the Windows7 rollout for the entire firm. This process consists of
scheduling a one on one interview with the user to ensure that all
applications and local printers are setup to firm standards. In addition,
guidelines to the Q&A consisted of installing batch scripts, desktop or
laptop drivers depending on certain models.
Jeffer Mangles Butler & Marmaro LLP (Contract)
Helpdesk
2/2010-4/2010
Century City, CA
Helpdesk Support for a high profile Century City law firm with over 90
attorneys. My responsibilities were to image new desktops and laptops using
GHOST and supporting the helpdesk. Troubleshooting consisted of Filesite,
Citrix, WordAssist, MS 2003 suite and printer issues. The ticketing system
which was used for troubleshooting and trend-analysis was HelpBox SQL. My
position's main focus was end-user support.
Munger Tolls & Olson LLP (Contract)
09/2009 - 01/2010
IT Support
Los Angeles, CA
IT Support for a Fortune 100 Law Firm with over 400 Attorneys. My
Responsibilities' were to image new desktops and laptops using SMS and
creating user profiles giving them specific rights. Also after every image
a Q&A had to be done to make sure that the build had the standard firm apps
including synching their Blackberry. In addition, to the builds I was also
in charge of floor support which required me to assist the users at their
office. Trouble shooting consisted of File Site, Citrix, printers, dual
screen issues, and setting up Avaya phones, adding KVM switches, and adding
clients on the wireless network. Once in a while a data jack needed to be
enabled from the patch panel to the switch. All Desktops and Laptops were
either Dell or IBM Lenovo. TrackIT was used to monitor all the ticket and
also to create new tickets,
Nixon Peabody LLP,
06/2007 -
03/2009
IT Support Analyst
Los Angeles, CA
IT Support Analyst for a Fortune 100 Law Firm with over 53 staff and
attorneys in total. Assist users with policies and procedures for setting
up conference calls, web/network presentations and voice mail. Escalate
issues as needed and maintained communication with staff and technical
teams. Extensively utilize Remedy to record and track tickets. Perform
troubleshooting for Outlook 2000/2003 and Office 2000/2003 applications.
Also assist staff with DM (Document Management), Legal Key, and Legal
Solutions. Support remote access using dialup/VPN SecurID. Authorize
Service Level Agreement for internal/external clients for user/security
administration. Diagnose desktop hardware and software security issues and
assigned appropriate desk side support personnel to resolve issues. Move
and setup users PC, Monitor, Keyboard, Mouse and Ethernet Connectivity as
well as other USB devices including external speakers. Demonstrate
exceptional skills in professionalism and responsiveness across a wide
variety of areas including new Blackberry setup. Also Contribution in
training or orienting other staff on office policies and procedures.
Doheny Eye Institute
02/2006 -
06/2007
Lead Helpdesk Analyst
Los Angeles, CA
Responsible for phone support on technical issues for over 500 employees.
Managed all software for doctors and staff of Doheny community, Enforce
I.T. policy regarding PC usage at Doheny. Responsible for managing product
installation and support providing consultation and escalation for advanced
technical situations in technical support and systems administration
management. Implemented Microsoft CRM ticketing software, and trained IT
staff on software and procedures. In charge of contacts, negotiations, and
scheduling I.T. vendors to provide services to the Doheny community.
Delegated projects and task among I.T. technical staffs. Also used
Microsoft CRM for implementing requests and creating tickets for every
call.
Auto Club of Southern
2/2004 - 9/2005
Service Counselor /IT Support Analyst Burbank, CA
Service Counselor for emergency roadside assistance. Troubleshoot software
and hardware issues including internet server reboot, MS Office XP,
networked computer on AAA Domain, setup system rights to individual
users. Submitted forms for approval on Hardware\Software requests as well
as Server access. Reimaged Windows XP Machines with Ghost Client
Software. Moved and setup users PC\Monitor\Keyboard\Mouse and Ethernet
Connectivity as well as other USB devices including external speakers.
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