Customer Service Technician

DINO ANTHONY PALLADINO

**** ******* ***** ** *****, WA 98503 3991 360-***-**** Home 360-***-**** Cell

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

MICROSOFT CERTIFIED DESKTOP SUPPORT TECHNICIAN

Accomplished Technical Support Professional with over 11 years in Computer Operations, Help Desk and field support.

11 years of supporting computer/network operations in mid to large size organizations with mixed computing environments

including Windows XP, Windows 7, and Windows 2003/2008 Active Directory networks.

Proficient in desktop deployments using Ghost, Bart’s PE, and Microsoft Deployment Tools such as Microsoft Deployment

Toolkit and the Windows Automated Installation Kit.

Developed a solid reputation for excellent customer service and technical knowledge.

Excellent professional and effective communication skills.

Able to perform under pressure and effectively manage multiple tasks by prioritizing and reporting outstanding

issues.

Proactive self starter known to take the initiative on tasks, resolve them after the first diagnosis, and give

positive, constructive feedback to the End User.

TECHNOLOGIES

Bart’s PE

Windows 7 MS Office 2007/2010 Microsoft Hyper V

Windows Vista MS Outlook 2007/2010 802.11b/g Wireless Diagnostic Tools

Windows XP Microsoft Forefront Videoconferencing Ultimate Boot CD

Microsoft Deployment

Windows Server 03 Virtualization UBCD for Windows

Windows Server 08 Microsoft System Center McAfee Enterprise

Symantec Ghost 8.2 MDT WAIK

TCP/IP

PROFESSIONAL EXPERIENCE

PC TECHNICIAN AUG 2010 SEPT 2010

OS TECHNICAL NEWPORT BEACH, CA

A dynamic IT staffing company with over 10 years of experience

Provide first level technical support for a computer refresh project. Major duties included inventory, stage, and setup computer

equipment and peripherals. Resolved any immediate issues and to verify milestones during the project. Followed a strict procedure

for setting up computers based on business roles.

Recognized for outstanding customer service and technical knowledge by my peers and superiors

Completed each satellite office efficiently and with minimal issues.

COMPUTER MAINTENANCE TECHNICIAN JUNE 2004 PRESENT

PIERCE COLLEGE LAKEWOOD, WA

Serving over 12,000 students of diverse backgrounds and vocations throughout the district.

Provide first level technical support for staff, faculty, and students. Troubleshoot hardware, software, and network connectivity for a

Windows XP/2000 and Office 2000/2003 in a Windows Server 2003 Active Directory environment. Support Pierce County Careers

Connection and Western State Hospital satellite offices. Respond to all calls within a 24 hour period in support of mission critical

application users.

DINO PALLADINO

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Recognized for outstanding customer service and technical knowledge by my peers and superiors.

Promoted to Weekend Support Technician. Manage over 100+ workstations in classroom and computer labs. Supervise

two lab consultants.

Assisted in the development of the current image for Windows XP based computers. Involved in the upgrade process to

Windows 7 via MDT and WAIK.

Configure and support Dell Optiplex Series, Gateway E series and Micron Client Pro computer systems.

Leverage extensive experience in Windows XP/2000 using system tools and diagnostics such as msinfo32, msconfig,

registry tools, and system level utilities such as MBR repair and hard drive diagnostic tools. Use Bart’s PE and Ultimate

Boot CD to fixed non bootable systems. Assist users with the policies and procedures for configuring conference calls, E

mail, receiving upgrade computer equipment and Internet/Intranet/Network access.

Support wireless network setup by configuring VPN clients for staff; assist staff, faculty, and students with basic wireless

connectivity (hardware/software).

Provide special assistance to Student Programs (Student ID Machine) and Trio Student Support Group (Access Database).

Utilize an online database system to communicate with other technicians and departments about customer issues, problem

resolutions and outstanding issues that require escalation.

Created and update documentation for Actuate 9 enterprise reporting application.

OWNER/COMPUTER TECHNICIAN SEP 2001 PRESENT

DINOTECH COMPUTER SERVICES LACEY, WA

Computer consulting company offering small businesses computer repair, network administration, and IT consulting

services. Primary business is in white box computer building and Windows Operating System troubleshooting and

support.

Responsible for maintaining and repairing personal computer systems, provide recommendations of

hardware and software, and serve as a backup network administrator.

Occasions Catering, Olympia WA:

Provided computer support for this four computer peer to peer Windows 98 network environment. Repaired CD RW and

provided software support for QuickBooks Pro, Microsoft Office 97, and CD RW software.

Rick Meyer, Accountant, Olympia, WA:

Provided technical services for this single computer office. Upgraded current computer systems’ memory and hard drive in

November 2003. Assisted an outside consultant in upgrading computer system by installing software, configuring the DSL

Internet connection, and providing training on Windows XP Professional. Performed various administrative duties using

Microsoft Excel

South Sound Basketball Officials Association, Olympia, WA:

Developed the web site using HTML and CSS to support basketball officials with an information portal that provided all the

documentation needed to become a registered basketball official in the WIAA.

Performed computer repair, upgrades, and consulting for various clients.

HELP DESK SPECIALIST I NOV 1999 JULY 2001

BEST WESTERN INTERNATIONAL PHOENIX, AZ

The World’s largest hotel brand with over 4200 hotels in 80 countries with emphasis on unique charm, local appeal and a

commitment to quality, value, and service.

Supported 3500+ domestic and 1400+ international hotel properties with issues surrounding Windows 98,

Dell Optiplex series computers, TCP/IP network and satellite connectivity. Recognized as a team player with

excellent customer service and technical support.

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Recognized for providing outstanding customer service.

Primary technical lead for International hotel properties.

EDUCATION & CERTIFICATIONS

Devry Institute of Technology Phoenix, AZ CIS Major

Microsoft Certified Professional Windows XP April 2003

Microsoft Desktop Support Technician July 2007

Phi Beta Lambda 1st Place Telecommunications Contest State Conference October 1997

Phi Beta Lambda 8th Place Telecommunications Contest National Conference November 1997

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