Customer Service Software

Paul Donohoe

Sacramento, CA

916-***-**** Home

916-***-**** Cell

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

Objective: Currently seeking a position with a dynamic computing support

team which is looking for a competent and personable team

player.

Highlights of Qualifications:

. Currently hold MCP and MCDST Microsoft Certifications (working on

instructor license)

. Over 15 years' experience in Desktop Support

. Extensive knowledge and understanding of computer components and related

software

. Excellent written and verbal communication skills

. Customer service centric

. Able to maintain confidentiality

. Willingness and ability to learn new systems and adapt with changing

corporate environments

. Strong Technical background/Diagnostic skills

. Organizational Skills and Process Discipline

. Excellent time management skills/Experience in ensuring project

completion

. Able to work some weekends and be available for occasional emergency

calls after hours

. Valid Ca. Driver's License and Excellent driving record

. Ability to solve technical issues, follow established procedures, and

advise customers

. Ability to sometimes work in adverse environments

Professional Experience:

02/11 - 08/04 Community Service Teaching

. Teaching A+ Computer Repair to Jr. High and High School students as well

as

underprivileged students as a community service

02/11 - 04/01 Sutter Health Information Technology Mather, CA

Senior Desktop Support Technician

. Identifying the reported problem/error with the equipment as stated by

the customer

. Refurbish/repair and configure laptops and PCs (including software

installs) for

new users

. Build, setup, configure and deploy VMware systems

. Ability to diagnose and repair desktop & laptop PCs to board level and

the ability to

analyze and improve testing methods where applicable

. Complete understanding of all required test equipment, maintain and

update system repair

logs internally

. Perform virus & spy-ware removal, Data recovery, Diagnose and repair

damage to operating

systems

. Setup networks - run cables and setup PCs and laptops with security

. Ability to competently sell a product

. Assemble computer components into a working system and or Domain PC

Installations, Network

and Local Printer Installations

. Conform to current methods and improve upon them

. Supported over 1800 end users from various dept. in multiple locations

. Build, upgrade, deploy, test, maintain, troubleshoot and repair computer

equipment/peripherals

including desktops, laptops and printers.

. Install, upgrade, deploy, test, maintain and troubleshoot software

applications and Operating

systems, including Windows and some MacOS.

. Utilized BMC Remedy Action Request System for ticket accountability,

BOMGAR

Representative Client for remote support, and Outlook for electronic

communications

. Technically Proficient with major software products such as, but not

limited to; Remedy 7.x,

Visio Pro, Adobe Acrobat, MS Office 97/2000/XP/2003/2007/2010, E-Mail

clients, FTP

clients, Web Browsers and Microsoft Windows.

. Performed re-images, system builds, hardware trouble shooting, and

warranty replacements

Analyst Duties

. Projects I manage include but are not limited to: large scale roll-outs

of hardware and software;

research and testing of applications, upgrades, and new equipment;

installation scripting and

automated deployment; and coordination of departmental moves.

. Configured and installed new project hardware, software as well as in

process project

application upgrades to existing user system components.

. Coordinated tasks and activities with other departments/sections, outside

contractors, and

vendors as required and formulate service support efforts based on

customer schedule needs.

02/96 - 01/01 Comstock Casino Reno, NV

MIS / Desktop, Network Technician and Manager

. Performed desktop and network services support for 2 casinos

. Catered to high need individuals such as Regional Vice Presidents,

Assistant Vice Presidents,

Officers, and Directors as well for over 1000 other employees

. Researched, evaluated, and implemented solutions relating to

configuration changes and software

implementation in test group environments prior to full scale deployment

. Performed all work in compliance with government regulations as they

pertained to privacy laws

and legal requirements for time sensitive issues; maintained

confidentiality

. Maintained, troubleshot, and performed repairs

. Installed, configured and maintained entire network and all components

. Troubleshot, maintained and repaired laptops, docking stations, desktop

computers, network

printers, cabling, hubs, switches, DSL /cable modems, wireless routers

and other peripherals

. Supported customers in remote locations using a number of tools

including: SMS Remote Tools,

Offer Remote Assistance, Remote Desktop, Mobile Automation

. Utilized a number of imaging tools and techniques to expedite deployments

. Consistently exceeded customer expectations in regard to timeliness and

delivery

. Performed desktop services and helpdesk support for multiple long term

contracts

. Supported a multitude of POS equipment

. Troubleshot a wide variety of connection issues on Token Ring, 10base T,

coaxial, satellite,

ATM, and modem connections

. Coordinated third party vendor support in accordance with the policy of

the contract

. Adhered to strict confidentiality policies

1995 - 1992 American Security

Eugene, Or

Lieutenant in charge of all personnel, contracts and all shifts.

. First Response to burglar alarms working with Eugene Police dept. and

civilian customers

. Firearm permits for concealed and non-concealed.

. Precious Metals pickup, delivery and escorts

. First Aid and CPR qualified

1992 - 1982 College (aircraft mechanics and various

other subjects)

9/82 - 04/74 Military (combination of Army and Navy)

Gas and Diesel Auto Mechanic

ADRJ (Aircraft Mechanic for Jets and Reciprocating)

Aircrew man for Search and Rescue

Vietnam Veteran

Excellent References Available

Contact this candidate