Customer Service Technical Support

LENG S. LAY

***** **** **** ****** ? Victorville, CA 92392 ? 626-***-**** ?

abi7cs@r.postjobfree.com

HELP DESK / TECHNICAL SUPPORT PROFESSIONAL

. Accomplished Help Desk professional with 5+ years experience in

Computer Operations, Technical, and Help Desk support.

. 4 years of progressive computer/network operations experience for 100+

clients.

. 4 years providing Help Desk support to hundreds of users in Southern

California earning a solid reputation for consistency, productivity,

complex problem solving and professionalism.

. Excellent communication and diagnostic skills, consistently solve

problems and escalate issues.

. Proactive self-starter known to initiate process and system

improvements to increase system stability.

TECHNOLOGIES

. Operating Systems: Windows 95/98/2000/2003/NT/XP/Vista/7, Linux, Mac

. Microsoft Office: Outlook, Word, Excel, Access, Power Point

. Internet Browsers: Internet Explorer, Mozilla, Opera, Netscape, Safari

. Softwares: Microsoft Office Suite, Acronis Backup, Veritas Backup,

Avast Antivirus, Symantec Antivirus, Norton Antivirus, Adobe Acrobat

. Networking: Ethernet 802.3, TCP/IP, DHCP, DNS, WINS, ARP, FTP, Telnet,

DSL/Cable, hubs, router (Cisco IOS), cabling, SMTP, POP3, NAT, VPN,

VLAN, RIP, Ethernet 802.11, LAN/WAN

. E-Mail Systems: Outlook, Lotus Notes, Thunderbird, Opera Mail

. Ticket management systems: Remedy, Commit CRM, Numara Track IT!

. Microsoft Active Directory

. Windows Deployment Services

. BlackBerry Enterprise Server

PROFESSIONAL I.T. EXPERIENCE

HELP DESK ADMINSTRATOR MARCH 2010 -

PRESENT RCR ENGINEERING ? I.T. DEPARTMENT ? RIVERSIDE, CA

Hold multiple responsibilities to configure, install, and administer

network infrastructure and telecommunication systems supporting staff of

160+ personnel. Establish new IT policies, which defined acceptable use of

IT assets within the company. Fulfilled administrative responsibilities

including and changes to Users' desktop, email, and PBX accounts. Configure

and monitor status of printers/copier utilizing HP & Alficio admin in

addition to upgrading printer firmware and other peripherals. Actively

provided desktop, configuration and phone support for software and

hardware. Carries out full installation of Cisco routers, cabling for

routers, switches, and 3Com hubs.

. Providing excellent customer service technical support via-VOIP, E-

Mails, and BlackBerry Messenger.

. Maintain User accounts.

. Maintain, configure, and setup Email accounts.

. Deploy and Administer McAfee EPO Antivirus.

. Assign security permissions to particular Users.

. Maintain, configure, and setup BlackBerry accounts.

. Setup and configure WDS (Windows Deployment Services).

. Deployment and coordinate all moves and changes.

. Administer Active Directory & Spectrum Management Software.

. Supporting end users; 160+ desktops, 80+ laptops, 80+ BlackBerries,

10+ Alficio copiers, 10+ HP printers.

. Administer 8 servers.

TECHNICAL SUPPORT SPECIALIST

JANUARY 2010 - MARCH 2010 MONOPRICE ? TECHNICAL DEPARTMENT ? RANCHO

CUCAMONGA, CA

Provide level one technical support and recommending products to customers

for Home Theatre/Computer/Network setup. Supporting hardware and software

installation/configuration, building Desktops, setting up new users,

resolving BlackBerry issues, and assisting end-users with any technical

issues.

. Providing excellent technical service and recommendation to clients

and customers.

. Productivity handling over 700 chats per week and averaging 150 chats

daily.

. Install peripheral devices such as printers, scanners, wireless

keyboard desktop, etc.

. Create logins and mailboxes through Active Directory.

HELP DESK TECHNICIAN JULY 2008 -

NOVEMBER 2009 ASHTEL DENTAL ? I.T. DEPARTMENT ? FONTANA, CA

Provide first-level technical support for Dentistry IT infrastructure

10,000+ clients & patients throughout the U.S. Majority of our

clients/patients are in Southern California. Troubleshoot hardware,

software, network, and connectivity issues for dental offices.

. Productivity handling over 250+ calls/chats/emails per week and

averaging 50+ calls/chats/emails daily.

. Earned solid reputation for resolving technical issues and providing

exceptional customer service.

. Assist users with policies and procedures for setting up conference

calls and new accounts.

. Managing help desk tickets with Commit CRM ticket management system.

. Support users in an Active Directory environment with Windows

Vista/XP/2000 desktop clients.

. Supporting email clients through Outlook.

. Supporting clients remotely through VNC, UNC, Remote Support System

(RSS), Remote Desktop Protocol (RDP).

. Escalated issues as needed and maintained communication with clients

and Technical teams. Extensively utilized Commit CRM to record and

track issues.

. Worked independently after hours & non-working days providing sole

support to keep business operating.

. Demonstrated exceptional skills in professionalism and responsive

across a wide variety of areas.

. Perform installation of network cabling systems including, COAX, CAT5,

CAT5E, and CAT6.

. Terminate cable ends to RJ-45 modular jacks, patch panels, 99 blocks,

etc.

. Traveling to clients' site national to install, troubleshoot, and

repair dental peripheral hardware, software, and 700lb panoramic

machines.

. Install and instruct clients' on how to function panoramic,

peripherals, & management software.

. Install peripheral devices such as printers, scanners, wireless

keyboard desktop, etc.

COMPUTER TECHNICIAN

FEBRUARY 2004 - PRESENT INDEPENDENT CONTRACTOR ? FONTANA, CA

. Maintain and support clients personal and business computers, local

network, and softwares.

. Supporting clients remotely through VNC, UNC, and RDP.

. Supporting email clients through Outlook.

. Install and repair PC components such as motherboards, memory

upgrades, disc drives, processors, CPU fans, HDD, video cards, sound

cards, power supply's, etc.

. Data backup, hardware installation, software installation, basic

network installation, anti-virus installation

NOD32/Avast/Symantec/AVG/McAfee, format laptops and desktops to

factory settings.

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