Technical Support Technician
Resume:
Dan Caballero
Los Angeles, CA 90012
Phone: 323-***-****
E-mail: ******@*****.***
IT Technician and Jr. Systems Administrator
April 2008 - August 2010: New York University, Tisch School of the Arts -
New York City
Provided hardware, software, security, and network support for over 200
administrative staff and faculty for Windows XP/Vista/7 and Mac OS X
Tiger/Leopard. Installed and configured Outlook, Thunderbird, Mac Mail and
Entourage. Migrated and configured iPhone, Blackberry and Palm PDAs.
Immediately responded to security alerts; virus and malware problems,
copyright infringement and compromised hosts. Administrated Active
Directory, network printers, file-sharing and Brightstor backup systems on
Windows 2003/2008. Administrated user accounts, permissions, Samba, and IP
tables on Red Hat Enterprise Linux. Administrated NYU subnets; managing DNS
database for over 1000 hosts on the Tisch network, auditing active hosts
and updating VLAN. Regularly wrote Unix shell scripts and .bat files for
automating tasks. Provided documentation and trained administrative staff
and departmental liaisons.
Tier2 Technical Support Analyst
August 2006 - March 2008: Wireless Generation - Brooklyn, NY
Resolved helpdesk case escalations from Tier1 telephone support
representatives for over 3000 school districts across the United States and
Europe. Escalations related to configuration and installation of Palm
hardware and software on all versions of Mac OS X and Windows XP, Internet
browser issues such as Javascript errors, networking issues related to
TCP/IP connectivity with secure application servers, Outlook issues such as
Mailbox Cleanup and Junk E-mail settings, identifying data conflicts by
researching errors with SQL. Recent software and hardware deployment
experience installing sync stations on Windows XP and Mac OS X computers in
New York City Public School computer labs and administrative offices. QA
experience beta-testing applications on Blackberry and Windows Mobile
devices interfacing through MAC OS X and Windows XP.
Customer Data Coordinator
January 2005 - July 2006: Wireless Generation - Brooklyn, NY
Coordinated a team of up to 16 associates for the configuration and
processing of customer data for over 2000 school districts. Configured new
accounts with administrator permissions, staff and student data, identified
and escalated application errors. Responsible for training all new
associates on intermediate to advanced Excel and Outlook applications.
Coordinated with other departments to customize and integrate Salesforce
CRM to streamline work flow and increase productivity. Documented processes
and trained new employees in Account Management, Customer Care and
Deployment departments.
Systems Administrator
January 2002 - November 2004: Submerge Recordings - Detroit, MI
Serviced and maintained both Windows and Macintosh computers used for
office applications and digital audio workstations. Software support
included MS Office, Outlook, Entourage, Quickbooks, Adobe Creative Suite,
Final Cut Pro, and Pro-Tools. Hardware support included networked HP laser
printers, Epson scanners, Routers, Hubs and various USB MIDI Controllers.
Client-server network administrated with Active Directory on Windows 2000
server for office computers. Peer-to-peer network administrated with
Windows XP workgroups for recording studio computers. Technical support
during seasonal music tours for on-stage laptop computers, analog to
digital mixers, keyboards, electronic drum kits and DJ equipment.
Technical Support Consultant
August 2000 - December 2001: Los Angeles, CA
Amoeba Music assignment (3 months) required installation, deployment and
support of retail store computer network and retail terminals. Assisted
systems administrator with installation of over 50 computer register
terminals and 20 PC based listening stations in preparation for the grand
opening of Amoeba's Hollywood location.
Foote Cone and Building Incorporated assignment (6 months) required desktop
support on location in Irvine, California to 200 users. Configured,
deployed and supported Windows 98, Windows 2000 and Mac OS 9.x based
computers and laptops for office applications, graphic design and
multimedia production using Ghost imaging software.
Xerox Corporation assignment (6 months) required Tier 2 telephone support
in El Segundo, California. Telephone support included troubleshooting
TCP/IP connectivity with print servers and supporting customers with the
operation and installation of various Xerox brand network laser printers.
Supported Xerox print drivers for Adobe Photoshop, Illustrator, Quark,
Windows 95/98, Windows NT/2000 and Mac OS 9.x
Education
University of Southern California class of 2000
Bachelor of Science: Music and Interactive Multimedia Production
Major course study in music production: digital audio sample rates, bit
depth, MIDI and sync issues, computer based audio workstations running on
Mac OS and Windows, analog recording equipment, microphones, equalization
and effects processing. Minor course study in the development of
Interactive Media: HTML and Java Script coding, Macromedia Flash and CD-ROM
development.
Certifications
A+ Certified PC Technician
Network+ Certified Network Technician
New York University Windows Systems and Network Administration Certificate
Experienced with all facets of Windows and Macintosh Operating Systems.
Experienced with programming in SQL, HTML, BASH Scripting, Java Script and
basic PHP for web applications. Proficient in MS Office Suite, Adobe
Photoshop and Illustrator, digital audio workstation applications Pro-
Tools, Cakewalk Sonar and Ableton LIVE. Fluent Spanish speaker.
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