Customer Service Manager

Robert Wilkinson

**** ****** ******

Carmichael, CA 95608

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

916-***-**** (home)

916-***-**** (cell)

OBJECTIVE

IT professional seeking a PC technician/desktop - network support position

that will allow me to utilize my knowledge of hardware, software, PC

trouble-shooting and LANS.

TECHNICAL SKILLS

A+, MCDST, MCP, CNE, (CCNA in progress)

Operating Systems: DOS, UNIX, Windows 3.1/95/98/NT

4.0/2000/XP/Vista/Windows 7

Business Applications: Microsoft Office 97/2000/2003, Remedy, Track-it!,

Applix, Lotus Notes 5.0.3, Ghost

Remote Tools: VNC, PC Anywhere, Bomgar

PROFESSIONAL EXPERIENCE

August 2007 - February 2009 - 40 Hours Per Week - PC Technician/Desktop

Support

Sapphire Technologies, contractors for Sutter Hospitals, Sacramento

. Responsible for the PC Refresh Project for Sutter Hospitals in Sacramento

. Update the Remedy database

. Update Active Directory

. Hardware and related driver installation, IPAQ setup, 3270 Emulation

Software

. Travel to the various hospitals, and other care centers and facilities

. Write detailed procedures on software installs

. Contact vendors when software needs up upgrading

. Coordinate the delivery of computer systems from the warehouse

. Communicate information to the Network Team about permission issues and

security

. Bomgar for remote troubleshooting, Ghost for disk imaging

July 2001 - April 2007 - 40 Hours Per Week - PC Technician/Desktop

Support/Field Technician

Staff-Tech, contractors for the County of Sacramento DHHS

. Troubleshoot PC related software and hardware problems

. Proficient in Windows 95/98, Windows NT4.0, Windows 2000, Windows

XP

. Familiar with network protocols and resolving connectivity issues

. Diagnose computer hardware problems and replace defective components

. Ghost for disk imaging and image creation

. New user setup, 3270 Emulation Software for Medi-Cal interface

. Attachmate Extra installation, setup and configuration

. Configure and troubleshoot the CPS/CWS software used by the social

workers

. Excellent customer service skills

. Configure PCs for Sacramento County's Network

. Netmeeting and VNC for remote troubleshooting

. Responsible for organizing setup room

. Serviced PCs at the County's WIC facilities, and various County health

care clinics

. Ensure adequate supplies on hand for necessary maintenance

. IPAQ configuration

. Palm Pilot configuration

. Blackberry setup

. Track-It! ticketing system, Applix ticketing system, Active Directory

Robert Wilkinson

October 2000 - July 2001 - 40 Hours Per Week - PC Technician /Desktop

Support

Technology Integration Group, contractors for Hewlett-Packard, Palo Alto,

CA

. Troubleshoot PC related software and hardware problems

. Proficient in Windows 95/98, Windows NT4.0, Windows 2000

. Familiar with network protocols and resolving connectivity issues

. Excellent customer service skills

. Configure PCs with Hewlett-Packard's COE

. Reimage systems using Ghost

. Netmeeting for remote troubleshooting

. Utilize Remedy 4.9 BLT for tracking tickets

May 2000 - October 2000 - 40 Hours Per Week - PC Technician/Help Desk

Manager/Desktop Support

SEMI, San Jose, California

. Help Desk, Level 1 & 2 Support for 200 local users, and remote support

for offsite users

. Install and configure Windows NT 4.0 and Windows 2000 Workstations

. Responsible to update Server Manager and User Manager

. Responsible for hardware and software upgrades

. Maintain hardware and software inventory database

. Use Lotus Notes to assign all help desk tickets

. Use PC Anywhere for remote access troubleshooting

. Schedule staff meetings

. Responsible for bulk emailing using PC Anywhere

December 1999 - May 2000 - 40 Hours Per Week - PC Technician/Desktop

Support

United Defense, San Jose, California

. Responsible for maintaining PC upgrades

. Provide complete technical support for 1000+ end users

. Responsible for computer hardware and software upgrades

. Phone support help desk, answer technical calls from the end user

. Assignment included repairing PC related problems, setting up system

configurations, and installing new systems on NT and Novell

networks

. Use Remedy to coordinate installations, track PC related problems for the

purpose of assigning them to the appropriate technicians

1

EDUCATION

B.A. San Francisco State University

Credential: Multi- Subject K-12

Certifications: A+, MCDST, MCP, CNE

References and letters of recommendation available on request

Contact this candidate