Service Software
Resume:
Edward B. Perez
San Jose, Ca. *****
Email: *******@***.***
SUMMARY:
Skilled Helpdesk Analyst with experience able to provide
excellent customer/user service and work quality while
demonstrating attention to detail, flexibility and support in
diagnose and resolving hardware, software, and peripheral
problems. Possess effective communications skills, and work well
with others at all levels. Effectively render technical advice
to non-technical personnel.
TECHNICAL SKILLS:
Hardware: IBM/Lenovo, Dell, HP desktop pc and notebooks, Blackberry
Software: Microsoft Office 2003/2007, Bomgard, Lotus Notes, CISCO VPN
Client, SAP, Odyssey wireless, Amberjack wireless, Citrix, Remedy,
InfraDesk, CBS Connect,
Blackberry Enterprise Server, PageScope Box Operator, DameWare Remote,
Platforms: Windows 2000/XP
PROFESSIONAL EXPERIENCE:
Silicon Valley Bank (Contracted through TAOS), Santa Clara, CA 2010
End User Service-Service Desk
Provide Tier 1 support for the SVB user community. Resolve user questions,
problems and requests in the areas of hardware, software, remote access or
networking issues.
. Setup and activate new user accounts, and troubleshoot
Blackberry issue utilizing the Blackberry Enterprise Service.
. Modify user profile on the Windows Active Directory, install
applications via the SoftGrid, and access to network share
drives.
NEC Corporation of America, Santa Clara, CA 2003 - 2009
Service Desk Analyst 2005-2009
Provide First-level technical support for global IT infrastructure
supporting in-house and remote users throughout the U.S. Troubleshoot
hardware, software and connectivity issue for Windows XP, Office 2003/2007,
Outlook environment.
. Resolved user's inability to log into system requiring
password reset, unlock user accounts using the Active
Directory, email problems (Outlook and Lotus Notes email) and
VPN connectivity.
. Handled 15+ calls per day with majority of the calls resolved
within the Service Level requirement (80%).
. Escalation of complex problems to next-level support,
simultaneously keeping users informed as to the status of open
tickets. Extensively utilized ticket-tracking system (Remedy)
to record and track issues.
Computer Operator 2003 - 2005
Monitored and operate systems and application processes in adherence of
established procedures and schedules including running jobs, prepare tapes
for daily and monthly backups.
Edward B. Perez Page 2
E-Global Network, San Ramon, CA
2003
Systems Operator
Responsible for the systems, network and application support of
company's critical business applications on NT and Windows XP
platforms.
. Created documentation for routine scripts and procedures to
initiate corrective procedures and solutions for properly
handling of production software and hardware problems that
reduced down time by 70%.
. Troubleshot computer, printers, and other peripheral
problems.
. Maintained records of processing problems and actions taken
to correct problems.
Sun Microsystems, Newark, CA 2001 - 2002
System Administrator Associate (contracted through EDS Corporation)
Responsible for the daily production activities, including scheduling
and executing Oracle batch jobs in accordance to scheduling and
special requests procedures.
. Monitored in coming emails and the production environment,
through use of Web based tools, for systems and application
anomalies, open problem tickets, and to escalate problems to
the appropriate support groups.
Amdahl Corporation, Sunnyvale, CA 2001
Network Technician (contracted through EDS Corporation)
Responsible for monitoring and troubleshoot the network connection
between field offices and remote users to the corporate head quarters.
Provide first level support for problem solving, questions, issues,
and overall support of the Network Systems and equipment.
. Communicated with external vendors (AT&T, Sprint, and local
telephone companies) to diagnose wiring/hardware problems.
Scheduled dispatches and assist vendors with troubleshooting
network connections.
Veritas Software Corporation; Mountain View, CA
2000- 2001
Operation Specialist
Sole third shift staff ensuring effective overall operation by
carefully monitoring hardware and software, and responding as a first
level support.
. Developed procedures and written documentation governing the
operation of the servers, the scheduling system database,
environmental requirements of the equipment room.
. Performed data restores and system backups using established
schedules.
.
EDUCATION:
Bachelor of Arts; Social Science; San Jose State University, San Jose,
CA
Computer Information Systems; West Valley College, Saratoga, CA
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