Manager Customer Service
Resume:
Randy Francisco
Tracy, Ca. *5034
abkg76@r.postjobfree.com
OBJECTIVE Seeking a position with a progressive company that will
utilize my skills, experience, and provide growth
opportunities.
COMPUTER SKILLS
Operating Systems:
Microsoft 7, Windows XP, Windows NT, Windows ME, Windows 2000, Mac 0SX, Mac
OS 8.6, Mac 0S9, UNIX, AIX, Linux, Sun OS, OS/2,, DOS,, Novell 2.15,
Novell 3.5, Novell 4.0, Novell 4.1, Novell 5.0, Novell 5.5, Exchange 5.5,
Software / Applications:
Microsoft Office 2007, Microsoft Office XP, Microsoft Office 2000,
Microsoft Office 1997, MS Word, MS Access, MS Excel, MS FrontPage, MS
Project, MS Visio, MS SiteServer, Internet Explorer, Outlook, Outlook
Express, Lotus Notes 7 and 8, PowerPoint, Adobe Photoshop, Adobe
Illustrator, Corel Draw Pro, Corel Coffee Cup, Quark Express, Cold Fusion,
Studio, Dream Weaver, Inspiration, Claris, File Maker Pro, SQL Server,
MySQL, SQL 6.5 & 7.0, EZ-SQL, Enterprise Manager, IIS,,Manager, NetObjects
Fusion, BroadVision,, WebSphere, Borland Sidekick (PIM), Coldfusion
Server,,Crystal Reports, Enterprise Manager, Query Analyzer, MAS 90,
Business Works,, Peachtree, Lotus 1-2-3,, Creative Solutions,,
Scheduler, Publisher, Turbo Tax, Quicken, QuickBooks, QuickBooksPro, World
Ship,, AutoCAD, Oracle, Active directory
Languages and Scripts:
C, C++, Visual Basic, Visual C++, PL/SQL, Java, JavaScript, HTML, HTTP/1,
HTTP/1.1, Pop Server, TCP/IP, SQL, Oracle PL/SQL, PERL, J2EE, ODBC/JDBC,
Python, PHP, mySQL, Cascading Style Sheets (CSS), Coldfusion, Active Server
Pages (ASP)
Hardware:
Macintosh, Sun Servers, Compaq, Intel Servers, IBM PC-XT, AT, PS-2, PC
clones, Dell, Gateway, 3Com Superstack 3 Switch 2200 with Gigabit Module,
3Com Superstack 3 Remote Access System 1500 Base Unit, Addtron Hubs, Intel
Network Adapters, Intel Express 9100 Router, Adtran DSU / CSU (TI ESF CSU
ACE), TCP/IP, IPX, Routers, Switches / Hubs, Raid / Mirror, TI / DSL / ISDN
/ Frame Relay, HP Printers (4000, 4050, 4500, 5si, 8000, P1000, 750c
plotter, 1120 and 1000, IBM PC-XT, AT, PS-2; PC clones: Acer, Dell,
Gateway, HP9000, IBM 36/38/AAS400, Access Points, Wireless Hubs and
Switches, 802.11b through N, Mismo Routers,
EXPERIENCE Desktop Support Specialist, October 2007- October
2008
Kaiser Permanente, Oakland, Ca.
(1 year Contract)
. Front-line interface to users, accepting trouble reports
including such activities as: handling system
installation and configuration, printer systems,
fundamentals of security, installing third-party
software and documentation of hardware/software logs and
operating procedures.
. Provides administrative support (e.g. writing
documentation for tickets, updating and maintaining logs
etc); Provides project support for large-scale
application upgrades and testing, evaluating and
documenting new equipment.
. Install and setup Blackberry PDA's and configures Treo
as well to work and synch with Lotus Notes.
. Coordinates Moves, Adds, and Changes to support complex
LAN networks, including configuration, training,
installation, maintenance, support and documentation of
hardware/software logs and operating procedures.
. Check and update the Remedy database from Incidents to
Service request, and close them on a timely manner.
Desktop Support Specialist, February
2007 - March 2007
Mattson Technology, Fremont, CA (Contract Work)
. Change all backup tapes on the servers and maintain the
data log.
. Work with Network Admin on the outlook 2003 e-mail
migration for all users within the company and abroad
. Handle day-to-day PC/Desktop Support issues and
requests
. Build and deploy new Desktop and Laptop PCs for users
. Maintain Internal Infrastructure for the remote office
location - Servers, Network, Security updates (working
with other Internal specialists)
. Monitor Request Tracking system to ensure service
levels are maintained
. Update Request Tracking system with completion and
status of requests
. Install and configure Network Printers and other
network devices
. Document all Internal Support Processes and Procedures
. Assist in facilities assignments as needed (office
moves, etc.)
. Perform other duties as assigned.
. Change motherboards on notebooks that needed
replacement.
Desktop Support Specialist, July
2006 - November 2006
Irwin Home Equity, San Ramon, CA ( Contract Work )
. Provided level 2 support for Enterprise proprietary
database applications
. Reset users password and update profiles on active
directory
. Technician for testing and deployment of 3rd party
software used on Windows 2000 desktop machines
. Facilitated effective communication and problem
resolution between outside vendors, developers, end
users and management
. Implemented Desktop Moves plan to assure adequate
switch capacity network Printer changes, and
specialized Application requirements
. Assist on post move support, with ultimate
responsibility for assuring al computers and
peripherals 100% operational at new site.
. Re-Image desktop systems and notebooks upon employee
Internal Help Desk, February 2006 -
July 2006
Sybase Inc, Dublin, CA ( Contract Work )
. Provides technical support as a single point of contact
of all employees including computers, hardware and
operating systems, voicemails, and data networks.
. Monitors various applications, web sites and networks
. Use basic troubleshooting skills to resolve all
customer issues regarding desktop pc, Sun workstation,
LAN, Wan, applications
. Program new Vpn card for new hires and terminated
employees.
. Manage users accounts on active directory
. Troubleshoot and assist users on Lotus Notes 6.5,
Create New Alias accounts on to notes and Unix.
. Using remote access tools in order to provide support
on Unix machines and in windows environment.
Field Logistics Support, January 2005
- January 2006
@Road Inc., Fremont, CA (Temp position)
. Provides technical support for Field technicians on
site regarding GPS tracking systems
. Ping units remotely using wireless network tools.
. Work as a mediator between wireless carriers and
technicians
. Create new orders for Hot swaps advance exchange
. Enter new service requests and track ticket progress in
Oracle Database
. Initiate follow-up with customer messages taken after
office hours
. Assist customers on installations in AutoDesk MapGuide
5.0 Plug-in
. Work with data carriers on resolving IP conflicts and
billing issues
. Assist Level 1 on escalations and follow up on calls
ERC Support Specialist, June 2004 -
September 2004
Equinix Inc., Foster City, CA
. Inbound and outbound ERC calls and email support
. Create new work orders for customers
. Enter all orders through Oracle database and used web
portals to reserve conference rooms and special tours
. Monitored LAN lines for net cool events for IBM, Google
and Yahoo clients
. Act as a mediator and scribe between customers cross
connect orders with IBX technicians on site
. Updated and added new customers and clients on database
. Created incident reports and new trouble tickets via e-
mail and distributed voice phone mail list
Technical Support Specialist March 2004 - May 2004
ADP Claims Services, San Ramon, CA (Contract Work )
. Provide support for new software version rollout
. Charged with converting a large volume of clients
(7500+) within three months
. Provide end-user support and software deployment
instructions
. Comprehensive technical support for new software
version release for ADP estimating software
. Supported a wide variety of network environments
including peer-to-peer and dedicated client/server
networks running on Win NT, 4.0, 2000, XP pro and
Novell.
. Used PC and ISQL as a remote tool when necessary
. Assist new customers on installing client sever
application
. Regarding applications on Shop Link software through
phone or e-mail support
. Used tools such as NS lookup, ping test and checking
for new service pack upgrades for SQL
. Configured ODBC setting Map drives and checking
settings
Network Support Specialist, February 2003 - July 2003
MegaPath Networks Inc., Pleasanton, CA
. Support existing remote DSL customers and setting up
new customers for remote work environment
. Includes Routers, Switches, Firewalls circuits, VPN,
PPPOE, MTU's, PVC rebuild, IP Chart conversion and
Stalker for new email accounts.
. Respond to outages and perform alerts within SLA
guidelines
. Telnet into customer's routers and configured before
iLecs to bring up the dedicated line.
. Working on the Whistler Radius server to create new
Rnets and private IP's
. TCPIP, configuring DNS and Gateways
. Bridge calls between IIecs and Clecs to run a Burt test
and loop test on troubleshooting customers SDSL and
ADSL connections
Tier 2 Support Specialists, October 2001 - August 2002
ASUS Computer Intl, Newark, CA
. Support main distributors and resellers on high-end
servers
. Support bare bone systems on a regular motherboard
. Configure raid boards for specific configurations on
customers needs
. Assist level support 1 on escalated discrepancies with
customers and helped with customer service department
. Answering e-mails on a daily basis and handling second
RMA's
. Test and validated new motherboards on compatibility
and performance test
. Created new reports for boards
Network Support Specialist, November 1999 - October 2001
Acer Neweb Corp, San Jose, CA
. Supporting OEM customers and distributing by phone, via
e-mail and fax
. Test and evaluate new products on 802.11 a, 802.11 b,
routers, usb, pcmcia and Access point's.
. Create compatibility and performance reports on
hardware engineers
. Configure TCP/IP gateways, DNS, and IP addresses and
configuring customers DSL and cable setups
. Testing new software for bugs and patches on compiling
full detail reports on issues
. Assist marketing, tsd dept
. Educating customers on presentations and technical
training on wireless product line
Technical Support Specialist, December 1998 - October
1999
Synnex Information Techology, Fremont, CA
. Diagnose and solve hardware software problems for all
Mitac brand system customers
. Perform all day-to-day support tasks like
troubleshooting NT servers; Novell 4.0 and TCP/IP
network configurations via e-mail and phone while
distributing with support
. Arranging for depot onsite services on computers in
warranty period
EDUCATION AMA Computer College
Computer Science
Makati, Philippines
Heald Institute of Technology
Electronics
Hayward, CA
KEYWORDS Desktop Support Specialist
Contact this candidate