Technician Customer Service

Location:

Sacramento, CA, 95825

Posted:

September 30, 2010

Contact this candidate

Resume:

GENERAL QUALIFICATIONS

. Seasoned expert in configuration and testing of PC software, hardware,

peripherals, and networks with a strong ability to be analytical and

methodical in solving problems and creating new solutions; over 23 years

professional experience.

. Administrative and support experience with Microsoft Windows 2000 and

2003 servers using Active Directory(AD) creating, modifying, and

retiring/terminating accounts, and modifying permissions to users,

groups, and file shares. AD scripting experience with logon script

modification and VB scripting to assure each system had Domain Admins as

a member of the Administrators group. Also supported SQL servers as

needed.

. Administrative and support experience with Exchange 2003 creating email

accounts for people and groups. Heavy support experience for Outlook

2003 and 2007.

. Provided technical support in person, by remote control software, by

email, and by phone; Help Desk skilled with various software packages,

such as c.Support, Track-IT, Magic, Remedy, and HEAT. Familiar with SMS

2003, VNC, Remote Desktop, Citrix, PC Anywhere, WebEx, and Dell's custom

software.

. High volume detailed work performed for Softwaire Centre's Accounts

Receivable and Inventory needs. My work was focused, fast, and accurate

to the penny. This skill transferred to Help Desk ticket processing for

account changes, etc.

. Installed and configured Citrix client on all workstations; installed and

published applications as needed on Citrix servers.

. Experienced with: antivirus, spyware, and hard drive utilities; Microsoft

Office 2003/2007, Novell clients, Citrix, Lotus Notes 5.0/6.5, Ghost,

tape backup software, driver installations and updates; security software

- IBM/Lenovo, PGP, and Microsoft EFS; and many other applications. Basic

knowledge of UNIX, AS/400, and SQL.

. Maintained a library of current software, diagnostics, drivers, and

firmware - available for easy access and deployment.

. Researched, specified and recommended PC solutions. Configured and

tested PC software, hardware, peripherals, and networks. Trained users

on systems as needed.

. Performed needs assessments and system analysis for migration projects to

ensure data transfer and minimize user impact.

. Heavy experience with IBM/Lenovo desktops and notebooks, including the

use of Ghost to image systems. CoreLogic uses 97% IBM/Lenovo equipment

and there were over 380 systems.

. Fluent in HTML coding using Notepad with some programming in JavaScript,

VBScript, and Java.

PROFESSIONAL EXPERIENCE

Consultant work for self-employed people, friends, and referrals; Windows 7

support; Sacramento, CA; June 3, 2008 - Current

INSIGHT GLOBAL INC/CREATIVE TOUCH INTERIORS, Sacramento, CA

Active Directory Administrator and Migration Technician, April 9, 2008 -

June 2, 2008

Scripted migration user profiles and computer accounts from one domain to

another. Required knowledge and use of Active Directory. Also updated all

systems with current Microsoft patches, and verified/updated the Symantec

Antivirus client on all computers. The migration moved Windows 2000 and XP

systems from a Windows 2000 Server domain to a new Windows 2003 Server

domain. I also provided post-migration end-user technical support. AD

script modification and support.

R SYSTEMS/CALIFORNIA DEPARTMENT OF HEALTH CARE SERVICES, Sacramento, CA

Security Updates Technician, January 22, 2008 - February 15, 2008

Used SMS 2003 to generate reports of which computers were lacking proper

Microsoft security patches; coordinated a time with the end users to allow

me to logon by remote access tools, apply the updates, restart the

computer, notify the end user their computer had been updated; provided a

report of all updated systems to management. Active Directory knowledge

used.

DIRECTAPPS INC/SUTTER HEALTH, Sacramento, CA

PC Replacement Technician, August 7, 2007 - August 29, 2007

Replaced existing PCs with new ones imaged as directed.

FIRST AMERICAN CORELOGIC, Sacramento, CA

LAN Services Support Technician/Help Desk/Desktop Support Analyst,

September 26, 2005 - July 13, 2007

Windows Server Administrator - Exchange 2003 and SQL servers; Active

Directory use on a regular basis; provided support for 250 users on-site

and at remote locations; provided server level support to Windows based

business application servers; resolved issues from end users as received by

phone, walk-by, and from the c.Support ticketing system; on-call after

hours support with 15 minute response time; heavy support for

Outlook/Exchange email; maintained corporate LAN user

PROFESSIONAL EXPERIENCE -continued-

services; administered corporate email, network file server facilities, AD

scripting, wireless network, VPN server; Shoretel phone system, and SMS

2003; supported Production Windows servers (including Citrix) where

required; created purchase orders and then installed and configured

software and hardware when products arrived; installed Citrix client on all

workstations; published applications on Citrix server as needed; SQL basic

installation of server and connectivity software, quickly resolved systemic

end user technical issues; improved system security by increasing password

complexity, setting default screen saver to lock workstation after 15

minutes, and implementing PGP Email and Whole Disk Encryption; improved

customer experience by using remote control solutions like VNC and SMS;

supported Mac notebooks; possess the ability to ascertain key technical

issues from diverse technical symptoms; able to understand technical issues

based on descriptions from non-technical customers; scripted migration of

user data from one system to another.

*** CONTRACTOR FOR VARIOUS CLIENTS FROM JULY 2001 THROUGH JULY 2005 ***

SAPPHIRE TECHNOLOGIES/CALIFORNIA GOVERNOR'S OFFICE OF EMERGENCY SERVICES,

Sacramento, CA

Associate Information Systems Analyst, October 22, 2004 - June 30, 2005

Deskside support for 65 users; supported Compaq, Gateway, HP, and IBM

desktops and notebooks running Windows 98, 2000, and XP in a network

environment of Linux, Unix, Windows NT 4, Windows 2003 Server (Active

Directory Admin), and Novell; created, managed, and disabled user accounts,

reset passwords and updated user groups; supported Office 2000/2003 and

Lotus Notes 5.0/6.5; migrated systems from Windows 98 and 2000 to XP, and

from Lotus Notes 5.0 to 6.5.

CIBER INC/SACRAMENTO COUNTY DEPT OF HEALTH AND HUMAN SERVICES, Sacramento,

DHHS Support Center Analyst, August 18, 2004 - September 13, 2004

Provided Help Desk support for over 4000 users; trained for HIPAA

compliance of all users; solved 75% of calls by phone, with an average call

length of 12 minutes; most of the systems were Windows 2000; used Active

Directory to validate users, reset passwords, and update user details;

heavy use of VNC for call resolution; dispatched technicians for deskside

support needs. Supported Microsoft Office, including Outlook 2003 and

Exchange.

K-FORCE/COLDWELL BANKER, Sacramento, CA

PC Technician, on the NRT Active Diectory Migration Project; July 30, 2004

- August 6, 2004

RAPIDIGM/U.C. DAVIS MEDICAL CENTER. Sacramento, CA

Programmer Analyst, on a PC Replacement Project; July 5, 2004 - July 16,

2004

VOLT/APPLE COMPUTER, Elk Grove, CA

AppleCare Technical Support, March 26, 2004 - July 1, 2004

Frontline Technician (Customer Help Desk). Responsible for troubleshooting

and resolving customer Macintosh hardware, software and connectivity

problems over the phone. Requires solid technical knowledge, telephonic

troubleshooting and hands-on experience with computers including hardware,

software, internet, operating systems, networking and other computer

related problems. Also requires customer service experience in the

computer industry. Strong written and verbal communication skills.

Flexible in terms of working schedule. Type a minimum of 30 WPM.

Successfully passed a drug screen and background investigation as is a

requirement for employment. Support Mac OS 9 and OS X operating systems,

and all Apple software and hardware. Sold warranty upgrades, hardware,

software, and more. Completed Apple's 4 week training on Apple products.

TECHLINK SYSTEMS/HEWLETT-PACKARD, Roseville, CA

Parts Quality Escalations, July 29, 2002 - January 31, 2004

Investigate and escalate parts quality issues using my PC Technician and

Help Desk technical experience. Works with customer service, end-users,

authorized service providers, and HP engineers. Uses computer technical

skills for analysis of reported parts failures. The cases handled are only

those where a replacement part was shipped twice, and failed to resolve the

problem. Occasionally HP hardware was used with non-HP equipment, and this

required conference calls for support with the other hardware vendors.

Logistics issues also processed.

SPHERION/DELL COMPUTER CORPORATION, Austin, TX

Sustaining and Test Technician, July 26, 2001 - November 21, 2001 - Used my

PC Technician and Help Desk experience to test systems that are currently

shipping or have shipped in the past with new BIOS updates, accessories,

system drivers, and

PROFESSIONAL EXPERIENCE -continued-

operating systems. Required proficiency in MS Windows 9x, Windows NT,

Windows 2000, Windows XP, Ghost imaging software, and with image

verification. Also required computer setup and troubleshooting of systems

in various hardware configurations for multiple hardware platforms -

portables and desktops. Report issues with detailed results to Dell

engineers. Test Microsoft Whistler (Windows XP Pro and Home) on Dell

computer systems. Tested with RC1, RC2, and additional XP releases. Test

plans included clean installations and upgrades/migrations from other

Windows versions - Windows 98, 98SE, ME, NT4, and 2000. Ghost software

provided the images for some tests. Tests also included third party

application and hardware validation on Dell systems. Test results reviewed

and escalated as necessary.

DELL COMPUTER CORPORATION, Austin, TX

CSD Senior PC Technician Specialist B1, Level 2 PC Technician, August 3,

1998 - April 7, 2001

Supported Dell systems running Windows 95, 98, 98SE, ME, NT 4.0, and 2000

Professional with any shipped software, including such major Microsoft

programs as Office 97/2000 in Small Business and Pro editions.

Dimension systems Early Life Support (ELS) team player; ELS information was

used to significantly reduce support costs and also to improve the

customers' experience with Dell systems; tested pilot and other pre-

production systems and components and reporting issues found as well as

possible solutions; provided technical support within the first 30-days of

system ownership to Dell's Home and Small Business customers, reported the

issues customers experienced and the resolutions to the same; reports were

made for every call received, and all data was entered into the I-Track

database for engineers to review; participated in review teams to provide

more detail as to what customers experience with Dell equipment, and also

to share the same information with other ELS team members.

Also provided computer technical support by telephone for Dell's Home and

Small Business Group. Responsible for the resolution of hardware and

software technical problems as well as dispatching service technicians

(Help Desk) as needed for the replacement of parts under warranty.

Responsibilities include customer satisfaction, first-time fix, call

ownership, and correct determination of parts needing replacement. Possess

strong telephone communication skills, much patience, and an excellent

technical knowledge for troubleshooting computer systems. This position

also required that I be able to walk customers through how to replace parts

in their systems - even down to the motherboard and CPU. It was a

combination of first level help desk support and second level PC technical

support.

INTEL CORPORATION, Folsom, CA

Server Engineer / Contract Employee, May 1997 - December 1997

I worked on the Win/Win project as a Server Engineer using my Help Desk and

PC technician skills to better implement solutions for the migration

project. With minimal impact to clients, I migrated the Folsom site

personal network drives from Banyan servers to Windows NT servers. As a

team player, I assisted in the following: validating user accounts for

migration; customer communications; testing OnTime for NT, migrated OnTime

calendars from Banyan to NT, retiring Banyan servers from use in the

environment, and providing some post-migration telephone technical support.

Over 600 servers migrated, and over 40,000 network accounts handled.

*** CONTRACTOR FOR VARIOUS CLIENTS FROM OCTOBER 1995 THROUGH MAY 1997 ***

SmartSource/The Money Store, PC Technician and Help Desk, April 1997 - May

1997

Linda Rogers and Associates/County of Sacramento, PC Technician and Help

Desk, January 1997 - February 1997

CalStaff Staffing Specialists:

Sacramento Municipal Utility District, Software Support Technician, July

1996 - December 1996

Sutter Health, PC Software Support Technician, December 1995 - June 1996

U.S. Department of Energy, Help Desk and PC Technician, October 1995 -

December 1995

OTHER EMPLOYERS INCLUDE:

Softwaire Centre / MicroAge of Sacramento, Network Administrator / PC

Technician, Sacramento, CA

RYNO Computer Systems, PC Technician, Benicia, CA

MicroResources, PC Software Support Specialist and Technical Advisor, Napa,

Radio Shack Computer Center, PC System Sales and Support, Vallejo, CA

TECHNICAL SUMMARY

Hardware Experience Years Last Used

Level

PC Desktop Computers Heavy 11 or 2008

Apple Macintosh Medium 2 years 2008

Digital Cameras Medium 7 to 9 2008

Flatbed Scanners Medium 9 to 11 2008

Hard Drives Medium 11 or 2008

Inkjet Printers Heavy 7 to 9 2008

JAZ and ZIP Drives Medium 5 to 7 2002

Laser Printers Medium 11 or 2008

Modems Heavy 11 or 2008

Network cards Medium 11 or 2008

Network Servers and Medium 11 to 2008

Laptops/Notebooks More

PDAs running 2002/2003 Light 4 to 6 2007

Sound cards Heavy 10 to 12 2008

Tape Drives Medium 4 to 6 2006

Video cards Heavy 10 to 12 2008

Software Experience Years Last Used

Level

Access (all versions up to 2007) Basic 7 to 9 2008

Knowledge

DOS 2.1 to 7.0 Heavy 11 or 2008

Excel (all versions up to 2007) Medium 11 or 2008

Lotus Notes 5.0/6.5 Medium 1 to 2 2005

Microsoft Office (all versions Medium 11 or 2008

up to 2007) More

Novell Netware 2.x to 5.x Medium 7 to 9 2005

Outlook 98/2000/XP/2003/2007 Heavy 9 to 11 2008

PowerPoint (all versions up to Basic 2 to 4 2008

2007) Knowledge

Project 2003 Basic 2 to 4 2008

Knowledge

Spyware Removal and Prevention Heavy 3 2008

Utilities

Visio (pre-Microsoft and Light 2 to 4 2008

Microsoft versions)

Windows 1.0 to 95/98/98SE/ME Heavy 11 or 2005

Windows NT 3.5x-4.0 Heavy 5 to 7 2008

Server/Workstation

Windows 2000 Pro Heavy 7 to 9 2008

Windows 2000 Server w/Active Medium 2 to 4 2008