Customer Service Software

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

Roseville, California *****

916-***-**** / abl190@r.postjobfree.com

____________________________________________________________________________

______________________________________________

Highlights

IT professional with strong troubleshooting skills, a firm belief in

quality customer service, and a desire to make daily functions as efficient

as possible. Recently created a universal Windows XP image that can be

installed on any desktop computer, reducing deployment times by 75%, and

improving overall customer satisfaction.

____________________________________________________________________________

________________________

Qualifications / Proficiencies

? 8 years of desktop / ? Desktop, laptop, server ? Windows Server

network support hardware administration

? A+ certified ? Windows OS (XP / Vista / ? Active Directory

7) administration

? Network+ certified ? Microsoft Office (XP / ? Network / Systems

2003 / 2007) security

? Security+ certified ? OS imaging (Ghost) ? Disaster recovery /

Business continuity

? Dell Certified Systems ? Batch file scripting ? Project management /

Expert User training

____________________________________________________________________________

________________________

Professional Experience

Desktop Support

. Respond in a timely manner to user phone calls, e-mails and helpdesk

tickets.

. Examine and resolve issues with system connectivity, hardware, and

software.

. Build, test, deploy, and maintain custom built workstation / laptop

images (using Windows XP, Vista, and 7).

. Create, test, and deploy software packages for local and remote users.

. Develop and test automated batch scripts for efficient application

deployment.

. Create documentation for solutions to software / hardware issues.

. Configure and deploy network and desktop printers.

. Setup fax machines, scanners and copiers.

. Configure and deploy Blackberry, Windows Mobile, Apple, Palm handhelds

/ smartphones, and Cisco desktop phones.

Server Administration

. Rack, stack, configure, and maintain Windows (2000/2003/2008) based

servers.

. Replace failed hardware components (e.g. Power supplies, hard drives,

raid controllers, memory).

. Create and manage Microsoft Active Directory, Exchange, Novell

eDirectory, GroupWise, Oracle (10g), and Blackberry Enterprise Server

accounts.

. Configure and manage server folder permissions, and group policies.

. Perform incremental (nightly), and full (weekly) server system

backups.

Network Support

. Rack, stack, cable, and configure: Switches, routers, cable

management, and patch panels.

. Troubleshoot connectivity issues for switches, routers, patch panels,

cabling, and network drops.

Project Management / User Training

. Familiar with ITIL methodology and its use.

. Work with business units to identify hardware and software needs.

. Contact vendors for specifications, price quotes, trial software /

hardware, and setup test environment.

. Analyze test environment with the business unit, and assess if the

outcome was successful.

. Procure, integrate, and deploy software / hardware solution.

. Create and maintain installation and training documentation.

. Train employees how to use new systems and software installations.

Security / Disaster Recovery

. Harden operating system images for security.

. Ensure software vulnerabilities are patched, and compromised systems

are removed from the network.

. Install and configure disk encryption software on desktop, laptop, and

external drives.

. Maintain hardware and software inventory.

. Identify, remove, and securely delete data from decommissioned

equipment.

. Manage off-site tape rotation.

. Test and restore data from system backups.

. Create recovery requirement documentation for business continuity

planning (BCP).

. Participate in yearly offsite disaster recovery tests; restore tapes

to warm backup site equipment.

____________________________________________________________________________

________________________

Employment History

CoreLogic Rancho Cordova, CA 05/08 - Current

Desktop / Systems Engineer

Edfund, Inc Rancho Cordova, CA 05/05 - 10/07

Associate Network Systems

Administrator

RagingWire Enterprise Solutions, Sacramento, CA 04/04 - 05/05

Inc

Senior Helpdesk Technician

Networks Plus Technology Group San Diego, CA 08/03 - 04/04

Senior Desktop Deployment

Technician

Kyle Travel Santa Clara, CA 12/02 - 08/03

Computer / Network Support

Technician

____________________________________________________________________________

________________________

Credentials & Training

American River College, Information Systems Security Certificate

FOUNDATION COLLEGE, PC SUPPORT / HELP DESK CERTIFICATE

COMPTIA, A+, NETWORK+, AND SECURITY+ CERTIFIED

DELL INC, ASSOCIATE DCSE (DELL CERTIFIED SYSTEMS EXPERT)

MICROSOFT, MCP WINDOWS XP PROFESSIONAL (IN PROGRESS)

WILLIAM B. SOSZKA

Contact this candidate