Customer Service Technical Support
Resume:
Sandra J. Froland
Arcadia, CA 91007
abm0qe@r.postjobfree.com
Overview
Skilled helpdesk analyst with 6 years experience PC and CLIENT/SERVER
TECHNICAL SUPPORT. Proven experience in diagnosing and resolving difficult
problems in the areas of hardware, applications, and operating systems.
Eager to get the problem solved, and get the customer backup and running,
and closing the trouble ticket within the SLA guidelines. Proven
experience in giving advice, and sharing my knowledge by training my
customers on how to use their computers, and software more effectively.
Technical Capabilities
Operating Systems: Windows 9.x Windows 2000 Windows XP
Novell 3.x Novell 4.x Windows NT
Windows 2000 server
Software: MS Office MS Outlook MS Exchange
Netmeeting Internet Explorer TCP/IP
WINS DNS PC Anywhere
Symantic Anti Virus Siebel Vantive
Winzip Lotus 123 Procomm Plus
Symantic Ghost Tridia VNC Gotomeeting
Hardware: HP desktops HP laptops HP LaserJet
printers
HP DeskJet printers HP plotters HP scanners
Epson dot matrix Modems Network cards
Cat5 cabling Network hubs Macs
PROFESSIONAL EXPERIENCE
PRIME CLINICAL SYSTEMS INC., Pasadena, CA 05/2007 - 11/2009
Software designer which specializes in designing medical practice
management, and electronic medical charting software.
Customer Support Analyst
. Heavy phone support of two of the three software platforms.
. Daily training of clients on how to use the software more efficiently.
. Assisted clients in sending electronic claims, and receiving of
autopayments.
. Updated the client's software as new versions came out.
VOLT TECHNICAL RESOURCES, L.L.C, Orange, CA 07/2006 - 04/2007
Contract Employer
Contract Network Analyst - Southern California Edison - Rosemead, CA
. Provided primary morning shift hot-line support for the Netcom RF
(radio frequency) network.
. 99% successful acquisition, communication, and configuration of newly
installed radios, and meters. Daily updating of the Netcom radio
database. Including monthly comparisons to the database, and the
actual radio network, making corrections where needed.
Sandra J. Froland
Page 2
U.S. DEPARTMENT OF HOMELAND SECURITY - FEMA 09/2005 - 04/2006
Field Technical Support Analyst
Provided Network and technical support to the Joint Field Office.
. Immediate response to trouble calls to keep downtimes to a minimum of
1%.
. Audited training sessions to assist with password changes, and
technical difficulties.
. Setup and tore down classroom networks as needed. Including pulling
Cat5 cables to repair broken network pulls.
. Promoted to the day shift lead - responsible for staffing, backups,
user rights and permissions.
CB RICARD ELLIS INC., Newport Beach, CA 2000 - 2005
Senior Helpdesk Analyst
Provided technical support to over 17,000 employees within the company, and
managed the caseload.
. Reduced number of open case load by assisting with 20% of other
analyst cases.
. Provided desk side support reducing employee downtime.
. Processed up to 40 User Request Forms daily, for network, email, and
Intranet systems access.
. Decreased response time by mentoring the Junior Analysts on the desk
though sharing knowledge, and leading training sessions.
. Forged good working relationships by meeting and exceeding employee
technical needs.
. Assisted with the Wide Area Network Group with on call support
services for network outages.
SYSTEMS SEARCH AND CONSULTING, Santa Monica, CA 1999 - 2000
Contract Agency
Contract Exchange Administrator - CB Richard Ellis, Torrance, CA
. Teamed with Global Messaging Services to introduce and implement MS
Outlook thereby increasing employee productivity.
. Achieved exceptional performance reviews for the duration of the
contract assignment resulting in a promotion to a full time Senior
Analyst at CB Richard Ellis.
JACOBS ENGINEERING GROUP INC, Pasadena, CA 1989 - 1998
Technical Support Professional
Primary technical support person for Senior Management, and their
assistants.
. Reduced downtime by 85% by developing a checklist of critical
production systems and diagnosing these systems every morning to
insure that they were functioning properly.
. Upgraded the Arcnet Network to Ethernet, after the explosion and flood
destroyed the original equipment.
. Replaced the antiquated teletype system with a more modern PC based
system.
. Awarded signed hard bound books by the company's founder for technical
assistance in the publishing process.
. Supported management's efforts to decrease operating costs by closing,
and consolidating offices in Arizona, and California.
. Increase effectiveness of Project Managers by relocating departments,
and providing on site technical support to remote jobsites.
. Purchased, evaluated, and provided recommendation to VP of Information
Systems on all types of computer hardware and software
Sandra J. Froland
Page 3
. Improved Email flow by installing new Microsoft Mail post office, and
updated the existing postal hub design.
. Initialized nightly directory synchronization batch jobs ensuring that
the Global Address Book was current for the Email system.
Education
B.A. Organizational Studies - Pitzer College - Claremont, California
A.A. General Education / Business - Pasadena City College - Pasadena,
California
Professional Development
Dell Certified Technician 2001 - 2002
Ethics and Compliance - CB Richard Ellis
U.S. Government Ethics & Customer Service - FEMA
Contact this candidate