Customer Service Management

SUMMARY

IT Support Technician with extensive experience in desktop client services,

domain and peer-to-peer networking, server implementation and management,

application systems administration, in addition to IT project coordination.

Key strengths include problem solving, versatile and interpersonal skills,

a strong background in hardware and software troubleshooting.

PROFESSIONAL EXPERIENCE

FREELANCE IT SPECIALIST, Irvine CA 2/2009 - Present

A personal technical service aimed at providing PC and Network

Administration support to various clients.

PC Technician / Network Administrator

Provided support in response to numerous requests for resolving issues with

personal and business computers and offered network administrative support

to a non-profit organization.

. Removed viruses and malware from infected computers.

. Resolved network and software configuration problems

. Upgraded or replaced hardware, peripheral devices and networking

equipment

. Conducted data back-ups and restoration

. Reinstalled, configured and updated operating system and application

software

. Managed a Microsoft domain consisting of Small Business Server 2003 and

Windows Server 2003 Terminal Services.

. Managed network, email and internet filtering devices and services

. Provided consultation

EAGLE MANAGEMENT ENTERPRISES, INC., Orange CA 7/2008 - 1/2009

A small company of less than 50 employees, parent to entrepreneurial

businesses involved in commercial and residential real estate development,

helicopter tours and purchasing, and storage facilities.

Small Business Network and Systems Administrator

Solely responsible for managing a Microsoft Windows domain comprised of

Windows Server 2003 with XP Professional and Vista clients, a Toshiba

phone/voicemail system and the Sprint mobile business account and assets.

Decision maker for all IT related issues, tasks and changes.

. Restored stability to network - Repurposed underutilized servers,

increased storage space, identified and consolidated aged data,

uninstalled non-essential software. Resolved all Active Directory

configuration issues, updated system and application software and

conducted preventive maintenance on servers, desktops and laptops.

Corrected login scripts, simplified user/client access and performance

issues, modified phone/voicemail settings.

. Secured network - Removed invalid protection software, viruses and

malware. Implemented anti-virus, anti-spyware/malware solution,

reconfigured user and folder permissions and locked-down desktop

profiles. Disabled or deleted inactive user/computer accounts.

Standardized computer naming conventions, inventoried all underutilized

hardware, consolidated/organized unsecured install media and managed

Velocity office access/security system.

. Optimized network - Deployed Terminal Services for LAN and remote

clients. Configured System State, Exchange Stores plus other critical

data for automated backups. Setup email archiving, reconfigured Firewall

appliance for restricted VPN access, port settings and Internet

filtering. Implemented In-the-Cloud Email filtering. Installed SharePoint

Services and created documentation site, reconfigured printer

access/permissions and minimized network equipment.

. Negotiated with vendors, support providers and resellers - Reduced

phone/data annual services cost by 12%, reduced phone/system annual

support costs by 56%. Consulted with providers for new

applications/equipment and managed acquisition of software & hardware.

. Designed new network infrastructure - Assessed company's current and

future needs; determined hardware/ software requirements; planned

virtualization and new backup/disaster/recovery implementation.

. Coordinated relocation of company phone and data services to new office

facility, completing project under budget and before due date.

INDYMAC BANK, Irvine CA 4/2004 - 7/2008

The largest savings and loan bank of Los Angeles and the ninth largest

mortgage lender in the United States.

Systems Analyst II - IT Enterprise Client Services and Support

Level-2 Desktop Support for both internal and remote clients, Process

Developer and Project Coordinator for the IT Service Management Department.

. Involved in capital expenditure project to upgrade company's IT Service

Management tool; responsible for project documentation, financial

budgeting and status meetings; collaborated with development project

manager and IT Consultant for tool evaluation, analysis and selection;

initiated communications with eligible vendors, coordinated vendor tool

demonstrations, presentations, Proof of Concept and high-level cost

discussions.

. Planned, coordinated and executed to completion a capital expenditure

project to upgrade 10,000+ company desktops, laptops and workstations to

Windows XP Service Pack 2 via SMS, ScriptLogic's Desktop Authority and

VPN portal. Roll-out of the service pack involved collaboration with

developers to upgrade custom core applications to XP SP2 compliancy,

strategizing and managing deployments to sites and business units

respectively without negatively impacting network bandwidth and

production, pre/post-deployment analysis and reporting.

. Integrated the Systems Management Server (SMS) Release Packaging Team

with Release Management, created new procedures and documentation, and

implemented the team as a Release Management asset. Provided training to

new team leaders, expanded the role and responsibilities of off-shore

resources and supervised a successful turnover to Release Management.

. Managed the Systems Management Server (SMS) Release Packaging Team,

responsible for processing all requests throughout the company to

package, test, deliver via SMS software installs, updates and removals.

Conducted many release deployments to various sized target audiences up

to 10,000+ desktop computers and 1,000+ servers. Coordinated

communications to both the production target audiences and IT support,

plus developed a comparison analysis detailing pre and post-release

accountability.

. Developed/implemented processes, policies and procedures for distributing

software via SMS in accordance with company Release Management

procedures. Established and managed a process-flow that bridges the

developer/business unit to the SMS packager/testing environment, enabling

proven software to be delivered effectively to the production

environment. Integrated off-shore resources to form and develop a

cohesive effort.

. Managed an on-site team of technicians that provided level-2 support for

700+ customers. Developed and maintained excellent customer relations and

satisfaction, resolved potential escalations, plus provided additional

support to customers at remote locations and other sites nationwide.

Responsible for local asset management. Configured and deployed

computers, peripherals and printers for remote and on-site customers.

Instrumental in resolving software issues related to 3rd party and custom

applications. Assisted with deployment and configuration of on-site

servers and resolved network connectivity issues.

UNISYS CORPORATION, Mission Viejo, CA 1/2002 - 4/2004

A worldwide company providing many IT services including outsourcing of

help desk, computer repairs and installations for businesses throughout

Southern California and major computer providers such as Dell, Gateway and

HP.

IT Customer Service Representative (CSR-6)

Provided onsite, technical support to Indymac Bank's branch office in

Irvine; successfully completing a one-year outsourcing term.

. Responsible for providing level-2 support for 500+ customers

. Installed hardware and software

. Resolved end-user software issues

. Managed local branch office computer assets

. Established excellent customer relations and satisfaction.

IT Customer Service Representative (CSR-7)

Responsible for completing service calls made by Dell, Gateway and HP

customers throughout Orange and Los Angeles Counties for a period on one

year.

. Conducted desktop and laptop installations, repairs, part replacements

. Performed troubleshooting of multi-vendor systems.

. Maintained customer satisfaction by resolving potential or problem

escalations.

KIMCO STAFFING SERVICES 8/2000 - 1/2002

A major staffing and job placement company for businesses throughout

California

Temporary Long-term Assignments

Pacific Life Insurance Co. Foothill Ranch, CA - approx 1-year assignment

. Provided data entry support, policy research and corrections for Client

Services department.

Allergan Inc., Irvine, CA - 14-month assignment

. Computer admin support for the onsite Health Services Clinic, and the

Corporate Benefits/Human Resources Depart

. Provided data entry support for the Data Management / Programming

department.

. Created Excel spreadsheets facilitating the efficient tracking of

multiple Medical Surveillance Programs.

. Upgraded, operated and maintained the Occupational Health Management

(OHM) software program.

. Reconfigured the OHM software program to meet the specific needs of the

on-site clinic.

. Processed and reported injury claims via Internet transmittal.

. Scheduled meetings and events using Outlook.

. Created PowerPoint presentations.

. Updated personnel data in SAP demographics and Pension/Benefits database.

UNITED STATES MARINE CORPS 5/1986 - 3/2000

Personnel Supervisor

. Evaluated, developed and implemented procedures for improving and

enhancing unit performance.

. Organized and directed training.

. Counseled personnel in professional, educational and personal matters.

. Responsible for performance reviews and recommendations for promotions,

transfers and demotions.

. Ensured unit compliance to regulations and procedures.

. Conducted management training.

. Directed special assignments, aimed at maintaining cohesiveness and

effectiveness in adverse situations.

. Coordinated internal unit activities promoting team concept and a maximum

level of mission success.

. Supervised personnel involved in planning/coordinating high-level

security issues of national security and foreign diplomatic relations.

Curriculum Developer and Trainer

. Conducted over 300 hours of training to over 800 students with 3-15 years

service aimed at increasing their proficiency in job performance.

. Revised training material, increasing timeliness, accuracy and efficiency

of information presented.

. Assisted in development of Programs of Instruction and training schedules

implementing new technologies, techniques, and instructions as directed

by the Director of Training and Education, Marine Corps Command

Development Center.

. Researched and developed new periods of instruction, which were

implemented throughout the Marine Corps.

. Developed proficiency in computer aided instruction and training.

. Planned and coordinated practical application training.

. Maintained training files and resources.

. Managed training records, equipment status and expenditure reports.

TECHNICAL SKILLS

Experienced in Microsoft desktop operating systems: Windows 2000

Professional, XP Professional, Vista; Microsoft server operating systems:

Windows Server 2000, 2003, Small Business Server 2003; Windows Server 2003

Terminal Server; VMware, Microsoft Exchange 2003, Microsoft SharePoint

Services; Microsoft Office 2000, 2003, 2007; Microsoft Project, Visio,

LiveMeeting and Communicator; Apple desktop operating system: Mac OSX; Sun

Microsystems OpenOffice; Intuit QuickBooks Enterprise; FrontRange GoldMine,

BMC Remedy; Configuring Windows Mobile, Blackberry and iPhone; installation

of desktops, thin clients, laptops, servers, peripherals, printers, various

business applications; PC troubleshooting, repair and customization;

imaging with Symantec Ghost, LAN/WLAN configuration, Netscreen and

Sonicwall Firewall appliance configuration, St Bernard Internet/email

filtering appliance and cloud filtering.

EDUCATION

Learning Tree Management Institute

Microsoft Project Professional

Microsoft Course

Managing Microsoft Systems Management Server (SMS)

Saddleback Community College, Mission Viejo, CA

Sequel Query Language (SQL)

Network Infrastructure Administration

Administering Active Directory Services

Networking Technologies

Administering Windows 2000

Windows 2000 Core Technologies

Windows 2000 Professional

Adv. Web Design, HMTL, JavaScript, DHTML, XML

Basic Web Design, HTML

DOS Command Line

Unix/Linux

University Courses

Probability and Statistics

Business & Management

Microcomputer Applications

Instructional Management School, Camp Pendleton, CA

Curriculum Developer's Course

Instructor Training Course

CERTIFICATION

Dell Computer Corporation

Certified Workstation Service Technician

Certified Portables Service Technician

CompTIA

A+ Certified Service Technician

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