Software Technician
Resume:
Tracey K. Gold
Woodburn OR 97071
***********@*****.***
Home Phone: 503-***-****
Message Phone: 971-***-****
Professional Experience
Galt Foundation for Oregon Employment Department, Milwaukie, OR
Service Desk Field Support Technician-July, 2012 to September, 2012
. Contract position for which I was contacted by Galt Foundation on behalf
of the Oregon Employment Department requesting that I return for another
undetermined period of time (See third position down for previous
assignment).
. Provide employees with a central point to receive help on various
hardware, software and user issues. Assist staff in coordinating the
resolution of applications/software systems and problems impacting
production.
. Provide front-line support for users supporting desktop computers and all
of the components, plus various models of laptops, do network
installation and maintenance of printers.
. Monitor and respond to service requests.
. Cover help desk during peak hours, splitting my hours between the Salem
Central Office and the Milwaukie Call Center.
. Image, install and surplus computers, laptops and printer equipment.
. Receive on-site delivery of equipment.
. Provide support for the network telecommunications and desktop services.
. Maintain hardware and software inventory using WASP inventory system.
. Provide information to users on applications and platforms and on error
codes and/or diagnostic messages.
. Log and track calls, report problems and coordinate solutions and
repairs.
. Place service repair calls to vendors.
. Utilize remote access tools to assist users in troubleshooting problems.
. Interface with users and provide technical expertise to solve hardware
systems and application software problems.
State of Oregon-Oregon Department of Transportation (ODOT)
Information Systems Specialist 5-December, 2010 to April, 2012
. Limited Duration position funded through April, 2012.
. Responsible for identifying user problems and initiating immediate
trouble calls, establishing operating procedures, analyzing error
messages, replacing hardware, data analysis and extracting data. Required
to install multiple operating systems, support system failures and
performance problems. Staying on top of technology needs and
compatibility issues is a must.
. Working as part of ODOT's Central Services Division, consisting of
internal full time employees and contracted positions, this position
supports the short and long-term computing entities, providing
information system technology and services. The team installs and
diagnoses system failures and performance problems staying on top of
technology needs and compatibility issues. Manages inventory, purchasing
of equipment and working with vendors for best pricing arrangements.
. The above mentioned services include on-site, remote and/or phone
diagnosis and solutions, resolves most server-to-PC connectivity issues,
prioritizes problems received from various providers. This position also
initiates trouble calls to vendors, including Dell, CTL, HP, Xerox, and
Canon.
. Required to work independently and make on-the-spot decisions that are in
the best interest of the agency.
. Troubleshoots multiple Local Area Networks in a geographically dispersed
area with minimal supervision. Installs, configures, tests and
troubleshoots of network routers and switch equipment at regional
offices.
. Analyzes error codes diagnostic messages to resolve hardware issues using
trace tools or working with the State Data Center, IT Asset Management,
vendors or other OIS staff.
. Performs computer memory and parts replacements and upgrades in a variety
of offices with mixed environments and multiple operating standards.
. Meets as part of a team to discuss, plan and design responses to
incidents affecting multiple units, sites, divisions, and/or other
agencies.
Galt Foundation for Oregon Employment Department, Milwaukie, OR
Computer Technician-December, 2009 to July, 2010
. Contract positions that provided employees with a central point to
receive help on various hardware, software and user issues. Assisted
staff in coordinating the resolution of applications/software systems and
problems impacting production.
. Provided front-line support for users supported desktop computers and all
of the components, plus various models of laptops, did network
installation and maintenance of printers.
. Monitored and responded to service requests.
. Imaged, installed and surplused computer, laptop and printer equipment.
. Received on-site delivery of equipment.
. Provided support for the network telecommunications and desktop services.
. Maintained hardware and software inventory using WASP inventory system.
. Provided information to users on applications and platforms and on error
codes and/or diagnostic messages.
. Logged and tracked calls, reported problems and coordinated solutions and
repairs.
. Placed service repair calls to vendors.
. Utilized remote access tools to assist users in troubleshooting problems.
. Interfaced with users and provided technical expertise to solve hardware
systems and application software problems.
Q Analyst for Xerox Corporation, Wilsonville, OR
Software Test Technician-October, 2008 to October, 2009
. Developed and executed test plans; generated and communicated results of
printer performance, reliability, and functionality metrics; benchmarking
competitive products; identified and isolated defects; profiled software
results and developed of a matrix of test results and fixes.
John L. Scott Real Estate, Lake Oswego, OR
Information Technology Field Technician-February, 2008 to September, 2008
. Responsibilities included troubleshooting advanced support issues,
training new staff, and offering training on new programs and refresher
courses. I was also responsible to investigate, recommend and
determine new hardware and software.
. Exclusively supported John L. Scott staff members with desktop and
network support for Windows XP and Vista computers at ten different
locations throughout Oregon and SW Washington.
. Assessed and troubleshot difficulties with computer hardware, software,
peripheral equipment and wireless connections for the purpose of ensuring
the availability of equipment in conformance with budget resources and
site needs.
. Ensured that the Information Systems Department operated in a valued way,
by sharing useful information, focusing on the work, promoting diversity
and providing growth and prosperity opportunities for all associates, and
to ensure that financial, legal, and security integrity were maintained
while profitability goals were attained through staff productivity.
. Managed inventory and surplus property. Determined the times to keep,
maintain and disposal of inventory items.
Gresham Barlow School District, Gresham, OR
Computer Network Technician-- August, 2006 to March, 2007
. Provided all desktop and network support for Macintosh OSX computers at a
two different district schools.
. Assessed and troubleshot difficulties with network, computer hardware,
peripheral equipment and software applications for the purpose of
ensuring the availability of equipment in conformance with budgeted
resources and site needs.
TEKsystems Placement Agency for the City of Wilsonville, Wilsonville, OR
Systems Technician Assistant-- May, 2006 to July, 2006
. Supported City of Wilsonville employees. Performed purchasing,
installation and configuration of computer systems. Conducted research,
configuration and purchasing of new systems. Performed
hardware/software/network configuration of new computers including
creation of user network and e-mail accounts. Used imaging software to
create reusable images for fast recovery & setup.
. Provided troubleshooting for hardware and software: Answered basic to
advanced helpdesk questions; Troubleshot basic to advanced hardware,
software, peripheral, general office equipment and phone errors.
Researched and tested available computer products and reported on
purchasing and use.
State of Oregon--Oregon OSHA, Salem, OR
Information Systems Specialist 4-- October, 1993 to February, 2006
Help Desk Duties
. Provided 255 OSHA employees with a central point to receive help on
various hardware, software and user issues. Assisted staff in
coordinating the resolution of applications/software systems and problems
impacting production.
. Provided front-line support for users supported desktop computers and all
of the components, plus various models of laptops, did network
installation and maintenance of printers.
Education
Concordia University, Portland, OR Portland Community
College, The Dalles, OR
Business Communications Associate of Applied Science,
Management and Accounting
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