Customer Service Software

ARWIN G. AGULTO

**** ***** ****** ( Long Beach, CA 90806 ( Tel: 562-***-****

( Cell: 562-***-**** ( Email: ********@*****.***

OBJECTIVE: To obtain a challenging position as a Desk Side

Supportelelp .

A dedicated Information Technology Specialist who is technically

sophisticated with an expertise in project management, planning,

implementation, and maintaining all aspects in a LAN environment. Displays

commitment to leadership and teamwork through positive contribution in

computer migrations, support, and enhancements. And works closely and

effectively with all levels of management to satisfy project/productivity

requirements. Have a solid analytical and problem solving skill. A team

player and also work independently. Demonstrate strong oral & written

communication skills. Provide excellent service with a positive attitude.

SIGNIFICANT ACHIEVEMENTS

> Proficient in providing top-notch customer support while finding cost

and timesaving solutions to network installations, enhancements, and

conversions. As an example, I configured and setup over 50

workstations to prepare for "Cashnet" (Electronic payment system) to

meet PC desktop requirements. Make sure all cashiering peripherals:

credit card swipe readers and keyboards are setup and in working

condition. Install 3rd party application in ActiveX control to install

Cashnet.

> Earned a reputation for prioritizing users request by responding &

resolving complex issues in Remedy client. And successfully resolved

hundreds of issues on a monthly basis without escalating ticket to a

higher tier. Working experience in prioritizing multiple projects and

still meet deadlines. Assist network group for file and printer

sharing.

> Current working knowledge of System Center Configuration Manager

(SCCM) & Active Directory support tools in Windows XP & 7. Working

experience creating Group Policy objects (GPOs) & setting policies in

Group Policy Management.

> Current experience researching and comparing price quotes on software

and hardware items and propose the best offer to supervisor before

purchasing. Administer safety of information stored in local hard

drives by using PGP encryption client.

> Current working experience installing Cisco VPN client & Peoplesoft

Tier 2 in Win XP/7. Assure users logon successfully.

> Research, troubleshoot, diagnose, document, and resolve technical

issues in Windows XP/7 Professional, MS Office Suite, e-mail, Internet

connections, and hardware/peripherals such as printers, copiers,

faxes, conference room phones and projectors.

TECHNICAL EXPERTISE

Local Area Network Windows XP/Vista/7

Network protocols (TCP/IP)

Active Directory 2003/2007 Sharepoint Services, IPhone, IPad, Android,

Blackberry DHCP/DNS/WINS/POP/SMTP

SMS/SCCM remote tools Symantec/Microsoft Forefront enterprise anti-

virus Adobe Acrobat Prof/Photoshop

Remote Installation Services (RIS) Windows Deployment Services (WDS),

Clonezilla Cisco v5.0 client/SSL VPN

Peoplesoft, Point of Sale (POS) Microsoft Office Suite 2007/2010/2013,

Cashnet/Touchnet Ethernet 802.3 & Wireless 802.11

Lotus Notes v8 VMWare, Bluetooth devices, Bomgar, TeamViewer

WAIK, PE, ImageX, WIM

PGP encryption client v9/10 Imaging software (Ascent Capture & Application

Xtender) Windows Server 2003, 2008 R2

Internet Explorer/Mozilla browsers Virus, Malware, & Spyware

cleanup/registry Oracle database, RightFax

Konica color/black & white copiers Apple Mac OS v10.6/10.7/10.8

Remedy v 5.0/Heat client

Batch file, login scripts, scripting MS Outlook 2007/2010/2013 client,

OWA HP Proliant servers, HP Thinclient

PROFESSIONAL EXPERIENCE

Information Technology Consultant - IT Dept

2/21/11 - Present

California State University, Dominguez Hills - 1000 E. Victoria St. Carson,

CA 90747 (2 years,1 month)

. Provide phone, email, in person support to over 1000 end users &

remote via SCCM (System Center Configuration Manager) for on

campus-standard application for 2 years. Install, configure,

manage, & troubleshoot Windows OS, application, & hardware.

. Provide Tier 1 & 2 support to end users in Windows XP/7 &Apple

Mac OS X installation and troubleshooting and client

connectivity software for on and off campus network and email

access. Create disk imaging in Clonezilla. Train and supervise

student interns.

. Diagnose hardware and software problems, such as DLL or other

application errors. Provide backup and patch management to

client PCs. Backup user's data files. Detect and cleanup PCs and

laptops for virus, malwares, & spywares. Work with campus

technical staff to identify and resolve hardware, software, and

network problems. Configure laptops and MacBook pro laptops for

wireless campus network. Support the cashier's office in

Touchnet application (Point of Sale) software along with card

swipe reader (Ingenico).

. Configure & troubleshoot MS Outlook 2010 client and OWA for end

users. Configure their archive.pst file to be stored in their

personal network drive. Assist users on how to share and view

their calendar and open other user's calendar. Setup IMAP in MS

Outlook 2010.

PC/Systems Specialist - Financial Management division

3/18/99 - 2/18/11

California State University, Long Beach - 1250 Bellflower Blvd. Long Beach,

CA 90840 (11 yrs, 11 months)

. Provided resolution to technical issues from end users on

desktop hardware and software installation in Windows XP/7.

Assist in troubleshooting the network and provide support. Sep

and configure network HP LaserJet printers with static IP

Address.

. Provide analysis and resolution to hardware and software issues

and provide excellent customer service in a timely manner.

operating condition for Staff members in Windows XP/7. Also,

provide hardware support on HP DeskJet and LaserJet printers.

. Provide technical support remotely using SMS (Systems Management

Server 2003) or in the field, to faculty, staff, and students on

campus-standard application software in WinXP/7. Use Visual

Basic scripting to remove old network printers & install new

printers.

. Maintain hardware inventory for all computer equipment and software

application/licenses and media cds.

. Provide access to network resources such as (network shares and

printers) to Financial Management division end users in Win

XP/7.

. Act as a lead to a peer within FMIS team in working on new and

ongoing projects as assigned by management.

. Provide and support PC deployments and personnel moves. Support

PC equipment, printers, scanners, audio visual systems, and

copiers. Install and upgrade new and existing PCs. Manage

projects as assigned in MS Excel and MS Project.

. Create, manage and organize User's Accounts and Computers for

various Organization Unit containers in Active Directory.

. Create and grant permission for end users in Active Directory

security groups and network printers . Resolve Tier 1 and 2level

tickets.

. Manage user's logon script profile in Active Directory. Create

security groups for network share & client software in Active

Directory.

. Create/maintain software installation procedures and general

documentation to use for reference and store in network share.

An

example is, a procedure on how to logon to VPN client and

authenticate network credentials and access network share

drives.

. Troubleshoot and maintain imaging server in Windows 2003. Apply

latest security updates and monitor hard disk or data storage.

. Create, test, and upload PC images to WDS server and deploy

images to PCs based on standard and non-standard applications. I

contributed to the preparation, testing, documentation, and

deployment of PC rollout projects in Windows XP/7.

. Provide support to the Cashier's Office and other remote sites in

"Cashnet" application (Point of Sale) software with hardware equipment

such as (ATM, receipt printers (Axiohm), Percon card swipe readers,

cash registers.

Contract Assignments: (From periods of 5/1997 - 2/1999)

PC Support Analyst

10/98 - 2/99

Computer Science Corporation, 1520 Hughes Way Long Beach, CA 90810

(4 months)

. Provide remote desktop support on MS Office suite, MS Outlook,

Symantec anti-virus, and MS Visio application.

Analyze and determine the cause of problem and provide

resolution in a LAN environment.

. Maintain and update installation guidelines, procedures, &

policies. Configure network components, utilities, application

software in various Operating Systems.

Windows 95/NT Migration Specialist

5/98 - 8/98

Union Bank of California, 1980 Saturn St. Monterey Park, CA 90640

(3 months)

. Configure and install Windows NT4 OS on standalone and

network workstations from Windows 95.

. Format hard drive and install OS and device drivers.

Install standard application and verify end user's

access.

Desktop Engineer

12/97 - 4/98

Boeing Capital Corporation, 4060 Lakewood Blvd Long Beach, CA 90808

( 4 months)

. Work with the Network Administrator to establish & maintain network

for software distribution and security updates. Assist the IS

department for any maintenance, upgrade, and migration.

. Work with IT staff to find more efficient ways of addressing ongoing

support issues, workloads, and technology implementations.

. Review and evaluate new software application and hardware to implement

within the IT department.

PC Associate Analyst

10/97 - 12/97

Office Depot, 3366 E. Willow St. Signal Hill, CA 90806

(2 months)

. Provide hardware/software upgrade/installation/configuration for HP

and Compaq workstations.

. Provide desktop technical support to 200 end users in Windows 95, NT4,

& AS400 mainframe applications.

. Create and setup user's profile in MS Exchange & troubleshoot HP &

Compaq PC's, IBM laptops & HP LaserJet printers.

EDUCATION

Bachelor of Science - Business Administration with an emphasis in

Management Information Systems California State

University, Long Beach - June 1995

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