Desktop Support Technical Support

*** ********** *****, ******* *****, CA *****

Tim D. Montano

949-***-**** **********@***.***

WELL VERSED IT TECHNICIAN: Tier 2 Help Lines Technical Support User Training Software/PC/LAN Troubleshooting

CompTIA A+, Server + certified professional with thirty four years of experience providing software, hardware, client/server and networking technical support.

Proven success working in high-volume, Level II & III technical support. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.

Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills and patience in dealing with clients. PROFESSIONAL EXPERIENCE:

Clarient, GE Healthcare (CompuCom), Aliso Viejo, CA Desktop Support II 07/13-06/16

Provide technical Level II & III Desktop Support for 500 + internal users.

Extensive hardware background to service desktop and laptop computers.

Install and configure Dell Desktops and Laptops with Windows 7 and Windows 10 operating systems.

Troubleshoot and resolve technical issues with MS Office 2010, MS Outlook, Antivirus and Spyware.

Certified to repair and maintain Xerox and HP Printers.

Work well independently or as an active team member. MDS Pharma (CompuCom), Irvine, CA Technical Support Analyst 01/07- 06/10

Provide technical Level II&III Desktop Support for internal users in a fast paced enterprise environment.

Install and configure IBM Desktops and Lenovo Laptops with Windows XP Professional and Windows 7 operating systems.

Troubleshoot research, diagnose, document, and resolve technical issues surrounding Windows XP Professional, Windows 7, MS Office, MS Outlook, Internet connections, and hardware/peripherals.

Utilize Ghost to image machines.

Utilize Remedy ticketing system to manage trouble ticket queue.

Utilize RDC and WebEx to provide technical remote support.

Provide Active Directory Administration.

Ameriquest (CompuCom), Anaheim, CA Technical Support Analyst 04/03- 01/07

Provide technical Level II&III Desktop Support for internal users in a fast paced enterprise environment.

Install and configure Hewlett Packard Desktops with Windows 2000 Professional and Windows XP Professional operating systems.

Troubleshoot research, diagnose, document, and resolve technical issues surrounding Windows 2000 and Windows XP Professional, MS Office, Outlook, Internet connections, and hardware/peripherals.

Solid technical background to provide the recognition, research, isolation, resolution and follow-up of reported software\hardware problems.

Utilize Altiris to image machines.

Utilize Remedy ticketing system to manage trouble ticket queue.

Utilize RDC to provide technical remote support. Walt Disney Inc. (CompuCom) Anaheim, CA Technical Support Analyst 01/01- 04/03

Provide technical Level II&III Desktop Support for internal users in a fast paced enterprise environment.

Extensive hardware background to service Compaq, IBM desktop and laptop computers.

Possesses a strong technical background in Windows 98 and Windows NT 4.0 in order to setup and configure Compaq, IBM desktop and laptop computers.

Troubleshoot and resolve technical issues with MS Office.

HP Certified to repair and maintain HP Printers.

Work well independently or as an active team member. EDUCATION: National University, Irvine, CA

B.A. Degree-Business Administration/Information Systems Orange Coast College, Costa Mesa, CA

A.A. Degree-Business Administration/Information Systems CERTIFICATIONS: A+ Certified, Server + Certified, APS Compaq Certified, Toshiba Certified, IBM Certified, Hewlett Packard Certified, MCP NT Workstation, MCP MCDST, MCITP Track KEY SKILLS: Technical Troubleshooting, LAN Connectivity, Hardware Configurations, Problem Diagnosis, Offshore Team Collaboration, Phone & Online Support, Software Installs, Preventive Maintenance, User Training/Support, Customer Service, Remote Support

TIM D. MONTANO (Continued) Page 2

KEY SKILLS

Technical Troubleshooting LAN Connectivity

Hardware Configurations Problem Diagnosis

Offshore Team Collaboration Phone & Online Support Software Installs Preventive Maintenance

User Training/Support Customer Service

MAJORS - HIGHER EDUCATION

Computer Information Systems Business Administration Office Technology Certificate Word Processing Certificate Oil Refinery/Coal Prod. Industry Engineering & Architectural Ind. CERTIFICATES & LICENSES

Office Technology Certificate Word Processing Certificate A+, MCP MSCDT Toshiba

Hewlett Packard IBM

INDUSTRY SECTORS

Oil refinery/Coal Prod. Industry Engineering & Architectural Ind. GENERAL OFFICE ADMINISTRATION

Documentation Skills Type 60 - 75 WPM

Administrative Support-General Administrative Support-Engin. Computer Operation-PC (Micro) Data Entry/Key Punch Database Management Word Processing

GRAPHIC ARTS/PRINT/PUBLISHING

Desktop Publishing

TECHNICAL WRITING

Documentation-Systems Procedures Documentation-Technical Support ENGINEERING & TECHNICAL

Software Installation Data Recovery

COMPUTER SPECIALTIES

Database Design Microsoft Applications, Instruction COMPUTERS

PC (XT/AT/486/Pentium Personal Computer) Apple Macintosh MICRO COMPUTER APPLICATIONS KNOWLEDGE

Microsoft Access Paradox, Lotus Notes

PageMaker (Aldus) Microsoft PowerPoint

WordPerfect (DOS & Windows) Microsoft Word (DOS & Windows) CorelDraw Microsoft Excel, Lotus 123, AmiPro

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