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Provide problem resolution to local and remote users in regards to ...

Antioch, California, United States
65000 - 70000
May 31, 2017

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**** ********** **., *******, ** *4531 C: 925-***-****

Career Overview:

Provides day-to-day problem resolution to end-users regarding their PC and Mac hardware, software applications, along with problem resolution for all other IT assets onsite (e.g. LAN, servers, etc.) Also provides support for the design, procurement, installation and configuration of all site IT infrastructure to support effective and efficient technology use at the site (e.g. electrical power, HVAC, LAN, servers, disaster recovery, etc.) Perform asset management functions for all IT assets within the site(s). Have hand on experience with MDF / IDF Data Cabling / Computer Facilities maintenance. Administration of Windows Server 2003 R2 - 2012 R2; Active Directory, SCCM, Altiris, and Avaya PBX System.

Professional Experience:

IT Support Analyst / Technician May 2000 to February 2017 RR Donnelley, Donnelley Financial – San Francisco, CA

• Responds to Service Desk referrals of end-user requests for help solving PC and Mac hardware, software, peripheral or production equipment related problems or issues.

• Managed Desktop Services, resolved issues and played an active role in help desk queue / desktop design / build project.

• Experience in performing Data Migration and Recovery – including, but not limited to hard drive crash, seat to seat data transfer, reimaging, and restore.

• Delivered printing solutions and peripherals, e.g., scanners / copiers, digital senders, and fax machines.

• Manage PC and Mac setup and development for new employees using standard hardware, images and software.

• Troubleshoots any technical difficulty with PC and Mac hardware and software issues, Internet, network applications, configurations and peripheral equipment.

• Prioritizes problems based on severity, urgency and impact to the business; tracks all outstanding incidents until successful resolution. May hand off extremely complex technical problems to higher-level support or other IT department staff if required.

• Implemented and administered Service Now as the new corporate ITSM tool.

• Works with enterprise support groups and outside vendors to resolve problems or issues.

• Coordinates through the change management process to move, install, upgrade, remove and configure site IT assets and supporting infrastructure.

• Maintains the asset management system (additions/changes/deletions) for accurate tracking of all IT assets within the site(s).

• Supports and conducts routine audits of site IT assets and processes to ensure compliance with established company policies and procedures, as well as compliance with Governmental regulations and policies.

• Participated in the on call 24/7 on designated weeks in accordance to the team rotation.


Active Directory, Adobe Suite, PGP / Symantec Encryption, Altiris, Auto Build, Auto Scan, CSS, FTP, HTML, Netware, Windows Server, Avaya Voice and Data, VMware, Parallel, Proxy server, GHOST, MS Office Suite, PowerShell, Microsoft Tech Tool Kit, Storage Tek SL48 Tape Library, DELL APPASSURE DL1000, Veritas Backup Exec, NAS, F5, Cisco VPN, Aruba Wireless, Digital Sender 9100, Google Mail.

Education and Training:

RR Donnelley Training and Development Program:

San Francisco, California, U.S.A

Microsoft Windows Server 2003 R2 – 2016 R2, Windows Professional 7- 10

Mac OS X: 10.8x (Mountain Lion), 10.9x (Mavericks), 10.10x (Yosemite)

10.11x (El Capitan), 10.12x (Sierra)

Network and Security

LANOP Burlingame, California, U.S.A

BA Political Science

University of the Assumption Pampanga, Philippines

Professional References:

RR Donnelley Technology

Benny Jones, Regional IT Manager (Western and Eastern Region), 949-***-****

RR Donnelley Technology

Matt Virola, Regional Supervisor (Western and Eastern Region), 909-***-****

LSC Communication / RRD

Robert Rutledge, IT Infrastructure Technician 111, 562-***-****

RR Donnelley Technology

Crystal Holmes, IT Infrastructure Technician / Support 1, 559-***-****

RR Donnelley Technology

Asitha Da Silva, IT Infrastructure Technician 11, 510-***-****

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