ANDREA MANN

**** ******** ****** *******, ********** 94602 510-***-**** ac0kcs@r.postjobfree.com

Professional Summary

Exceptional Computer Support Specialist with over 25 years of practice troubleshooting complex and dynamic end-user concerns with both hardware and software issues. Enthusiastically seeking to bring a vast repertoire of my hardware and software knowledge to a challenging position to a growing technical support team environment.

Skills Profile

-Solutions-oriented, creative, and flexible problem solver who enjoys collaborating with others

-Intermediate experience with Mac systems, iPad, iWatch, and iPhone support

-Network knowledge of client LAN, wireless, and remote access networks

-Proficient in Active Directory/Group Policy, VMWare, Salesforce, PeopleSoft, Tick-It!, Remedy and many other software/online based tools

-Direct experience with hands-on Desktop Support

-Knowledge of and experience troubleshooting/supporting Windows platform 7 &10 (32bit & 64bit)

-Knowledge of and experience with printer mapping, LAN/WAN network configuration and troubleshooting, as well as VPN client connectivity

Employment History

IQ Bar Support Technician, Level 3 - IBM/AT&T

San Ramon, California – 2/2017- Present

-Imaging/Re-Imaging end user desktop and laptop machines

-Software installation, configuration, and troubleshooting for end users

-Hardware and Software upgrades

-Performance of IT support duties as defined by the team lead

-General e Support/Project Coordination/Move activities

-High level of customer focus and strong customer support commitment.

-Facilitates communication with customers, partners, and vendors.

-Support and assist colleagues; commit to and be accountable for overall group success.

-Work with other support groups and vendors to provide seamless support to customers

-Monitor, analyze and address reliability and performance issues.

-Analyze problems, develop creative solutions and assess risks/benefits.

-Develop strategies for resolving them and preventing future occurrences.

-Work with other 3rd level support group members to assist with application design/development/upgrade testing and implementation.

-Assess and address compliance with applicable IP Policies, standards, and Technical Controls.

-Continually keep abreast of and understand policies, standards, technical controls and compliance process.

-Advocate and promote IP awareness and compliance.

-Document supported system and application procedures and processes.

IT Field Technician, Safeway Stores, Inc.

Northern California/Bay Area Region – 7/2016-2/2017

-Troubleshot, configured and installed switches (building servers) while working with remote 3rd Tier level techs to ensure complete store functionality.

-Maintained and configured, and upgraded TCU’s (Checkout Lane CPU’s), Monitors, & Hand-held scanners

-Installed and configured Scales & Scanners, Time Clocks

-Maintaining and repairing technological equipment (e.g. routers) or peripheral devices

-Installing well-functioning LAN/WAN and other networks and manage components (servers, IPs etc.)

-Manage security options and software in computers and networks to maintain privacy and protection from attacks

-Perform regular upgrades to ensure systems remain updated

-Troubleshoot system failures or bugs and provide solutions to restore functionality

-Arrange maintenance sessions to discover and mend inefficiencies

-Keep records of repairs and fixes for future reference

Desktop Support Analyst, City of Walnut Creek – City Hall

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Walnut Creek, CA - 3/1/2016 6/1/2016

-Worked with Windows Server 2000/2003/2008, Active Directory, and Group Policy - assisted with the conversion of some city departments to a virtual environment using VMWare Horizon.

-Applied basic knowledge of the fundamentals of network technology including, but not limited to, TCP/IP, DNS, DHCP, LANs, and wireless

-Utilized exceptional troubleshooting and problem solving and my ability to use logic and reasoning to identify strengths and weaknesses of alternative solutions and to identify complex problems and review related information to develop and evaluate options and implement solutions, while assisting end users on various issues with both software and hardware.

-Communicated information and ideas in speech and writing so that others (technical and non-technical) will understand

-Organized and managed multiple priorities

-Worked collaboratively within the team as well as independently

Technical Support Specialist II, Demandforce/Intuit

San Francisco, CA - 9/1/2013 2/1/2016

-Tech help for software download, install, and setup

-Support provided for users on Windows Vista, XP, 7 and Mac OS X.

-Provided technical support to customers via phone, instant messaging/chat and remote administration.

-Managed call flow and responded to technical support needs of customers.

-Resolved customer issues in a clear, courteous and straightforward manner.

-Identified and solved technical issues with a variety of diagnostic tools.

-Followed up with clients to ensure optimal customer satisfaction.

-Researched, troubleshot and resolved complex problems independently.

-Provided base level IT support to non-technical personnel within the business.

-Installed software, modified and repaired hardware and resolved technical issues.

-Resolved problems with malfunctioning products.

-Led internal product training for new services and product updates

-Retained existing clients and developed new business by extending high quality and efficient service.

-Maintained high departmental standards for quality and productivity metrics.

-Worked closely with team members to meet or exceed all customer service requirements.

-Developed and tested new product offerings.

-Engaged users and answered questions on website and in forums.

Technical Support Specialist II, DYMO/Endicia

Palo Alto, CA - 1/4/2010 8/1/2013

-Installed software, modified and repaired hardware and resolved technical issues.

-Provided base level IT support to non-technical personnel within the business.

-Managed call flow and responded to technical support needs of customers.

-Identified and solved technical issues with a variety of diagnostic tools.

-Provided base level IT support to non-technical personnel within the business.

-Followed up with clients to ensure optimal customer satisfaction.

-Resolved problems with malfunctioning products.

-Conducted research to address customer concerns.

-Activated accounts for clients interested in new services.

-Researched, troubleshot and resolved complex problems independently.

-Retained existing clients and developed new business by extending high quality and efficient service.

Apple Care Representative II, Apple Headquarters

Cupertino, CA - 6/1/2005 7/1/2007

-Provided technical support to customers via phone, instant messaging and remote administration.

-Diagnosed and resolved problems related to OS, peripherals, networking, software/drivers and internet.

-Worked extensively with Mac OS X, iOS, and Apple software in local machine and cloud environments.

-Maintained high departmental standards for quality and productivity metrics.

-Worked closely with team members to meet or exceed all customer service requirements.

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EDUCATION

-Bachelor of Science: Computer Science June 1998

California State University, Berkeley CA

-Associate of the Arts: Mass Communication, Business Administration June 1998 Chabot College, Hayward CA

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