Customer Service Support

Darrell A. Hayes

408-***-**** Campbell, CA *****

*************@*****.***

https://www.linkedin.com/in/darrellhayes

EMPLOYMENT HISTORY:

April 2017 – Current Ridge Vineyards Cupertino, CA

Senior IT Support Engineer

Provide IT Support for 3 sites (Cupertino, CA; Healdsburg, CA and Milpitas, CA)

Responsible for IT Windows 7, 8 and 10 Enterprise deployments of laptops and desktops

Remotely support users to troubleshoot and resolve computer issues or upgrade software via Remote Desktop

Closely work with IT Director to support Network environment

Create documentation for IT related processes

Support and setup Video Conference meetings

Nov 2015 – April 2017 Dialog Semiconductor Campbell, CA

Jr Windows Administrator/Site Liaison

Site Liaison providing USA Windows Support for 3 U.S. sites (Campbell, CA; Santa Clara, CA and Chandler, AZ) for the Helpdesk, Facilities and Corporate IT functions

Provide IT Project support as required by the business using Jira

Provide 2nd level IT support for all U.S. offices

Conduct IT New Hire Orientations for all U.S. offices

Provide New Starters with correct equipment and guided access to IT resources

Ensure leaver equipment is processed correctly

Responsible for ordering and managing all U.S. Corporate IT Equipment inventory

Responsible for IT Windows 7/10 Enterprise deployments of laptops and desktops via SCCM, including MacBook laptops

Setup Corporate iPhones using SecureHub to configure Corporate Outlook email

Assist System Administrator with new server installations and Network Printer setups

Configure and setup VoIP Alcatel desk phones

Oct 2009 – Oct 2015 Symantec Corporation Mountain View, CA

Test Lab Administrator Feb 2013 – Sept 2015

Managed all Model Office test lab resources. Responsible for testing\validating all new incoming hardware models with the COE Enterprise Corporate images. Managed\maintained MDT image server

Manage on-site asset management. Inventory all new hardware models into the Symantec Asset Database.

Manage End of Life process for all asset models no longer being used in the Production and Engineering environment.

Create/Manage Imaging Test Plan for Corporate Production and Engineering Enterprise Windows 7 & Windows 8.1 images.

Manage completion of image testing process for Corporate COE Enterprise images. Remediate any issues discovered with the Imaging Development team.

Provided monthly End-user Microsoft Critical Patch testing.

Received eAward from HPIT Management for work excellence recognition in Nov 2014.

EUC Desktop Technician March 2012 – Feb 2013

Provide daily operational support for Dell, Hewlett-Packard and Lenovo computers and applications in a Windows environment; configured new and existing desktop/laptop computers including repair/replacement of all defective hardware.

Supported Windows XP, Windows 7 Enterprise_x86 including all Corporate Enterprise applications.

Managed Remedy queue for new incidents and closing resolved incidents.

Received eAward from HPIT Management for work excellence recognition in Oct 2012.

Executive IT Support Oct 2009 – March 2012

Provide 24/7 Worldwide IT support for Symantec’s CEO and Direct Report Executive staff.

Provide Executive IT onsite\offsite support for Executive Corporate events.

Provide setup and support weekly onsite Symantec Executive meetings.

Support and maintain Audio\Visual equipment for Symantec’s Executive Board Room & Executive Conference rooms.

Provide daily operational support for Dell, Hewlett-Packard, Lenovo computers and all Enterprise business applications in a Windows environment. Setup and configured Executive Corporate Cell phones.

Work directly with Symantec’s Operation Support, Enterprise Applications to resolve issues for the Symantec Executive staff.

Oct 2005 – Oct 2009 City of Santa Clara Santa Clara, CA

Lead Desktop Technician

Provide daily operational support for Dell computers and applications in a Windows environment

Supported Windows 2000\XP. Support\configure all City of Santa Clara applications, configure new and existing desktop\laptop computers including hardware and software upgrades, and repair\replacement of all hardware.

Work directly with Operation Support, Applications Support & CSC IT Management to resolve problems.

Supported the following departments: SCPD, SCFD, Human Resources, City Mayor, City Manager, City Attorney, City Clerk, Finance, Engineering, Planning & Bldg Inspection, Water & Sewer, Purchasing, Parks & Rec, IT, & Communications.

Manage 5 Desktop Support Technicians, including the Helpdesk.

Oct 2002 – Oct 2005 Hewlett-Packard Co. Cupertino, CA

Desktop Technician

Support and maintain 15 buildings at Hewlett-Packard Company with 6000+ users.

Provide daily operational support for computers and applications in a Windows environment

Supported Windows 2000 and Windows XP. Support all Microsoft Office applications consisting of configuration of MS Outlook, MS Explorer, and installation of Remote Access software. Configure new and existing desktop\laptop computers including hardware and software upgrades, and repair/replacement of all hardware.

Support and maintain all Network\Desktop printers and fax machines. Configure & support all MFP functionality of LDAP and SMTP servers for the new Network Printers.

Support and maintain all remote sites consisting of 6 buildings with all I.T. related issues stated above.

Oct 2000 – Oct 2002 Hewlett-Packard Co. Cupertino, CA

Lead Desktop Technician

Supported and maintained 2 buildings at Hewlett-Packard Company with 600+ users, including Executive Support.

Provided daily operational support for computers and applications in a Windows environment

Supported Windows 98, Windows NT4, Windows 2000 and Windows XP. Supported Microsoft Office applications consisting of configuration of MS Outlook, MS Explorer, and installation of Remote Access software. Configured new and existing desktop\laptop computers including hardware and software upgrades, and hardware repairs.

Supported and maintained all Network/Desktop printers and fax machines.

HIGHLIGHTS OF QUALIFICATIONS:

Self-starter, highly motivated, proactive, attention to detail, strong work ethic, diplomatic, friendly, patient, customer service oriented, a quick learner with a strong desire to learn, advance and succeed.

Strong organizational skills, great team worker with a take-charge attitude.

Supported and Maintained hardware\software support for desktop and laptop computing systems.

AREAS OF KNOWLEDGE:

MICROSOFT WINDOWS XP

*MCDST 70-271, *MCP 70-272

MICROSOFT WINDOWS 7 Enterprise 32 & 64bit

MICROSOFT WINDOWS 8.1 Enterprise 64 bit

MICROSOFT WINDOWS 10 Enterprise 64 bit

EDUCATION:

A.A.S. in Systems Administration

Masters Institute of Technology, San Jose, CA, 1999

REFERENCES:

References available upon request

Contact this candidate