Technical Summary

Oral and Written communications

TCP/IP

FTP

Computer Networking

Windows (98/NT/2000/ XP, 7, 8, 8.1)

Microsoft Office suites

Internet Explorer

E-mail Setup

MS Office 365

Workstation Setup

PC & Laptop Repair & Troubleshooting

Norton Ghost

Net Install

Spy ware Removal

Network/ Local Printer support

Real VNC

Remote Desktop

Citrix

Active Directory

Norton antivirus

McAffee antivirus

ESET Antivirus

Mainframe applications (3270, 5250 - Extra! Personal Client)

Wireless troubleshooting

SCCM

MS Windows Updates

Windows Deployment Services

Client computer disk imaging

Script Writing

PowershellGroup Policy Object management

Professional Experience

Flawless Fundamentals (Western Digital/HGST) May 2016 – Feb 2017

Contractor - IT Client Service Specialist

• Provide technical support, remote access via phone to (employees) customers.

• Troubleshoot and resolve software related issues with various applications including Windows 7, Windows 8, 8.1 Microsoft Office Suite and numerous industry specific applications.

• Assist off-site (employees) customers with remote access along with troubleshooting and resolving wireless connection issues.

• VPN support with Two-form factor authentication

• Ensure customer satisfaction by responding to Incidents or Service Requests according to the resolution times by priority outlined in SLA in a timely, accurate, helpful, and professional manner.

• Communicate with customers regularly on all open incidents or requests, if not resolved within the stated SLA.

• Log a ticket for every contact with customers, update and close all incidents and record troubleshooting steps performed for customers.

• Set customer expectation regarding the type and timeliness of service to be provided

Western Digital/HGST – San Jose, CA Jan 2014 – December 2015

Contractor (Project 2014-2015)

• Project Refresh for company computers (Company-wide)

PC Refresh – hardware and software (from Windows XP to Windows 7, 8, 8.1)

Data transfer

Upgrade/Migration from Lotus Notes to Microsoft Office 365

Maintain user and computer accounts in Active Directory to includes changes for specialized accounts

Amylin Pharmaceuticals, Inc., San Diego, CA May 2007 - October 2014

Senior Technican (2010 – 2014)

• Provide desktop engineering, systems administration, and Level III OS/hardware support for the Desktop Services & Support group within IM Operations in Windows XP and Windows 7 based environment

• Create installation packages and installation scripts for use against our standard image. Develop, test, and release software packages using proven release management methods.

• Manage approved installation packages using Microsoft SCCM client management suite

• Administer, maintain, and support the SCCM client management system

• Develop and maintain corporate client computing disk images

• Maintain, review, and modify the corporate client computing Standard Operating Environment

• Deploy Microsoft monthly patches

• Write and follow detailed work instructions; populate Knowledge Base with accurate and useful information

• Work with Quality Validation to ensure changes to GxP systems follow established change processes

• Represent the IT Service and Support function in the application and service development process

• Provide third-level OS and desktop application support

• Help train Level I and II staff to more effectively resolve incidents related to software distribution

• Additional responsibilities as required such as off-site support for POA events

Amylin Pharmaceuticals, Inc., San Diego, CA June 2006 - 2010

IT Site Support Tech (2007 – 2010)

• Provide effective and consistent technical desktop support for any hardware software related issues

• Research technical solutions to determine root causes

• Responsible for creating Work Instructions for software/hardware installations and FAQs

• Train newly acquired support technicians

• Train users on remote access to the Amylin network (VPN, Citrix, OWA)

• Responsible for new hire workstation setup

• Configure and troubleshoot phone related issues

• Perform PC and laptop upgrades, installation of software and hardware including printers

• Responsible for deployment and configuration of Blackberry’s

• Provide technical backup support for Senior Management Committee (SMC)

• Spear headed project to relocate and populate newly acquired building

• Assisted in project for User Provisioning to help new hires become productive on their first day

• Off-site support for POA events

• Assist on team projects taking the role of Project lead

• Develop and improve support processes

• Move Coordinator - Coordinate in house office relocation for IT equipment

• Knowledge Manager – create and publish Knowledge Base articles

• Take on role of Site Support Team lead

Amylin Pharmaceuticals, Inc., San Diego, CA Sept 2006 – Sept 2007

Service Desk Analyst (2006 – 2007)

• Provide technical support, remote access via phone to (employees) customers.

• Troubleshoot and resolve software related issues with various applications including Windows XP, Microsoft Office Suite and numerous industry specific applications.

• Assist off-site (employees) customers with remote access along with troubleshooting and resolving wireless connection issues.

• Write articles, software installation guides and FAQ’s for Knowledge Base.

• Troubleshoot and resolve Desktop, Laptop and Blackberry related issues.

• Assist with New Hire deployment – create welcome letter, assign and CI RSA token

• Ensure customer satisfaction by responding to Incidents or Service Requests according to the resolution times by priority outlined in SLA in a timely, accurate, helpful, and professional manner.

• Communicate with customers regularly on all open incidents or requests, if not resolved within the stated SLA.

• Log a ticket for every contact with customers, update and close all incidents and record troubleshooting steps performed for customers.

• Set customer expectation regarding the type and timeliness of service to be provided.

• Perform basic short duration customer training via phone, on software applications as needed.

Travel Guard International - a member of AIG, Stevens Point, WI December 2002- October 2006

Computer Service Technician (2002 – 2006)

• Managed helpdesk projects

• Supervised and trained newly recruited technicians

• Provided ongoing user support for W2K and WinXP workstations

• Analyzed PC/LAN issues

• Perform user administration, hardware/software installations, implementation and printer support for all 3 company buildings

• Assist with technical phone support

• On-site desktop support, off-site desktop support for our remote offices

• PC Desktop setup and configurations

• Log every issue on ticket tracking system (Track It!).

Key Projects & Supports:

• On site, off site and home Executive Support.

• Configure user login profiles and Microsoft Outlook clients.

• Coordinate and perform basic user administration (adds, deletes, changes, backups, etc.) via Active Directory.

• Perform Exchange tasks via Active Directory - creating Shared mailboxes, Distribution groups, Security groups, additional SMTP addresses and assigning delegates.

• Support Terminal Service profiles for home users as well as outside Sales Reps and restrict limited access for Terminal Service Clients via Active Directory.

• Coordinate upgrades, configurations and moves for PC workstations, network printers.

• Configure remote access for home users on a Virtual Private Network using clients such as Remote Desktop.

• Support remote offices via GoToAssist.

• Install McAfee Antivirus on workstations.

• Familiarize end user with functionality of application software.

• Server Backup tape maintenance.

• Create software installation and user guides for Knowledge Base.

• Maintain inventory for working machines as well as retired machines.

• Resolve software issues for standard office products including MS Office.

• On call after hour support via pager.

• Assisted in upgrading over 400 computers from Windows 2000 to Windows XP

Education

University of Wisconsin-Stevens Point – Stevens Point, WI B.A. in Computer Information Systems

References

Upon request

Contact this candidate