Technical Support Manager

Christopher Hansen

Martinez, California

925-***-**** • ************@*****.***

Desktop Support Administrator

Tier 1 Help Lines Technical Support User Training Software/PC/LAN Troubleshooting

AREAS OF EXPERTISE

Broad knowledge and success in software installation; hardware, domain, and network configurations; PC repair, and troubleshooting (workstations, servers, TCP/IP, Internet, and network).

Success assessing and evaluating technical issues and developing appropriate solutions to resolve issues efficiently.

Excels in determining and recommending products or services suitable to the user requirements.

Outstanding talent for rapidly diagnosing issues, developing technical solutions to restore system services, and adapting to a variety of IT applications.

TECHNICAL PROFICIENCIES

Platforms:

Windows 10/7 Windows Server 2013/2011/2008, Hyper-V

Tools:

Microsoft Outlook, Microsoft Exchange Server, SonicWALL Firewalls & Email Security, VPN Server/Client, MS Office 2010/2007, ACT CRM, Adobe Designer Suite, Active Directory, LogMeIn

Hardware:

Laptops, Desktops, Servers, HP Printers

Professional Experience

AAA Business Supplies & Interiors, San Francisco, California

IT Manager (03/1993 – 6/2017)

Provided level 1 and 2 technical support for 40+ users. Installed, configured, and maintained all technical components including client, servers, LAN, software, and hardware. Responded to user service requests and resolved trouble tickets. Managed software licenses, hardware inventory, and users accounts. Supported main distribution database system software including user management, creating and editing reports, menus, and managing server backups

Key Achievements:

Designed, developed and maintained a competitive pricing database enabling the creation of pricing structures for new and existing accounts helping to secure new business and existing clients while maintaining profitable margins .

Implemented sound maintenance and upgrading tactics that extended the life of laptops and desktops from a standard 4-5 year average lifespan to 7 to 10+ years.

Implemented, installed and trained staff on truck fleet tracking and signature capture system that enabled management to identify issues with routes and drivers and provide POD for all customers.

Oversaw all aspects of the CRM database including created fields/screen layouts, mail/letter templates,maintenance and upgrading enabling sales staff to significantly increase productivity and account wins and provide management with centralized transparency to all data.

Marketing Specialist (03/2011 – 06/2016)

Supported and maintained all aspects of eCommerce website. Developed marketing materials including emails, brochures, and advertisements. Designed website landing pages and served as webmaster over multiple websites.

Additional Experience

Operations Manager, Contra Costa Stationers, Lafayette, CA and Dublin Office Supply, Dublin, CA.

Purchaser, Dublin Office Supply, Dublin, CA.

Education and Training

Diablo Valley College, Pleasant Hill, CA

Associate of Science in Business and Computer Science in progress

Certifications

CompTIA A+, in progress

Microsoft Certified Systems Administrator (MCSA), in progress

Professional Development

Computer Programming Courses ~ Microsoft Systems Engineer Courses

Purchasing and Materials Management ~ Computer Science & Programming Courses

Contact this candidate