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Desktop Support Technician

San Jose, California, United States
January 24, 2018

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Michael A. Falk

San Jose, CA ***** (408) ***-**** -

Objective: To secure a Desktop Computer Support position where I can best utilize my skill set, years of hands-on experience, and to maintain my technical relevance in the I.T. field.

Relevant Skills:


Microsoft Office Suite 2013 & 2016, Box365

Microsoft Windows 10, 8.1, 7, Vista. Windows Server 2003, Exchange Server 2007

Mac OS, Android OS, iOS, iPhone 6 iOS 8.1.1 setup, configure, and install apps

Lotus Notes 8.5.3, Mozilla Firefox, Google Chrome, I.E.

Remedy, Vantive, and McAfee Ticket Management Software

Sarbanes-Oxley (SOX) compliance testing with Deloitte Touche consultants

Managed various inventories using MS Access, Excel, and File Maker Pro software

Imaging software: Symantec Ghost, Dell Image Assist


Mother Boards, Ram, Hard Drives, Workstations, Laptops, Routers, Switches

LAN/WAN, Ethernet, & WIFI Networks and Protocols, Fiber switch experience

Maintenance & repairs to Desktop, Laptop, and Server computers

Laser Printer maintenance and repair

iPhone and Droid disassembly, basic repairs, and upgrades

Data Center & IDF installation and maintenance

Cabling Best Standards (Microsoft), copper & fiber

Oscilloscope & volt meter knowledge

Customer Service and Maintenance:

Oversee the daily performance of computer systems and network printers using HTTP

Computer assembly and disassembly, formatting hard drives, operating system installations, system restores, data backup and troubleshooting

Install, configure, and perform repairs to computer hardware, software, and peripheral equipment, following manufacturer design and installation specifications

Managed Windows and Exchange servers to administrate customer domain and email accounts

Provide technical phone support to customers (in a Help Desk setting) in regards to issues related to computer systems, software, printers, and hardware (Tier 1 Support)

Provide deskside assistance as needed to troubleshoot complex issues (Tier 2 Support)

Use Remote Desktop to assist customers more efficiently and manage/monitor servers

Work Experience:

Johnson Service Group, San Jose, CA (September 6, 2017 – December 28, 2017)

This was a Desktop Support Technician role. Primary role was assisting with computer refresh project at the Santa Clara Valley Water District. Replaced obsolete Dell OptiPlex 7010 desktop computers running Win 7 Pro with Dell OptiPlex 5050 running Windows 10 Pro. Also deployed Dell Latitude 7480 laptops to employees working in the field. Responsible for moving and preserving any personal data not saved on network/cloud storage. Used Dell Image-Assist to re-image disk drives when needed. Occasionally assisted the Help Desk when they were under staffed, taking calls from users with computer issues. Maintained inventory database of collected obsolete desktop and laptop computers.

NPower, San Jose, CA (May 8, 2017 – June 29, 2017)

This was a Desktop Support Technician role. This was an internship position, the second half of the NPower A+ Certification course. Assisted IT Department at Catholic Charities of Santa Clara Valley. Assigned Help Desk tickets via Google FreshDesk Ticket Management System. A typical work day was spent pulling helpdesk tickets and going desk side to assist customers with Laptop/Desktop computer break/fix issues. Programed and issued New IPhone 7 Smart Phones for employees. Used Cisco Meraki for maintaining Smart Phone and Tablet inventory and security management. Traveled to various satellite offices for IT issues and computer moves.

Starlight Photonics, Alviso, CA (January 11, 2016 – April 23, 2017)

This was a Desktop Support Technician and Assistant Laser Technician role. Perform any on-site I.T. repairs and support for printers, laptops, network, and network cabling as needed. Assist engineer with measuring diode-laser output power and emitter quality. Use oscilloscope

and volt meter to perform any needed calibrations to laser assemblies and replace defective parts to circuit board, component level, requiring use of solder station. This was a temporary position, assisting the employer with excess work load.

Milestone Technologies, Fremont, CA (April 1, 2015 – June 12, 2016)

These work sites were all Desktop Support Technician roles. Assisted in all aspects of Desktop Support (Help Desk Tier 1-3]; Primary role is general hardware/software laptop issues and performing repairs on the spot; Deploy laptops configured for new hires as they walk in, covering laptop credentials, email, etc.; Assist other technicians as needed with laptop break/fix issues. Worked at following Job Sites while employed at Milestone Technology:

-Sandisk, Milpitas, CA

-NetApp, Sunnyvale, CA

-Samsung, San Jose, CA

-Kaiser Permanente, Santa Clara, CA

Insight Global, San Jose, CA (January, 2014 – January, 2015)

These work sites were all Desktop Support Technician roles. Completed three day software migration project to install proprietary applications for company’s new helpdesk call center and ticket managing system; Assisted in Migration projects in to order to upgrade Microsoft windows operating systems; Assist users with post migration data issues and questions; Perform upgrades after hours with user follow up / assistance next day, start of business; Worked at following Job Sites while employed at Insight Global:

-Covenant Care, Gilroy, CA

-HGST – A Western Digital Company, San Jose, CA

-Lucile Packard Children’s Hospital Stanford, Palo Alto, CA

-Adobe, San Jose, CA

Microsoft Corporation, Mountain View, CA (June 30, 2014 – August 19, 2014)

This was a Data Center Technician role. Contracted to assist with racking/un-racking servers at Microsoft Data Centers in Mountain View, CA. Also re-cabling servers in Data Centers, following Microsoft Best Practices Standards

Bell Microproducts, San Jose, CA (May, 2004 – April, 2011)

This was a Desktop Support Technician role. All aspects of Desktop PC Support, and Help Desk; Maintained servers and network equipment at corporate building server room (on 24/7 Standby); Supervised 2nd Support Analyst. Oversaw project to upgrade/install new network and workstations; Coordinated with cable contractors for installing new T-1 lines and cabling to workstations; Managed change from pay-per-incident to quarterly repair/maintenance contract with printer repair business – cost savings to company; Maintained I.T. parts and equipment inventory; Performed UPS upgrade project in server room and IDF’s

U.S. Navy: Pearl Harbor, HI, Philadelphia, PA

Six years working as a Sonar Technician, operating, maintaining, and repairing the AN-SQR-17 Passive Sonar System. Operate other Active Sonar Consoles and depth finder. Remote contact triangulation using Sonar Buoys, deployed from ship and aircraft (L.A.M.P.S.). NuWeps Response/Containment Team, Ships Swimmer, Honeywell certified Micro/Miniature Solder Repair. Good Conduct award and Meritorious Unit Award (Persian Gulf) ribbons.


CompTIA A+ Certified, ID# COMP001021138089 (April 10, 2017)

NPower, San Mateo College, CompTIA A+ Certification Course (901 & 902) (January, 2017 – June, 2017)

Saddleback College, Mission Viejo, CA. Completed AA June, 1993 (September, 1989 – June, 1993) (Emphasis on Math and Electronics)

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