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Software Support

United States
February 05, 2018

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Paul M. Sanchez

**** ***** *****

Concord Ca.****0

(925) ***-****


• Seeking a challenging and rewarding career in the Information Technology industry.


• Over 29 years of experience in the information technology industry.

• Experienced in WAN, LAN and communication systems.

* Well versed in DNS, WINS and Cloud Based Data Management Services & Mobile Device Management. Zoom pro, Slack, Office 365, Airwatch, Jamf, Casper, JumpCloud. Eperienced and knowledgeable in the use of 2 factor authentication and Encryption methods. Ability to troubleshoot all client and web based hardware & software issues.

• Expert in All versions of MAC OS & Windows OS installation and troubleshooting of hardware and software. Trained in use of SCCM and Active Directory management and operations. DHCP, Static I.P, LDAP both local server & cloud based data services.

• Proficient in PC /Windows applications and troubleshooting of hardware and software.

• Google Docs, Microsoft 365,Velum 3D, Adobe CS, Final Cut Pro, Windows Media.

• Novell Windows NT windows 2000, windows XP cross platform experience.

• Well trained and experienced in phone support, remote management and diagnostics.

• Able to communicate with all users & customers at any level. Familiar with JIRA, Confluence, Atlassian, Remedy, Zendesk, OKTA, Workday, SalesForce, VMware, Parallels, Team Viewer, Webex, Box. Familiar with project based software utilities data Sharing & management.

• Well developed mechanical, technical and troubleshooting skills.

• Ability to work independently and with a multi disciplinary team.

• 29 years experience in all areas of phone and help desk support.


• Repaired and maintained a wide range of electronic equipment including personal computers,

hard disk units, floppy disk drives, CD rom drives, scanners and various printers.

• Over 10 years experience in phone and help desk environments utilizing software and hardware.

• Utilized remote and on site diagnostics hardware and software, familiar with the use of

oscilloscopes, data scopes, volt ohmmeters and various network hardware and software tools.

• Experienced in setup of network software and protocols, TCP/IP, DHCP server, VPN, FTP,

PPP, domain name server settings, gateway settings, router addressing and appletalk settings.

• As a research and computer technician, familiar and proficient in keeping accurate and complete records and documentation for the network and support systems.

• Experienced at all levels of installation and troubleshooting of network hubs, concentrators, fiber optic and cat-5 cabling.

• Well developed communication skills. Help desk and remote management experience.


• Organized and maintained over 5000 Macintosh and 3000 pc networked computers at three separate locations.

• Coordinated and advised on the installation of iMac computer labs, hardware and software.

• Supervised several people in the repair and completion of network and computer maintenance. Completed all work in the given time line.

• Organized extensive records of computer hardware and software for repair, replacement and

licensing purposes. Successful improvement record in all areas of inventory management,

control and budget. Responsible for technology team needs and customer support needs. • Coordinated numerous experiments from inception through subsequent interpretation and reporting of findings. Well trained in the documentation and labeling of network connections and naming conventions for networked client computers and peripherals.


Senior Mac Engineer

11-1-2017 to 1-12-2018

Mac specialist. Create images for Mac OS X Sierra and High Sierra. Create packages for deployment using Deploy Studio and Altiris management agent. Update current machines to be ready to accept new software images. Push updates and software using Altiris management software by Symantec. Create image to be fit all mac models onsite using MacBook Pro 2017 laptop. Test software images and packages. Configure windows PC’s, bring all machines into compliance as required by security team. Assist users with trouble tickets as needed.


2121 N. California Blvd.

Walnut Creek, CA. 94596

Senior Helpdesk Analyst

9-26-2017 to 10-20-2017

Mac & Windows support for Port of Oakland business, engineering, design, property management, procurement, HR/payroll and Financials. Imaging Windows machines for deployment to the various departments. Create & Organize trouble requests using Service Now ticketing software, Respond to calls, emails and verbal helpdesk issues. Communicate with end users in regards to ongoing or pending issues. Keep inventory documentation related to new computer images deployed. Troubleshoot video conference call software. Maintain conference rooms and polycom voip devices. Outlook email setup and office 365. Slack, Zoom pro, Team Viewer, Google Docs & Admin.

Port of Oakland

530 Water Street

Oakland, CA.

Support Manager

5-15-2017 to 8-21-2017 contract

Mac support. Windows PC support. For the Engineering, Design & production team. Charged with testing and implementing cloud services. Airwatch, Jamf, Casper provisioning software, MDM solutions. Imaging and installation of all software & Hardware. Conference room organization and setup of hardware & software. Manage all day to day trouble request using Service Now web based ticketing system. Inventory control and distribution and repair of Apple Mac OS software and hardware. Application and program installation and update maintenance. Inventory and asset management documentation using Google Docs, Microsoft Office. iPad and smart phone support. Migrate users as needed. Printer, peripheral and all applications support.

. Fossil/Misfit Group

839 Mitten Road

Burlingame CA.

Lead Project Manager

2-2017 to 4-3-2017 contract

Mac support. Charged with testing and implementing cloud services. JumpCloud, Airwatch, Jamf, Casper and OKTA provisioning software. LDAP, MDM, apples DEP services and solutions. Conference room organization and setup of Chrome Box and video hardware. Assist in the day to day troubleshooting and repair of Apple Mac OS software and hardware. Application and program installation and update maintenance. Inventory and asset management documentation using Google Docs, Microsoft Office. iPad and smart phone support. Migrate all users to new apple mac hardware. Printer, peripheral and Microcell support.

Nauto INC.

The Playground

380 Portage Ave.

Palo Alto, CA

Senior Technician

3-1-2015 to 11-15-2016 contract

Apple Mac and Windows PC support. Imaging both Mac and Windows computers. In a 80% Mac 20% Windows cross platform environment. Using Jamf/Casper imaging software. Supported and Maintained computers for over 500 onsite clients as well as over 100 remote users in Ireland the U.K and Chicago. VPN setup and configuration and daily network and connection issues. Active Directory administration, user account setups and password administration for all users. Maintained onboarding data and new hire info for all users. Organized and assisted in all video conference room needs hardware and software. Support for a variety of cloud based applications and storage. Zendesk, Salesforce, Jira, Workday, Paylocity. Peripheral setup and support for iphone, android, scanner, camera, video and printer devices.

Glassdoor Inc.

100 Shoreline Highway

Mill Valley, CA.


Senior Technician

8-19-2014 to 12-2014 contract

Apple Mac and Windows PC support. Imaging and cloning of hardware and software. Assisting users in setup and configuration of desktop and laptop computers for at work and at home remote use. Migration of all users due to company transition. Setup and configuration of all peripherals, iPhones, iPad, android, various tablets, printers and cameras. Exchange e-mail, outlook and all MS Office products. Adobe CS, flash and all software products needed as requested.

Epsilon Corperation

100 Montgomery St.

San Francisco, CA. 94111

Senior Technician

3-6-2014 to 8-18-2014 contract

Apple and Windows specialist. Duties include; Technical and desktop support for over 2000 user clients. Running Apple OSX Mountain Lion and Mavericks as well as Windows XP and Windows 7 operating systems. Hardware and software support and repair duties include. HP, Lenovo, Mac Book Air, Mac Book Pro and G5 quad core computers. Adobe CS 5 & 6, Microsoft Office suite. Outlook Exchange configuration setup and support. Access shared document support. Troubleshooting and resolving cross platform network & document sharing issues. HP and Ricoh Printer and hardware peripheral support.

Levi Strauss & Co.

1155 Battery Street

San Francisco, CA. 94111

Senior Technician

8-19-2013 to 3-1-2014

Apple Macintosh specialist. Install maintain troubleshoot and repair all generations of Mac OS

Hardware and Software. In store and onsite services in all areas of computer networking as well as cross platform setup configuration and repair of Mac OS 10.9 Mavericks, 10.8.5 Mountain Lion and previous versions released to date. Well versed in all Windows OS and available hardware. Standalone or networked environment. Experienced in all peripheral devices including iPod, iPhone, iPad, Kindle, Chrome book, printers, external drives, cameras and all iOS and Android devices.

Clickaway Computer & Network Solutions

457 McGlincy Lane

Campbell CA. 95008

Freelance Computer and Network Consulting

7-1-2011 to 8-1-2013

Computer and Network services and support. Private home and commercial business related desktop and client support. Mac OS 8 & 9 powerpc and Windows cross platform consultation.

Mac OS 10.6 Leopard, 10.7 Snow Leopard & 10.8 Lion powerpc and Intel Hardware & Software support and repair.

San Francisco East Bay Area and surrounding areas

Technical Support Representative

12-29-2009 to 6-11-2011

Assisted with & and maintained all assigned laptops and staff desktop computers. Maintained service records and inventory of all computers. P.C and Mac cross platform computer work environment. Mac OS 10.1 thru Mac OS 10.5 Jaguar, Panther & Tiger Hardware and peripheral setup and configuration. Intel MacBook Powerbooks and G5 desktops

Moreau Catholic High School

27170 Mission Boulevard

Hayward, CA 94544

Phone: 510.***.****

Support Analyst

7-20-2008 tp 12-1-2009

Apple Hardware and Software analyst. Help Desk support for ProSoft & JoeSoft applications and utilities used in the recovery and repair of apple hardware and software. Fielded Hardware and Software Relatied customer issues and problems. Excellent customer service record and performance record.

ProSoft Engineering Inc.

301 Ray Street

Pleasanton CA. 94566

Computer Consultant

1-1-2005 to 7-1-2008

Self employed business owner. Audio Video and computer/network repair and consultation services. Assistting customers in a variety of computer related issues and requests. Installed wireless networks for private and commercial uses. Laptop and desktop configuration on both

Macintosh and Windows platforms. Experienced with I.B.M., Hewlett Packard (HP), Dell, Toshiba, Lexmark, Techtronics, Xerox, Sun Micro Sysytems and various other Computer networking hardware and software. Proficient in Remote Access, Timbuktu, Remote Desktop, Norton Works Techtool, Drive X and other software related tools and utilities.Complete network server and client services. Maintained and repaired various peripherals and computer/network components.

Environment: Windows XP, Windows Server, Web Share, Client Sharing, Ghosting.


Senior Technologist

9-5-2000 to 1-1-2005

Originally contracted my services for Sandia National Laboratories. Install, troubleshoot and maintain computer hardware and software for Macintosh users/clients. Complete trouble tickets and prioritize as assigned by help desk. Troubleshoot network hardware issues as needed. Help with Windows computers, workload permitting. Duties include troubleshooting printers, scanners, digital peripherals, third party software and various other hardware and software problems. Responsible for daily help desk duties. .Experienced with I.B.M., Hewlett Packard (HP), Dell, Toshiba, Lexmark, Techtronics, Xerox, Sun Micro Sysytems and various other Computer networking hardware and software. Proficient in Remote Access, Timbuktu, Remote Desktop, Norton Works Techtool and other software related tools and utilities.Complete network server and client services Fielded numerous support line calls for all areas of I.T. Ability to mutitask and organize the daily service schedules for the desktop support team.

Environment: Emphasis on high security in all areas. Active Directory, Static I.P and port locking capabilities. Windows XP, Windows Server, Web Share, Client Sharing, Ghosting,

Static I.P., MAC OS X client and server. Netboot. Cisco Switches, Hubs, routers.

Onsite Energy Services Sandia National Laboratories

1320 Harbor Bay Parkway 7011 East Ave.

Suite 135 Livermore, Ca.

Alameda, Calif. 94502 94568

Desktop Support Analyst

2-21-2000 to 9-2-2000

Contract services for Williams Sonoma Inc. Install, troubleshoot and maintain computer hardware and software on Macintosh and Windows computers. Macintosh support specialist for over 200 Macintosh user/clients. Mac OS 7 thru OS 9 support. Duties included all printer, plotter, scanner and digital camera support for graphics and product development teams. Prioritize and complete trouble tickets as requested by help desk. Provide help desk and phone support as required.

Compucom Systems

7171 Forest Lane

Dallas, Texas. 75230

Help Desk Technician

12-3-1999 to 2-18-2000

Contract services for Apple computer help desk. Assist in solving problems related to apple specific hardware and software applications. Maintained a consistent and notable level of service in all areas of the help desk support team. E-mail, web apps, third party software & hardware issues, vpn setup and configurations. Troubleshoot and repair applications and peripherals. Assisted my team with on site maintenance and consultation as needed.

EDS/MCI System house

2000 Napa Valley Corporate Drive.

Napa, Ca. 94558.


1986 to 1988

Heald college Hayward Ca.

A.A.S. Degree in Computer Engineering Electronics

Transcript and Degree available on request.

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