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Help Desk/Desktop support

San Francisco, California, United States
February 21, 2018

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San Francisco, CA



Career Summary

Passionate about servicing end users and providing them superior customer service

Worked on several IT ticketing systems such as Service Now and Salesforce based platforms.

Installed, supported and troubleshot applications such as: Microsoft Office, email, remote access, mobility and networking

Provided support across multiple states and time zones in remote office and colleagues across the country.

Collaborated and communicate with over 12 team members different time zones and states.

Technical expertise in Windows, mobile devices, VPN, Exchange and Office.

Managed Windows XP to Windows 7 migration for 8 offices throughout the Bay Area

Provided training for hundreds of staff on software upgrades and technology issues.

Technical Expertise

Operating Systems: Windows 7, Windows 8, Windows 10, Windows XP, Windows Server, Mac OSX, iOS, Android.

Software Applications: Microsoft Suite (Word, Excel, Power Point, Access, Outlook), Office for Mac, VMware Desktop Products, Symantec and Sophos client security suites, Active Directory, Windows Deployment Services, DameWare Mini Remote Control, Bomgar Remote control, and Office 365.

Networking Skills: LANs, DHCP, TCP/IP, network security, VPN, Exchange.

Hardware: Desktops, laptops, mobile devices, printers/scanners/copiers. Dell Kace K1000 Management Appliance.

Lifesize Video Conferencing hardware.

Webex and Bluejeans Video Conferencing

Microsoft System Center Configuration

Airwatch and Good technology device support

Polycom phone troubleshooting

ServiceNow and SalesForce ticketing systems

Professional Experience

Contractor Vaco LLC, San Francisco, CA. February 2017-December 2017

(Provided IT and other services for Jewish Home for the Aged senior assisted living facility)

Managed Service Desk and fielded user walk up requests.

Provisioned and troubleshot Windows 10 Surface tablets.

Learned about Office 365 environments and associated apps.

Developed fixes for existing processes and developed new documentation process for IT staff to improve workflows.

Helped deploy Skype for Business across the entire organization.

Vantiv Inc, San Francisco, CA. February 2015-May 2016

(Provides comprehensive suite of traditional and innovative payment processing and technology solutions to merchants and financial institutions of all sizes NYSE: VNTV)

Managed all IT Services and support for small office of 20 people

Assisted with remote support for 5 additional offices of over 2,000 users in total via phone, email, remote control

Worked with colleagues across multiple regions and time zones

Assisted with Imaging of machines using Microsoft System Center Configuration manager, as well as deploying applications to end-users

Helped build documentation for various IT policies and procedures

Used ticketing system to manage end user support requests of 5-10 per day

Coordinated with networking, security and various other teams at remote offices to ensure business continuity for entire office.

Worked closely with Chief strategy officer to resolve all issues she encountered.

Inventoried and managed all on-site IT assets

Jewish Family and Children’s Services, San Francisco, CA. September 2009- January 2015

(Provides over 40 programs, including home care for seniors, therapy for children, youth volunteer programs, services for people with disabilities, and more).

Promoted twice at this innovative 400 employee Bay Area non-profit serving families, children and seniors.

Information Technology Specialist, May 2014-January 2015

Information Services Associate, November 2013-May 2014

Information Services Assistant, August 2009-November 2013

Oversaw incoming IT support requests and delegate responses for over 400 users.

Provide in-person as well as phone and email support to 8 regional offices.

Responsible for all iOS support by educating staff on new software features and advising about software updates.

Organized and facilitated quarterly “Super-Users” meeting covering all relevant technical upgrades.

Oversaw entire agency Windows 7 migration and gave comprehensive training to over 300 employees in Windows 7 and related technologies.

Diagnosed and resolved hardware and software problems ranging from incorrectly configured software applications to defective hardware.

Initiated the documentation of policies and procedures for other IT staff to reference.

Developed and assisted with implementation of IT asset management system.

Provided support for audio/visual events at main and satellite offices.

Model N Inc. Redwood City, CA Summers 2006-2008 (Intern)

(An enterprise revenue management software company: MODN) with over 300 employees.

Information Technology Specialist

Created new company employee accounts in active directory and installed standard issue company software

Managed user accounts in Active Directory.

Maintained current and up-to-date lists of all hardware in use at three locations.

Oversaw shipping and receiving of computer equipment.

Provided customer service and documented problems and solutions in the Cerberus Help Desk ticketing system, (via email and telephone).


Associate of Science, Network Administration, Cuesta College, San Luis Obispo, CA


JFCS “Award for Professional Excellence” by employer in December 2014

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