Sergio E. Varona E-mail: ac5h6r@r.postjobfree.com Address: 30 Dwight Rd. Burlingame, Ca. 94010

Software/technical support with excellent troubleshooting skills and excellent communication customer service skills.

SKILLS AND ABILITIES:

Software:

Microsoft Office including 2010 (Word, Excel, Powerpoint), Remedy, Symantec Ghost, Symantec Anti-virus, McAfee Anti-Virus, Salesforce, SMS and SCCM and various other software. Windows XP Professional, Windows 7, 32 and 64 bit. Wifi and VPN software. Knowledge of ASP and PHP. Worked with IIS and SQL server. Worked with Jira and Remedy. Network administration. VMWare ESX,

Migrated user information and software from Windows 2000 to XP and also to Windows 7. Cisco Software, OS X, Linux including Centos, Ubuntu, Opensuse and Debian. Lamp server, SQL, HTML, CSS and Javascript. Windows 8, Windows 10. VOIP phone support. Active Directory, G suite, Powershell. Symantec Endpoint Management Suite.

Methodology: ITIL Used extensively in different I.T. environments.

Networking:

DNS, TCP-IP, DHCP, VPN, traceroute, ping. Administrator for Windows NT, Novell and Server 2008 R2, Server 2012. Active Directory. Cisco routers, switches and firewalls.

Email:

Lotus Notes 5 and 6.5. Microsoft Outlook 2003, 2007 and 2010.

EDUCATION:

Canada College, Redwood City, CA

Associate of Science in Business Management.

CERTIFICATES:

MCP – Microsoft Certified Professional and A+ Certified Computer Technician.

PROFESSIONAL SUMMARY:

May '14 Present Senior Desktop Support Technician. Started with AAC, Vienna, VA and now with Focused Management, Inc., Alexandria, VA. (I am working for the Consumer Financial Protection Bureau in San Francisco, California)

Providing technical support and security information to the employees of the western region. Network administration. Video conferencing equipment management.

Resolve network issues such as connectivity, SQL, Active X, and other client server software and hardware. Work with DNS functions, IIS. Proficient with TCP/IP, SMTP, FTP, HTTP & other protocols. Work with web based applications. Analyze errors and resolve technical issues, work with Javascript and HTML. Repair and rollout computers.

Create and worked on trouble tickets from customers or route to other departments.

Provide technical support for webcast/video teleconferences.

Documentation of standard IT processes and procedures. VPN support and troubleshooting. Work with switches, routers and firewall. Support financial environment.

VOIP phone support and travel to field conferences to provide technical support.

Resolve network and local workstation issues. Serve as technical security source.

December '11 October '13 Help Desk Analyst.. Accessdata, San Francisco, CA.

Supported external customers with various Enterprise software.

Resolved network issues such as connectivity, SQL, Active X, and other client server software and hardware. Worked with DNS functions, IIS and SQL server. Proficient with TCP/IP, SMTP, FTP, HTTP & other protocols. Worked with web based application. Analyzed SQL errors, Javascript and HTML.

Created and worked on trouble tickets from customers or routed to other departments.

Resolved network and local workstation issues. Worked on laptop software issues including permissions and other network and local issues. Received occasional calls from Mac users requesting assistance using our software.

September '11 December '11 Technical Support Analyst Contract (Insight Global for Stanford Hospital and Clinics), Palo Alto, CA.

Provided technical support for various customers. Worked on various desktops, laptops and Smart Phones include Blackberrys, Androids, Iphones and Ipads.

Worked with switches and routers. Enabled ports for users and resolved connectivity issues. Worked with web based applications.

Created and worked on trouble tickets from customers or routed to other departments.

Network administration managing network accounts and setting up exchange e-mail accounts. Supported Mac computers, Android phones, Apple IPhones and IPads.

Software / Network Technical Support Analyst: - Robert Half Technology, (For First Republic Bank), San Francisco Ca. May '11 – July '11.

Provided first level support to users (internal and external to the company) and resolved any issues they had.

Resolved user's software computer issues via the phone, email or IM chat.

Researched solutions to user's computer issues when there was no current documentation. Supported some Mac computers. Worked with web based applications troubleshooting issues.

Created Policies and Procedures for solutions to user's computer issues.

Created and updated tickets using the Remedy ticketing system.

Pushed software to user's computers using SMS (Systems Management Server) and SCCM (System Center Configuration Manager).

Setup and configured Blackberrys and iPhones.

Software / Network Technical Support Analyst: - Dell Services and Insight Global, (Stanford Hospital and Catholic Heathcare West), Palo Alto and San Francisco Ca.

June'-07 – November '10 .

Resolved hardware and software issues.

Configured Blackberrys as well as setup end users to sync with Enterprise Mail

which included Microsoft Exchange 2010.

Performed backups on the network server. Worked with web based medical applications.

Imaged new desktops and laptops as well as installed the proper software specific to the end user's job. Supported Mac computers.

Created and updated tickets using the Remedy ticketing system.

Supported VPN users as well as set up their VPN connections using the VPN Client.

Trained end users in the use of their systems, including email, VPN and other software programs. Used Veritas backup software to perform backups on the server.

Maintained an inventory of all computers, monitors and printers and who they were assigned to. Worked with IIS and SQL server. Worked with VBS Batch scripts.

Provided end user support to over 1000 users in San Francisco.

March '06 – May '07 Worked in Contracts for Hitachi, Sony, Microsoft and Academy of Art University. IT Desktop Engineer, Mountain View and San Francisco, CA.

Performed Break/Fix troubleshooting on HP, Dell PC’s and Dell Laptops, including printers, monitors and peripherals.

Troubleshoot Blackberrys and Palm hand helds for the end users.

Provided customer support to the end users over the telephone and in person.

Received and created trouble tickets through the Remedy and Saleforce Ticketing software. Worked in Microsoft's Data Center as a Data CenterTechnician. Troubleshoot web based Enterprise and web based applications.

Imaged new and old systems with Symantec Ghost. Worked on Cisco routers and switches. Worked with batch scripts. Assisted with VPN configuration. Supported Mac computers.

Financial Freedom, San Francisco, CA January '04 to March '06

Maturities Administrator

Managed Financial Accounts.

Helped to automate the processing of financial documents by working with the SQL Database administrator.

Worked with HP, IBM computers installing images to meet the requirements of the end users.

Customer Service on the phone and e-mail.

Performed hardware upgrades and replaced peripheral devices.

Installed, uninstalled software and configured systems for end users either in person or remotely. Troubleshoot applications.

Worked independently and with other team members to troubleshoot problem systems.

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