Desktop Support Technician

Michael A. Falk

San Jose, CA *****

******@*****.*** www.linkedin.com/in/michaelafalk/

CompTIA A+ Certified, ID# COMP001021138089

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.

Technical Skills

Software

Microsoft Office Suite 2013 & 2016, Box365

Microsoft Windows XP, 7, 8.1, 10, Windows Server 2003, Exchange Server 2007

Mac OS X, 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.

Google FreshDesk, 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 ImageAssist

Used Windows Active Directory to manage user accounts and locate computers

Hardware

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)

Going deskside to assist as needed to troubleshoot complex issues (Tier 2 and 3 Support)

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

Professional Experience

Aricent Altran Group, Santa Clara, CA April 2018 – May 2018

Desktop Support

Filled in I.T. position until replacement Aricent I.T. employee arrives to take position permanently

Primarily acted as Walk Up assistant for Smart Phone and Laptop issues

Setup, configured, and tested various Video Conference equipment by connecting to other sites

PXE imaged Dell 7480 and 7490 laptops for new hires and upgrades for existing employees

Helped to resolve issues with UEFI imaging by way of a Registry modification

Created and maintained asset inventory for recycled laptops

Used Skype for assisting remote users and departmental meetings

Seagate Technologies, Cupertino, CA February 2018 – March 2018

Desktop Support

Assisted Seagate Technologies with resolving an SLA overflow. Assigned tickets to resolve pc issues

Network Imaged Dell 7480 and 7490 business laptops via PXE server. BIOS imaged for Legacy devices

Accessed Active Directory to manage user accounts and retrieve user data for laptop configurations

Setup and configure Android and IPhone smart phones for Seagate wireless network

Multitasked as a Walk Up Assistant for employee quick fixes to mobile phones and laptops

Santa Clara Valley Water District, San Jose, CA September 2017 – December 2017

Desktop Support

Assisted 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

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

Assisted the Help Desk when they were under staffed or taking calls from users with computer issues

Maintained inventory database of collected obsolete desktop and laptop computers

Catholic Charities, Santa Clara, CA May 2016 – June 2017

Desktop Support

Worked on Help Desk tickets via Google FreshDesk Ticket Management System

Assisting end users deskside 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

Contract was an internship position, the second half of the NPower A+ Certification course

Starlight Photonics, Alviso, CA January 2016 – April 2017

Desktop Support

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

Milestone Technologies, Fremont, CA April 2015 – June 2015 Desktop Support

Tier I & II customer email, phone, and walk-up Helpdesk support

Tier III Back end support, going desk-side

Laptop break-fix, troubleshooting and problem resolution deskside or tech bench

Loaner Laptop stock maintenance, upkeep, and asset management

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

Desktop Support

Windows 7 to 8.1 Migration. Three day, one person migration project for Adobe

Windows 7 to 8.1 Migration for HGST. Migrations at San Jose, CA and Rochester, MN

Software migration project, installing new proprietary Helpdesk/ticket management software

Follow up Helpdesk support assisting users with migration issues and instructions

Worked at following job sites while employed at Insight Global:

-Covenant Care, Gilroy, CA

-HGST – A Western Digital Company, San Jose, CA & Rochester, MN

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

-Adobe, San Jose, CA

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

Data Center Technician

Racking/un-racking Servers

Adding RAM and additional disk drives to new servers

Re-cabling servers following Microsoft Best Practices Standards

Labeling all new servers and cables notating port numbers.

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

Desktop Support Technician

Tier I helpdesk and phone support

Tier II & III break/fix of company laptop and desktop computers

Tier IV Vendor support with McAfee and HP primarily

Warehouse project installing new IDF’s, fiber, and cable trays using cable contractors

Server room UPS upgrade project replacing obsolete UPS’s and improved power load balancing

Maintain inventory/Asset management of all I.T. computers, equipment, and stock

Started service contract with printer repair company for preventative maintenance – cost savings to company

U.S. Navy: Pearl Harbor, HI, Philadelphia, PA October 1982 – September 1988

Sonar Technician

Operating, maintaining, and repairing the AN-SQR-17 Passive Sonar System

Operate other Active Sonar Consoles and depth finder

Honeywell certified Micro/Miniature Solder Repair

Good Conduct award and Meritorious Unit Award (Persian Gulf) ribbons.

Education

CompTIA A+ Certified, ID# COMP001021138089 April 10, 2017 – June 23, 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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