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Desktop Support

Location:
Fairfield, CA, 94534
Posted:
September 20, 2018

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Resume:

ALBERT R. ANICETE

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

Fairfield, CA 94534

Cell Phone: 707-***-****

Home: 707-***-****

ac64ev@r.postjobfree.com

SUMMARY:

* ***** ********** ** *** Information Technology industry with a wide range of experience in

hardware/software support on various systems. Supported internal/external customer service

high ASA (average speed per answer) and a low abandon rate. Acknowledge by management

and peers for ability quickly and enhance customer satisfaction.

TECHNICAL SUMMARY:

Operating Systems: Windows XP, 2000, 95/98 NT 4.0, 10, UNIX (basic), DOS 3.0-6, TSO,

MVS JES 2/3, OS/2 Mainframe, Novell Netware 4.1, AS400, MAC 10.7 Lion/Sierra 10.12

E-Mail: Lotus Notes R4.6, MS Outlook & Web 2003 thru MS Exchange server, ccMail

Tracking System: Remedy 5.0, Vantive 8.5, Peregrine 3.0

Remote Access: Active Directory, VPN, Fiberlink, SonicWall, Tivoli Remote Control

Browsers: Internet Explorer 5.0-7.0, Netscape Navigator 4.6

Software: Microsoft Office Professional Suite 2003/2000/97

Other: TCP/IP, printer (local/remote) configurations, NICE System, HCMS Suite.

EDUCATION:

Certificate of Completion for Microsoft Office Fundamentals from AIM

Certificate of Completion for Intermediate WIN NT 4.0 from Executrain

City College of San Francisco, majored in Computer Science/Banking Finance

Business School for Commerce, majored in Computer Programming

Woodrow Wilson High School, received High School Diploma (GE)

EXPERIENCE:

Kaiser Permanente, Oakland, CA (Rose International)

Regional Offices

Contractor – Desktop Support Engineer (Technical Support)

March 2008 – April 2009/August 2007 – December 2007

Member of the Tech-Refresh migration team. Upgraded desktops and laptops

to the latest Kaiser desktop OS and standard windows applications. Performed

discoveries, one-on-ones, assessments, and deployments for coordinated sites

across the enterprise. Utilized the Kaiser SAT/SMART tool for performing

backups and re-imaging of the target PC's. Ran post testing to ensure all

tasks were completed successfully before the next business day. Additionally,

checked day after support activities for any issues or problems.

Timec Company, Incorporated, Vallejo, CA (Volt Technical Resources)

Contractor – Desktop/Technical Support

January 2007 – June 2007

Responsible for supporting (50) users within (2) complexes by means of

software issues such as MS Outlook, AS400, MS Office 2003 and other applications

on Windows XP. Additionally, installed peripheral equipment (printers, scanners,

monitors, PC’s). Performed diagnostic testing and communication connection

repairs. Traveled to other refineries performing upgrades, trouble-shooting and

reported to upper management with any other problems.

Kaiser Permanente, Oakland, CA (IT Ascent Inc.)

Regional Offices

Contractor – Desktop Support Engineer (Technical Support)

December 2005 – December 2006

Member of the MWI/XD migration team. Upgraded 4,000 plus desktops and laptops

to the latest Kaiser desktop OS and standard windows applications. Performed

Lotus Notes 6.5.2 upgrades, discoveries, one-on-ones, assessments, and deployments

for strategically coordinated sites across the enterprise. Utilized the Kaiser SAT tool for

performing backups and re-imaging of the target PC's. Ran post testing to ensure all

tasks were completed successfully before the next business day. Additionally, checked

day after support activities for any issues or problems. Also, assisted with Remedy

RFC’s and Incident Reports.

Kaiser Permanente, San Francisco, CA (IT Ascent Inc.)

Medical Center (HCMS)

Contractor – Desktop Support Engineer (Technical Support)

May 2005 – December 2005

Provided support for HomeHealth/Hospice Clinical Project by traveling

to multiple medical centers in NCAL. Additionally, supported end users

by means of WIN2000, Lotus Notes, MS Offices, HCMS Package Suite and a

variety of medical/business applications as required. Maintained and

corrected hardware and software problems. Installed peripheral

equipment and provided software changes to upgraded workstations.

Kaiser Permanente, Vallejo, CA (Analysts International)

Medical Center

Contractor – Technical Support/Helpdesk

November 2004 – January 2005

Provided technical support in three medical facilities (hospital, rehab

& psychiatry) by maintaining desktop configurations and proactively

identifying computer problem and resolutions relating to the Windows

2000, NT and XP operating systems. Familiarized end users with functionality

of applications software and routine technical processes. Participated in initial

site preparation and assists in the installation of new PC/LAN hardware and

software. Completed projects which consisted of small moves to large personal

computer deployment, network printer installs, system-wide software upgrades

and virus remediations. Created Lotus Notes using Active Directory. Established

network connectivity by means of cross connecting and configurations of

the network interfaces.

Appointment & Advice Call Center

Contractor – PC/LAN Technician (Helpdesk)

August 2003 – October 2004

Administered and supported to a 500 seat call center which included

RN’s, TSR’s and managers by means of Windows NT, Windows 2000, XP,

Aspect, ROLM Siemens, Stargate, CTI and other related system problems.

Monitored server performance, network capacity and security issues.

Assisted in the NICE recording package system with upgrades and

peripheral equipment. Trouble-shooted, maintained and updated server

backups on a daily basis. Also, configured workstations and documented

PC/LAN problems within the environment. Consulted agents and medical

staff every hour by the hour.



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