KLA-Tencor, Milpitas CA Corporate IT Support Tech Feb 2014 - Aug 2018
Provide technical support and training for personal computer and PC network users
Delegates and handles tickets to make sure they are properly routed, worked and documented
Performs preventive maintenance, test and repair of equipment
Provide training to newly hired IT helpdesk
Assists with the resolution of application, hardware and software problems
Advanced support and troubleshooting of personal computers, laptops, printers, mobile
Dispatch Service Now tickets within the IT support team work in progress, Pending, etc.
VMware Sr. Desktop Support Tech Aug 2010 – Oct 2014
Provide network support
Provide LAN (Local Area Network) and WAN (Wide Area Network) support to remote end users
Handle daily technical support activities on desktop support, data network and server management
Responsible for Technology engineering standards for workstations
Perform system Administration for 3rd party support applications
Basic troubleshooting and escalation of DHCP, DNS, WiFi, VPN and other network issues
Provide remote user support
Microsoft Inc. Data Center Field Tech Jun 2008 – Jul 2010
Performs routine duties to customer needs. Interface directly with Customers in depth background in break/fix hardware service. Provides onsite technical customer support timely, response to customer service needs to maintain a high level of customer satisfaction.
Migrate workload off server, physical inspection, airflow check, hard disk scan, event log alerts or trends, install patches and updates.
Build and deploy Server rack HP Proliant, Dell EMC cabinet, stack and rack, cable management,
Install / decommission switches and servers in the data center or IDF.
EDUCATION: San Jose State University SJSU Bachelor’s Degree in Computer Science
Knowledgeable in the troubleshooting of both hardware and software in a Windows environment
Very strong communication with excellent verbal and written skills
Seasoned professional able to work calmly under pressure and/or challenging conditions
Able to discretely manage highly confidential/sensitive company and personal information
Strong attention to detail
Strong relationship building abilities/diplomatic and the ability to handle stress with poise
Strong Windows server 2016, 2012R, AD and Windows 10 and 7 platforms knowledge
Ability to clearly define and document technical procedures
Ability to coordinate with other technical teams in the delivery of end user services