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Desktop Support Customer Service

Brentwood, California, United States
January 03, 2019

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**** ********** **, *******, ** 94531 Cell: 925-***-****


Over 10 years IT experience which includes System Administration, Desktop, Helpdesk, Network and Field Support of end-user workstations within Windows 10, 7, XP, NT, 2000, Vista, Citrix, Unix, Novell and AS/400. Solid experience on installing, analyzing, configuring, troubleshooting and resolving a variety of software and application support which includes Outlook, GroupWise, imaging, deployment, migrating, maintaining, upgrading a wide variety of hardware. Includes remote control support and network infrastructure support within heterogeneous TCP/IP LAN/WAN network environment, Point Of Sales systems and peripherals

Experience on Active Directory ADUC, AD Manager, Sharepoint, Umbraco and Microsoft Exchange general user account administration and maintenance

Experienced with Heat, Remedy, Kana ticketing system; windows security, certificates; Single Sign On; RDP, LogMeIn, TeamViewer, JoinedMe, Heat and Skype remote control softwares; wireless and mobile devices which includes blackberry server, Mobile Iron, blackberry, palm treo, android, apple iPhone, iPad, Mac, safari, Sharepoint and Umbraco web content editing; NCR, IBM Point Of Sale system hardwares and peripherals

Familiarity with Oracle and Citrix based clients, Linux, MySQL, SQL, Java Script, Database Design, Security, QBasic

Dedicated, diligent, productive, ambitious, reliable and highly energetic person who thrives in pressure situations.

Superior communication and multi-tasking skills with values committed to excellence, innovation and customer service.

Superior ability to learn and rapidly apply new programs, applications, skills, tools or techniques

Extensive SLA experience with superior troubleshooting and resolution skills with multiple IT certifications TECHNICAL SKILLS SUMMARY

Hardware: Dell, IBM, HP, Cisco switch/routers/hubs, Linksys, Netgear, Nortel, Sharp, Epson, Lexmark, HP LH NetServer, PowerEdge, PowerConnect, Blade servers, Pro-Com CD-ROM Tower Server, UPS, HP Laser Jets, Xerox/HP/Canon multi-function printers, barcode readers, Fujitso scanners, Infocus Mondopad VTC, Cisco Polycom, Networking: Windows Server 2012 R2, Active Directory, ARS, TCP/IP, IPX/SPX, VLAN, Token Ring, Ethernet, WIFI, routers, switches, hubs, DHCP, DNS, IMAP, LDAP, POP, SMTP, SSL, DSL, RDP, VoIP, Cisco/Pulse VPN, WEP/WPA, BlackBerry Server, Citrix, NCR/IBM Point Of Sale systems. Software: MS Office Suite 365, 2016, 2010, Active Disk, Active Client, MS Outlook, LincPass Single Sign On, Skype for Business, Umbraco, Sharepoint, Pulse, Cisco VPN, Adobe CS, Mobile Iron, Salesforce, Active Boot, Visio, AutoCAD, NX Unigraphics, Solidworks, Unix View Now, Oracle, SAP, SQL, WestLaw, Webroot, McAfee, Norton, eTrust, WebEx, NetMeeting, VNC, Teamviewer, LogMeIn, Heat, Remedy, Track-It, Kana, MS Explorer, Mozilla, Chrome, Safari, Novell GroupWise, UltraBac, ArcServe, Utimaco Safeguard, McAfee /Symantec, Checkpoint Encryption, Norton Ghost, Web Jet Admin, LanMaster, Epic, Imprivata Single Sign On (SSO), AutoTime, MS Lync 2013 IT CERTIFICATIONS

CIW Javascript Specialist, 2014

CIW Database Design Specialist, 2013

CIW Web Design Specialist, 2013

CompTIA Security +, 2012

CompTIA Project +, 2012

CompTIA A+, 2012

CompTIA Network+, 2012

Dell DCSE Desktop, 2010

Dell DCSE Portable, 2010

Novell CNA 4.11

Novell CNA 3.12


IT Specialist, USDA / ARS, Albany, CA. (Panum, LLC) 9/2017-10/2018 Provide a variety of technical on-site end-user, network and infrastructure support as well as for enterprise wide technical end-user support for the USDA ARS - AFM – WBSC division. Utilized Active Directory, AD Manager and Mobile Iron to resolve or update ticket issues including on security, remote access, eAuth login, password, registration, group membership, mobile devices, Lincpass SSO issues, distribution list, move, unlock, activate or disable users. Configure, install, analyze, evaluate, test and resolve a variety of Windows 7 and 10 applications including Pulse remote VPN, certificate, intranet, internet or network connectivity issues, email, printing including Dell hardware component issues. Configured laptops for Windows imaging utilizing Active Disk joining to domain and deployment. Content editing of Sharepoint and of Umbraco web pages. Testing of VTC connectivity and of equipments. Participates in the implementation and maintenance of systems and compliance with USDA IT standards and policies Break/Fix Printer Tech, Lawrence Livermore Lab/Perfect Output, Livermore, CA (Strategic Staffing) 8/2016 - 11/2016 On-site break/fix printer technician for managed Xerox printers within Lawrence Livermore National Lab facilities. Remote monitoring of network printers via Footprints for errors, alerts and levels. Consumable replacement and replenishment. Maintain stock and inventory Edgar Deguzman Page Two

Desktop Support/Admin, UTAS, Fairfield, CA (CSC/TMC) 3/2015-2/2016 On site desktop /administration/ support to level III for over 300 employees on Government. aerospace contracts within Windows 7, XP, Dell, HP, Cisco environment and performing within CSC SLA. Responsibilities includes utilizing Active Directory, ARS system, RDP; BMC Remedy Help Desk, BMC ARS for SR/MAC, providing workstation support with various HW/SW installation, configuration, resolution and maintenance; support end-users after domain migration; resolution of LAN, WAN, VPN and WIFI connectivity issue up to IDF patch/switch troubleshooting; web/wireless certificate and HD encryption issues; imaging and reimaging per corporate std; data. migration, deployment and resolution research; installation and configuration of Citrix and Oracle client software; enforce CSC IT policies; asset inventory, management and maintenance; provided recommendation and phone support Customer Engineer, NCR, Oakland/East Bay, CA (Computech Corp) 9/2013 -1/2014 Provide support, installation, configuration, maintenance and repairs of NCR/IBM Point Of Sale System, PC, Printers, Self Checkouts SCO, ATM/MCX Kiosk, Debit Readers and hand held devices within Windows 7/XP. Performed within Service Level Agreement (SLA) Analyze and corrected technical problems on equipment within assigned customer accounts; perform periodic preventive maintenance routines; installs or modifications to equipment including overhauls and maintenance repair ; perform required modular swaps and unit replacements as needed. Manage customer incidents, respond to a customer call, problem identification and escalation IT Technical Analyst, Sutter Health, Oakland, CA (PCM/Sarcom) 1/2013-4/2013 Testing and validation of Epic application. Troubleshooted Epic printing, wireless connectivity, barcode readers, Zebra label printers and Fujitsu desktop scanners in a HP, Windows XP and Citrix environment. Install, configure, validated and updated additional software such as Imprivata SSO within hospital environments. Assembly and deployment of wireless computer carts and label printers IT Service Technician, Dignity Health, Stockton, CA (PFITech) 6/2012-12/2012 Provided desktop support to end-users with Windows XP Operating System and Dell hardwares within a hospital environment. Supports, installs and maintain workstation desktop and laptops, local area networks, operating systems, software, and related IT sanctioned peripherals, including troubleshooting to cisco hubs, switches. Utilized McAfee Endpoint Encryption includes BMC Remedy for ticketing, VPN configuration and some troubleshooting of Citrix applications PC Technician - Advantage Technical Resourcing, San Francisco, CA 5/2011-6/2012 San Francisco Bay Area clients includes: HP, Diebold, Price Waterhouse, Morgan Stanley – Smith Barney Provided various technical support which includes computer and peripheral de-installs, re-installs, testing, verification and Configuration on LCD monitors and HP MFP printers; ATM anti-skimming card reader installs and configuration. Field Service Technician - Smartech and Associates, Austin, TX 11/2010-1/2011 Provided San Francisco Bay Area clients break/fix and warranty support on various models of Dell Notebooks/Desktops which includes all replaceable components

On-Site Administrator - Bayer Pharmaceutical Corporations, Berkeley, CA (Modis/HP) 11/2008-6/2009 Management and administration of over 250 HP Multi- Function Printers on-site and for over 500 employees. Installation and configuration of TCP/IP, SMTP/LDAP, fax configurations, including firmware upgrades. Provided first call resolution or investigated problems and maintained replenishment of printer consumables. Utilized Web Jet Admin monitoring for device communication errors, network connectivity issues, paper jams and cartridge levels Desktop Technician - McKesson Corporation, San Francisco, CA (Pomeroy) 4/2008-8/2008 Provided desktop and phone support for over 500 end-users on Dell Inspiron and Latitudes notebooks; utilized Remedy and Norton Ghost for batch imaging; pxe boot; workstation configuration; laptop hardware replacement; software conflict troubleshooting and resolution. McAfee SafeBoot encryption and Cisco VPN client installation. Wi-Fi configuration and troubleshooting; printing and network connectivity issues; network drive and printer mappings Help Desk Associate II - Bechtel Engineering Corporation, San Francisco, CA (@Tech) 11/2007-4/2008 Provided Desktop and Help Dek phone support. Utilized Active Directory, server backup, Ghost imaging; Outlook archiving; asset management and inventory .Configured Cisco VPN for remote notebook users with Utimaco Safeguard hard drive encryption. Performed software and hardware installation, troubleshooting, configuration and resolution on Windows XP, MS Office 2007, MS Outlook, Adobe Professional, Citrix applications; network or internet connectivity diagnostics including; driver updates; startup issues; modified builds; service patch updates; performance and software conflict resolutions; Blackberry sync issues Desktop Support - Elan Pharmaceutical, South San Francisco, CA (Spherion) 10/2007-11/2007 Performed Norton Ghost imaging, configured notebooks per company builds, utilized sysprep and Desktop support for end-users Desktop Support - Good Vibration, San Francisco, CA (Manpower) 7/2007-7/2007 Provided troubleshooting and resolution of workstation including POS terminal issues at various retail store locations within Windows 2003 server as well as Mac connectivity issue as well as troubleshooting up to cisco hubs and routers. utilized Windows RDP to performed remote troubleshooting, configured Outlook client and workstations for network or internet connectivity; resolve Windows XP application error messages

IT Support Analyst - John Muir Health, Walnut Creek, CA (Mindtrust) 3/2007-5/2007 Provided Help Desk phone support for over 1,000 hospital employees, professionals and physicians on Windows 2000 platform. Managed incoming calls and utilized Remedy Magic for trouble ticket creation and resolution documentation; resolve software and hardware for end-users including web portals, intranet or internet issues, SSL connectivity issues and general inquiry Edgar Deguzman Page Three

Microcomputer Specialist I - City Of Stockton, Stockton, CA (Volt) 8/2005-2/2007 Provided Help Desk phone and field Desktop support within rotational schedule for over 1,000 city employees operating within Novell Network Operating System, IBM/AS400 and Windows 2000 platform, including Blackberries, Palm Treo issues. Diagnosed various end-user issues from hardware, software, network printing to internet/intranet connectivity issues including; virus, spyware removals; operating system performance issues and conflicts; workstation set-up; drive and printer mappings; installation, configuration and conflict resolutions for various programs and software such as Unix ViewNow, Omni forms, Adobe Professional and Standards, MS Office 2003, Novell Groupwise, IBM/AS400 applications, Tiburon, Laserfische, Diskeeper and LanMaster. Performed asset inventory; software testing and evaluation, workstation set-up, data recovery and knowledge base contribution. Utilized Heat program for trouble ticket creation, resolution documentation, triage, system tracking, including remote troubleshooting Help Desk Analyst - California State Automobile Association of America – Newark, CA (Comsys) 2/2005-7/2005 Performed first tier Help Desk phone support on application, remote users, online customer issues and various end-user hardware and software issues for over 500 CSAA employees utilizing web based Track-IT for ticket creation and resolution Customer Service - Shutterfly, Hayward, CA (National Engineering) 10/2004-2/2005 Provided customer support via phone and email regarding issues with log in, online navigation, orders using Kana Work Experience 1996-2004 - San Francisco Bay Area Associate System Administrator / Desktop Support / Help Desk Support / Consultant Tibco Software, State of California, State Bar of San Francisco, EDP Contract Services, NUMMI, DG Systems


Provided Desktop and Help Desk phone support which includes utilizing Active Directory for user management; performed network backups utilizing Arc Serve and Ultrabac; Assisted in the PC upgrade, deployment, rollouts and migration which includes client such as PG&E, State Farm, NUMMI; Installed, supported, configured and troubleshoot Outlook Express, MS Office 97, 2000, SAP and IBM AS/400 client applications; Created user account on MS Exchange with diagnosing and resolution on end-user issues on Windows NT Networking issues; utilized Norton Ghost for building master images including batch files editing at DG Systems. Troubleshoot TCP/IP and Novell IPX/SPX protocols; resolved remote Nortel connectivity issues on VPN, DSL, PPP. Monitored LH NetServer, Pro-Com CD-ROM Tower Server, Cisco Router, Cisco hubs and gateway; maintenance on Novell and WANG System. EDUCATION AND TRAINING

Masters Institute, San Jose, CA - System Administration/Database Management Program (118 Units), A.S. Western Governors University, Salt Lake City, UT - Information Technology major (104 Units) 2011-2016 B.S. Learn IT Francisco, CA 2009-2010: CompTIA Network+, Cisco CCNA ICND1, ICND2

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