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Desktop Support Customer Service

Location:
Richmond, California, United States
Posted:
October 18, 2018

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Resume:

Jetro Sepe

Address: **** ****** *****, ********, ** 94806

Telephone: 510-***-****

Email: ac7fd5@r.postjobfree.com

www.linkedin.com/in/jetsepe

OBJECTIVE

To utilize my knowledge and at the same time gain new skills as a Desktop Support and Help Desk Analyst.

HIGHLIGHTS OF QUALIFICATIONS

Experienced in mobile devices, both Android and iOS, tablet, Surface Pro, MAC, desktop and laptop computers.

Experienced in all Windows operating system; Windows 7 and Windows 10.

Extensive experience in providing and maintaining exceptional Service Level Agreement or SLA.

Extensive experience in using various IT Management ticketing systems; such as Remedy, RemedyForce, Peregrine and ServiceNow.

Have leadership experience and successfully supervised and completed with Windows migration projects, including data migration.

Knowledge and support and configuration of MAC OSX, Apple iOS and Android OS.

Experience supporting McAfee Endpoint Encryption, Bitlocker, Sophos AV and McAfee AV.

Extensive experiences with refresh upgrades, deployments and data migrations using various tools, such as Windows Easy Transfer and other 3rd party migration tools.

Experience with various admin and management tools, such as Active Directory, Azure Active Directory, SCCM/Configuration Manager, CUCM/ Cisco Call Manager, Akkadian and mRemoteNG.

Experienced in imaging using PXE/ PreBoot Execution Environment and MDT/ Microsoft Deployment Toolkit.

Extensive knowledge of Microsoft office products; such as Office 2013, Office 2010, Office 365, Skype for Business, Sharepoint, OneDrive for Business, Outlook, Word, Excel and PowerPoint.

Basic knowledge of the Salesforce CRM/ Customer Relationship Management and Cloud computing.

Experienced in resolving hardware, software and networking issues.

Experience and basic knowledge of Citrix.

Extensive experience in supporting remote end users using various toolset, such as GoToAssist, LogMeIn and Teamviewer.

Extensive experience in handling and resolving various networking issues; wired, wireless/WiFi, VPN and Mobile Hotspots.

Experience with A/V equipment, Crestron, Cisco Telepresence, Cisco IP Communicator and projectors.

Experience with Cisco VPN phones and Cisco phones.

EMPLOYMENT HISTORY

KForce/National Mortgage Insurance, Emeryville, CA, June, 2018- Present

Sr. Help Desk Analyst

Processed onboardings of new hire and employees and creation of accounts and access.

Built, repaired and maintained computers, both Lenovo laptops and desktops

Maintained an extremely high level of customer satisfaction with combination of technical skill, both remote and onsite, and exceptional customer service.

Provides technical assistance on both onsite and remote using Remedy force ticketing.

PC deployments for new hire associates.

PC recoveries from outgoing associates.

Documented some process and procedure to help bringing new members up to speed.

Data back-up and recovery.

Completed PC Refresh project for 60 people within 3 months alone that has been pending prior to me joining the team.

Created a process to repair broken SCCM clients to 20 users working remote. Currently assigned to complete more remote users that have broken SCCM clients.

Have been given another project of completing refresh/replacements of Cisco VPN phones for at least 60 remote users using Cisco Unity and Akkadian.

Directly involved with the Imaging and Infrastructure team in the successful testing and deployment of the Zero Touch Windows 10 image.

Upgraded developer’s hard drives. Partitioned, imaged, configured and installed applications, such as Altova, Java SDK and JRE, Encompass, WinSCP and many more.

Provides support to end-users using various admin tools, such as Active Directory, SCCM, Bitlocker Admin or MBAM, Adaptive Insights, SharePoint, Salesforce and many more.

Pomeroy IT Solutions/McKesson, San Francisco, CA, March, 2008- June, 2018

Lead Desk Side Technician

Responsible for turning around a new group to one of the best team in entire McKesson account.

Managing and mentoring eleven onsite technicians in meeting SLA in timely manner from different sites.

Maintenance and repair of Dell desktops & laptops.

PC deployments for new hire associates.

PC recoveries from outgoing associates.

Re-imaging desktop and notebooks.

Data back-up and recovery.

Part of the testing team for all applications and images prior to release.

Supported executive floors when the dedicated team are not available.

Provided support for A/V equipments, such as Cisco Telepresence, Crestron and projectors.

ITP Consulting/ Bank of America, Concord, CA, May, 2007- March, 2008

CRE Laptop Support Technician/ Contractor

Maintenance and repair of Dell and IBM Lenovo laptops.

Laptop rebuilt for new hire sales associates and business partners.

Re-imaging desktop and notebooks using their proprietary image software.

Data back-up and recovery.

Decision One, San Francisco, CA, July, 2006 –April, 2007

Sr. Customer Service Engineer

Maintenance of the United Airlines Easy Check-In Unit, boarding pass printers, bagtag printers, passport readers, and credit card readers.

repair laser printers (Konica-Minolta, HP & Lexmark), dot matrix printer (Okidata Microline & Epson), tag printers (Genicom) and thermal printers (Intermec 3400), Zebra printers.

Re-imaging desktop and notebooks using their proprietary image software.

helping users with all of their application issues, such as Windows, Microsoft Outlook, Novell, etc.

Network configuration both wired and wireless.

Software and hardware maintenance at the United Airlines in San Francisco Airport.

TAC Worldwide, San Francisco, CA, April, 2006 –July, 2006

PC Technician Contractor/ Field Engineer

presently contracted to take part in an ongoing project with United Airlines in San Francisco doing equipments, software and hardware support.

repair laser printers (Konica-Minolta, HP & Lexmark), dot matrix printer (Okidata Microline), tag printers (Genicom) and thermal printers (Intermec 3400).

Re-imaging desktop and notebooks using their proprietary image software.

helping users with all of their application issues, such as Windows, Microsoft Outlook, Novell, etc.

Network configuration both wired and wireless.

Software and hardware maintenance at the United Airlines in San Francisco Airport.

CBX Technology, Oakland, CA, January, 2006 – February, 2006

PC Technician Contractor

worked on a project with AC Transit doing software installation, virus removal and antivirus installation and configuration.

TEKSystems, San Francisco, CA, October, 2005 – January, 2006

PC Technician Contractor

worked on a project with USPS as an equipment surveyor.

Worked for a rollout project for IBM/Mercer, Blue Shield of California, Leap Frog and Greenpoint.

San Francisco Department of Building Inspection, San Francisco, CA, April, 2005 – June, 2005

Temporary Senior Clerk Typist

Processed and issued receipt for residential permit applications using Oracle.

Processed and logged all applications processed by researchers using Microsoft Excel.

Sterling Delivery Services, Millbrae, CA, February, 2002 – April, 2005

Part-time Administrative Assistant/ Technical Support

Sole source of desktop support.

Upgraded and migrated machines from Office 2000 to Office 2003 to utilize the latest software.

Installed firewall, antivirus and anti- spyware software for security.

Installed and configured the router on the network to increase network performance and download speeds.

Upgraded and migrated company notebooks/laptops.

Helped in payroll, clerical and office works.

Trained new dispatchers in using office equipments.

Created and maintained the company website.

installed a network printer to minimize costs and decrease need for multiple printing systems.

The Home Depot, San Rafael, CA, May, 2000 – February, 2005

Delivery Coordinator/ Inventory Management/ Cashier

Troubleshoot basic register problems.

helped other departments with their computer problems, such as monitor issues and basic network issues.

Helped in setting up new registers and computers.

Coordinated daily deliveries for customers.

In charge of the inventory, product ordering and price changes in the assigned departments.

Customer service and front-end merchandising.

Helped in training new cashiers.

EDUCATION AND TRAINING

StreetTech, San Pablo, CA, June, 2005 – December, 2005

A+ Certification Training/ Certified

Network+ Certification Training

MCDST Certification Training



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