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Desktop Support Field Service

San Francisco, California, United States
October 21, 2018

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Mar Anthony Billedo

** ***** **

San Francisco, California



I am an experienced and knowledgeable Information Technology professional with 14+ years of hardware and computer experience. I work well independently as well as in group setting where I am skilled at contributing to the team. I am adept at providing all facets of computer support such as troubleshooting, installations and maintenance.

Technical certifications:

CompTIA A+ certification

Active U.S . Gov. clearance

Employment History


Field Service Technician

San Francisco, California

October 2003 – Present

Provide maintenance and technical support for various computer equipment (passport printers, IBML high speed scanners and Lexmark printers)

Experience using Remedy and other ticketing systems

Maintain inventory for copy machine and printer supplies

Provide equipment recommendations to upper management to increase productivity levels within the agency

Create and modify user accounts in Active Directory

Monitor network system to prevent any issues that can adversely affect operations

Provides end-user support Services. Responds to and resolves trouble ticket assignments for desktop support within established service level agreements

Provides direct, in person support to end users for hardware and software issues

Troubleshoot hardware issues related to desktops, laptops, printers and peripherals

Researches computer issues and help provide solutions to other desktop support administrators when needed. Maintains and updates documentation for procedures used to resolve issues. Provides very detailed documentation indicating specific steps taken, including screen shots

SBC Pacific Bell

Systems Technician

San Francisco, California

April 2000 – November 2001

Provision Digital Subscriber Line at customers phone box prior to installation of DSL

Install DSL wiring from outside phone box to customers phone box

Troubleshoot and resolve voice and data cabling issues

Install and test DSL equipment and software on customers computer

SBC Advanced Solutions Inc.

Call Center Representative

Dublin, California

April 2000 – November 2001

Experience with Nortel ACD phone systems

Provided first level customer support for DSL issues

Created trouble tickets for escalation to Tier 2 Support

Used emulating software to properly determine issues with the customers DSL line remotely

Micro Computer Support Inc.

Computer Technician

San Francisco, California

December 1998 – April 2000

Assemble and customize PC and Apple computers per users request

Install computer hardware (hard drives, video card and memory)

Configure various computer peripherals on multi operating system environments

Use Ghost and other hard drive imaging software to image multiple computers

Provide delivery and setup of workstations and peripherals at customer locations


Heald College

Associates Degree

San Francisco, California

Graduated August 1998

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