Rancho Cucamonga, CA 91730
To obtain a position in a professional environment where my hardware and software technology experience and skills can be utilized.
04/08 - Present Marshall & Swift Los Angeles, CA
Desktop Support Analyst II
Lead desktop technician on team of 4 techs that provide support of hardware, software, local and network printers to 100 local users and total of 700 users across 4 office sites, along with blackberry enterprise support.
Assigned to personally support Sr. Vice President of IT Operations and CEO of company that are located remotely.
Work with vendors for computers, peripherals, and printing consumables for purchasing.
Travel to Texas Office for call center on-site desktop support on a rotation basis.
Create and manage all user, temp, service, and contractor accounts as well as desktop and laptop computers in Active Directory.
Manage all security system badges for users in Los Angeles office in S2 system.
Create ghost images for all hardware models of desktops and laptops for CDW vendor to use for new purchases.
Maintain spare and upgrade equipment for all sites, deploy to other techs when needed.
Manage Right Fax user’s and group extension for electronic faxing, set up user training and document knowledge base in IT Sharepoint site.
Document all IT procedures for desktop support related knowledge bases in IT Sharepoint.
Create and manage user accounts and groups for project time tracking for MS Project Server.
Assist System Administrators with changing of weekly backup tapes and provide secured box to Iron Mountain weekly.
Use TrackIt work order ticketing system, create user accounts and resolve all issues assigned by the helpdesk.
Create vendor quotes, process them via Oracle financial system for purchasing and receive items in Oracle for vendor payment.
Image/Re-image desktops/laptops for users within several business units such as developers, sales and marketing, data asset group, and executive managers, while configuring the different program application used by each.
Experienced in supporting Windows NT/2000/XP/Vista/7, Sever 2000/2003/2008, MS Office 97/2000/XP/2003/7, Acrobat 6-9 Standard and Pro, Cisco VPN Client, Active Directory, Blackberry Enterprise Manger, Right Fax Client, and others.
Assist manager with yearly performance peer reviews, as well as quarterly reviews for bonuses.
Provide training to helpdesk/network operation center technicians on tier I support prior to escalation to tier II and III.
Document resolution of commonly experienced problems for others to access via Sharepoint site.
08/07 – 02/08 Community Medical Group of Riverside Riverside, CA
Standard day to day support of hardware, software, local and network printers to users.
Support Practice Management Database on AIX server running Unix.
Assist with support of Sonic Wall Custom URL list.
Create and Maintain user accounts and profiles within Microsoft Active Directory.
Support all Misys Product Management and EMR application on server; also create/modify all user accounts and rights within application.
Install/Configure Misys application on all computers, support all aspects of the application to end users.
Assist with support of DHCP using Meta IP Application to manage all DHCP settings.
Configure wireless access for all laptop users, assign and document end users with static addresses.
Document and maintain Knowledge Base documentation regarding installation procedures, software support, and configuration of day to day support.
Create/Configure Outlook mailboxes on outside vendor server; configure Outlook on end users computer after creating account.
06/07 – 08/07 ModisIT Glendale, CA
Desktop Support Engineer – Pomona Valley Hospital Medical Center
Troubleshoot, log and resolve work order cases from helpdesk using Track it system.
Work with team of 5 desktop support engineers to provide Tier III support to 900 Windows XP/Windows 2000 users in the medical field.
Use Altiris to image desktop/laptop computers and install additional applications.
Coordinate with Email Systems Analyst to migrate groups of users from Lotus Notes to Microsoft Outlook.
Configure Outlook settings for users after migration is complete and run after scripts to transfer personal contacts and archives from Lotus Notes to Outlook.
Standard day to day support of hardware, software, local and network printers to users.
05/05 – 06/07 Teksystems Newport Beach, CA
Microcomputer Support Analyst – Capital Group Companies
Work with team of 5 support analysts to provide Tier III support to 800 Windows XP desktop/laptop users regarding software and hardware related issues via person to person or remotely using Net support.
Image, install, and configure hardware for new hires and end of warranty replacements to users.
Work with Remedy for assignment of cases provided by helpdesk to resolve applications, peripheral, voice and printer related issues.
Work with the following programs for deployment and installation of software applications: Altiris, Tivoli, MIST, Pickapps, and manual package installations.
Provide voice support such as: create and configure Rolm extensions via PBX system using ProComm Plus software. Punch down wiring from voice block to floor locations in Server/Switch Room. Install Rolm phones to locations with printed faceplates and configure wired/wireless headsets for users. Add/Modify Aspect System for recorded phone lines; maintain changes to recorded channels on Dictaphone Server. Keep updated documentation for Aspect and Rolm extensions.
Maintain accurate and up to date asset inventory of all hardware by using palm handheld to scan and upload to BarScan system software.
Create/Modify user accounts in Console One for Novell, grant appropriate group rights according to department needs. Add and configure Lotus notes id file for Lotus notes email system and Sametime instant messaging.
Configure Secure ID set up of Cisco VPN client for traveling laptop users. Install and configure Cisco VOIP thin client to laptops for commuter user.
Provide training to other contractors regarding support role and responsibilities through meetings, conference calls and presentations.
Overall provided great costumer service in a support role and learn new techniques through conference calls and meeting presentations regarding different systems.
Currently attended GLB Training regarding sensitive customer information procedures and responsibilities for banking systems.
Technician -- Home Depot
Work with team of 5 technicians to provide 1st and 2nd Tier Helpdesk support for the West Coast Division Center which consists of local users and remote laptop users.
Open, resolve, or escalate helpdesk tickets using Vantive.
Use Ghost imaging to image laptops for users, configure applications, and transfer data from old hard drive to new image with the goal of 24 hour turn around to return laptops to users located remotely.
Provide support to EXPO Design call center consisting of 120 desktop users regarding faxing, scanning, printing, hardware, and software issues.
Participate in bi-weekly video conference meetings with 4 other support divisions along with corporate division to analyze helpdesk issues or concerns regarding Vantive tickets.
Technician -- Cingular
Assist with imaging of 200 desktops and laptops with ghost image for retail stores.
Stage and configure POS equipment for all retail stores in Southern California.
Deliver POS equipment to all retail stores, set up and configure equipment.
Support retail stores with any issue regarding POS equipment and newly imaged computers.
11/04 – 04/05 Volt Services – Avanade Contract Torrance, CA
Part of team which consists of 8 technicians assigned to the a contract project which requires deployment of Windows XP package with standard applications by one team and onsite support/assistance to local IT department after deployment to log/resolve/report any and all issues encountered by users.
Deployment consists of: Capture image of users personal information and settings, install image of Windows XP using ghost image via network server as an upgrade to current computer or replace system if replacement is required, manually install additional department applications if needed.
Support consists of: Onsite support for 3 days after deployment to assist users with any problems encountered by users such as: Local printers, Personal Address Book for Outlook 2003, additional applications not part of the initial package, personal settings, or other technical support required.
Create daily report of issues from users during the support process in order for programmers to rewrite or update imaging package.
06/00 – 05/04 Russ Reid Company – Marketing Agency Pasadena, CA
Provide network support to 200 local users and 25 remote users located in Washington DC and Toronto with all hardware, software, network, printers/peripherals, or server related problems.
Support for the following programs: GroupWise 5.x-6.x, Citrix-Metaframe, ACT 6.0, Novell Client 4.x-6.x, MS Office Suites (97, 2000, XP), MS Project, Adobe Acrobat 4.x-6.x, Advantage.
Support for the following computer systems and printers: Compaq Servers-upgrade + migrate data to Dell Blade Servers, Dell optiplex desktops Windows (95,98,NT4.0,2000 Professional, XP Professional), Dell Latitude Laptops C-series, LC-series, L-Series, and latest D-series, Hewlett-Packard Laser jets (III, 5si/nx,8000, 8150), DeskJet & Inkjets, Xerox DocuCentres (425,470,480) with LAN/FAX capabilities.
Helpdesk responsibilities – answer calls, troubleshoot with user, set-up ticket, and resolve ticket, close ticket. Provide information of recurring issues during weekly status meetings among Network and Information Services Department and monthly meetings regarding new technologies to increase network stability.
Assist Network Administrator with backup and migration of data from old servers to new servers while upgrading operating system from Windows NT 4.0 to Windows 2000 Server.
Research and solve several server related projects delegated from Network Administrator.
Manage and update inventory documentation of leased desktops and laptops by backing up users data, kill disking old system, installing and setting up new system with all backed up data for users using Norton Ghost, upon expiration of lease.
Oversee set up and manage synchronization and maintenance of ACT Database between local and remote servers.
Assisted with set up of Symantec Anti-virus Server – to monitor and maintain up to date virus definitions to all servers and workstations locally and remotely.
Assisted with set up & installation of Video Conference equipment using ISDN lines. Establish proper connection to clients via video conference for Executive board meetings.
03/98 – 09/99 Sutton Place Hotel – Hospitality Newport Beach, CA
Sales and Marketing Administrator
Assist director of sales and marketing along with 5 sales representatives with all administrative responsibilities.
Write, fax, and file room contracts for corporate clients while providing excellent customer service.
Coordinate travel schedule and client meetings for sales representatives.
08/07 – Present Chaffey College Rancho Cucamonga, CA
Currently enrolled in order to finish general studies for Associates Degree and transfer to University to acquire Bachelor’s Degree.
Planning to acquire A.S. in Computer Science with a B.S. Computer Engineering.
11/04 NAT – Partners in Training Atlanta, GA
Attend two week boot camp, conducted by Microsoft for current professionals to learn and update certifications.
Online/Home training to follow boot camp to prepare for certification exams.
Current Certifications: MCP Windows 2000 certified, working on additional certifications to acquire MCSA.
12/00 – 09/01 Computer Education Institute Pomona, CA
Acquired Certifications: Microsoft Certified Professional - Server, A+ Tech, Certified cable and wiring.