Norman Chidiak

** ** ***** ******, ** *****

973-***-****

ac7jnm@r.postjobfree.com

PROFILE

Highly skilled and dedicated Information Technology Professional with over 15 years of comprehensive experience and a broad array of skill-sets:

Installing, Configuring, and Supporting Networks • IT Help Desk • All Windows OS Platforms XP/7/8/10 • MAC • Client Relations •Desktop PC Support • PC Imaging with Acronis, Dell Kbox, Ghost and other software • Build outs • TCP/IP • DHCP • Exchange • SBS • Active Directory/Group Policy • DNS • VPN • Remote Access • Citrix • Bomgar • Remedy • Anti-Virus • H/W and S/W Installs • DOS • Mid-range systems • SharePoint • Terminals • VMware Supervisory experience • Wiring/Cabling • Firewalls • Android / iPhone • iPad • SharePoint • Field Support, Troubleshooting, Training and Traveling to other office sites as needed.

Walker & Dunlop. Irvine, CA 2/2015 – Present

Technical Support

Provide technical support troubleshoot HW/SW issues offices to our end-users around US remotely via phone, web, and email and other support channels as required.

Research, diagnose, troubleshoot and identify solutions to resolve end user issues related to application use and configuration. Participate in bi-weekly support team meetings.

Follow up with employees provide feedback and see problems through resolution to ensure IT related issues are not reoccurring.

Set up new equipment and relocate existing equipment for internal and external employees as well as work on MAC, iPad and iPhone with imaging, installation and configuration.

Take collected elevated issues from our technical support team members and discuss with management.

Document and elevate software issues to our internal system administration support engineers as needed, providing detail description of problems along with steps taken to analyze the problem.

Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents.

Reimage and stage new systems with kBox for OS7 and Windows 10 for new end users.

Also Quarterly offsite visits to other parts of the US (Seattle, Denver, Walnut Creek, San Diego, Phoenix, Dallas and Bethesda to perform manual cleanup, recycle hardware and software updates as needed

EXPERIENCE

Kofax Inc. Irvine, CA 2/2014 - 2/2015

Technical Support Engineer

Take ownership of customer issues and see problems through to resolution and provide enterprise level technical support to our customers via phone, web, and email and other support channels as required.

Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use, design and configuration. Participate in regular support team meetings.

Provide prompt and accurate feedback to customers.

Effectively communicate complex technical issues to a broad range of customers and departments within Kofax, such as product management, software engineering, sales, and quality assurance.

Mentor and provided advice to Associate Tech Support Engineers and other Tech Support Engineers as needed.

Take issues elevated from Associate Technical Support Engineers as needed and directed by management.

Elevate customer issues to senior support engineers as needed, providing detail description of problems along with steps taken to analyze the problem.

Elevate hot fix requests to support managers for processing based on approved protocol.

Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents.

Prepare test systems for replication of user issues.

Doing short term contracts since Mid-December with Tristaff Consulting and California Coast Credit Union

CHMB INC. Escondido, CA 10/2012 – 12/2013

IT Help Desktop II, Customer Support, Field Technician

Manage incoming employee and client requests (email, phone and in person) to resolve problems associated with the support of desktop hardware, software, third party applications, installations and desktop network connectivity.

Create new users in Active Directory as well as for new clients to access databases

Weekly and Monthly - Server Maintenance, Auditing, Backups, Software updates and scheduled reboots

Offsite visit to client sites to address software-hardware replace, build and address issues

Manage user setup for LAN, and Exchange mailboxes.

Document, Track and Monitor problem resolution ensuring timely resolution and clear communication with end user in addition to CRM and Knowledge Base.

Provide after-hours end user support, Dell order notebooks, computers, peripherals and software.

Provide onsite facility training, troubleshooting as well as maintenance as necessary.

PC hardware knowledge; strong diagnostic skills in software – Microsoft Office 2003 thru 2013 (Word, Excel, Visio, Project, Access, Power Point, Outlook) and QuickBooks 2013

Migrated Windows XP to Windows 7 using software and or replace systems as well as network printers

Software/Hardware troubleshooting with MAC OS and IPADS and IPhones

Strong customer service phone skills, strong interpersonal communication skills.

TOPCON MEDICAL SYSTEMS INC, Paramus, NJ 8/2007- 8/2012

Desktop Support\Customer Support Specialist, Field Technician

Install medical software via phone and remote access as well as assist troubleshooting configuring medical equipment to work properly.

Strong knowledge on numerous electrical medical devices and phone/remote configuration of components

Intake of calls varies from 20 to 30 calls daily as well as handling onsite requests and returns.

Document technical problems, error messages, troubleshooting steps, and action plans

Contribute to Technical Knowledge Base by documenting technical problems and solutions

Proprietary Medical / Third Party Hardware, Software Support and Field Support/Troubleshooting and Training

Worked on notebooks and PC installing, configuring, automating, and managing Windows, Office, and

Office 2010 product suites and Active Directory (Adding end users and adding them to the Domain and mapping Network printers

Working with new, existing customers and dealer calls on supporting them with software and medical equipment questions.

EDUCATION

Certification Degree Dover Business College, Paramus, NJ

Business Computer Programming, A+ Certified, Networking + Fundamentals and SQL

Network Security Structure Understanding Anatomy of TCP-IP

Bachelor’s Degree, Jersey City University, Jersey City, NJ Graduated

Criminal Justice – Minor Business Administration

Associates Degree, Passaic County Community College, Paterson, NJ Graduated

Criminal Justice

TECHNICAL SKILLS

Operating Systems: Current with all Windows OS Platforms, Enterprise; Experience with Operating System Migration / Deployment installation, configuration and automation via PXE; Server: MS Windows Server/ 2008, .NET and IIS 6.0 & 7.0, and Web Services

as well as ongoing yearly training with latest technology’s

Back Office/Services: MS Script It-Windows Scripting-NAL-VERITAS, NetBackup-Arcserve-HP/Compaq Insight Manager-Remedy -Terminal Server-Performance Monitor-Nortel VPN

Remote Applications: Bomgar, Symantec, pcAnywhere-Ghost-Remedy-LapLink-Gotomeeting-GotoAssist-Join.me, Desktop Central, RDP and Windows Remote Assistance, WebEx

Languages

Fluent speaking, reading and writing in Spanish

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