Sign in

Customer Service Software

Vallejo, CA
November 17, 2018

Contact this candidate


Accomplished and Dedicated Network Administrator who possesses a thorough knowledge of computer hardware and software applications. Skilled problem-solver able to communicate with users at all levels of technical proficiency. Troubleshoot, resolve and document user help requests for desktop, laptop, mobile, network and peripheral problems.

Career enhancements

Client Service Support

Excellent Customer Service

Technical Troubleshooting

End User Training

Application Development

System Upgrades

Relationship Management

Virus Detection/Removal

Technical & User Documentation

Onsite/Remote Support

Network Administration

Career Overview

Jr. Network Administrator: CrossCountry Mortgage – Walnut Creek, CA

2016 - 2018

Manage email accounts through Office 365 Admin

Configure & maintain VPN connectivity and the management of firewalls across a WAN/LAN environment.

Monitor infrastructure to ensure high availability through the application proactive management principles.

Troubleshoot end user, server and network related problems to ensure accurate and efficient issue resolution.

Install, configure and maintain workstations, file servers, network cabling, and other related equipment, devices and systems; adds or upgrades and configures disk drives, printers and related equipment.

Educate and assist helpdesk technicians on escalated issues to promote growth within the organization.

Technical Support Specialist II: CrossCountry Mortgage – Walnut Creek, CA

2016 - 2018

Provided technical support for all company employees via a ticketing system, inbound phone calls, email and in person for all company systems and software; Assist Tier 1 Support Technicians with elevated technical.

Coordinated with team members and other service support groups to effectively resolve incidents and requests.

Created technical documentation, system documentation, "how to" guides, and self-help references.

Tracked tasks, activities, and time spent within the ticketing system.

Made continual improvements to procedures and documentation; Create and manage computer images.

Assisted employees with the setup of fixed and ad hoc meeting, training, and presentation work spaces and usage of collaboration and presentation tools.

Conducted employee training sessions on application usage, security best practices, and technology items.

IT Field Technician: Coldwell Banker Real Estate – Concord, CA

2002 - 2016

Provided installation, configuration and maintenance of particular equipment to ensure customer satisfaction.

Monitor and maintain local area networks; Exchange and POP email configuration on iPhone/Android phones.

Installed and troubleshot hardware, software and networking problems.

Coordinated with multiple vendors, departments and field staff to identify technical requirements.

Setup and configured Windows operating systems; resolved IT related issues in a timely manner and implemented enterprise project deliverables at a basic to intermediate technical level.

Diagnosed and resolved network connectivity and software application problems.

Early Career

Prudential California Realty – Field Technician – 2001 - 2001


Diablo Valley College – Pleasant Hill, CA – General Studies in Computer Science

Technical Training: Hardware - PC desktops and laptops, HP and Kyocera network printers, iPhone/Android phones, Cisco Meraki Firewall/Switch/AP’s. Software - MS Office and 365, Cisco VPN, McAfee and Trend Virus Scan. Operating Systems - Windows XP/7/8/10 Mac OS X


Will Be Furnished Upon Request

Contact this candidate