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Desktop Support Customer Service

Location:
Mountain View, California, United States
Salary:
open
Posted:
December 10, 2018

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Resume:

Lawrence A. Swan

**** **** **** **

Fontana, CA *2336

Cell- 909-***-****

ac7xad@r.postjobfree.com

OBJECTIVE:

I am seeking a position with an organization that will benefit from my Computer and networking skills as well as my financial and customer service, Leadership expertise.

SKILLS:

Various Windows Operating Systems, Active Directory, Remedy, Lotus Notes, MS Office, Office 365, Exchange, UNIX/LINUX, FTP, Telnet and TCP/IP, LAN, WAN, PC Anywhere, Bomgar, Technical Support, Mainframe, Customer Service.

PROFESSIONAL EXPERIENCE:

Kaiser Permanente (Rose Int.), Corona, CA

March 2016 – Present

Desktop Support / Workstation PC Tech. (Senior)

•Take on lead position for designated projects and work closely with Project manager teams.

•Accepts trouble reports including such activities as: handling system installation and configuration, printer systems, fundamentals of security, installing third-party software and documentation of hardware/software logs and operating procedures.

•Direct and distribute work each day by checking queue of tickets and assigning the incidents and work order/or moves/changes to the relevant Team members. workflow analysis

•Coordinates Moves, Adds, and Changes to support complex LAN&WAN networks, including configuration, training, installation, maintenance, support and documentation of hardware/software logs and operating procedures.

•Adheres to all policies and procedures concerning all confidential information including but not limited to internal use and restricted information, including Protected Consumer Information (PCI) and Protected Health Information (PHI).

•Manage user accounts, permissions, access rights and storage allocations in accordance with best practices in local and remote offices (Active Directory)

•Trouble Shoot Issue with CISCO IP Communicator, HP Chats, KANA, CARS, KPTPX-Reflection, NICE, CISCO IP Communicator, ACI (ORCC), Ifile

•Configure Aruba router and request for DN and DID on the system (e.g., ACD, RCR CSSTI voice)

•Maintains and secures inventory of all hardware and software.

•Demonstrates professional behavior with all customers always.

•Develops a clear understanding of the customer's needs seeking information through clarifying questions. Maintains clear communications with customers regarding expectations and time Frame.

•Follows up with customers after a problem has been resolved to inform them of any action taken. Sensitive to customer's frustration and responds professionally.

•Provides second level support to resolve problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).

•Microsoft Exchange Server Deployment assistant to Office 365 migration, outlook and Skype and troubleshooting support

•Resolves moderately complex problems and provides support to others.

Environment: Windows XP, Active Directory, Lotus Notes, office365, Remedy, MS Office, Bomgar

Kaiser Permanente (Rose Int.), Corona CA

August 2013 – September 2015

Desktop Support / Workstation PC Tech.(intermedia)

•Corona Data Center and ECP deployment project

•Problem Solving and Decision Making: Analyzes problems and takes corrective action

•Provide PC/LAN configuration and deployment using Kaiser Permanente Healthcare standards and Coordinate the installation of equipment

•Provide support for Lotus Notes

•Provides quality customer support by responding promptly and effectively to all employees regarding desktop/laptop software, Wi-Fi, VPN connectivity and hardware issues

•Identifies, analyzes, and resolves hardware and software problems, conducting individualized assessments where necessary to provide the most effective and practical solution.

•Support end-users with Microsoft Office Suites

•Handle issues escalated up from lower level support team to resolve end user and/or system issues

•Travel to remote plants when directed by the IT Support Management team

•Perform troubleshooting, diagnostic, research evaluation and documentation of solutions

•Document all incoming issues and escalate to the appropriate Support teams

•Provide end-user support for installed applications in local and remote offices

Environment: Windows XP, Active Directory, Lotus Notes, Remedy, MS Office

Kaiser Permanente (IT Ascent), Fontana CA

January 2011 – January 2013

Desktop Support /Workstation PC Tech. / (Lead)

•OPPR Project – Image, configure and install applications, deploy desktops and laptops.

•Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; following procedures and policies, and applying data and resources to support projects or initiatives; collaborating with others, often cross-functionally, to solve business problems; supporting the completion of priorities, deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible; and escalating issues or risks as appropriate.

•Pursues self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers; listening, responding to, and seeking performance feedback; acknowledging strengths and weaknesses; assessing and responding to the needs of others; and adapting to and learning from change, difficulties, and feedback.

•Provides first level and basic second level support to resolve problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).

•Supports troubleshooting efforts in conjunction with customer to identify routine and moderately complex problems.

•Follows procedures for incident escalation and notification to leadership

•Escalates routine problems, as necessary, to appropriate resource (e.g., support team or vendor).

•Resolves non-complex problems and attempts to resolve complex problems.

•Follows and supports the development of standard operating procedures

•Supports tracking and documentation of details of problems, status of service requests, and resolutions.

•Supports efforts to meet key performance indicators (e.g., performance, availability, capacity).

•Supports the documentation of workarounds for problem records and changes to proactive processes.

•Reviews information (e.g., procedures, installation, configuration) related to new technology.

•Provides the knowledge repository for routine and moderately complex technical support.

•Supports the execution of disaster recovery and business continuity processes and events.

Environment: Windows XP, Active Directory, Lotus Notes, Remedy, MS Office, Bomgar

Kaiser Permanente (Pomeroy), Fontana CA

June 2010 – December 2010

Desktop Support / Workstation PC Tech. / (Lead)

•troubleshooting efforts in conjunction with customer to identify routine and moderately complex problems.

•tracking and documentation of details of problems, status of service requests, and resolutions.

•documentation of workarounds for problem records and changes to proactive processes.

•Resolves non-complex problems and attempts to resolve complex problems.

•Pursues self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers; listening, responding to, and seeking performance feedback; acknowledging strengths and weaknesses; assessing and responding to the needs of others; and adapting to and learning from change, difficulties, and feedback. Collaborate with teammates to identify process improvements

•Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; following procedures and policies, and applying data and resources to support projects or initiatives; collaborating with others, often cross-functionally, to solve business problems; supporting the completion of priorities, deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible; and escalating issues or risks as appropriate.

•Assist other technicians as needed

Environment: Windows XP, Active Directory, Lotus Notes, Remedy, MS Office, PC anywhere

Kaiser Permanente (Technisource), Fontana CA

January 2010 – June 2010

Desktop Support / Workstation PC Tech. / (Lead)

•Provide support for Lotus Notes

•Support end-users with Microsoft Office Suite

•Perform troubleshooting, diagnosis, research evaluation and documentation of solutions

•Provide user support for installed applications in local and remote offices

•Perform routine Active Directory functions

•Provide PC/LAN configuration and deployment using Kaiser Permanente Healthcare standards and Coordinate the installation of equipment.

•Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals.

•Documents, maintains, upgrades or replaces hardware and software systems

•Supports and maintains user account information including rights, security and systems groups

•Supports, monitors, tests, and troubleshoots hardware and software problems pertaining to LAN/WAN connectivity, Operating Systems, and provides end users support for all LAN-based applications.

•Recommends and schedules repairs

•Installs and configures workstations

Environment: Windows XP, Active Directory, Lotus Notes, Remedy, MS Office, PC anywhere

Kaiser Permanente (IT Ascent), Fontana CA

February 208 – February 2009

Desktop Support / Workstation PC Tech. /

•Receiving assets

•Moving equipment within and/or between facilities

•Staging equipment for build/image activity

•Interviewing clients as part of pre-deployment asset discovery

•Executing equipment replacement activity

•Updating asset management system to reflect work performed

•Monitoring daily activity, installing and maintaining PC hardware and software

•Troubleshooting network usage and computer peripherals

•Perform system backups and data recovery

•Resolve network communication problems independently

•Disk capacity monitoring and network security

•Preparing assets for disposition

•Other administrative duties

Environment: Windows XP, Active Directory, Lotus Notes, Remedy, MS Office, PC anywhere

EDUCATION:

B.A. – Administrative Office Management

Almeda University - Boise, ID

A.S. – Computer Information System and Computer Science

Chaffey College - Rancho Cucamonga, CA

PC Technical Support Specialist Certificate

Cal State - San Bernardino, CA



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