Customer Service Sales

R o b ert G i esse l

**** *. ******* ***. ***. * Orange, CA 92868 714-***-**** *************@*****.***

D e s k To p S u p p o r t / N e t w o r k A d m i n i s t r a t i o n

Delivers practical ROI for small and mid-sized companies.

Expertise at providing hardware, software, and network competencies, utilizing strong customer service

skills and patient demeanor and steadfast approach to solving problems. Depth of experience ensuring

the health of end users’ IT assets and their consistent availability and uptime. Enthusiastic team member

able to constantly change priorities.

Core Strengths in:

End-User Training & Support Disaster Recovery Planning Network Design & Configuration

Email Services Administration System Backups & Restores LAN/WAN Networks

Client/Server Architecture VPN Installation & Performance Monitoring &

Configuration Tuning

Technology Profile

CompTIA A+, MCSE, MCSA, MCP

Certifications:

Windows 9X/NT/2000/XP/2K3/Vista/7/2K8, Novell NetWare, Mac OS

Systems:

Active Directory, DHCP, DNS, RDP, TS, Exchange, SharePoint, TCP/IP

Remedy, Peregrine, Kaseya, Connect wise PSA, Meditech, AllScritps, Clientele, Hyena

CRM:

Symantec, McAfee, Trend Micro, Norton, AVG, Kaspersky, Manual Removal

Antivirus:

MS Office 97 - 2007 Word/Excel/Power Point/Outlook/Access/Visio, Java, Adobe, PDF, Etc.

Software:

MS Remote Assistance/Net meeting, WebEx, Gotomypc, PC Anywhere, Logmein, VNC

Remote:

Cisco, Linksys, Net gear, Sonic Wall, Switches, ICF, Spam Filters, Patch Management

Network:

HP/Xerox/Cannon Printers, Copiers, Scanners

Peripherals:

Windows Backup, Symantec, VERITAS, ARC serve, Double Image O

Backups:

Raid, Data Recovery, Image Builds, VMware, Part Replacement, Hirens, Acronis, Ghost

Special Skills:

Professional Experience

Network Administrator, Alteryx,Inc Orange, CA 2010-2012

Performed onsite and remote desktop and IT Administration for Corporate Headquarters and remotes for

several IT projects.

Inventoried and rolled out new Dell Latitude laptops for Windows 7 platform in addition to

supporting 2K8 and 2K3 server environments.

Performed backup rotation and new server migration supporting Hyper-V.

Installed and migrated new AV server to support against growing virus threats.

Assisted in setup of several company events including national sales meetings and Inspire.

INFORMATION TECHNOLOGY CONTRACT POSITIONS 2009–2010

Network Administrator, Innovative Dialysis, Long Beach, CA (3 month contract)

Brought in as a consultant to provide full coverage for Senior Network Administrator. Managed Microsoft

based network infrastructure for nationwide facilities, including Guam.

Led helpdesk staff after shift to 24/7 environment while concurrently assuming primary

contact responsibility for level 3 support. Established customer service guidelines and trained

new staff, ensuring that each ticket was quickly resolved.

Member of 2 person team to deliver a secure and stable environment by migrating single

exchange server to 2K7 server, with 7 databases and storage groups. Built server from the

ground up, self- learning new skills as needed to get the job done.

Reduced implementation time for workstation upgrades from 3 hours to 30 minutes by utilizing

image build and cloning expertise to upgrade all workstation. Developed a plan for quarterly

Imaging of all servers.

R o b ert G i esse l

714-***-**** *************@*****.***

Desktop Support, Dysis Corporation (St. Jude Medical), Fullerton, CA (4 month contract)

Provided onsite and remote desktop level 2 support for medical offices and citywide facilities during office

migration, including user support, custom builds, and computer maintenance and repair.

Deeply involved with first ever roll out of laptop encryption project; delivered in complete

compliance with HIPAA, thoroughly tested, and seamlessly implemented.

Went above and beyond to resolve a complex problem with video player that had delayed a

physician’s review of critical patient records.

Setup new medical offices and exam rooms with WYSE thin clients, Citrix and Dell Hardware.

Desktop Support Level II, Pomeroy IT Solutions (Yum, Inc.), Irvine, CA (3 month contract)

Supported corporate and remote end users during office migration by thoroughly troubleshooting desktop

problems, escalating server and security tickets to appropriate departments for resolution.

Member of 4 person team to seamlessly transition enterprise laptop environment to IBM (Lenovo).

Participated in all aspects of migration, including encryption, image builds, and computer

configurations.

Installed infrastructure in new building and became designated trainer on printer installations.

Consistently scored above 90% on all tickets, exceeding issue-resolution targets and achieving

exemplary customer satisfaction scores.

IT Technician III, Orange County Computer, Lake Forest, CA 2008–2009

Served as first point of contact for residential and small businesses, providing remote and onsite support for

a variety of technical issues including server, batch files, Active Directory, workstations, workgroups,

printers, scanners, phones, and software.

• Installed, configured, and tested new systems, including server deployments, sonic walls, and

workstations within multiple domain topologies. Designed and built new workstations to fit client’s

computing needs.

• Researched, deployed and tested new technologies within the IT Team environment.

Implementation Expert, General Electric (Security Division), Irvine, CA 2007–2008

Conducted product implementation training on security database software in a classroom setting, enhancing

course material as needed to align with student needs. Through Web-based seminars, instructed on use of

database and how to implement software.

IT Professional, Corporate Computer Services, Laguna Hills, CA 2006–2007

Performed onsite and remote support for client accounts. Part of team to implement project rollouts of

servers, hardware, software and configuration changes. Executed proactive maintenance on servers,

workstations, and networks to insure reliability of production systems.

Received a letter of accommodation from an end user for applying exemplary customer service.

Initiated ideas for very practical solutions to ongoing problems that consistently produced

revenue. Recommendations included:

o Move to a more cost effective offsite backup storage company that saved monthly fees.

o Change to a fiber optic channel between site locations that significantly increased

performance.

Network Administrator, Alpha and Omega Computer and Network Services 2005–2006

Huntington Beach, CA

Ensured all client account systems were secure from known vulnerabilities, addressing server and

workstation problems or escalating to onsite technicians to expedite resolution.

Executed proactive maintenance on servers, workstations, and networks and performed daily

backups to insure reliability and availability of production systems.

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R o b ert G i esse l

714-***-**** *************@*****.***

Created support documentation procedures and assisted in the development of sales literature and

website content.

Built virtual test environment on Windows 2003 Enterprise Server running VMware for all versions

of 2003, 2000, XP, 9x workstations and servers.

Help Desk Technician, Long Beach Acceptance Corporation, Orange, CA 2003–2005

Fielded local and remote customer support calls to troubleshoot end user IT trouble tickets involving

multiple software and hardware issues. Responsive to high priority problem calls, interfacing with a variety

of clients.

Education

Computer Education Institute, Lake Forest, CA GPA:4.0

Certified in Computer Hardware and Network Technologies, 2003 – Received 5 awards for perfect GPA

Saddleback College district, Mission Viejo/Irvine, CA

Associate of Arts Degree, 2002

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