Customer Service Software

Career Overview

Performed hardware and software installations and provided high-level

customer care, training, and technical

Support. Skills to lead and work in concert with diverse groups

effectively. Monitor and adjust the Performances of existing networks and

continually survey the current computer sites to determine future network

needs.

Trouble-shoot problems reported by users and by automated network

monitoring systems and make recommendations for enhancements in the

implementation of future servers and networks.

Qualifications

Operating Systems: Windows XP, Win7, Win8, 2000/2003/2008Network/Server,

VMware ESX Server maintenance Local remoter systems support.

Networks: Ethernet 802.3, TCP/IP, DHCP, DNS, WINS, ARP, FTP, Telnet,

DSL/Cable, hubs, routers (Cisco IOS), cabling, SMTP, POP3, NAT, VPN, VLAN,

RIP, Ethernet 802.11, LAN/WAN.

Software: IBM Web sphere, Web logic, Apache, Windows XP, Oracle,SQL,

SolarWinds Orion Network Performance Monitor, Microsoft Active Directory

Services, Microsoft Internet Information Services (IIS) Network Monitoring

System, Sitescope, Opsview, Tightvnc remote control, Standalone support of

Drake Software.

Work History

10/14/2013 to 05/01/2014 Desktop Support Analyst

San Francisco, CA Support Center in San Francisco RPX

Corp

Contract with Lehigh Technical Service

Install and configure new network workstations, and relocate existing

systems. Perform day-to-day operations in the PC and MAC workstation

environment, collect and distribute operations information. Use diagnostic

and analytical skills to troubleshoot PC software and hardware problems.

Provide technical support for corporate users, and Regional/District

management staff, perform training as needed. Analyze systems and users

needs, recommend and perform upgrades, scheduled and unscheduled system

maintenance. Additional responsibilities, duties, and projects as assigned.

10/01/2010 to 10/05/2013 Customer Service Technical

Specialist

San Francisco, CA Support Center in San Francisco for

Bank of America.

Contract with Pitney Bowes

Coordinate machine moves, machine removals and new machine installations.

Track machine lease expiration and/or projected end of service life dates,

as required. Manage the collection of periodic meter readings, including

review and validation. Maintain/update the TRAC Fleet Management databases.

05/2000 to 09/2009 Airport Commission of San Francisco

San Francisco, CA IS System Engineer

Problem resolution, analysis, specifications and configurations,

coordination, testing, and installation of computer/mobile device based

software, peripherals, local area networks (LAN) and other related

equipment. Provides technical training and knowledge transfer to

department personnel/colleagues.

07/97 to 05/00 City & County of San Francisco

San Francisco, CA Data Communications Specialist

Project Plan for data network management and supervise the performance of

data communication functions. Design, coordinate, evaluate and maintain

through staff and vendors, the data communication network. Develop policy

and procedures. Advisor to users and other data processing personnel in

the standards that are used in network communications. Coordinates with

vendors and departments on joint use of telecommunications facilities.

Review network services request. Review equipment specifications and needs

with sales representatives. Coordinates maintenance on systems or network

equipment with contractors. Coordinates department's efforts to acquire

hardware and software services. Meet with vendors and manufacturer

representatives to purchase new hardware, performs liaison activities

between contractor and department EDP staff, writes specifications and

prepares preliminary cost estimates for installing hardware and software.

Education

08/73 to 06/82 City College of San Francisco

San Francisco, CA Associate Science in Computer

Science

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