Customer Service Support

Daniel K. Brannan

San Francisco, CA * 559-***-**** * *********@*****.***

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PROFESSIONAL SUMMARY

Job Skills:

• Help-Desk and PC Technician Experience.

• Hardware and Software Phone Support.

• Excellent Customer Service Skills.

• Strong Phone Etiquette.

• Strong Organizational Skills.

• Solid work ethic.

TECHNICAL EXPERIENCE

Software/Databases: MS Office 2003/2007/2010, MS Word, MS Excel, MS

PowerPoint, MS Outlook, Compaq Servers, AS-400

Management, HP Server, Microsoft Visio, File Server

Win2003, Domain Servers, MS Office Suite, Lotus Notes,

MAC OS 10.1-10.8 MS Windows 2000/2003/2008 server,

Applications, Finance Servers, Active Directory

Operating Systems: MS Windows 2000/XP operating systems, Win 7 Pro, Win

XP Pro, OS X operating systems

Hardware: Printer, RJ45 CAT5e Cables, KVM Switch, CISCO Switch,

HP Desktops, Monitors, Keyboards, iOS-PC Phone Support,

Troubleshooting Peripherals, Hard Drives, Memory, Network

Interface Cards, DVD-RW, Docking Stations, Troubleshoots

PC & MAC Hardware

Networking: TCP/IP, Network Equipment, Remote support, Technical

Support, Workstations, PC MAC Help-Desk, VOIP Phone

Support, Notebooks, Ticketing, Storage, SAN, Webmail,

FTP, VPN

CERTIFICATIONS

CompTia A+

additional training

Diploma from Sierra Valley Business College

Training for Mac Support

Training for MCITP Windows 7

Training for MCDST Windows 7

Daniel K. Brannan

San Francisco, CA * 559-***-**** * *********@*****.***

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PROFESSIONAL EXPERIENCE

Randstad USA, Woburn, MA Feb 2014 –

Present

Client: Accenture / Stanford Hospital, Palo Alto, CA

Field Services Tech III

(Contract)

• Provide technical support to customers with laptop or desktop computers,

network or desktop printers and video conference devices.

• Provide hands on as well as remote technical support via telephone or remote access.

• Perform installation, repair and maintenance of PCs and related software/hardware.

• Troubleshoot and expeditiously resolve hardware and software issues and identify root cause of

problems when related to desktop PCs minimizing disruption to the users.

• Provide second level support on issues escalated from the Service Desk.

• Work closely with the Service Desk to provide seamless customer support.

• Work closely with infrastructure and application teams to ensure timely delivery of service.

• Demonstrate initiative and maintain a high degree of professional conduct at all times.

• Perform complex tasks and participate in complex cross-area/functions and activities.

• Provided training for new hires and assisted with setup of new Admin accounts

• Lead group of IT team in project roll outs of PCs, imaging, software setups

Insight Global, San Francisco, CA Jan 2014 –

Feb 2014 Client: John Muir Health, Walnut Creek, CA

Deployment Consultant

(Contract)

• Organize & Deploy thousands of computers in a timely

fashion

• Leading / training other teams on processes in a Hospital

environment

• Deploy in a LIVE Hospital / Patient care environment

• Maintain an error free deployment schedule

• Supervise & assist other consultants accordingly

ROBERT HALF TECHNOLOGY, San Francisco,

CA Feb 2013 – Dec 2013

Client: Wells Fargo – International Group, San

Francisco, CA

PC / LAN Analyst 4

(Contract)

• Data Security issues and solutions

Daniel K. Brannan

San Francisco, CA * 559-***-**** * *********@*****.***

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• Supporting computer users in a trader support enterprise

• Demonstrating knowledge of Wells Fargo practices

• Led Intl team when leadership was needed

• Given Win7 update project to complete by end of year -Successful

• Symantec Ghost & hard drive imaging processes

• Trained multiple employees on daily job functions

• Working knowledge of Smart Phones and mobile devices – (Blackberry, iOS, etc)

• Hardware knowledge of Lenovo, Dell, and / or HP desktops and laptops

• Ability to differentiate between a client-side (desktop issue) versus a server-side

issue

• Familiar with some trading applications, Bloomberg, Eikon

Bear Data Solutions, San Francisco, CA Jan

2013

Client: Triage Consulting, San Francisco, CA

(Contract)

• Laptop imaging

• Active Directory user creation

• Bitlocker encryption

• Create certificates for Smartcard Logon using Aladdin eTokens

• Setup machines for new hires

• Laptop rotation and transfer data

ROBERT HALF TECHNOLOGY, San Francisco,

CA Oct 2012 – Dec 2012

Client: EHealth Insurance, San Francisco, CA

Desktop Support

(Contract)

• Experience replacing or troubleshooting peripherals such as, hard drives, memory,

network interface cards, DVD-RW, and docking stations

• Must be able to troubleshoot network connectivity issues down to the desktop level.

• Business Application troubleshooting skills

• Understand Tier-II Escalation Points (e.g., backup/restore requests go to the Storage

Team, port activation/configuration requests go to the Network team, etc.)

• Ability to differentiate between a client-side (desktop issue) versus a server-side

issue

Daniel K. Brannan

San Francisco, CA * 559-***-**** * *********@*****.***

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• Knowledge of Standard IT Terminology – Exchange, Storage, SAN, Webmail, FTP,

VPN

Technologies: Troubleshooting Peripherals, Hard Drives, Memory, Network

Interface Cards, DVD-RW, Docking Stations, Storage, SAN, Webmail, FTP, VPN

TEKSYSTEMS SAN FRANCISCO, South San

Francisco, CA Jun 2012-Aug 2012

Client: City of South San Francisco (Contract),

South San Francisco, CA

Desktop Support Technician

(Contracted position changed to Internship)

• Provide PC Help-Desk phone support for end-users

• Troubleshoot and maintain systems spread across the city

• Utilizes information recorded in the Help Desk ticketing system to manage

• Experience with technical hardware and software issues

• Provide hands on support

• Support a robust Microsoft based network running Windows XP and Windows 7

• Supports iPhones, iPads, and Android devices

• Experienced with multiple critical depts., i.e. Police dept, Fire dept

Technologies: Desktop Support Technician, Ticketing, Windows XP, Windows 7

PINNACLE PAYROLL SOLUTIONS, Monterey, CA

May 2011 – Jun 2012

IT Support Specialist (Relocated to San Francisco)

(FTE)

• Monitors and resolves cases using our CRM solution

• Configures and installs time and attendance systems

• Troubleshoot and maintain time & attendance systems

• Jr. system administration, reset passwords, configure users

• Transfers reports to 3rd parties utilizing encryption and SFTP

• Monitors payroll processing queue for errors

• Occasional travel on site to our local customers

Technologies: Reports, SFTP, Payroll Processing

WEST MARINE, Watsonville, CA Mar 2011 –

May 2011

Technical Support Representative

(FTE)

• Assisting client infrastructure which includes networks, workstations and networks

remotely with the help of our assistance application

• Working on emailed and phone assistance requests

Daniel K. Brannan

San Francisco, CA * 559-***-**** * *********@*****.***

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• Interface with 3rd party technical support to resolve issues

• Phone support to clients to resolve software or hardware problems

• First point of contact for help desk activities regarding IT issues

Technologies: Technical Support, Networks, workstations

NATURE’S PRODUCTS INC, Santa Cruz, CA Jul

2010 – Mar 2011

Helpdesk Support Analyst

(FTE)

• Supporting customers on company supported computer applications and platforms

• Responsible to respond requests for Desktop Support and all technical assistance in

person in Santa Cruz, via phone for New York and Florida locations

• Support users remotely when in office or across the US

• Experience with technical hardware and software issues

• Research questions using available information resources

• Migrate server data and organize appropriately

• Follow standard help desk procedures; log all help desk interactions

• Identify and escalate situations requiring urgent attention

• rack and route problems and requests and document resolutions

• Experience supporting Win 7 Pro, Win XP Pro, and OS X operating systems

Technologies: Win 7 Pro, Win XP Pro, OS X operating systems

COMFORCE TECHNICAL STAFFING, Irvine, CA

Nov 2009 – Jul 2010

Client: Salinas Valley Memorial Hospital, Salinas,

CA

PC Support Technician (Hiring freeze)

(Contract)

• Troubleshoots PC hardware, software and peripheral technical issues

• Analyzes microcomputer hardware and software configurations, performs system

diagnostics

• Performs preventative maintenance of microcomputer systems and peripherals

• Analyzes, reviews, monitors, and reports on the performance of existing and future

data systems and applications

• Assists with various asset control and tracking duties. Ensures that all surplus PC

storage devices are processed in accordance with HIPAA and SVMH established

procedures

• Utilizes information recorded in the Help Desk ticketing system to manage and

process assigned tickets. Completely updates and closes tasks after completion of

each service request. Creates new tickets as needed or directed

• Maintains updates and creates all Help Desk and Technical Services group policies

under the direction and guidance of the Technical Services Manager

Daniel K. Brannan

San Francisco, CA * 559-***-**** * *********@*****.***

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• Updated software that requires documentation and network mappings

• Used Ghost Server images to rollout images on numerous machines

• Responsible for assets that are deployed with asset manager

Technologies: Troubleshoots PC Hardware, HIPAA, SVMH Established

Procedures, Help Desk, Technical Services

ASCENT SERVICES GROUP, Walnut Creek, CA

May 2006 – Nov 2009

Client: Kaiser Permanente, Fresno, CA

PC LAN Administrator, Mobile Device Engineer

(Contract)

• Completed project with ZERO Infrastructure errors

• First out of 15 Kaiser hospitals to successfully support Go-Live w/o incidents

• Provides Level 1 and Level 2 Desktop support.

• Led team of 4 that built and deployed carts

• Field Service needs include PC configuration, installation, asset tracking,

• Provide hands on support for building and deploying wireless PC carts including

handling minor triage issues with basic troubleshooting and escalating all other

issues to Level 3 support

• Responsibilities include assembly and configuration of the following (PC, monitor,

keyboard, mouse, bar code scanner, etc.)

• Support a robust Microsoft based network running NT/2000 and Exchange. Server,

PC, MAC and Laptop expertise needed to perform the duties of this position.

• Assist with purchase orders for hardware and software procurement & other

administrative duties

• Install and maintain network hardware and software

• Troubleshoot network usage and computer peripherals

• Install new applications for new users

• Supported issues with Kaiser Software ‘Health Connect’ from phone and at several

different locations

• Installed other Kaiser Software specific to medical departments

• Sole support for Fresno Area Kaiser IT Helpdesk after 5PM

• Provide PC Help-Desk phone support for end-users

• Used Tivoli Remote Software to support Kaiser PCs / Notebooks using TCP/IP

addressing

• Swapped new HP desktops, monitors, keyboards and mice for old Dell desktops

• Assisted in managing over 1500 desktops, printers and over 500 notebooks

• Experience with remote access, Tivoli & client workstation support

• Experience with IT Field Services tools

• Knowledgeable and the ability to support MS Windows 2000 and XP operating

systems

• Knowledgeable in supporting MS Office Suite and Lotus Notes

Daniel K. Brannan

San Francisco, CA * 559-***-**** * *********@*****.***

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• Basic network troubleshooting skills and understanding TCP/IP

• Network printer configuration and troubleshooting skills

• Knowledgeable in Active Directory services

• Strong customer service, written and verbal communication, documentation, and

telephone skills

• Understanding fundamental mainframe application support

• Support Mobile PDA devices including Pocket PC and Blackberry PDAs

• Knowledgeable in Windows 2000 and 2003 server operating system

• Knowledgeable in Backup Exec in both back-up and restoring client data on file

servers.

• Experience using Remedy ticketing system.

• Knowledge of Kaiser Systems

• Kept Kaiser desktop Inventory, Depot, and Asset Management

• Experience with basic troubleshooting of KP Health Connect applications and

printing issues

• Cable management for wiring closets

• Able to meet/complete established goals and tasks with minimal supervision

• Provide PC Help-Desk phone support for end-users

• Supported issues with Kaiser software ‘Health Connect’ from phone and at several

different locations

• Installed other Kaiser software specific to medical departments

• Swapped new HP desktops, monitors, keyboards and mice for old Dell desktops

• Transferred user information, network information, and provided location information

tracking.

• Leading Help Desk Stats in NCAL service Area

• Finished PC Rollout Project ahead of any other Kaiser in NCAL

Technologies: PC Help-Desk Phone Support, Notebooks, TCP/IP, Desktops,

Printers, MS Windows 2000/XP operating systems, MS Office Suite, Lotus Notes,

Troubleshooting, Active Directory, MS Windows 2000/2003 server

STRONGTOWER FINANCIAL, Fresno, CA Jun

2008 – Jan 2009

Information Systems Administrator (Downsized Company due to economy crash)

(FTE)

• Managed tape backups for Exchange, applications, finance servers

• Supported users with ‘SysAid’ Helpdesk software

• Assisted in supporting software ‘RTC’ and ‘Salesforce’

• Organized multiple network strategies

• Created Ghost Server Tasks and distributed images for new users

• Assisted in managing inventories of computer equipment

• Supported Blackberry and multiple PDA types software

• Assisted in managing HP printer toner inventory

Daniel K. Brannan

San Francisco, CA * 559-***-**** * *********@*****.***

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• Organized and maintained Active Directory user and security groups

• Responds to the needs and questions of network users concerning their access to

resources on the network and the operation of various software programs

• Monitor network and servers to proactively deal with any issues as they are

identified

• Perform system backups according to prescribe schedule

• Refers network hardware problems to IT Director for correction

• Installs or assists service personnel in installation of hardware and peripheral

components such as monitors, keyboards, printers, and disk drives

• Coordinated the upgrading of existing Office 2003 software to Office 2007

• Assist in the development and implementation of any new information technology

systems or the upgrade of existing infrastructure

• Continuously works to be aware of new or emerging technologies that have the

potential to benefit the company bringing them to the attention of the IT Director

• Assist in the preparation of draft forward planning documents including budgets and

future development plans for submission to the executive

• Assist in the preparation and maintenance of user training materials

• Assists in the training of users on software and equipment usage

• Communicates and enforces standards for use, operations, and security of network,

personal computers, and data

• Assists as required with work relating to company websites

• Assists in the supervision and guidance of all IT related contractors used by the

company

• Loads specified software packages such as operating systems, word processing, or

spreadsheet programs into computer

• Assigns and maintains user login and passwords

• Reviews Network / Server daily logs and reports to detect recurring slowdowns or

errors

• Consults with software and hardware vendors and other establishment workers to

solve problems impeding computer processing

• Meets with users to determine quality of service and identify needs

• Establishes and maintains network users, user environment, directories, and

security.

• Installs and maintains local area network hardware and software, including servers,

peripherals, network nodes, terminals, and wiring

• Monitors and maintains network stability

• Communicates and coordinates network schedule, backups, and downtime to users

• Prepares and maintains documentation of network configurations and cabling

layouts

• Installs, upgrades, and configures network printing, directory structures, rights,

security, software and files services

• Assists in the setup and maintenance of company audio visual equipment

Daniel K. Brannan

San Francisco, CA * 559-***-**** * *********@*****.***

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Technologies: Applications, Finance Servers, Active Directory, MS Office

2003/2007

ALORICA INC (FTE), Clovis, CA Jan 2005 – Feb

2007

Technical Support Agent III(better opportunity with Kaiser)

• Provided excellent PC phone support service

• Handled tier-3 support calls for Dlink Business products

• Supported software managing customers network equipment w/o remote support

• Handled PC Tech support when lower-level support was unable

• Supervised over both Senior Level Help-Desk agents and JR.level Help-Desk

agents

Technologies: PC Phone Support, Network equipment, Remote support,

Technical Support

Contact this candidate