Help/Service Desk Supervisor and Technician

M EG AN T. TIERNEY

**** ****** ****, ******, ** *4947 • 415-***-**** • ********@*****.***

SUMMARY OF QUALIFICATIONS:

Highly motivated IT and Customer Service professional, with proven success in demanding and fast-paced environments.

Conscientious and responsible individual, who quickly absorbs and applies new technical knowledge while leading and/or

working on a team, or independently, in sync with the goals and values of the organization.

HARDWARE, OPERATING SYSTEMS AND SOFTWARE:

A irwatch Active Directory Apple I-phones and I-pads Cisco VPN

GoToAssist IssueTrak Lenovo Netbooks Microsoft Lync

ReadyDesk Service Now Microsoft Office 2000-2010 Symantec Ghost

Shoretel VOIP Phones VNC Dell/HP/Compaq Workstations, Laptops and Printers

Microsoft Windows 2000\2003\2008\XP\7 Vipre virus protection

PROFESSIONAL EXPERIENCE

FirstCal Mortgage, Petaluma, CA 6/2014-Present

H elp Desk Technician 90 Day Contract

• Assessed severity level of ticketed requests, prioritized and escalated accordingly to direct supervisor.

• Imaging and set up of workstations and laptops, set up of dual and triple monitors and docking stations.

• Provided hands on, phone support and remote assistance using GoToAssist to install or remove software,

eradicate viruses and resolve hardware issues.

• Manage inventory and update spreadsheets accurately.

• Provide excellent customer service and communication to users.

• Troubleshoot printers

• Provide documentation and assist with email setup on employees personal smart phones.

Pacific Pulmonary Services, Novato, CA 6/2007-1/2014

S ervice Desk Supervisor /Technician

S upervisor responsibilities:

• Promoted within 8 months of start date to hire, and manage all aspects of day to day operations for the staff of 5

that were on the Service Desk team.

• Responded to ticketed requests and incidents submitted to internal service desk from employee base of 800-1600

• Prioritized, distributed, escalated and assisted with tickets for the staff. The ratio was approximately 260 employees

per technician.

• Provided coaching, disciplinary action and termination procedures in conjunction with the HR Department.

• Prepared monthly reports for direct supervisors and executives regarding number of tickets completed per staff

member and, monitored SLA compliance so the goal of 95% or above for various categories of tickets were met.

• Monitored staff to verify that standard procedures as determined by corporate policies were followed and HIPAA

compliance requirements were achieved.

Technician Responsibilities:

• Assessed severity level of ticketed requests, prioritized and escalated accordingly to direct supervisor, upper

management and outside vendors if required.

• Coordinated loaner and/or replacement equipment for failed hardware and processing of break/fix with hardware

vendor

• Provided hands on and remote assistance, advanced technical support with testing, implementation, installation,

configuration, troubleshooting of new, current, or changing technology and other policy initiatives, in collaboration

with IT members, and users company wide.

• Installed and configured PCs using standardized procedures, and tools such as Ghost, and Active Directory

administration for installation and user setup.

• Participated in corporate facilities office relocation, closures, expansions and refurbishment projects.

• Configured I-phones to work with MS Exchange and Airwatch domestically and globally

• Assisted in maintaining database of all mobile devices including cell phones, air cards, laptops, netbooks, GPS

devices and Smart Phones, as well as ordering equipment and user support

• Created, maintained and terminated user accounts in Active Directory, Salesforce, MyFax, Encore Anywhere,

Microsoft Lync and proprietary dashboards.

Portal Publications, Ltd. Novato, CA

S ystems Administrator 2 /1999-4/2007

• Responsible for setup, backup, upgrades and maintenance of Dell and Compaq Windows servers, Windows

98/2000/XP desktops and laptops, AS400 servers, Macintosh computers, Axim PDA’s, Blackberries, Cell phones,

PBX phone system and network printers.

• Help desk support for local and remote users.

• Lotus Notes database administration and security

• Documentation of procedures, updated hardware inventories, purchased all hardware and software, approved

invoices, project management

• Training and supervision of PC Technicians

• Renegotiated of all telecom and IT related contracts. In one year, reduced the cost of these contracts by $40,000

• Led in house training classes for sales representatives that included Windows and Lotus Notes.

P C Support Technician 1 1/1996- 1/1999

• Created end user requirements and led in house training.

• Maintained Windows 3.1/98 desktops and laptops, Macintosh computers, Axim PDA’s, Blackberries, cell phones

and network printers.

• Help desk support for local and remote users.

• Lotus Notes database administration and security.

• Documentation of procedures, and updated hardware inventories.

• Responsible for purchasing, contract negotiation, billing approval and project management.

• Phone system maintenance and programming independently and in conjunction with vendors

• AS400 computer operator and RPG programming maintenance

Telecom/PC Specialist, AS400 Computer Operator 7/1987-10/1996

• Supported and maintained all aspects of Toshiba PBX and key telephone systems and Genesis and Vorams OS/2

based voice mail systems at main office and Hayward warehouse.

• Managed and programmed call accounting systems.

• Reviewed, maintained and negotiated vendor service and local and long distance contracts. Coordinated

installation of analog and digital facilities such as Centrex, private line, T-1 and data circuits for IT department.

• Responsible for all areas of PC support, maintenance and user training.

• Coordinated all hardware and software upgrades with IBM for the AS400.

• Performed daily operations, monthly, quarterly and year end procedures on the AS400, including backups, restores,

CL programming, job scheduling and regulation and setting up of peripheral devices such as printers, tape drives,

modems and CSU/DSUs.

R eceptionist, Customer Service Assistant 7/1985-6/1987

• Duties included filing, answering phones, research and special projects for customer service and administrative

managers. Backup for customer service representatives

EDUCATION AND TRAINING

Landmark Education – Completed the three course Curriculum for Living 2/2012

MCSE/MCSA Windows 2003 -. Exams Completed 70-292, 70- 296. Microsoft Transcript available. 3/2005

MCSE Windows 2000 - Exams Completed 70-210, 70-215, 70-216, 70-217, 70-219, 70-220, 70-222. 9/2001

College of Marin, Novato, CA 12/2000

Completed course in Windows 2000 Server, 4.0 GPA

Completed Courses in introductory and intermediate HTML, 4.0 GPA 5/2000

MCP+I, Microsoft Certified Systems Engineer Windows NT 9/1999

College of Marin, Kentfield, CA 5/1987

Completed courses in Dos, Dbase III, Lotus 1-2-3, Word Processing

State University of New York, New Paltz, NY 5/1983

B.A., Art History and Social Services

VOLUNTEER WORK

Pachamama Alliance- Awakening the Dreamer Symposium Support 2007-Present

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