Customer Service Support

Desktop Support Administrator

Innovative and technically-inclined IT professional with more than 15 years

of experience and impressive track record of achievement in providing

analytical services to the IT arena, with proven expertise to effectively

provide resolution to end-user issues in a broad range of hardware and

software platforms.

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PROFESSIONAL [pic]

EXPERIENCE

Talent Space, Inc.

Windows 7 Migration Support Analyst (First Republic Bank ? San Francisco,

CA) Oct 2013-Aug 2014

. Migrate 4000 desktop and laptop computer systems to Windows 7 Enterprise

using SCCM Deployment tools including post roll-out and end user support

. Provides support and troubleshooting assistance for the installation of

software programs and applications

. Provide support and troubleshooting assistance in USMT for Users' to

recover their data

. Work with Service Desk ticketing system to ensure timely problem

resolution and documentation

. Assist Engineers with special projects and tasks as requested

Iconma, Inc.

Sr. Windows 7 Migration Support Analyst (Bank of America ? Concord, CA)

Apr 2012-Oct 2013

. Provides support for all desktop and laptop computer systems

. Provides support and troubleshooting assistance for supported software

programs and applications

. Performs user account maintenance tasks in AD

. Reset account PIN and passcodes in Connected Backup for Users' to recover

their data

. Works with Service Desk ticketing system to ensure timely problem

resolution and documentation

. Performs other duties and tasks s requested

Robert Half Technologies, Inc.

Desktop Support Administrator (Animation Mentor ? Emeryville, CA) Jan

2012-Apr 2012

. Provides support for all desktop hardware, including system installation,

moves and printer maintenance.

. Provides support and troubleshooting assistance for supported programs

. Performs user and computer account maintenance tasks

. Works with Service Desk ticketing system to ensure timely problem

resolution/documentation

. Performs other duties as requested

Staff IT, Inc.

IT Support Analyst (United Business Media ? San Francisco, CA) Sep

2011-Dec 2011

. Create, regularly maintain and provide technical expertise and support to

the organization's technology system; promptly address all technical-

related concerns to include hardware, software and network problems such

as setting up, troubleshooting and repairing of user systems

. Leverage strong technical acumen to capture and resolve technical

problems; ensure timely resolution of all technical issues by outlining

reports, tracking and monitoring them

. Installed and configured over 50 Lenovo laptop and desktop computers with

MS Windows 7 (32 & 64 Bit), and MS Office 2010

. Support Polycom A/V Conferencing LCD units, monitors, network, and other

cable connections

. Lead various technical projects and implementations

TEK Systems, Inc. (Apr 2007-Sept 2011)

Desktop Support Analyst (Littler-Mendelson, LLC ? San Francisco, CA)

Jul 2011-Sept 2011

. Lead the development, updating, and deactivation of user and computer

accounts in Active Directory as well as in BlackBerry Administration

Service 5.0 accounts

. Migrate User data and files from Windows XP laptop and desktop computers

to their replacement Windows 7 laptop or desktop computers

. Render high level of assistance to users with issues in accessing File

Site and Worksite and MacPac databases

. Identify and resolve users' concerns within SLA guidelines

. Utilize RSA Service Console to activate, facilitate, and issue tokens for

keyfobs and iPhone/Blackberry devices

Desktop Support Analyst (SuccessFactors, Inc. ? San Mateo, CA) May

2008-Jun 2011

. Designed, implemented, and eliminated User BlackBerry accounts to

deactivate wipe devices

. Installed and configured more than 100 Apple laptop and desktop computers

with Mac OS X 10.5 and 10.6

. Installed and configured MS Windows 7 (32 & 64 Bit), and MS Office 2010

on over 100 HP and Lenovo laptop and desktop computers

. Migrate User data and files from Windows XP laptop and desktop computers

to their replacement Windows 7 laptop or desktop computers

. Provide assistance to effectively install and configure encryption

application of more than 300 systems

. Provide assistance to effectively support Polycom A/V Conferencing LCD

monitors, network, and other cable connections

. Performed purchasing and inventory management of hardware and software as

well as asset tracking of computer equipment and mobile devices

. Contacted AT&T, Sprint, and Verizon Customer Service to order devices for

new employees, transfer accounts, or replace and troubleshoot defective

units

. Efficiently applied Norton Ghost images to arrange and configure laptop

and desktop computers for new employees or improve and migrate new and

existing computers

Desktop Support Analyst (Williams-Sonoma ? San Francisco, CA) Apr

2007-May 2008

. Effectively handled phone calls from more than 1500 users at four sites

within San Francisco area

. Design tickets in remedy ticketing system prior to diagnosis of the

problem

. Worked collaboratively with Desktop Support Team at Williams Sonoma,

while replacing outdated Apple G4 and IBM computers and laptops

. Conducted troubleshooting of LANDesk, Remote access and control using

SMS.2

. Aided more than 1000 users in Windows environment across the United

States as well as international sites

. Participated in the transitioning of Mac G4 laptop and desktop computers

from Mac OS 10.3.9 and MS Office 2001 with Outlook 2001 to Mac OS 10.4.10

and MS Office 2004 with Entourage 2004

Movie Gallery, Inc.

Senior Customer Service Associate (Dover, DE) May 2004-Feb 2007

. Assumed the roles of the Manager on Duty during the absence of the store

manager.

. Regularly organized and completed daily cash register counts, and arrange

the bank deposits after closing the store

. Implemented the maintenance of HP laser printers or efficiently change

the hardware

. Managed the replacement of hardware and configure OS in computer

workplaces, as necessary

Info Systems, Inc.

Desktop Support Analyst (Beebe Medical Center ? Lewes, DE) Oct 2004-Feb

2005

. Rendered assistance in maintaining hardware systems, to include desktop

and laptop, Dell, HP and Compaq PCs as well as the deployment of new

hardware, software, and application systems

. Maintained MS Windows 2000, Office 2000, Outlook 2000 desktop software

and multi-tier client/server-based Hospital/Patient Information Systems

applications, as well as Exchange, POP and IMAIL services

. Executed user account maintenance through generating and removing user

Ids as well as profiles by means of Microsoft SMS or Active Directory

. Effectively changed fusers, rollers, and transfer kits on the HP LaserJet

4000/8000 series printers

. Provided assistance to users in Outlook Personal Storage Files

development and maintenance on the Exchange Servers or local drives

EDUCATION [pic]

Bachelor of Science in Psychology with concentration in Applied

Behavior ? Kaplan University - Online

Associate of Science in Computer Engineering ? Delaware Technical &

Community College, Dover, DE

Coursework in Biology ? Syracuse University, Syracuse, NY

Coursework in Psychology ? Lehman College, Bronx, NY

PROFESSIONAL TRAINING [pic]

Certificate, Windows 2000 Support and Implementation Level II -07/1999

Apple Certified Support Professional - Snow Leopard 10.6, 07/2011

TECHNICAL ACUMEN [pic]

. Software: Microsoft Office Suite, Microsoft Windows OS, SCCM, Norton

Ghost; Mac OS X; VMware, Heat/CASDM, Remedy/Track-It, Symantec/McAfee AV,

Active Directory, BES/BAS 4/5, LogMeIn/LANDesk, Helpstream/Parature, VPN,

Adobe Acrobat, FileSite/WorkSite, MacPac, RSA Service Console, McAfee

EMM, Connected Backup

. Hardware: IBM/HP Client/Server, BlackBerry/Palm PDA, HP Laser Printers,

Wireless Routers/WAP, Laptop/Desktop Workstation, Backup Tape/Disc,

FireWire Drive, LAN Hub/Switch, Polycom A/V Systems, SecurID

Keyfob/Tokens, iPhone/iPad Android[pic]

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