Technical Support Customer

Stephen Schrock

Stephen

**** ****** ***** ***** #** Riverside, CA 92507 Phone: 951-***-**** Email: *********@*****.***

IT Technical Support Professional

Analytical troubleshooter offering more than 20 years experience in solving organizational IT problems with effective

technical solutions; proven ability in optimizing performance of workstations, peripherals, operating systems, networks,

systems hardware, software installations, configuration, and preventative maintenance.

Professional Strengths

Troubleshooting & Repairs Wireless Router Installations Desktop PCs and Printers

Infrastructure Stability Active Directory/VMware Networking Systems

System/Data Migrations Graphic Design and Production Remote Assistance

Technical Design & Support Quality/Capacity Assurance Connectivity Issues

Microsoft Operating Systems System Installations Analytical Problem Solving

Technical Proficiencies

Adobe Dreamweaver CS6 Photoshop CS6 PHP MyAdmin Wamp Server ZendMySQL Editra NotePad++

Windows 3.1, 95, 98, 2000, XP, NT 4, Vista, 7

HTML 101-103, 301 CSS Desktops PCs POS Systems A+ Precision Optiplex Dimension Latitude Inspiron

Table ID Oasis Epac NewWave Helpstar

Professional Work Experience

IT Technical Support, Sycuan Resort and Casino, El Cajon, CA 2005

to 2014

Provided support for software applications: MS operating systems and MS Office Suite as needed

Installed, configured, and provided user support for PCs and peripheral equipment including software installations

and upgrades; performed basic troubleshooting to determine the root cause

Replaced and reconfigured existing computers or other equipment as needed; PC replacements, memory upgrades,

hard drive installations, and replacement of printer parts

IT Subcontractor, BancTec, San Diego, CA

2001 to 2005

Provided training and support to end users on a variety of issues related to MS OS Systems and Dell equipment

Researched and resolved software related issues; tested software to determine the type of problem

Worked remotely and in-person to meet customer needs and maintain customer satisfaction

Performed preventative maintenance on all technology-based equipment

Customer Support Representative, Xerox, San Diego, CA – 5 Years

Planned and delivered technical support services, including troubleshooting, installations, removals, moves,

systems knowledge assistance, and training in response to customer requirements

Resolved software and hardware problems; provided one on one system/software applications training

Evaluated job delays, system malfunctions, and performed database maintenance, program debugging,

documentation, programming, and modifications

Stephen Schrock

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Professional Development

Web Development Professional Achievement Award, University of California, Riverside

Certification for Beginning and Intermediate NT Networking, United Education Institute, San Diego, CA

WebTechU, Internet, Website Creation and Deployment

Developer Certification HTML 4.01

CompTia A+ Certification

Microsoft Certification, Implementing and Supporting Windows NT Workstation 4.0

ROP Certificate, Graphic Design and Production

Dell Certifications

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