Hardware/Software Support Professional

…with extensive experience providing solutions to end users and management, where reliable PC hardware/software support and network client administration are essential ingredients in the smooth function of daily business has a successful history promoting and building an IT service, resulting in enhanced business productivity and greater efficiency and profitability.

TECHNICAL EXPERTISE

HARDWARE- IBM-PC, Building, configuring, upgrading and troubleshooting PC platforms, IMAC,

Mac Servers and workstations; including Windows, Macintosh and Novell topologies.

SOFTWARE- Operating Systems: Windows XP, 7, 8, 10, Linux, Mac OSX10.10; VMWare, VBox, Fusion.

Networks: Windows Server 2003, 2008, 2012; Novell NetWare 4.11.

Network Admin.: SCCM, Active Directory 2008, Exchange 2003; router, firewall and VPN.

Database: SQL Query language, Crystal Reports, ODBC, links and troubleshooting.

Office Suites: All versions of MS Office to date, Corel Office, Open Office.

Antivirus: McAfee, Malwarebytes, Trend, Symantec NAV, Computer Associates.

Call Center: Cisco Agent Desktop, IP Communicator; Verint Impact 360, Forecasting and Scheduling, Desktop & Process Analytics WFM.

Call Ticket logs: Servicenow, HEAT, Applix, Vantive, Remedy, and McAfee Helpdesk.

Moble Devices iPad, iPhone, MacBook Pro, Android tablet and phone; Myfi wireless hub.

Training/Certs CompTIA A+, N+

HP HP Accredited Platform Specialist - Desktops, Workstations, Notebooks, ProLiant Servers

Lenovo Bench testing and repair of all internal components.

Dell WPD Certified Technician - Desktop PCs, Work Stations, Servers, Laptops and Laserjet printers.

McAfee Antivirus security software, malware appliances, Foundstone

EXPERIENCE SUMMARY

REALOGY/COLDWELL BANKER, Sacramento, CA April to June 2015

System Administrator/ DESKTOP SUPPORT TECHNICIAN (Insight Global)

Maintain and support Sacramento/Tahoe Real Estate offices’ networks and peripheral infrastructure.

Configure devices and install software used by Agents and support staff, both standard company equipment and a great variety of BYOD Agent owned platforms.

Troubleshoot software problems and hardware configuration conflicts for increased productivity.

SUTTER HEALTHCARE, Roseville, CA November 2014 to February 2015

Electronic Records Deployment SUPPORT TECHNICIAN (Randstad)

Deploy new equipment required for Hospital conversion to electronic charting system - EPIC.

Install and configure many hundreds of PCs, laptops, scanners and other peripherals in offices, nurse stations and patient rooms.

Provide GoLive support at Roseville Hospital, troubleshooting problems and helping doctors, nurses and other personnel to transition from paper records to the EPIC System in the largest conversion project of its kind to date.

VISION SERVICE PLAN, Rancho Cordova, CA September to November 2014

DESKTOP SUPPORT TECHNICIAN (CompuCom)

Continue to provide support to clients while training and documenting procedures for transition to contractor support for VSP.

VISION SERVICE PLAN, Global Technology Services, Rancho Cordova, CA February 2008 to September 2014

DESKTOP SUPPORT TECHNICIAN –

Support call center agents and supervisors with research, call center and tracking software. Support Telecommuters laptops and applications remotely.

Diagnosed connectivity issues and used Active Directory to modify user accounts, SCCM/SMS to push application updates, patches and Domain lockouts.

Use numerous monitoring and testing tools to support call center agents and supervisors with research, call center and tracking software; Support Telecommuters laptops and applications remotely.

Part of a 15 member team supporting 2500 employees, onsite and telecommuting, totaling nearly 5000 worldwide.

Personally responsible for supporting an entire building of close to 700 Customer Service Agents, their Supervisors and Workforce Management personnel.

Responsible for 5 Customer Service Training Rooms, make changes according to class requirements.

Support internal café Manager’s POS computer system for pricing and internal reporting.

Analyze program errors and diagnose application conflicts using diagnostic tools, event logs and forensic utilities to isolate and correct faults.

Respond to service tickets for requests and outages; build systems for new deployment and upgrades of IBM Lenovo business laptops, HP Compaq workstations.

Install image and role-based applications and configurations via SMS.

Enable vendor equipment and presentations through conference room audio/visual media for meetings and training sessions.

Acted as Release Coordinator in company-wide HEAT version upgrade push, and deployment and next day support for ~700 Customer Service desktops to Windows 7.

Configured ~75 laptops and trained new telecommuters how to use the new equipment.

Built 22 Laptops by hand in the French language. Sent the equipment to our Paris office and provided remote support.

WESTERN BLUE CORPORATION, Sacramento, CA November 2007 to January 2008

SYSTEMS ENGINEER - Managed Services (2007-2008)

Perform preliminary network assessments on prospective client systems in order to identify and document their need for managed services products for WB sales agents. HELPDESK COORDINATOR April 2005 to November 2007

Deliver hardware support services for all client systems sold to State and Local Government in California by Western Blue (>20,000). Provide quarterly analysis and reports to WB managers and client supervisors. Administer HP AWDP and ASDP partner programs for WB.

WASHINGTON MUTUAL, Stockton, CA July 2003 to January 2004

DEPLOYMENT SPECIALIST (Siemens), Upgrade PC equipment - company wide.

County of Sacramento DHHS-MIS, Sacramento, CA April 2001 to April 2003

PC TECHNICAL SPECIALIST (SAPPHIRE TECHNOLOGY) – Maintain the desktop and software service support for 185 users and over 300 devices in the Adult Services Building in Sacramento. This involves troubleshooting, updating, re-imaging and deploying systems and peripherals for social workers, clerical and administrative staff

EL DORADO COUNTY – TREASURER/TAX COLLECTOR, Placerville, CA June to August 2000

INFORMATION TECHNOLOGY DEPARTMENT SPECIALIST, Provide solutions for office hardware and software problems as needed in a blended Novell/Windows network.

California Independent Service Operator (ISO), Folsom, CA January to May 2000

HELPDESK ANALYST (KENDA) – Provide helpdesk support & NT network support and administration on LAN/WAN for 700+ users. Setup and delete user accounts on the Exchange Server and create new mailboxes and establish permissions in Outlook.

Lowes HIW, Folsom, CA Customer Service Associate, Hardware/Tools July 2004 to present

EDUCATION / TRAINING

Exam Force, Sacramento, CA Microsoft Desktop Support Technician MCDST Course

American River College, Sacramento, CA Algorithm Design/Problem Solving; CompTIA A+, N+

New Horizons Computer Learning Center, Walnut Creek, CA: Novell CNE Track Courses

University of Texas of the Permian Basin, Odessa, TX Graduate work in Geology

California State University, Chico, CA Bachelor’s Degree in Geology

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