Technical Support Customer Service

ULYSIS SANTOS GASTILO

Emails: *********@*****.***; *************@*****.***; ******.*******@*******.*** (Skype ID)

Home Address: *** ****** ***., *** *********, CA 94112

Home # 415-***-**** Cell # 415-***-****

TECHNICAL SKILLS SUMMARY

A+, Network+, Security+ CompTIA Certifications

Apple MacOS 10.X, Panther, Tiger, Snow Leopard, Lion, Mountain Lion, Mavericks, Yosemite – Mac OSX Tools, KeyChain

Mobile Devices -Apps installation/support: PDAs, Palm, Blackberry, iPad, iPhones, SmartPhones, Android

IBM/Lenovo, Dell, HP, Sony, HP, Toshiba, Fujitsu, Samsung, Apple, Acer Laptops/Desktops Service & Repair

Windows Server 2003/2008/2012, Active Directory, Admin GPO/DNS. Windows Server NT/2000- Admin.

Windows 7, Windows 8 – Data Migration, Imaging, Deployment.

Windows - 2000, Windows XP, Windows Vista, 7, 8, 10 – Support Security +, Firewall, Data Protection

Office 2003/2007/2010/2013/365 Suite & Tools – Word, Excel, Outlook Access, PowerPoint

OSI, Apps Layer Protocol – BGP, DHCP, DNS – Ipv4 & IPv6 concepts

Outlook, Microsoft Exchange 2000/2003/2007/2010/2013,Zimbra, Eudora, Lotus Notes Emails

MS SharePoint 2007/2010/2012, NotePad++,

Imaging and Deployment using Microsoft SCCM 2007-2012, UDI-ZTI, SQL, Exchange Server, IIS

Symantec/Norton Ghost – Imaging Casper Suite deployment/endpoint support Virus, threats, hackers – removal, Norton Internet Endpoint Security McAfee Internet Security – SaaS AVG Internet Security

RemoteAccess/VPN/VoIP/Telecom, VPN, WebEx, Skype, LogMeIn, GoToMyPC – Remote Admin

Troubleshoot maintenance all brands of printers, copiers, plotters- Xerox, Canon, Ricoh, HP

Visual Basic 6, 2008, 2010; Perl, JavaScript, Python, Scripting, Windows PowerShell Scripting, Unix/Linux Scripting, AppleScript

HP, Canon, Xerox, Ricoh, Brother & Epson Printer Service Certification

Data and Internet Security TLS, SSL, Kerberos, HTTPS, FTP

Databases-MS Access, Oracle Database, MySQL, MS Excel (Pivot Table, Formulas, VLookup/HLookup)

Remedy Ticketing, Service Now, NetSuite, Oracle, MySQL,, Numara Footprints, MS Access

VMware Products-Fusion, Workstation

SAP ERP Business software powered by SAP HANA

Networking TCP/IP, DHCP

Google Chrome, Google Apps – Cloud, Business, Education

Cloud Computing- Virtualization

IBM, Dell, HP ProLiant Server setup

Cabling-RJ11, RJ45, DSL, Cable, T1-T3, Fiber, Dial-Up

Cisco Routers Switches Setup, Cisco IP VoIP Phones

Routers – Sonic Wall, Cisco, Barracuda

Enterprise Application Admin

UNIX, Linux – Ubuntu, Red Hat, Fedora – support, scripting

Wi-Fi 802.1x Network, Configure Security Settings

Software Debugging QA Testing

Adobe Products Fonts, Dreamweaver -Illustrator, InDesign, Acrobat, Photoshop

AutoCAD AutoDesk– Installation, Testing

ITIL v.3 &ITSM – Strategy & Concepts

Citrix Products-XenApp, XenDesktop

Customer Service Relations

PROFESSIONAL EXPERIENCE

Auxilio, Inc./Sutter Health - California Pacific Medical Center, San Francisco, CA Sep 2015 - Dec 2015

Printer Technician/Desktop support

Troubleshoot level 1 to level 3 all printer, scanner, copier and network related issues - HP, Xerox, Ricoh, Canon, Brother Canon, Dell

Supported Apple computers connection issues especially installing printer drivers

Veterans Affairs Medical Center, San Francisco, CA Jan 2015 – Aug 2015

PBX Support/Desktop Support (Short Term Contract)

Imaged new HP, Lenovo & Dell desktops and laptops with Windows 7, its drivers and applications using SCCM sand deployed them with new Cisco IP/VoIP phones via active IP through existing network to users

Created new users, authentications, their profiles and group policies in Active Directory.

Troubleshoot network connections with assigned and available network port, VLAN, IP Address and Voice setting.

Replaced and updated to new model of Cisco switches.

Gino Morena Enterprises, Inc., South San Francisco, CA Sep 2014– Dec 2014

IT Systems Admin, Application, Desktop Support (Short Term Contract)

Supported and maintained Active Directory in Windows Server 2008-2012 users and computers.

Installed and configured Therefore document scanning software on all workstations within the LAN via DCOM.

Troubleshoot Microsoft Suite 2010, 2013 – Outlook, Word, Excel, PowerPoint, Adobe Applications.

Upgraded/Updated - Windows 7 to SP1 & SP2 on all 60 PCs and Mac computers to be compatible

Exelixis, Inc., South San Francisco, CA Jan 2014 – Aug 2014

Desktop/Helpdesk Support (Short Term Contract)

Supported users on desktops, laptops, Apple computers, printers and network related problems in Windows 7 Deployment.

Imaged new and reclaimed PCs using SCCM, Matrix42 imaging software, Empirum and configured templates for all users

Troubleshoot all users’ hardware and application issues using Numara FootPrints ticketing software.

Installed and configured applications such as Adobe, Microsoft office, Visio, SharePoint Articulate, Enterprise Connect/Livelink, and Clinical applications – OpenCDISC, Epic

Organized/categorized storage area for easy access such as hardware, computer equipment

Sutter Health – California Pacific Medical Center, San Francisco CA Jul 2013 – Dec 2013

Desktop Support Technician (Short Term Contract)

Imaged and rolled out more than 5000 PCs – Windows 7 HP laptops & desktops – Using SCCM - UDI

Deployed imaged PCs and Laptops and provided& trained end users technical support – hardware & software– setting up/connecting equipment such as Barcode, One-touch login, Authentication, Login to Secured Servers, HP Printers, scanners, label printers, cable management, Ergotron workstation on wheels, battery support

Application – MS Office 2007 – Word, Excel, Outlook, PowerPoint, Visio, SharePoint, drivers and testing Epic

Medical database software Network support – renaming/adding computer to the network

Microsoft Server Active Directory, mapping network printers to computers, groups

GoPro.com, Half Moon Bay, CA Dec 2012 – Feb 2013

Technical Support

End Users’ support for MS Windows PC, Apple Mac OS X, Linux Android and Mobile platforms

Troubleshoot customer’s issues on setup, update, and usage GoPro cameras in NetSuite database via email

Provided/resolved simple and complicated issues relating to camera’s connection to PC and Mac computers.

Millennium Technical Services, San Francisco, CA Dec 1999 - Nov 2012

IT Systems Analyst/Network Administrator/Lead PC Technician/Technical Support

Provided technical support for IBM and Windows based desktops and laptops running MS-DOS, Windows 98, ME, 2000/2003 Server, Windows XP Professional and Windows Vista, Windows 7, Windows 8, Linux operating systems, Unix FreeBSD or with multiple OS.

Experienced in configuring and troubleshooting all PCs hardware, all printers and routers.

Troubleshoot hardware and software problems in all IBM, Dell, Sony, HP/Compaq, Gateway, Fujitsu, Samsung, Toshiba, Asus Apple iBook, PowerBook, G3, G4, G5 MacBooks laptops including AC/DC jack soldering, LCD display, iPhones, Smartphones, Blackberries and other hardware.

Experienced in setup, maintenance, troubleshooting, and training of Point-of-Sale (POS) to retail store.

Supported a variety of software applications such as Microsoft Outlook, Outlook Express, Mail, Lotus Notes, Palm, PDAs, Blackberry, HotSync, Microsoft Office, Corel WordPerfect, Symantec PCAnywhere, VNC, VPN, Remote Access, Norton Ghost, Norton Anti-virus & Firewall security applications, McAfee Antivirus & Firewall security applications, Trend Micro PC-Cillin Internet Security application, Systech hub NativeCom & Port Server utility, Skype, Webcam Teleconferencing, RetailPro

Resolved all trouble tickets daily including troubleshooting application failures, repairing corrupt files, installing new applications, hardware installations, and diagnosing hardware failures.

Virus detections and removals, adware and spyware removals, edit and remove entries in Windows registry and system files.

Tracked, maintained and documented jobs using Service Repair database, Remedy database.

Experienced in troubleshooting HP printers – LaserJet, Color LaserJet, Inkjet, Office Jet, Plotters, Fax machines and other brands of printers such as Epson, Lexmark, Canon, Xerox-Tektronix printer

EDUCATION

City College, San Francisco, CA – Courses in Computer Science

Feati University, Manila, Philippines -BS in Civil Engineering, Geodetic Engineering, Major in Computer Science & Mathematics

University of the Philippines, Manila, Philippines - BS in Civil Engineering

Philippine Military Academy, Baguio City, Philippines – Bachelor in Science/Military Cadet

University of Santo Tomas, Manila, Philippines – BS in Civil Engineering

Pateros Catholic School, Pateros, Philippines – High School Diploma

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