IT/Desktop/Network Specialist

CHRISTINA M. GUERGUIS

***** ****** ********** **** *** Dana Point, CA 92624

Cell: 951-***-**** E-mail: *********.********@*****.***

OBJECTIVE

Aspiring for full-time employment with an established business, where I can utilize my knowledge & hone my skills to obtain a prosperous career by becoming an asset to my company.

EXPERIENCE

July 2015 – Present NCR Corporation Aliso Viejo, CA

Level 4 Operations Analyst lead – Full-Time 50hrs. +/week

-Review and analyze daily production system logs including Windows event logs, Idera SQL Health Logs, NImsoft, Ops Genie, and SQL generated logs, as well as notated, escalated, and resolved issues for customers utilizing the Remedy ticketing system

- Training and orienting new staff on use of hardware and software

- Consistently reading through proprietary software programming code and advising development of glitches or major bug fixes, as well as providing instruction and solution to users on how to adjust software or hardware components to run software smoothly and efficiently as well as process re-engineering

-Review and analyze daily reports including Potential Double Charges, rejected Time Out Reversals, Missed End of Days, Daily Transaction Summaries, Declined Transaction Responses, and Offline Transaction Summaries

-Managing roll-outs and deployments of updated software and devices

-Utilize alerting and reporting to analyze overall system health and make hardware and software recommendations based on findings

-Monitor incoming system e-mail alerts and alert appropriate personnel of abnormalities

- Analyze proprietary logs for Abnormalities and work with the product teams to coordinate fixes

- Assign proprietary DLLs and customer Pin Pad Screen Files

- Evaluate system's performance and advise Dev-Ops team of any inconsistencies or alerts on the network to be resolved on a global spectrum to mitigate issues that could affect customer transactions, databases, and company software and hardware

- Identify user needs globally and provided solutions by collaborating with development, engineering, DBAs, and Dev Ops

- Log and properly document all issues, follow-up, and resolution information for each assigned ticket.

- Demonstrate a consistent sense of urgency on open issues to ensure resolution.

- Ensure timely follow up to all assigned open Help Desk tickets.

- Provide assistance to other team members and other teams as required.

- Train users on PCI and EMV compliance as well as provide direction and assistance in setting up entire corporations on hardware and software for EMV compliance testing and roll out

- Frequently applying and conducting incremental code testing and deployment

- Comfortable with collaboration, open communication and reaching across functional borders

- Expert proficiency in Data management skills

October 2013 –July 2015 Griswold Industries Costa Mesa, CA

IT/Desktop/Network Specialist – Full-Time (Contract) 50hrs. +/week

Under minimal supervision, I provided:

- Support to over 476 users in a Windows 7/8/8.1 environment, not including remote support to 5 other factories located worldwide.

- Assisted in implementation of SharePoint at 5 factories company-wide

- Monitored network to ensure security and availability

- Installed and maintained network hardware and software

- Managing and checking the overall server health and functionality

- Monitoring SharePoint disk space usage through the built-in SharePoint reports for each site collection

- Managing SharePoint permissions

- Analyzing and reporting upon SharePoint usage and activity

- Moving/copying SharePoint sites

- Regularly reviewed the events and messages reported in Event Viewer and Performance Monitor

- Regularly reviewed, cleaned-up, managed and configured SharePoint accounts and sites.

- Worked closely with the network administrator in regards to load balancing & identifying and reporting governance violations for SharePoint

- Regularly analyzing SharePoint content and storage

- Monitoring SharePoint trends (e.g. site usage and growth, disk space usage and growth)

- Setting up alerts and enforcing policies

- Regularly auditing SharePoint environment

- Checking for operating system, SQL Server and SharePoint patches and cumulative updates

- Evaluated system's performance

- Identified user needs globally

- Maintained integrity on the network, server deployment and security

- Logged and properly document all issues, follow-up, and resolution information for each assigned ticket.

- Demonstrated a consistent sense of urgency on open issues to ensure resolution.

- Ensured timely follow up to all assigned open Help Desk tickets.

- Provided assistance to other team members as required.

- New user setup, not only in the Costa Mesa headquarters but also worldwide to independent agents and third party resellers located in areas like New Zealand, Singapore, Italy, Canada, etc.

- Administered, repaired, modified and replaced servers, desktop computers, printers, routers, switches, firewalls, phones, smartphones, software deployment, security updates and patches

- Consistently coached, counseled, and disciplined employees; initiating, coordinating, and enforcing systems, policies, and procedures.

- Maintained organization's effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing information technologies.

- Directed technological research by studying organization goals, strategies, practices, and user projects.

- Completed projects by coordinating resources and timetables

- Recommended information technology strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements.

- Accomplished financial objectives by forecasting requirements; analyzing variances; initiating corrective action.

- Answered and support 200+ user inquiries regarding computer software or hardware operation to resolve problems.

- Accessed software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

- Identified and learn appropriate software and hardware used and supported by the organization.

- Performed hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications, as well as post-resolution follow-ups to help requests.

- Developed help sheets, SOPs, and knowledge base articles for end users.

December 2012 – June 2013 Corporate IT Solutions Aliso Viejo, CA

Network Engineer – Full-Time (Contract) 40hrs. /week

Responded to incoming requests for:

- Retail & food service network configurations (i.e. Cisco routers, Fortinet, Juniper, SonicWALL, Baytech, etc.) as well as POS Systems

- Local/networking printing

- E-mail, connectivity, remote access, & passwords

- Repairing/replacing network hardware as necessary

- Current Windows, Apple, Android telephony & other related hardware /Devices (i.e. Cisco APs, DVRs, etc.)

- Guided project managers, owners, directors, various IT clientele, local internet & telephone Carriers technicians, and site managers/personnel through installation, configuration,

Blueprints/schematics, rollouts & upgrades.

- Participated in the On-Call rotation duties, available 24x7 to respond to emails & phone calls during the on call period

October 2011 – December 2012 Taco Bell Corporation Irvine, CA

IT Help-desk Analyst II – Full-Time (Contract) 40hrs. /week

- Utilized UNIX operating Bash commands, as well as Windows troubleshooting to resolve software application problems as well as hardware problems

- Analyzed & resolved 1st & 2nd level calls as volume dictated (40+ calls a day)

- Resolved an average of 93% of calls within first contact without escalating to 2nd level

- Diffused confrontational calls & provided exceptional customer service & assistance to Callers by resolving issues or providing incidents within the same day

- Performed remote dial-in connections to: POS systems, Back of House Computers running UNIX, Delphi, Hyper view & Texas Digital Order Displays, Satellite Routers, Ping & Polling remote devices within store networks (Putty sessions)

- Monitored the problem queue & resolved outstanding issues in several categories as well as provided assistance to other teams within the department to relieve work load

- Managed, prioritized, & executed work activities with minimal supervision to meet continuous deadlines which directly impacted field operations

- Followed up with vendors (satellite, telephone, DSL/cable, third party, etc.), consumers, & franchisees to assist with dispatching hardware/broadband issues & confirm break/fix completion.

- Contributed to the continuous improvement of IT processes, policies, & procedures by writing, clarifying, publishing, & correcting knowledge base articles on common incidents.

September 2009 – October 2011 Prime Healthcare Services Ontario, CA

I.T. Technician Lead, Helpdesk Creator & Trainer – Full-Time 40hrs/Week

- Created an entire IT Team and IT department from the ground up to support 22 hospitals with no other model or prior department to work off.

- Created all SOPs, Wikis, training manuals, training videos, training seminars, and Job interview documentation

- Administered and completed any and all technical writing needed for the helpdesk and other departments

- Provided leadership to the help desk team including coaching each other (Tribal knowledge), team-building & mentoring

- Implemented IT processes, policies & procedures, as well as "Best Practice” documents to ensure HIPAA & ITIL compliance

- Directed all purchasing, accounts payable & accounts receivable for entire IT department

- Ordered & maintained electronic/computer supplies & Inventory documentation for entire Corporate office.

EDUCATION

- Riverside Community College (1999 – 2014) Riverside, CA Automotive Technology, Multimedia, Information Systems Transferring to another college locally to complete

- Completion of ITILv3 Foundations

CERTIFICATIONS

- Landmark Forum completion

- Phone etiquette, customer interactions and resolutions certified

- Currently attaining A+, Full Stack Web Development certification & CCNA

SKILLS / LANGUAGE

- Proficient in Prodigy, Windows 95/98/NT/XP/ME/Vista/7/8(RT & PRO),8.1, 10 LINUX, UNIX, WordPerfect 6.1, Lotus Notes, QuickBooks, Peachtree, FrontPage, Meditech, Horizon Patient Folder, Digital Persona, Siemens, NetMaverick, Intuit Quickbase, Cisco CLI, Kronos, Citrix, NPM, Active Directory, LAN/WAN, TCP/IP, Cabling, Remedy, Resolve, ManageEngine, Adobe products, Cisco VPN, Verizon Wireless access manager, Blackberry software, Blackberry enterprise software, PuTTY, Anti-Virus software, Office 4.3/97/2003/2010/2011/2013/365, SharePoint, UPS Ship Manager, FedEx Ship Manager, NetSuite, Bartender v10, Keyshot, SolidWorks, Zendesk, Spiceworks, Dazzle, Endicia, Mitel, Exchange, Terminal Services, iOS, MAC OS, Kaseya, MalwareBytes, Android OS, NimSoft, Verifone, Ops Genie, Microsoft Foundation, VncViewer, Team Viewer, Cisco Jabber & Web Ex, Axure RP, INFOR, HTML, CSS, Google and Safari Dev Tools

- Fluent in Arabic, English, & Partial Spanish

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