Customer Service Helpdesk Technician Engineer
Resume:
Andrew Jacob Sahagian
Silicon Valley/San Francisco Bay Area, CA
*******************@*****.***
OBJECTIVE: Provide technical support & sustainable solutions to empower others to transcend to higher aspirations.
WORK EXPERIENCE:
October 2007- IT Support Technician: Deskside / Break-Fix / Deployment / Helpdesk / Rack & Stack
Present – New York Life Invest Management, Parsippany, NJ / New York, NY
● Train new technicians on company systems, policies and procedures.
● Delegate tasks and escalate incidents to the best suited technician.
● Follow up to ensure customer satisfaction.
● Document procedures for software & hardware deployments and troubleshooting.
● Educate users on systems, hardware and applications.
● Maintain & Troubleshoot hardware, software, network, VPN, printers and operating systems.
● Image, configure, migrate profile data, and deploy new systems.
● Assist users over the phone while using Remote Assistance, VNC, GoToAssist, or WebEx.
● Perform data recovery, and restore functionality after malware, virus, and hard drive failure.
● Configure HP, Canon, Xerox, eCopy Printers & Scanners on Windows Server 2012, 2008 & 2003.
● Rack and Stack, run CAT6 RJ45 and fiber optic cables between Servers, Switches & EMC SAN.
● Maintain Remedy ticketing system with incoming support requests.
● Keep updated on developments in technology and company policies.
February 1995- Computer Technician / Business Owner – Empowering Solutions, Silicon Valley, CA
Present: ● Build, upgrade, repair, install and maintain computer systems.
● Perform system optimizations, maintenance, troubleshooting and malware (virus, etc.) removal.
● Provide consulting and tutoring on site, over the phone and via the Internet.
January 1998- Live Sound Engineer, AV & IT Tech / Assistant Youth Leader – Cornerstone A/G, Carlstadt, NJ
Present: ● Research, purchase, install, setup and operate sound, video and computer systems.
● Record, edit and produce digital audio archives and CD masters.
● Create, edit and present custom slide-show, video and audio presentations.
● Supervise youth gatherings and lead devotional studies.
July 2007 Proxy Solicitation Agent – The Altman Group, Lyndhurst, NJ
● Contact shareholders by phone, explain propositions and record votes.
● Update database with new numbers found by a directory assistance (DA) search on the Internet.
June 2004- Legal Transcriber / IT Support Technician – Phoenix Language Services, Rutherford, NJ
October 2007: ● Produce transcriptions from audio, video and digital recordings to NJ AOC (Administrative Office
of the Courts) standards.
● Scan, OCR and convert documents.
● Create solutions to enhance audibility and digitize multi-channel audio and video cassettes.
● Maintain transcriber training resources.
September 2005- Group Leader – Meadowlands YMCA, North Arlington, NJ
June 2007: ● Plan and manage children’s activities in the aftercare program.
● Represent the YMCA to prospective new registrants
August 2005- Kirby Dealer / Salesman – A & M Merchandising, North Arlington, NJ
December 2005: ● Train new recruits on the system and the business.
● Canvass door to door, demonstrate cleaning system, close sales.
● Cold-call leads and schedule demonstration appointments.
June 2000- Frozen Clerk, Dairy Clerk, Grocery Clerk – Stop & Shop Supermarket Company, Lyndhurst, NJ
June 2004: ● Responsible for ordering, reclamating, stocking, organizing, & maintaining merchandise.
September 1999- Music Director / Engineer / Disk Jockey – WFDQ Radio, FDU, Teaneck, NJ
May 2004: ● Establish organizational policies, as a member of the Executive Board.
● Build and Maintain computers for broadcasting, recording and streaming.
● Setup, maintain, purchase and train others on broadcast equipment, policies & procedures.
● Maintain networking relations with record label executives and recording artists.
● Organize inventory and screen inbound music.
● Control soundboard, take calls, present announcements, host live events.
● Represent WFDQ to the student body at events and promotional campaigns.
Andrew Jacob Sahagian – Page 2
February 2001- Audio Engineer – JLS / Synergy Recording Studio (now Jam Recording Studios), Little Falls, NJ
September 2001: ● Record, mix and master, using a Mackie D8B, Mac OS, Pro Tools and ADAT.
● Setup studio and microphones for recording sessions and live “open mic” events.
● Study the curriculum supplied by Recording Connection.
May 1994- Live Sound Engineer / Percussionist – The Hope Center (Calvary A/G), Jersey City, NJ
October1997: ● Setup and operate sound reproduction system.
● Play percussions during services.
EDUCATION:
August 2013: HDI, Desktop Support Technician (HDI-DST) Training
October 2009: Communico,The MAGIC of Customer Relations Customer Service Training
September 1999- Fairleigh Dickinson University, Teaneck & Hackensack, NJ – Psychology Major
May 2004: ● Acquired an expansive education, including Professional Skills in Hospitality, World Music,
Educational Psychology, Victimology, Pharmacology, U.S. Foreign Policy and Middle East Politics.
● Gained skills in business management, leadership, public speaking, Excel, Access, Word,
Illustrator and Internet researching.
● Member of: WFDQ Radio; Hotel Society; Experimental Theater; FDU Christian Fellowship; Explorer Post 979; and Commuter Council.
● Host the Hotel Society Alumni Dinner, and learned the workings of four country clubs.
June 2003- Pathways to a Better World Foundation, Chicago, IL; Newark, NJ; Ottawa, ON
Present: ● Graduated the Basic, Advanced and Leadership Successful Living Seminars.
● Developed personal growth, leadership skills and a support network.
May, 2005, Peak Potentials Training: Millionaire Mind Intensive, New York, NY / Secaucus, NJ
June, 2005 ● Discovered “The secret psychology of wealth”, through interactive lectures and exercises.
January 2001- Primerica Financial Services, Lyndhurst, NJ – Personal Financial Analyst:
September 2001: ● Completed the Life/Health Insurance Fundamentals Education course.
September 1989- Carole Hayes Studio, Jersey City, NJ
November 1991: ● Studied Piano.
SKILL SETS & APPLICATION EXPERIENCE:
IT Infrastructure: Windows 2012/2008 Print Server Administration, Disaster Recovery, Active Directory, Racking and mounting servers, Running fiber optic & Cat 6 cables, VPN, BMC Remedy, NAS, Cisco NAC, Altiris.
PC Technician: Virus, Malware & Rootkit removal, Data Recovery, Laptop & Desktop repairs, Laser & Inkjet printer maintenance, Symantec Ghost, Acronis, Paragon Hard Disk Manager,Windows Registry editing, BIOS configuration, Overclocking, Soldering, Multimeter testing, Online Backup, Remote Assist, VNC, GoToAssist, LogMeIn, TeamViewer, ComboFix.
Office Productivity: Type > 60 WPM, Microsoft Office 97-2007 (Word, Powerpoint, Excel, Groove, Sharepoint), Adobe (Acrobat, Illustrator, Photoshop, PageMaker), Lotus Notes (Domino), Corel Word Perfect, Open Office, Avaya, Pavlov, Blueprinting, Thumbs Plus, ABBYY FineReader (OCR), Nero Burning ROM.
End User Support: Symantec EndPoint/Anti-Virus, Symantec On-Demand Agent, Sygate Firewall, Nortel VPN, Aventail Access Manager, WinMagic SecureDoc Disk Encryption, Blackrock Aladdin, Java Runtime Environment, Oracle ODBC Connections, Microsoft SQL Server Desktop Engine (MSDE), SalesLogix, Westbrook Fortis, Serena ChangeMan, IBM Rational Software Architect (RSA)
Internet: TCP/IP & Wireless Network troubleshooting, FTP, Proxy Configurations, HTML, E-Mail, Boolean, Google, Directory Assistance, Chrome, Internet Explorer, FireFox, Opera, Newsgroups, Bit Torrent.
Operating Systems: Microsoft Windows Server 2012/2008/2003/2000/7/Seven/Vista/XP/Me/98SE/98/95/3.1/CE.Net, MS DOS, Mac OSX, OS9, IOS, Linux, Blackberry, Android, BIOS, Virtual PC.
A/V Production: Multi-track recording, Piano Compositions, encoding, Mackie D8B, Digidesign Pro Tools, Alesis Digital Audio Tape (ADAT), Adobe Audition, Audacity, Windows Live Movie Maker, VirtualDJ, Mixxx.
Transcriptions: FTR Gold/TheRecord Player, CourtSmart, NCH Express Scribe, JAVS CaseViewer, VIQ RCPlayer.
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