Microsoft Office Desktop Support
Resume:
JOSE TAPIA
Las Vegas, NV. 89148
323-***-**** Mobile
********@*******.***
OBJECTIVE: Seeking a position in a company where I will be able to utilize my skills and Knowledge as a Systems/Desktop Support Analyst. Desire a position that will provide room for growth, responsibility and challenge
EDUCATION
Integrated Digital Technology, Corp., Pasadena
Microsoft Certified Systems Engineer – 11/00 Classes Only
CompTIA A+ Certification – 06/08
United Educational Institute, Los Angeles Campus
Network Technology – Certified 01/98
Benjamin Franklin High School
General Studies – Diploma 06/94
SUMMARY OF
QUALIFICATIONS
Over 16 years experience as a pc tech and helpdesk analyst (Over 5 Years in Call Center Environment)
Have extensive knowledge of Windows 2000 (WINNT Workstations and Servers 3.0-5.0), Windows 9x-XP, Vista and Windows 7. MS Office 2K-2007. MS Office 2K-2007. Worked and Configured Exchange Servers 5.0-5.5. Windows 2000 (Advanced) Server, SQL Server 7.0, Internet Information Server (IIS) 4.0+, Configured Cisco Routers for TCP/IP and DHCP over WAN/LAN and Telnet, Configured HP, Dell, IBM, Gateway and Compaq Servers. Worked with Novell Netware 3.5-5.5. Configured Lotus Notes 3.5-5.0, also Migrated from Lotus Notes to GroupWise 5.5-6.0 and Exchange. Used ZEN Works 5.0, Cisco Call Manager 4.x and Basic Unity. Worked and Configured Citrix Services (XenDesktop 2.0-3.0, XenApp 4.0, XenClient 2.0, GoToMeeting)
Have extensive knowledge of Hospital Environment Programs, Policies and Procedures (Cerner, Fusion EMR/HER, Meditech).
Managed Security in Active Directory to Add New Employees and Providing Proper Access. Worked with PC Transplant, Ghost and Altiris for various Refresh Projects.
Responsible for Asset Management and Purchasing.
Responsible for the Cisco VOIP Implementation
Installed and Programmed DSL Line, Set up Remote User PC’s for proper VPN configurations.
Installed and Programmed Hirsh Security Systems.
Set up Computer Network Systems for Departmental Offices, Handled Troubleshooting tickets and Network Printer problems (HP DesignJet 100-4000 Series, DesignJet Copier, HP Plotter for Architecture) within Northrop Grumman facilities.
Served as a 1st and 2nd level escalation for production environment system issues. Analyzed alarm conditions presented by various internal and external management systems.
Assisted in troubleshooting of the affected application/infrastructure.
Worked closely with other IT groups including helpdesk/desktop support, network/system engineers and database administrators in troubleshooting and resolving production system issues.
Manage the inventory of all systems hardware and software assets.
Performed approved routine maintenance on production systems.
Summarized maintenance steps and processes approved by Change Management Committee (IT groups including Systems Engineering, Application Support, Developers, Vendors and Project Managers).
Assisted Systems Analysts and Project Managers in system resource gathering (e.g. retrieve log files, system inventory).
Updated assigned incidents in a timely manner, performed any escalations to tier 2 and 3 support, management or vendors and assisted in subsequent activities as required.
Professional Experience:
SPECTRA 7 May 2016 – Present
Cable Installer/Field Technician Las Vegas, Nv.
We are an Authorized Vendor/Contractor of COX Communications
Assisted in Setting Up and Troubleshooting equipment and Networking Issues.
Responsible for installation and upgrading Equipment as needed
Responsible for New Project Installs in Hotels/Motels.
Environment: Residential and Business with limited Pc Troubleshooting
BELL TRANSPORTATION May 2015 – Mar 2016
Technical Support Specialist Las Vegas, Nv.
Contracted work through Robert Half Technologies to work with Bell Transportation Employees.
Assisted in Setting Up and Troubleshooting equipment and Networking.
Responsible for installation and upgrading New Hire systems at various departments
Responsible for New PC Image Process.
Environment: Windows XP/7/8/10, Microsoft Office 2007-2013
AMERICAN HOMES 4 RENT Dec 2014 – Mar 2015
Technical Support Specialist Las Vegas, Nv.
Contracted work through Robert Half Technologies to work with American Homes 4 Rent Employees.
Assisted in Setting Up and Troubleshooting equipment and Networking.
Responsible for installation and upgrading New Hire systems at various departments.
Environment: Windows 7, Microsoft Office 2003-2010
MGM PROPERTIES Oct 2014 – Dec 2014
Systems Support Specialist III Las Vegas, Nv.
Contracted work through ABBTECH to work with MGM Properties Employees in a 24x7 Environment.
Assisted in Setting Up and Troubleshooting new system Refresh roll outs (Night Shift 7-3).
Environment: Windows XP/Windows 7, Microsoft Office 2003-2010
NEVADA H.A.N.D. Oct 2014 – Oct 2014
Technical Support Specialist Las Vegas, Nv.
Contracted work through Robert Half Technologies to work with Nevada H.A.N.D. Employees.
Assisted in Setting Up and Troubleshooting equipment and Networking.
Implemented new Policies and Procedures, Created new Standard Pc Images.
Environment: Windows XP/Windows 7, Microsoft Office 2003-2010
ZENITH AMERICAN SOLUTIONS Apr 2013 – Jul 2014
Citrix Migrations Support Specialist/Helpdesk Las Vegas, Nv.
Contracted work through Robert Half Technologies to work with Zenith American Solutions Employees.
Assisted in Setting Up and Troubleshooting Citrix Equipment and Networking.
Level 1 & 2 Phone Support
Environment: Windows XP/Windows 7&8, Microsoft Products, Apple, Microsoft Office 2003-2010
COX COMMUNICATIONS (RANCHO DR.) Oct 2012 – Mar 2013
National Support Center Specialist Las Vegas, Nv.
Contracted work through Robert Half Technologies to work with COX Communications Employees in a 24x7 Call Center Environment for Business and Residential Customers.
Assisted in Setting Up and Troubleshooting COX/Customer Equipment and Networking.
Environment: Windows XP/Windows 7&8, Microsoft Office 2003-2010
THE VALLEY HEALTH SYSTEM May 2012 – Sep 2012
DESKTOP SUPPORT ANALYST Las Vegas, Nv.
Contracted work through Robert Half Technologies to work with Employees of The Valley Health System.
Troubleshot Printer Issues (HP, Xerox)
Troubleshoot and document issues in Remedy (Ticketing System)
Maintained Systems Running Pyxis (Networking Only), Windows XP/7, Tested Windows 7 for Hospital Environment.
Responsible for installation and upgrading WOW Devices with updated Flash and Citrix Apps.
Documented Procedures for New Installations and Troubleshooting.
Assessments in ghost images.
Environment: Windows XP, Microsoft Office 2007-2010, Data Validation, Meditech, RightFax, PACS System (Radiology), Cerner, Fusion (EMR/HER), Remedy Ticketing.
VARIOUS LAS VEGAS HOTEL & CASINO Aug 2011 – Apr 2012
HELPDESK/DESKTOP SUPPORT ANALYST Las Vegas, Nv.
Contracted work through Robert Half Technologies to work with Various Las Vegas Hotel & Casino Employees (Hilton, MGM Grand Properties, Station Casinos, Terribles Casinos (Affinity Gaming)).
Responsible for Setting Up/Break Down of Convention System equipment (Wynn/Encore, The Venetian, Mandalay Bay).
Troubleshoot and document issues in Remedy (Ticketing System)
Troubleshot System and Printer Issues, Installation of Access Points.
Environment: Windows XP/Windows 7, Microsoft Office 2003-2010, Casino Gaming Apps, Remedy Ticketing.
THE HOME DEPOT, USA May 2011 – Sept 2011
SALES ASSOCIATE/FREIGHT RECEIVING Las Vegas, Nv.
Temporary Sales Associate working Night Shift (4 Hrs.).
Responsible for Receiving New Stock/Freight and Sorting by Depts.
Currently Licensed to Operate All Forklift and Heavy Lifts.
Environment: Windows XP, Microsoft Office 2K-2003
THE COSMOPOLITAN CASINO Jun 2011 – Jun 2011
HELPDESK/DESKTOP SUPPORT ANALYST Las Vegas, Nv.
Contracted work through Crescent Solutions to work with Employees of The Cosmopolitan Hotel & Casino.
Troubleshot Printer Issues (HP, Lexmark, Xerox)
Maintained Systems Running Windows XP Professional
Responsible for Asset Management of New/Old Systems.
Documented Procedures for New Installations and Troubleshooting.
Environment: Windows XP/Windows 7, Microsoft Office 2003-2007
ST. ROSE DOMINICAN HOSPITALS Dec 2010 – Jan 2011
DESKTOP SUPPORT ANALYST II Las Vegas, Nv.
Contracted work through Insight Global, Inc. for Perot Systems (Dell) to work with Employees of St. Rose Dominican Hospitals (De Lima, Siena and San Martin Campuses).
Troubleshot Printer Issues (HP, Lexmark, Xerox)
Maintained Systems Running Windows XP Professional
Responsible for installation and upgrading Dell systems at various departments.
Documented Procedures for New Installations and Troubleshooting.
Assessments in Refresh and Replacement of Systems.
Environment: Windows XP, Microsoft Office 2K-2003, RUMBA (AS400), Meditech 6.0, RightFax
NBA Feb 2010 – Jun 2010
DESKTOP SUPPORT Los Angeles, Ca.
Contracted work through JSP Consulting to work with Employees of the NBA.
Troubleshot Printer Issues (HP, Xerox)
Tested connectivity on Systems Running Windows XP Professional and Vista.
Responsible for installation and troubleshooting Dell systems at various locations.
Assisted in Set-Up/Break down of Systems as needed.
Assessments in ghost images if needed.
Tested Video Conferencing with various locations including Main Office located in New Jersey.
Environment: Windows 2K-XP, Microsoft Office 2K-2007, Video Conferencing Set-Up, Cisco Routers, Switches and Access Point Devices, VOIP.
PROVIDENCE TARZANA MEDICAL CENTER Mar 2009 – Aug 2009
DESKTOP SUPPORT ANALYST II Encino, Ca.
Contracted work through KForce to work with Employees of Providence Tarzana Medical Center.
Troubleshot Printer Issues (HP, Xerox)
Maintained Systems Running Windows 95/98, 2000 and XP Professional, Tested Vista and Windows 7 for Hospital Environment.
Responsible for installation and upgrading Dell systems at various departments.
Documented Procedures for New Installations and Troubleshooting.
Assessments in ghost images.
Environment: Windows 2K-XP, Microsoft Office 2K-2007, PBAR (AS400), WebMedx, Data Validation, Meditech, Pyxis Configuration/Networking, PACS System (Radiology), Video Conferencing Set-Up.
HOLLYWOOD PRESBYTERIAN HOSPITAL Jun 2008 – Jan 2009
DESKTOP SUPPORT ANALYST II Hollywood, Ca.
Contracted work through Icon Consulting for Perot Systems to work with Employees of Hollywood Presbyterian Hospital.
Troubleshoot and document issues in Remedy (Ticketing System)
Assisted in VPN Issues for Remote Users (Juniper).
Monitored and maintained (including tape management) all data backups.
Troubleshot Printer Issues (HP, Lexmark, Xerox)
Assisted in Hardware Purchase, Inventory and Deployment of New and Used Hardware.
Maintained Systems Running Windows 95/98, 2000 and XP Professional
Responsible for installation and upgrading Dell systems at various departments.
Documented Procedures for New Installations and Troubleshooting.
Assessments in ghost images.
Environment: Windows 2K-XP, Microsoft Office 2K-2003, PBAR (AS400), EZID, WebMedx, Data Validation, Remedy Ticketing
HERBALIFE INTERNATIONAL Nov 2007 – Mar 2008
HELPDESK ANALYST III Torrance, Ca.
Contracted work through Login Consulting Services to work with Employees of Herbalife International.
Responsible for Incoming Call Support on Desktop Issues (Grave Yard Shift).
Managed New User and Account Deletion for duration of 4 month project.
Troubleshoot and document issues in SDE (Magic Ticketing System)
Responsible for Communicating Outages throughout the Company (Worldwide).
Assisted in VPN Issues for Remote Users (Nortel).
Assisted in HP3000 Account Maintenance.
Assisted in Oracle Account Maintenance.
Blackberry Enterprise Server
Environment: Windows XP, Microsoft Office 2003, Magic Ticketing
MOLINA HEALTHCARE, INC. Oct 2004 – Oct 2007
HELPDESK LEAD/SUPERVISOR (END USER SUPPORT) Long Beach, Ca.
SYSTEMS ANALYST III (NOC TECHNICIAN)
ON CALL MANAGER (24x7)
Contracted work through Tech Systems to work with Employees of Molina Healthcare, On 5-23-05 was Hired on as a Full Time Employee.
Responsible for Incoming Call Support on Desktop Issues.
Worked on VOIP Project to Implement Cisco Phone System throughout the Company (8 Throughout the U.S.)
Assisted in Implementation on Altiris Ticketing System and Pc Imaging.
Assisted in Company Wide Pc Roll-Out, assisted in Telecom, Networking and Video Conferencing Issues.
Assisted Helpdesk, Desktop Support with routine activity including host/client network address management (PCs and printers), network port lock/unlock, AD computer memberships, and non-intrusive diagnostics (ping, tracert etc).
Assisted in Hardware Purchase, Inventory and Deployment of New and Used Hardware.
Monitored and maintained (including tape management) all data backups.
Responsible for Cisco Agent Desktop (CAD) Software Installation and Troubleshooting.
Assisted in Cisco Call Manager Configuration Of New Phones and Global Directory Update.
Maintained Software Updates for Several Terminal Server Applications (ADP, Winstrat, Autodata, Citrix).
Blackberry Enterprise Server, VM Ware
Environment: Windows XP, Microsoft Office 2003/2007, Altiris Ticketing, Cisco Routers and Switches, VOIP, ADP, Winstrat, Autodata, Citrix Server Services.
VERIZON BUSINESS TECHNICAL SUPPORT Aug 2003 – April 2004
HELPDESK SUPPORT Thousand Oaks, Ca.
Contracted work through Ciber Inc. to work with Employees of Verizon.
Responsible for Incoming Call Support on DSL Issues and Self Installs on all Desktops.
Environment: Windows 95/98/NT/XP, Microsoft Office 97/2000, Remedy Ticketing
SITECH SYSTEMS April 2003 – Aug 2003
CABLE TECHNICIAN/INSTALLER North Hollywood, Ca.
Responsible for installation/upgrading of all Cat5E Cable on Buildings for Data and Security Systems.
Responsible for installation/upgrading of all Coax Cable and Camera Equipment on Buildings.
Co-Located Registers for Target, and Mervyns.
Service calls for Honeywell Equipment.
Service Calls for all AMC Theaters.
Environment: Windows 98/XP, Microsoft Office 97/2000
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