EXECUTIVE SUMMARY

Driven individual with two years of IT experience, six years overall of customer service. Proven ability to work under pressure and in fast paced environments. Strong team player, but also a strong contributor when working unsupervised. Extensive knowledge of multiple IT applications, strong troubleshooting skills, and strong desire to learn new technologies and methods for success.

TECHNICAL SKILLS

• Programming Languages: HTML/CSS, JavaScript, Visual Basic, SQL.

• Software: Cisco WebEx, Microsoft Access, Oracle SQL Developer, My SQL Workbench, Google Apps, Microsoft Office Suite, Microsoft Outlook.

• Operating Systems: Windows XP, 7, 8, 10, Mac OS X, iOS.

• Network Administration: IPv4, IPv6, TCP, DHCP, WAN, LAN configuration, Active Directory, OSI Model

• Web Development: WordPress, Bootstrap, Adobe Dreamweaver, Microsoft Visual Studio.

EDUCATION

SAN JOSE STATE UNIVERSITY B.S. BUSINESS ADMINISTRATION, MANAGEMENT INFORMATION SYSTEMS (2017)

ACADEMIC PROJECTS:

• E-Commerce Web Design Project (Altervista). (HTML, CSS, JavaScript, PHP)

• Web Design Revamp (WordPress): http://surplusservice.org

• Gantt Chart Utilization: Microsoft Project

• Researched Keywords using Google Analytics and Keyword Planner to improve SEO

PROFESSIONAL EXPERIENCE

SYSTEMS SPECIALIST GENENTECH SOUTH SAN FRANCISCO, CA JANUARY 2016 – PRESENT

• Providing level 2, onsite end user assistance.

• Ensure service request and incident tickets are classified, assigned, and routed correctly to ensure compliance with our SLAs (Service Level Agreements)

• Virtualization: VMWare Fusion 8, Windows 7

• Assist with new services, applications and software pilots for deployment and configuration

• Installation and configuration of Windows System Center Configuration Manager

• Imaging procedures on Windows and Macintosh systems

• Create, manage and escalate detailed tickets in HP Service Manager (HPSM) to resolve incidents.

IT SERVICE DESK ANALYST GENENTECH REDWOOD CITY, CA JUNE 2015 – JANUARY, 2016

• Serving as level 1 support for phone calls and emails from staff regarding IT issues and queries.

• Maintaining excellent customer service in fast paced, high call-volume environment.

• Network Administration troubleshooting (Windows Server, TCP/IP)

• IT Ticketing system: HP Service Manager

• Utilization of IT applications (Bomgar, VMWare, WebEx, MobileIron)

• Troubleshooting on Windows and Mac systems

• End user support through Active Directory

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