Information Technology Customer Service
Resume:
SACRAMENTO, CA *****
ad08f4@r.postjobfree.com
MERWIN M. BACHILLER
IT SUPPORT
● 19 Years in Information Technology Experience
● HDI Desktop Support Technician and SharePoint Designer Certified
● Specialized in Desktop/Help Desk/Enterprise Support Roles
● System & Network Administrator
● CompTIA Certified
● Excellent Customer Service
Professional Experience
Singlepoint of Contact (Remote)
11/21-01/23
NOC Engineer
● Develop excellent relationships with key end-users, internal stakeholders (Operating Companies and Business Partners)
● Onsite IT Support for 5 offices in Northern California
● Keep systems up-to-date through operating systems upgrades
● Oversee troubleshooting for system errors
● Provide technical support either by phone, remote access or site visits as needed
● Evaluate, support and comply with customer solution for local data encryption for mobile and remote authorized users
● Respond to IT issues; installation of external devices, desktops, laptops, hardware diagnostic, maintenance, repairs and general software support
● Management inventory of new and replacement equipment; and on diagnosis of a hardware fault, recording of the necessary data (serial number, location etc.) and feedback to the Service Desk in order to support the repair service
● Support users in efficient use of standard IT products and services
● Understanding of End User IT Services
● Provide local administration of backups, storage, network patching
● Install, upgrade and maintain effective use of End User IT services across the business.
● Investigate desktop service problems, working with users, other staff and suppliers as appropriate.
● Receive and log requests for support. Prioritize in accordance with agreed criteria.
● Ensure individual key performance indicators (KPIs) are within specified limits
● Timely and effective handling of enquiries and IT requests
● Create and maintain procedures and documentation for End User IT services
● Collaborate with the Global support team at all levels (Tier 1, 2, 3 and externals / outsourcers)
● Ensure a value adding Customer Service and Continuous Service Improvement
● 100% Work From Home
Independent IT Technician (Sacramento, CA)
03/20 to 11/21
IT Support Technician
● Contract work with several agencies
● Migrated 250 Users from Windows 7 to Windows 10.
● Provided Onsite Support and Troubleshooting for Windows XP and Windows 7 & 10 PC’s and Laptops.
2
● Restore and Back Up Files.
● Replaced and Configured PC’s, Laptops, and Mobile Devices.
● Created SharePoint Sites and Organized the Procedures of the Current Desktop Support Team.
● Performed Break-Fix Work on PC’s, Laptops, Servers and Network Printers.
● Supported Apple Devices: iPhone/iPad/MacBook
● Windows 10 Upgrades
● PC Refresh Projects
● Remote Support
Hemmersbach TCS BASF (West Sacramento, CA)
06/19-03/20
Onsite IT Engineer
● Develop excellent relationships with key end-users, internal stakeholders (Operating Companies and Business Partners)
● Onsite IT Support for 5 offices in Northern California
● Keep systems up-to-date through operating systems upgrades
● Oversee troubleshooting for system errors
● Provide technical support either by phone, remote access or site visits as needed
● Evaluate, support and comply with customer solution for local data encryption for mobile and remote authorized users
● Respond to IT issues; installation of external devices, desktops, laptops, hardware diagnostic, maintenance, repairs and general software support
● Management inventory of new and replacement equipment; and on diagnosis of a hardware fault, recording of the necessary data (serial number, location etc.) and feedback to the Service Desk in order to support the repair service
● IMAC/D - Installations, decommission, cascades, moves, adds and change EUC equipment, software
● If applicable, update the configuration item (CI) information via the asset management team in accordance with the agreed procedure
● Utilized Service Now, SCCM, Dameware, Active Directory, and etc Independent IT Technician (Sacramento, CA)
06/18-06/19
IT Support Technician
● Contract work with several agencies
● Migrated 250 Users from Windows 7 to Windows 10.
● Provided Onsite Support and Troubleshooting for Windows XP and Windows 7 & 10 PC’s and Laptops.
● Restore and Back Up Files.
● Replaced and Configured PC’s, Laptops, and Mobile Devices.
● Created SharePoint Sites and Organized the Procedures of the Current Desktop Support Team.
● Performed Break-Fix Work on PC’s, Laptops, Servers and Network Printers.
● Supported Apple Devices: iPhone/iPad/MacBook
Morgan Advanced Materials (Auburn, CA)
02/18-06/18
Desktop User Support Engineer
● Support users in efficient use of standard IT products and services
● Understanding of End User IT Services
● Provide local administration of backups, storage, network patching
● Install, upgrade and maintain effective use of End User IT services across the business.
● Investigate desktop service problems, working with users, other staff and suppliers as appropriate.
● Receive and log requests for support. Prioritize in accordance with agreed criteria.
● Ensure individual key performance indicators (KPIs) are within specified limits 3
● Timely and effective handling of enquiries and IT requests
● Create and maintain procedures and documentation for End User IT services
● Collaborate with the Global support team at all levels (Tier 1, 2, 3 and externals / outsourcers)
● Ensure a value adding Customer Service and Continuous Service Improvement First American Title Co (Roseville, CA)
09/16-07/17
Sr IT Support
● Manage the installation and maintenance of hardware and software including personal workstations, student/faculty/staff printers, mobile devices, multimedia displays, projectors, video conference system support.
● Develop procedures and oversee scheduling of Desktop technician appointments.
● Test, plan and supervise the deployment of new operating system releases, vendor patches, commercial software releases, and public domain software.
● Manage the diagnoses and repair of hardware, and contact appropriate service vendors when necessary. Recommend solutions, supervise and check that problems have been corrected and maintain records of work performed.
● Develop and document standardized user processes and procedures and "how to" documentation.
● Offering standard support to customers and employees
● Educate and develop the IT skills to meet the requirement of desktop support team. Sutter Health (Sacramento, CA) 04/16-
07/16
Information Services Specialist
● Provides problem resolution, analysis, specifications and configurations, coordination, testing, and installation of computer/mobile device based software, peripherals, local area networks (LAN) and other related equipment.
● Provides informal training of computer/mobile device users.
● Provides support in the maintenance of asset control and adherence to departmental / system policy directives and maintains the highest level of data security.
● Provides technical training and knowledge transfer to department personnel/colleagues. Permissions
Western Health Advantage (Sacramento, CA)
01/15-10/15
Desktop Support Specialist/System & Network Administrator
● Use Active Directory daily Managing Users, Groups and Permissions
● Managed voicemail and extensions for the Toshiba Phone System & Cisco VoIP
● Building and Setting up New Client Workstations and laptops
● Setup and manage firewall via Fortinet
● Administrator for a citrix based applications made by Trizetto
● Administration of Microsoft Windows Server 2003, 2008R2 & 2012R2 environments.
● Actively maintained and supported Windows OS and Mac OSx
● Supported Apple Devices: iPhone/iPad/MacBook
● Handled trouble calls from employees offering help desk support
● Actively installed software for security purposes, debugging, spy ware, etc.
● Actively worked every function as a Network Administrator & System Administrator
● Setup and manage Lync & Exchange Server 2007 and 2010
● Maintained hardware and software inventory
● Created documentation and training for new employees on best practices and processes.
● Works closely with IT personnel and vendors to test and resolve compatibility issues, optimize functionality, security, and reliability of desktop systems, and lower overall support costs.
● Assisted with patch deployment, client updates, system security, data backups, and overall desktop management processes and procedures. 4
● Requires thorough knowledge of current desktop and laptop computer systems, including Microsoft operating systems, MS Office productivity suite (Excel, Word, Access, Outlook, Project, PowerPoint, etc.), and all major desktop applications, utilities, and technologies.
● Troubleshooting issues that arise during user authentication to the various on-line tools and applications.
● Provides assistance and even participate in User Acceptance Testing.
● Participates in BCP (Business Continuity Plan) exercises/simulations.
● Conducts and may develop user training.
● Requires advanced knowledge of patch/update deployment processes, Active Directory technologies, virtualization software, asset management tools, and best practice desktop management software.
Mercury Insurance (Folsom, CA)
04/14-10/14
Desktop Support Specialist II
● Works closely with IT personnel and vendors to test and resolve compatibility issues, optimize functionality, security, and reliability of desktop systems, and lower overall support costs.
● Manages processes for deployment of software updates, asset management, patch deployment, client updates, system security, data backups, and overall desktop management processes and procedures.
● Requires thorough knowledge of current desktop and laptop computer systems, including Microsoft operating systems, MS Office productivity suite (Excel, Word, Access, Outlook, Project, PowerPoint, etc.), and all major desktop applications, utilities, and technologies.
● Troubleshooting issues that arise during user authentication to the various on-line tools and applications.
● Supports application installations and upgrades.
● Provides assistance and even participate in User Acceptance Testing.
● Participates in BCP (Business Continuity Plan) exercises/simulations.
● Supported Apple Devices: iPhone/iPad/MacBook
● Conducts and may develop user training.
● Requires advanced knowledge of patch/update deployment processes, Active Directory technologies, virtualization software, asset management tools, and best practice desktop management software.
Independent IT Technician,
04/13-03/14
IT Support Technician
● 05/13 to 09/13: Travelled to the Philippines and Volunteered as Desktop Support for St. Luke’s Hospital.
● Migrated 250 Users from Windows XP to Windows 7.
● Provided Onsite Support and Troubleshooting for Windows XP and Windows 7 PC’s and Laptops.
● Restore and Back Up Files.
● Replaced and Configured PC’s, Laptops, and Mobile Devices.
● Created SharePoint Sites and Organized the Procedures of the Current Desktop Support Team.
● Performed Break-Fix Work on PC’s, Laptops, Servers and Network Printers.
● Supported Apple Devices: iPhone/iPad/MacBook
Wells Fargo Bank (Oakland, CA),
05/10-04/13
PC/Desktop Support Analyst II
5
● Supported 800 Users Onsite and Remotely.
● Acted as a Point of Contact for All Technical Issues (Hardware, Software, Etc.).
● Provided Troubleshooting and Repairs for HP and Dell PC’s, Lenovo, HP, and Dell Laptops, Lenovo and Apple Tablets and Printers.
● Performed extensive OS and Application Support on Windows 7 and XP PC’s Onsite by Phone and Remotely.
● Ordered all Technical Equipment (PC, iPhones, Blackberry, Laptops, Etc.)
● Imaged and Deployed PC’s Using Ghost Image
● Led the Migration Project of Converting all Users from Windows XP to Windows 7.
● Answered Incoming Help Desk Calls, Created Incident Tickets for Users.
● Managed (Create, Delete, Edit) Users in Active Directory.
● Installed and configured modems, switches, routers, bridges and hubs
● Provide Training and Technical Assistance via Onsite or Web Call.
● Assist in Documentation of Technical and End-User Processes, Created and Maintain User Support Knowledge Base with Team Processes, Installation Requirements and Quick Resolutions via SharePoint Designer.
● Set-Up projectors and video conferences equipment
● Installed, Maintain, and Support Client Hardware, Software, and Peripherals
● Onsite Contact for any Network and Server Related Issues.
● Supported Apple Devices: iPhone/iPad/MacBook
Wells Fargo Bank (Reno, NV),
10/09-05/10
PC/Desktop Support Analyst I
● Supported 300 Users Onsite
● Provided Onsite Support and Repairs for PC’s, Laptops, and Printers.
● Imaged and Deployed PC’s, Laptops, and Mobile Devices.
● Acted as a Point of Contact for All Hardware, Software, and Network related issues.
● Performed extensive OS and Application Troubleshooting on Windows 7, Vista and XP PC’s Onsite and by Phone.
● Setup new PC’s and Installed Peripherals.
● Created and Maintained 35 SharePoint Sites for all the departments in Reno Phone Bank.
● Set-Up Video Conferences Equipment
● Installed and configured modems, switches, routers, bridges and hubs Wells Fargo Bank (Sacramento, CA),
07/06-10/09
Technical Service Specialist II
● Help Desk Support for 9 Phone Banks (Onsite and Remotely)
● Records Inquiries, Repair, and Service Requests.
● Initiate and Handle Conference Calls (Critical Issues, Project Calls, and Etc.).
● Monitor all Software, Network, and Server Related Issues.
● Used Remedy and Altiris Software for Asset Management, Imaging and Deployments.
● Acted as a Team Lead, Helped Train New Employees on Department Procedures.
● Answered Phones for Hardware Related Issues, and Assigned Incidents to the Onsite Desktop Support.
● Managed (Create, Delete, Edit) Users in Active Directory.
● Routed Calls Based on Business Needs.
Wells Fargo Bank (Sacramento, CA), 06/04-
07/06
Premier Phone Banker
● Assisted Various Levels of Customers of the Bank via Telephone.
● Documented Important Details on Customers Account
● Utilized Several Applications (Soft Phone, Pac2000, Etc.) 6
● Maintained High Sales and Referral Rates.
EDUCATION
California State University of Sacramento
- Bachelors in Business Administration - Management Information Systems Consumnes River College
- Associate of Arts in Business Administration
DeVry University
- Associate in Arts in Computer Technology
AWARDS, CERTIFICATIONS, & ETC
- Service Excellence Nominee and Champion (2009)
- Gold Coin Recipient (2010)
- Center’s Managers Pick (2010)
- SharePoint Certified (2011)
- HDI Certified: Desktop Support Technician (2011)
- Bilingual: English and Tagalog
- Team Member of the year
Contact this candidate