Gabriel T. Bersabe Milpitas, CA *****

ad0zuj@r.postjobfree.com Phone / SMS: 408-***-****

Objective

Seeking a technical career.

Special skills and work experience

●Solid computer skills. Excellent working knowledge using PC & Mac systems; Linux, Android, MS office as well as diagnosing & troubleshooting.

●15+ years of customer service in critical fast pace environments. Excellent verbal and written communication.

●10+ years experience building, configuring, maintaining PCs and networks for corporate or small user groups.

●Knowledgeable understanding of Hardware and Networking.

●Experienced in deploying / troubleshooting mobile devices. All iOS and Android version with other varieties.

●Troubleshoot and maintain printers, scanners, and fax devices from makes such as HP, Canon Xerox etc

●Worked on multiple database/ticketing systems such as Remedy y, Vantive, Peoplesoft, Oracle, Applix, Symantec Altiris, Siebel, and Rightnow.

●Experienced in clean room and ESD sensitive work environments.

●Physically in great shape and have ability to carry weight above 150 lbs for hands on racking, printer setups, etc.

●Over 1 year managing and supervising experience.

Technical Work History

Cisco Systems

Cisco Lab / Network Support (Teralogic contractor) Milpitas, CA 95035 07/22 – 10/22

support 30+ engineers and multiple teams directly in person or remote

Handle all requests in regards to all equipment within the datacenter/lab

Setup cisco hardware physically, configure, and test

Understanding of Networking such as setting IP / Subnetting / DHCP: / DNS / Wireless protocols / all physical layer media

on call 24/7 for emergency situations and planned projects

Responsible for inventory / asset management

Ability to lift/carry much more than average worker

OpenFive

System Administrator Milpitas, CA 95035. 09-21 - 07-22

●Responsible for local data center 24/7 support / power back ups / HVAC Temp maintenance / Smart hands request/ and local employees technology needs.

●Hardware support: standard Lenovo X1 all generations / new hires Station setup multiple monitors, docking station, printers, etc / terminations hardware return. Anything technology is supported with professional customer support.

●Microsoft Windows all OS / Active Directory / OKTA / Microsoft 365 / PaloAlto Networks / Zoom / Zoho Assist remote / MS OneDrive / OneNote Sharepoint/ RDP / Service Desk ticketing / OSX / iOS / Android / Linux Servers and test machines

Saama. (Temp position: contractor) Campbell,CA 94305. 02/20 - 05/20

IT SUPPORT

●Software / Hardware Install, trouble shoot and setup.

●Use and support Zoom, Jira ticketing system, Google hangouts Microsoft office 2016.

Stanford University (Temp position: contractor) Palo Alto, CA 94305 01/14-06/14

IT / CRC

●End user desk side support.

●Decryption and Encryption of multiple types of security software. Example: Bitlocker, Filevault, PGP, Mcafee.

●Use of NetDB to generate modify, delete network configuration information for internal network services.

●Software / Hardware Install and setup.

Yahoo! Inc. Sunnyvale, CA 94089 07/11-11/13 IT / GSD – Desk Side Support

●Setup and support new hires and technicians nationwide to 30+ Yahoo locations. Also support Work from Home.

●Support internal users for all IT related issue including laptops, desktops, desk phones, wireless phones and network

-Troubleshoot all hardware and software issues for Windows, Macintosh, and Linux

-Image and deploy Window XP, Windows 7, Mac OS X and Red Hat Linux systems

-Imaging systems through various methods such as PXE, Ghost, USB, and CD. Platforms commonly issued are Windows XP, Windows 7, OSX Snow Leopard, OSX Lion, and Red Hat Linux.

●Help our Technical Services department with projects. Imaging protocols, documentation, hardware recommendations, beta stabilization, optimizing, etc.

●Image and deploy systems for New Hires. Up to 120+ systems per week. System standards may vary from fully encrypted, mobile with configured floating IPs, 3rd party software, internal software synchronization, and Smart Card access.

●Work on tickets that come into department queue for various requests. Custom hardware request, inventory shipping, data request from term users, syncing systems for network access, etc.

●Implement and rollout RSA token due to security reason to meet SLA

●Interview new candidates and train new hires in the Deskside department.

●Part of high profile acquisitions team. Responsible for providing hardware / custom software setups. Face to face and over phone training and support.

Fenwick & West LLP Mountain View, CA 94041 03/10-07/11 Service Desk IT Support

●In charge of Hardware support, setup, and inventory. (Desktops, laptops, phones, Air Cards, peripherals, etc.)

●Support users across various location sites via phone, e-mail, remote, video conference, and in person. Troubleshoot / setup all hardware and software provided by IT.

●24x7 personal IT support to assigned partner lawyers. Rotation on 24x7 support for the entire Firm.

●Monitoring of Virus/Malware of computers within the companies domain. Cleaning and preventing of malicious software.

●Deploy roll outs at Mountain View and Seattle sites for Windows 7, MS office, hardware/software upgrades.

●Support remote users via Altiris, RDP, and GoToAssist.

●Assist during hardware/software maintenance in the companies Server room and Data Center.

●Imaging systems with Ghost / Altiris.

●Setup & Support Audio/Video conferencing. HD Camera Video shoots, go to meetings, wireless mics, and multiple projector/plasma displays setups.

●Lead a small team for firm wide Windows 7 rollout.

Wilson Sonsini Goodrich & Rosati - Fenwick & West LLP Mountain View, CA 94041 09/08 -03/10

IT / Service Desk / Analyst (Contract Temporary Assignments

●Provide computer, network, and software support to the end-user community via telephone, email, remote-access, or in person.

●Provides solutions to computer hardware, operating system, network, mobile devices, printers, peripherals and application related problems.

●First-line investigation and diagnosis of incidents.

●Ability to communicate in a professional and courteous manner while maintaining contact ownership.

●Performs other related duties and on-call as assigned.

Equinix San Jose, CA 95131 07/06 – 07/08

ERC Specialist

●Respond to incoming telephone calls and emails for internal or external customer requests within established service levels.

●Enter all requests into online ticketing systems for tracking purposes, and assign appropriate responsibility for problem resolution.

●Troubleshoot, document, escalate, and manage trouble resolution.

●Bridge field and headquarters personnel into conferences with customers when necessary to ensure problem resolution.

●Enter Customer orders into ticketing system (Oracle) for order fulfillment within established service levels.

●Monitor ticketing systems and alarm systems for any pertinent information and respond according to set escalation guidelines

●Where applicable, using available tools, remotely administrate and configure systems for quick order fulfillment or problem resolution.

●Proactively notify customers and internal personnel on status of critical tickets.

●Provide and manage all customer maintenance communication along with issue management and communication.

Terremark World Wide Santa Clara, CA 95051 01/06 - 07/06

Tech 1/NAP West

●Assist customers by request of trouble tickets to work on their equipment. Can vary from power management, hardware/software installation, configurations, etc.

●Installation of inside wiring and terminating at customer and carrier ends. Run various types of media such as cat6, fiber, electrical, coax.

●Install/build server racks, anchoring, ladder racks, and fiber trays.

●Help with co-location facility temperature and electrical jobs when needed. Redirect Use of Remedy as a ticketing tool and Excel for daily reports.

SBC Yahoo San Ramon, CA 94583 03/04 – 12/04

Tier 2 Technical Support

●Expertly answer and solve issues that arise within customers DSL needs.

●Trouble shoot network from ISP end to user end to resolve connectivity issues.

●Help customers configure Operating Systems, which include Windows and Mac OS, and any SBC issued hardware and software that may include modem, router, NIC, wiring, and filters so user can access the Internet.

●Update and maintain customer database and network circuits.

Namco Hometek San Jose, CA 95131 01/03-11/03

QA Inspector

●Quality Assurance testing for gaming software on multiple platforms.

●Reporting and updating errors in network database using File Maker Pro.

McAfee.com Sunnyvale, CA 94085 08/02-11/02

Customer Support

●Provide professional and timely assistance for McAfee.com customers via email and telephone

●Answer customer inquiries on all McAfee.com products.

●Effectively use all Customer Support tools in a Windows XP professional-networking environment to process orders, refunds, and customer account changes.

●Handle an average of 60 phone calls per day (subject to change).

●Log all customer contacts according to defined procedures.

●Investigate and report critical support issues to management team

●Escalate issues to appropriate resources and according to defined procedures

Conru Interactive Palo Alto, CA 94301 09/01-01/02

Technical/Customer Support

●Provide customer end user support

●Use of Linux in a 24x7 call center environment

●Monitoring of all services and infrastructure provided

●Quickly identify and resolve issues that arise

●Met and exceeded daily quotas set by management

e-Manage.com a division of Acropolis Systems Milpitas, CA 95035 05/00-05/01

MSOC level 1 technical support (NOC tier 1 tech)

●Assist setup, maintain and troubleshoot a nationwide network of collocation point of presences. Experienced using Sitescope as monitoring software.

●Work in a 24x7 Network Operations Center (NOC)

●Maintaining customer contact database

●Provide customer technical phone and e-mail support

●Routine desktop and network maintenance including troubleshooting, rebooting servers, and preventative measure.

●Opening and closing trouble tickets with program Vantive.

Education

De Anza College GE classes Cupertino, CA 95014 09/97-06/99

Foothill College Networking / Linux (part time) Los Altos Hills, CA 94022 04/06-12/07

References

Available upon request

Contact this candidate