Richard Gay JR

*** ******* ***, ********, ** Mobile: 669-***-****

ad19ix@r.postjobfree.com

SUMMARY

Experienced Information Technology Specialist with strong customer service background and proficient in supporting issues quickly and who consistently exceeds performance standard.

Level-headed and calm in stressful with well-developed people skills. Critical thinker who address customer support issues in Help Desk support and Technical support.

HIGHLIGHTS

PowerShell,

Service Now, Citrix, Pulse Secure VPN, Cisco AnyConnect-VPN.

VNC/VMWare, Go to Assist, Bomgar, Web-EX, Microsoft Teams, TeamViewer.

VOIP-Shore Tel 230, Android Phones, iPad IOS, iPhone

Windows XP & 10, Lotus Notes, Microsoft Office 2016, Mac Book Pro OS and Microsoft Surface Pro.

Linux Red Hat, Solaris UNIX

Imaging Active Directory and SCCM database 2018 and JAMF for Mac Directory

Deployment Data Backup

Printers Network LAN/Wan, TCP/IP: DNS

VOIP-Shore Tel 230, Android Phones, iPad IOS, iPhone Cisco Router, Cisco switches,

EXPERIENCE

Technical Support, Help Desk, Remote Support 11/19/2022 – 11/14/23

TCS / Lonza /1958 Winton Ave Hayward, CA 94545

I am desktop support for Lonza as a contractor for TCS

I use Service-Now app for the ticket system

I am also supporting the Voice IP Phones using the Phone Console / I-Phone, Android, and Tablets.

I trouble shoot the Remote users issues by logging into their computer or walking them through the steps.

I am supporting users with Pulse Secure VPN and Cisco AnyConnect-VPN

I also support users that need to reconnect to the network and Wi-Fi for their laptops and desks

I also deploy laptops and desktops and setting up the users cubicle locations

I setup the conference room for meetings

I monitor the servers and switches and reboot the servers if required.

I change ports and update the Patch Panel and also create a spreadsheet with all the server information and location.

I use Luca for the Active Directory and use the Inventory Tool for the SCCM

I do all the imaging and software installation and I also ship out equipment to all the remote users home office.

Technical Support, Help Desk, Remote Support 06/14/2022 – 11/26/22

HCL / Lonza /1958 Winton Ave Hayward, CA 94545

I am the first line of support for Lonza as a contractor for HCL

I am using the Service-Now app for the ticket system

I am also supporting the Voice IP Phones using the Phone Console / I-Phone, Android, and Tablets.

I trouble shoot the Remote users issues by logging into their computer or walking them through the steps.

I am supporting users with Pulse Secure VPN and Cisco AnyConnect-VPN

I also support users that need to reconnect to the network and Wi-Fi for their laptops and desks

I also deploy laptops and desktops and setting up the users cubicle locations

I do all the imaging and software installation and I also ship out equipment to all the remote users home office.

Technical Support, 04/2018--10/12/21

ARM / HCL 330 Potrero Ave, Sunnyvale, CA 94085

I was also using Windows PowerShell for adding and deleting accounts, editing groups, and creating listings to view specific types of users and groups. The PowerShell let you also run commands and create or test scripts.

I provided support by imaging laptops and desktops for all the new hires and existing users.

I provided support by setting up users accounts in the Active Directory.

I was using the Service Now app for the ticket system.

I was supporting users with Pulse Secure VPN and Cisco AnyConnect-VPN.

I provided support by setting up users accounts in the SCCM database 2018.

I was also supporting the Voice IP Phones using the Phone Console / I-Phone, Android, and Tablets.

I was deploying laptops and desktop and setting up the cubicle’s locations.

I was supporting Windows 10, Microsoft Office 2016, Mac Book Pro OS and Microsoft Surface Pro.

I was the first line of support for the Tech Hub for ARM as a contractor for HCL.

I was first support for the move transition from the old building to the new building disconnecting and reconnecting the network and cubicles setup.

Support, 07/2015 –04/2018

Endicia -Mountain View, CA

.

Provide excellent support for the customer’s hardware, software and network.

Achieve consistent #1 or #2 rankings in monthly metrics, including call duration, number of calls per shift and customer satisfaction ratings.

Maintain composure and patience in face of difficult customer situations.

I provide the customers with excellent customer service by listening closely.

Active Directory management by using the Supervisory software where we make all the changes on the users account.

Manage Level 2 Support Consumer Clients.

Technical Support Representative, 5/2014—7/2015

Google – Sunnyvale, CA

Resolved customer complaints and concerns with strong verbal and negotiation skills.

Supported Customers with online billing and account issues.

Issued play store apps and coins to new and existing customers account.

Working with customers having data connectivity issues.

Referred difficult issues to upper management while maintaining positive rapport with customer.

Give feedback to the customers with a solution to resolve their issues.

Helpdesk Tech, 05/2013- 5/2014

Pharmacyclics, Sunnyvale, Ca

I provided C Level support for CEO, CFO and Vice President.

I provided support by imaging laptops and desktops for all the new hires and existing users.

I provided support by setting up users’ accounts in the Active Directory.

I was able to use the Service Now ticket system.

I became a lead support technician for 3 Interns for the summer.

I was supporting the Data backup.

I was also supporting the Voice IP Phones using the Phone Console / I-Phone, Android, and Tablets

Deploying the laptops and desktop and setting up the cube location.

Help Desk Support, 01/2013—04/2013

Fragomen Del Rey & Bernstein, Santa Clara, CA

Provided helpdesk support for executive layers.

Supporting lotus notes users by granting them access to their mailboxes, templates, and databases.

Managed Lotus Notes Databases.

Managed Windows XP, 7 and Citrix.

Printer’s setup and Peripherals.

Tickets system Change Gear.

Sony PlayStation 10/2012 –01/2013

989 Hill Drive Blvd Foster City, CA

Help Desk & Tech Support

My day to day process was to login to a call center environment, by answer the calls that were coming in from a queue system. I was multitasking by reimaging laptops and desktops for new hires and preforming a task force project for a migration deadline. I was also setting up the SCCM installation and configuration was part of the Migration process. Providing access for applications and setting up the user accounts and their mailboxes.

Provided phone Support to internal and external customers

Administered Windows XP to Windows 7 Migration

Also managed Lotus Notes to MS Office 2010 Migration

Deployed New Equipment to Users

Supported Mac Users Mac Pro Book Laptops

Worked with Siebel Application Ticket System

Oracle (Hyperion) 8/1999 -2/2012

94556 Great American Park way, Santa Clara, CA

IT Support Engineer

Provided Customer Support to End Users and Remote users

I provided supported executive board meetings and supported the CEO, CFO and the Vice President. My day to day process was to check emails and incoming phone calls. I was the only IT tech in the whole building supporting 162 users. I took inventory for all the equipment and imported the information into a spreadsheet every day. I had to send the spreadsheet to my manager every two weeks for the Inventory. I was imaging laptops and desktops that came in from the Inventory, I was checking emails and tickets and solving the user’s issues from a walk-up station. I was also multitasking throughout the day by supporting the V.P and the Developers.

I was also setting up the servers in the data center for all the developers so they can access the data from the server. I also had to leave on Wednesdays to support another building that was using Linux Red Hat in the downtown office, my job was to go there and run a strip to partition there hard drives and add more memory and make sure that the user can login to their Linux boxes. I had just finish getting my Linux certificate and they gave me a chance to practice my skills. I was supporting 37 users in the downtown office. I also worked in the data center with the network group. I was able to learn a little more by configuring a cisco switch and setting up servers in the data center by racking them and properly labeling / organize label to chassis / cables / fibers / also doing asset management.

Administer user accounts in Active Directory

Work with Siebel Applications

Supported the Network LAN//Wan &/TCP/IP: DNS/I Address

Supported 37 Linux Users, Software, Hardware and Configurations

Data Center

Supported the Network /LAN/Wan &/TCP/IP: DNS/I Address

Monitor telecommunications performance and make configuration changes to hubs, routers, switches

Knowledge of copper, fiber and wireless test equipment

Familiarity with straight thru/crossover/rollover cables

Familiarity with rack and stack of Cisco equipment

Knowledge of proper labeling/organize label to chassis/cables/fibers/asset management

Data Center - rack and stack of Cisco equipment

Education

Oakland High School –Diploma -1982

Chabot Community College -1982-1985

Minnesota University -1987

Ohlone College/Computer Courses, MSOffice Certificate

Foothill College/Completion Computer General Networking Certificate

Licenses and Certificates

A+ Certificate XP Certificate Windows7 Certificate Linux Certificate 7HabitsCertificate

References

IT Manager Lee Rockledge at Pharmacyclics –650-***-**** Bob Spooner--IT Manager at Sony--650-***-**** IT Manager Lina Ordonez Fragomen –408-***-**** Mark Saenz---IT Manager at Oracle -408-***-****, Karla 510-***-**** or John 408-***-**** Google, David Codey Endicia 650-***-****

HCL / Arm --Brad DeMoss -818-***-****

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