CRAIG PENDERGRASS

***** *** ******* ***** ********, CA 92563

+1-619-***-**** # ad24l8@r.postjobfree.com #

Summary

Extensive experience in the field of Information Technology and Telecommunications. Solid project management experience, data analysis and manipulation and excellent staff training abilities. Focused team player with great interpersonal skills, problem solving abilities and strong work ethic. Highly motivated employee with desire to take on new challenges. Adept at working effectively unsupervised and quickly mastering new skills.

Skill Highlights

Network Configuration

Technology Planning

User Training

Helpdesk Administration

Data Management

Maintenance & Repair

Training & Development

Software Deployment

Problem Resolution

Organizational Skills

Customer Service

Critical Thinking

Experience

Network Media Support Technician/Integrated Technology Support Specialist – 12/2009 to Current

San Diego Unified School District, San Diego

Assist in coordinating the implementation and maintenance of a Local Area Network system (LAN).

Install workstation hardware and related equipment

Troubleshoot and isolate problems of microcomputers and printers and determine if problem is related to hardware, software, or connection

Provide initial technical support services through remote, phone and/or in person to end users with issues regarding software, hardware, and networks; analyze and provide solutions to complex and routine problems

Evaluated benefits for each caller to determine service needs and address concerns

Created new accounts, reset passwords, and configured access to servers and file management software for users

Maintained records, logs, and lifecycle documentation of work requests

Researched issues on various computer systems and databases to determine resolutions to problems and answer inquires

Devised incisive workarounds and resolutions for IT-related problems

Scheduled ongoing performance quality assurance checks for software applications and automated performance test scripts

Customer Service Technician – 12/2008-12/2009

Hitachi Software, Chula Vista

Assisted customers with technical issues with Starboard software

Tested new Starboard software and hardware

Documented customer installation and upgrade procedures to maintain organizational records

Offered custom troubleshooting to assist problem resolution and restore service levels

Issued product and service recommendations according to specified queries

Processed equipment and service order payments after completing troubleshooting and deployment stages.

Maintained hardware inventory accessibility to fulfill common requests for service.

Engaged in conversation with customers to understand needs, resolve issues and answer product questions

Promoted available products and services to customers during service, account management and order calls

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service

Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support

Exceeded established service goals while leveraging customer service, sales, and employee management best practices

Utilized job-related software to prepare change of address records and issue service discontinuance orders

Information Systems Technician – 12/2007-12/2008

Neighborhood House Association, San Diego

Installed upgraded customer network equipment for over 200 work centers resulting in improved work productivity

Provided excellent customer service; received several commendations from several customers, supervisors, and managers

Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis

Managed user profiles, security access and shared file structures

Troubleshoot daily IT desktop client issues, supporting multiple departments and various offices

Trained new employees on support processes, procedures, and knowledge base

Completed installation, configuration and patching of hardware and software for users

Delivered on-site technical support following software implementation and worked with managers to suggest product upgrades and changes

Diligently followed up with customers about existing orders, informing on status, and responding to questions

Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements

Assessed customer bug reports and enhancement requests and prioritized development to streamline response

Devised automation, backup, and recovery protocols to preserve and safeguard data

Executed scripts to communicate with back-end servers and provide real-time updates

Analyzed equipment performance records to determine need for repair or replacement

Performed data backups and disaster recovery operations

Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service

Installed security software to protect networks

Configured, monitored, and maintained email applications or virus protection software

Video Technical Support Representative – 12/2006-12/2007

Cox Communications, San Diego

Met customer expectations by installing internet services in a timely fashion, resulting in exceeding customer service measurement

Assisted customers in obtaining upgraded cable equipment and services; giving the company increased revenue

Handled customer service issues by providing guidance or escalating for advanced support

Assisted customers with various types of technical issues via email, live chat, and telephone

Served as first point of contact for incoming technical service calls and emails

Walked customers through common phone hardware and software configurations to maximize service functionality

Demonstrated advanced product knowledge to solve customer issues

Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools

Troubleshoot hardware issues and worked with service providers

Assisted customer in understanding products, components and systems using technical demonstration

Developed and maintained strong relations with customers to meet quality expectations.

Documented customer complaints and inquires for use in technical documentation and bug tracking

Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements

Information Systems Technician – 12/1986-12/2006

United States Navy RETIRED, San Diego

Operated and maintained the Navy’s global satellite telecommunications systems, mainframe computers and LAN/Wan systems, which are essential for effective and critical naval communications

Wrote programs on how to properly handle the collection and manipulation of data for system analyzing; received Navy Commendation Medal

Designed and implemented new training program which helped increase professional advancement by 25%

Kept customers informed about issue resolution progress and provided updated estimate times of resolution on ongoing basis

Managed user profiles, security access and shared file structures

Troubleshoot daily IT desktop client issues, supporting multiple departments and various locations

Trained new employees on support processes, procedures, and knowledge base

Completed installation, configuration, and patching of hardware

Delivered on-stie technical support following software implementation and worked with managers to suggest product upgrades and changes

Diligently followed up with customers about existing orders, informing on status, and responding to questions

Developed online documentation for common processes for both support staff and end-users

Reviewed support cases for technical and troubleshooting accuracy and identified need proves improvement

Assessed customer bug reports and enhancement requests and prioritized development to streamline response

Authored and distributed training manuals for handheld computers and devices used by staff

Devised automation, backup, and recovery protocols to preserve and safeguard data

Diagnosed, troubleshoot, and resolved hardware and system problems

Performed data backup and disaster recovery operations

Monitored network performance to determine adjustments needed

Conferred with network users about solutions to existing system problems

Installed security software to protect networks

Configured, monitored, and maintained email applications or virus protection software

Designed, configured, and tested computer hardware and operating system software

Analyzed intricate server issues and supported large enterprise and business-critical applications

Education

Bachelor of Science: Information Technology-Information Systems Security - 2012

AT&T Government Solutions Inc., CA

Associate of Science: Information Technology-Network Systems - 2010

ITT Technical Institute, CA

Certifications

Integrated Shipboard Network Systems Administrator, 2003

Windows Server/Exchange Server, 2006

References

Angelica Ratliff

619-***-****

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