Desktop Support Call Center

Experience:

O’Reilly Auto Parts - Chandler AZ – Driver / Counter Sales – 7/2022 – 7/2023

Delivering parts to professional customer accounts. Stocking product and counter sales.

Tekskills for Intel Corp - Chandler AZ - Level 2 Desktop Support - 10-2020 - 3--2021

Asset management, shipping & receiving of encrypted devices.

Laptop/Desktop builds hardware only. Adding and removing Ram and Hard Drives.

Testing laptop returns for usability. Maintaining stock and inventory of lab and lab tools.

Atmecs Inc. – Tempe, AZ. – IT Manager/IT Support Engineer – 05/24/2019 – 05/22/2020

This environment was a dual domain call center. This position required me to manage 50 employees, internal network and their assets in a Call Center environment. Support role included imaging new laptops, desktops, Developer Workstations and servers. This includes application and software support on both Windows and Mac respectively. Printer support and management. Many times, going beyond the scope of support to keep business moving forward. My roles also include asset management, security cameras and badging, keeping track of stock inventory, always keeping on pace with changing security trends and models. We used Google’s G-Suite and I managed the user emails, calendar and special permissions and creating OPS groups. I managed the Active Directory, Network Threat Detection. Extensive use of Bomgar. Imaging experience using PXE and UEFI boot for Windows.

PayPal – Scottsdale, AZ. – Level 2 Desktop Support – 04/17 - 07/18

This position required me to help manage 450 employees and their assets in a Development environment. Support role includes imaging new laptops, desktops and Developer Workstations. This was a SCCM rich environment ensuring the health of all computers in the network and managing software deployments. This includes application and software support on both Windows and Mac respectively. Engaged in Win 7 > Win 10 OS Migration. Networking support was at times right down to the punch down board in the server rooms. Printer support and replacing some parts on HP & Xerox printers. Many times, going beyond the scope of support to keep business moving forward. My roles also include asset management, keeping track of stock inventory, always keeping on pace with changing security trends and models. Lync admin, RSA admin, have knowledge of Active Directory. Extensive use of Bomgar. Imaging experience using PXE and UEFI boot for Windows. Imaging MacBook’s we used Casper with JAMF support.

eBay – Phoenix, AZ. – Level 2 Desktop Support Lead - 11/15 – 11/16

This position required me to help manage 150 employees and their assets in a Data Center environment. Support role includes imaging new laptops, desktops and Developer Workstations. This includes application and software support on both Windows and Mac respectively. This was a SCCM rich environment ensuring the health of all computers on the network. Engaged in Win 7 > Win 10 OS Migration. Networking support was at times right down to the punch down board in the server rooms. Printer support and replacing some parts on HP printers. Many times, going beyond the scope of support to keep business moving forward. My roles also include asset management, keeping track of stock inventory, always keeping on pace with changing security trends and models. I'm currently a Lync admin, RSA admin, have access and knowledge of Active Directory. Extensive use of Bomgar. Imaging experience using PXE and UEFI boot for Windows. Imaging MacBook’s we used Casper with JAMF support.

CSC for eBay/PayPal - Scottsdale, AZ - Level 2 Desktop Support - 6/11-11/15

This position required me to help manage 500 employees and their assets. Support role includes imaging new laptops, desktops and Developer Workstations. This includes application and software support on both Windows and Mac respectively. Networking support was at times right down to the punch down board in the server rooms. Printer support and replacing some parts on HP printers. Engaged in Win XP > Win 7 OS Migration. Many times, going beyond the scope of support to keep business moving forward. My roles also include asset management, keeping track of stock inventory, always keeping on pace with changing security trends and models. I'm currently a Lync admin, RSA admin, have access and knowledge of Active Directory. I upgraded the N.O.C. with all new IMacs and 27' monitors and also went through the EBay/ PayPal split which was an awesome learning experience. Imaging experience using PXE and UEFI boot for Windows. Imaging MacBook’s we used Casper with JAMF support. This was a SCCM rich environment ensuring the health of all computers in the network.

Perceptis LLC - Phoenix, AZ - Esc Level 1 Technician - 01/07-05/11

nThis Position involved working with dozens of clients doing Help-desk I.T. for the higher education platform. Some of our clients are ASU, Maricopa Community Colleges, Pima Community Colleges, San Diego University, Portland State University and many more. We assist faculty and students with a wide variety of issues such as Login issues, Printing, General pc help, Account issues, Blackboard Learning Environment help, Adding classes, Email support, and much more. We handled a large call volume and we have a very stringent TPT and SLA with our entire client base.

Etelecare Global Solutions – Phoenix, AZ - Level 2 Technician - 12/06 – 1/07

I worked on the Dell project providing Level 2 Tech Support for Dells medium and large business accounts. Level of support consists of complete system troubleshooting down to the component level, configuration of Operating Systems, application support (level one), remote connection to the client machine, e-mail configuration, creating shipment of warranted parts, call logging, providing a great customer experience as best as humanly possible.

Express Scripts Pharmacy – Tempe, AZ - Licensed Certified Pharmacy Technician 09/2003 – 11/06

Fully trained in H.I.P.P.A. privacy act. Over 96% accuracy on verifications.

Intel Corp – Chandler, AZ - 08/99 to 02/03

Responsibilities: I worked in the C-11 facility with the desktop and server motherboard repair group.

I am Familiar with Intel’s values and processes. This facilitywas engineered to find faults in the motherboard and techs would replace diode packs or single failing components and those components were put on a laser guided soldering process of component removal and resolder of new component in seconds time. I have excellent attendance, great attitude and work ethic.

I was in charge of the overhaul and redesign of the new shipping work area. I was also in charge of cross

training 15 peers in the process of the documented and safe shipping of all packages from our site. I was also

in charge of making sure that the transition to Windows NT 4.0 to Windows XP Pro went smoothly and that all bugs, drivers and software were made or forced to be compliant with our needs.

Education

Gateway Community College - 2003

Microcomputer Maintenance II – GPA 4.0

Computer Maintenance I:A+ Prep – GPA 4.0

MS-DOS Operating System – GPA 4.0

Mesa Community College – 2002

Survey Computer Info Systems - GPA 4.0

Skills

Printers, Networks, Modems, Programs, Software Installations, Troubleshooting, Application

support, Specialist in Hardware installation & configuration, Troubleshooting, and Validation.

Ability to locate/solve issues in a systematic and timely manner.

Able to use diagnostic software to analyze and repair microcomputers.

Windows NT 4.0, Windows 2000, XP Home- Professional. Windows 7, Win 8 & Win 10 & Microsoft Server 2012 – 2016.

Moderate knowledge of Microsoft Office. Expert with Outlook.

Moderate knowledge and use of Google G-Suite and admin functions.

Networking Skills, building, testing, and troubleshooting to the component level.

Skilled in the safe use of hand tools and testing equipment.

Moderate knowledge of Active Directory

Knowledge and experience with Virtual Machines

Moderate knowledge and experience with Mac/Apple products

Moderate experience with the Remedy ticketing system

Moderate experience with Service Now ticketing system.

Moderate experience with Avaya phones, Administrator roles and functions.

RSA Secure ID Administrator

Microsoft Lync Administrator

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