Customer Service Desktop Support

Gerald Betti

Castro valley, CA *****

********@*****.***

http://www.linkedin.com/pub/gerald-betti/5/12/347

CERTIFICATIONS:

Microsoft MCSE Private Cloud and Server Infrastructure Dual Certification:

Monitoring and Operating a Private Cloud with System Center 2012 (70-246)

Configuring and Deploying a Private Cloud with System Center 2012 (70-247)

Installing and Configuring Windows Server 2012 R2 (70-410)

Administrating Windows Server 2012 R2 (70-411)

Configuring Advanced Windows Server 2012 R2 Services (70-412)

Designing and Implementing a Server Infrastructure (70-413)

Implementing an Advanced Server Infrastructure (70-414)

EDUCATION:

Bachelor of Science degree, Computer Science

California State University, Hayward (now known as CSU, East Bay)

EMPLOYMENT HISTORY:

AGREEYA SOLUTIONS,

Pleasanton, CA, August 2022-January 2024

Information Systems Technician II

Contracted to Alameda County Health Services

Disconnect/Reconnect/Cable Maintenance/Post Move Support/Decommission Hardware

Imaging PCs, reconfiguring PC's

Setting up software suites

Installing peripheral drivers

Remote system access via Quick Assist

Changing IP and other PC settings

Logging changes

Maintaining Active Directory Domain accounts

Answering general IT help desk requests over the phone, via e-mail, via Teams, or in person

Provide PC and tablet support

Connecting to user’s workstations remotely to diagnose problems

Properly determining issues that need escalation

Maintaining inventory and database of laptops

Laptop salvage, Hard drive salvage, Hard Drive security wiping

Utilized PDQ for software pushing and Jira for ticketing.

Audio/video and conference room support

PROACTIVE BUSINESS SOLUTIONS,

Oakland, CA, October 2013-August 2023

IT Technician & Lead Tech

Contracted to companies such as Twitter, Visa, Travelers, CapitalOne, LinkedIn, Amazon (including Lab126), BlackRock (Trading Floor), Blackhawk Networks, SF Symphony, and Kaiser Permanente

Disconnect/Reconnect/Cable Maintenance/Post Move Support/Decommission Hardware, Training Hospital Staff in Epic

Disconnecting computer systems (IBM PC and Apple), unplugging monitors, mice, keyboards, etc. Bagging components

Reconnecting single- and multi-monitor configuration computer systems for corporate offices and stockbroker traderoom floors. Connecting monitors, mice, keyboards, etc

Tying down loose cables, keeping workspace safe.

Identifying and fixing IT related issues for recently moved office systems.

Removing computer hardware from decommissioned office space.

KPPACC HealthConnect Epic Training and GoLive

MURTECH STAFFING & SOLUTIONS,

Independence, OH, December 2021-April 2022

IT Technician

Contracted to companies such as Wells Fargo

IT Technician

Return to Office Project

Disconnecting and SpeedPacking older systems

Unboxing components and setting up dual-monitor docking stations

QAing systems for ease of transition of returning employees.

Walking the floors and assisting returning users with computer issues resulting from returning to office after two year absence.

Removing hard drives from decommissioned printers.

WORLDWIDE TECHSERVICES,

Tewksbury, MA, October 2021-August 2022

IT Technician

Contracted to companies such as WWP and RBC Wealth Management

IT Technician

Helping clients connect to network after move to new office

Diagnosing/fixing conference room issues

Lending out hardware (keyboards, mice, ethernet adaptors)

Making physical rounds, informing clients about IT services

OVATION WORKPLACE SERVICES

Summit, NJ 07901, September 2020-July 2021

IT Analyst

Contracted to companies such as Allianz Global Investors

Decommissioned Windows 7 machines, decommissioned systems for terminated employees, upgraded employees to laptops, provided hardware for new hires, installed software, supported trade floor, inventoried stock.

Provided remote support via telephone and Microsoft Teams for home-office users.

Tracked down abandoned Windows 7 systems, removed from DSM and AD, inventoried and stored in supply room.

Recovered hardware from terminated employees, verified no legal hold, removed from DSM and AD, inventoried and stored in supply room. Legal hold stored in separate area until Legal hold removed.

Imaged laptops and installed software to match desktop, confirmed laptop matched old desktop and user’s current needs, decommissioned old desktop.

Imaged laptops and desktops for new hires, installed software to meet user’s needs, connected necessary network drives.

Software installed via DSM to Lenovo hardware on Windows 10 systems.

Provided in-person Technical Support for users onsite.

Used ServiceNow ticketing system

Maintained inventory of desktops, laptops, peripherals, cables, telephony and adapters.

Installed corporate software onto iPhones

inSYNC STAFFING,

Manchester, NH, May 2018-August 2018

Document Processor

Contracted to PG&E

Correction and Clean-up of Improperly Implemented Data Transfer

Editing Excel database

Correcting Metadata

Manual correction of proprietary database

AIG, INC

San Francisco, CA, November 2006-January 2013

Senior Technician

DOCUMENT RETRIEVAL

Providing all necessary documents for various states' Workers Compensation Test Audit programs and same for internal Quality Testing.

Instrumental in printing and saving all documents as PDF files, converting from hardcopy base to paperless office

DATA PROCESSING / DATABASES

Analyzing results of various Bureaus' Test Audit programs

Analyzing results of internal Quality Testing programs

Using Excel (PivotTables, VLOOKUP, HLOOKUP, etc) to sort/analyze data and metadata, including graphs and charts

IT SUPPORT

Though not a member of IT Dept, debugged and fixed nearby systems

Microsoft Office support and tutor

TALENTTREE

San Francisco, CA, May 2003-November 2006

Consultant

Address Checking/Skip Tracing

Insurance Verification

Data entry

Prioritizing and Assigning re-audit requests

METABYTE, INC.

Fremont, CA, June 1997-June 2002

Quality Assurance

Testing and Verifying drivers for video cards & 3D glasses.

QA and Testing of webcam/video conferencing drivers.

Running Microsoft Driver Certification Test Suite

Benchmarking vs competitors products, and testing over-clock failure rate

Maintaining website, including online store

Running shipping department

Phone/email product support for product endusers and OEM vendors

Providing promotional products

HERCULES COMPUTER TECHNOLOGY, INC.

Fremont, CA, September 1992-June 1997

Quality Assurance

Testing and Verifying drivers for video cards.

Support of TIGA Cards, AutoCAD, 3DStudio, and Whip/Heidi drivers

Maintaining BBS/SysOp

Phone/email product support for product endusers and OEM vendors

Product exchange with other tech companies for bug duplication/verification/repair

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