Paul Terrazas, A+

Technical Summary

Experienced Desktop Support Specialist and Computer Service Technician with a demonstrated history of working in the IT industry.

Skilled in Windows 10, Office 2019, O365, Technical Support, Help Desk, printer repair, iOS, iTunes, smart phones, VoIP phones, and Software Installation & repair. Windows 11 training under process.

A+ Certified and holds an Associate of Science (A.S.) degree focused on Electronics Technology from the National Education Center (NIT).

Holds excellent communication and interpersonal relationship skills and enjoys helping with IT needs.

Install and Support Microsoft Windows Operating Systems: 10, 8, MSDOS and VPN Cisco AnyConnect, MS Teams, Cisco Webex.

Install, Configure and Troubleshoot Networking Software: TCP/IP, IPX/SPX, Ethernet, VoIP, and DHCP.

Networking Hardware: Hubs, switches, routers, Linksys, Cisco, video teleconferencing equipment.

Install Groupware, Desktop Products, Browsers and Anti-Virus: MS Office 2016 through O365, SharePoint, MS Exchange, Outlook, MS Mail, Lotus Notes, GroupWise, cc: Mail, WordPerfect, Oracle and IBM DB2, Hyperion, IBM Rational Suite, Adobe Acrobat, Zscaler, Cylance, McAfee, Trend Micro, Norton Utilities, Waterford Early Reading, Intune, Endpoint and BitLocker Encryption.

Various Utility Packages: Active Directory, SCCM, SMS Remote Control, PC Anywhere, VMWare, Citrix Workspace, Ghost, PXE boot, NetIQ, Deep Freeze.

Communication and Terminal Emulation Software: Rumba Office, Pro Com Plus, WRQ Reflections 7, Attachmate Extra 6.5, PICIT, Peregrine Systems, Service Now, Remedy, Eclipse Service Management.

PC hardware: Assemble, configure, operate and troubleshoot. HP, Compaq, IBM ThinkPad, Lenovo, Dell, Toshiba, Sony, DEC, Apple iPhone, Palm Pilot, Blackberry.

Printers and scanners: Diagnose, repair, maintain Lexmark, Konica Minolta, Xerox multi-purpose network printers, HP inkjet/laser printers, Visioneer, Fujitsu scanners and RF hand scanners.

Education and Certifications

A.S. in Electronic Engineering Technology, National Education Center, East Los Angeles Community College: Liberal Arts

HP LaserJet Professional Service

IBM Authorized Service Technician

A+ Certified

Professional Experience

Los Angeles County (Adecco Group), City of Industry, CA February 2024 – March 2024

Field Service Technician

Setup and breakdown equipment in Election Voting Centers throughout LA County as per protocols.

Handle all materials and equipment in following the scope and logistic procedures.

Using computer skills in setting up and supporting, then storing electronics, iPads and tablets every day.

Traveling to multiple voting centers from a central Call Center.

Helping Voting Center Workers with any questions they have regarding the equipment and procedures by phone from the Election Call Center.

County of Orange (SAIC/CompuGain), Santa Ana, CA April 2019 – Dec 2023

Field Technician III

Providing the front-line support to VIP’s and end users who call a service desk to create Service Now tickets for installing software, making repairs and troubleshooting computer systems, docking stations, scanners and printers, also performing IMAC’s.

Assisting with IT department upgrades and directives by making changes to operating files and setting up computer equipment for monitoring or testing purposes.

Imaging new computers and setting them up according to defined policies. Participating in hardware refreshes and special projects after hours or on weekends.

Setting up network printers so users can scan documents to email to themselves and determining VoIP issues with desk phones, as well.

Maintaining VPN’s, resolving web-based application issues, various security software, keeping service level agreements and customer satisfaction by interacting with different IT groups, by phone or at the deskside.

Presbyterian Intercommunity Hospital (Allscripts/Digital Intelligence Systems), Whittier, CA Feb 2019 – Apr 2019

Desktop Technician

Working on a desktop team of over 10 technicians to deploy and refresh various PC’s, including laptops by imaging hard drives and complete systems. Working with the SCCM server to complete and update the images.

Keeping an inventory and records of various images of specific models and helping where whatever is needed. Organizing the warehouse and stock of IT equipment

United Talent Agency (Ledgent-Roth Staffing), Beverly Hills, CA Jan 2019 – Feb 2019

Desktop Technician

Using Windows Azure and SCCM to image computer system with Windows 10 and a company standard suite of applications. Setting up and configuring the systems with the client’s Outlook email, mapping network printers and drives.

Deploying the computers according to the appointments made with the users. Making sure their data is available from the old systems and having the client check to verify that all their data was transferred. Staying on a schedule of the migration master plan.

Johnson and Johnson (AtoS/Compucom-eXcell), Irvine/Brea, CA Nov 2018 – Jan 2019

Desktop Support Technician

Working with Atos, a French Outsourcing company on a migration project using PXE boot imaging and building laptops using a SCCM server to install software.

Working with the Site Delivery Manager and the schedule she created to speak with the end users to go over the process and transfer their data on their new laptops.

Mapping the network drives and printers are connected and making sure the standard applications are configured and working.

Delivering the new laptops back, reviewing the upgrade process, troubleshooting and resolving any issues.

American Honda Motor Co. (CompuCom-eXcell), Torrance, CA May 2018 – Jun 2018

Desktop Support Technician II

Receiving requests to prepare Dell computers and equipment to deliver or ship out through the Remedy ticket system and working with the asset management team to acquire what’s necessary to complete the task. Upgrading and reimaging desktops and laptops via a PXE server and using SCCM to push assigned software to the computers.

Providing desktop support by phone and remote control or deskside support for software or hardware issues or questions.

Upgrading monitors, RAM and SSD and fulfilling computer equipment move or return requests.

Working with the Legal Dept. doing data migrations using Ghost to create ISO files.

Toyota Motor Sales (Spencer Reed/Northrop Grumman/SAIC/Zycron-BGStaffing),Torrance,CA Jul 2005–Apr 2018

PC Support Technician/Field Technician II

Working in a fast-paced campus environment including the largest Toyota warehouse in the nation providing 4000+ end user executive support on hardware and software issues

Diagnose, upgrade and reconfigure systems, printers and PDA’s using remote control software as much as possible.

Helping the caller to resolve problems, like network connectivity, email, re-imaging, IMAC’s, ordering and other PC related requests.

Collaborating as part of a team along with the help desk, administrators and other IS groups to implement resolutions. Activating smart cell phones and setting up video conferences

Ship parts and process RMA’s as well as help monitor inventory

Responsible for keeping a detailed record of progress and solutions of problem tickets.

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