Desktop Support Specialist

Michael A. Morales

Orange, CA ***** 714-***-****

**************@*****.*** www.linkedin.com/in/michael-morales43

desktop support specialist

Enthusiastic, analytical, and solutions-driven professional with comprehensive experience in providing and supporting new business systems from corporate environments with remote support and LAN / WAN hardware and software. Known for expertly building rapport with customers while working with people from all professional levels. Relentless while issue are pending. Demonstrated superior written and verbal communication skills –presenting, and listening. Leads teams by example and objective, utilizes strong facilitating and training expertise to educate coworkers, clients, and managers.

Technical Experience

Platforms: Windows 7, 10, 11, UNIX Chrome Book, Windows Server 2008-2019

Applications: MS 365, Service Now Ticketing System, JDE, DocuSign, SalesForce Lightning, Jira

Databases: Access, dBase, MySQL, AS400, SalesForce CRM, Oracle CRM

Tools: Norton Antivirus, Ghost, Paragon, Cisco VPN, SMS

PROFESSIONAL EXPERIENCE

Allied Digital Services LLC 2020 to 2022

Desktop Support Anthony Tran

Perritus 2022 to 2023

DSM Engr L2 Ryan O’Neal

OSI 2023 to Present

DSM Engr L2 Lloyd Chamberlain

LENNAR CORP., Irvine CA 2017 TO 2019

.CRM Support Software Specialist

Transitioned from Oracle to Salesforce administrator as company switched from one software to another

Assisted New Home Consultants (NHC's) with the user interface of Salesforce Classic & Lightning, Docusign, on W7-10, iPad and iPhone platforms.

Created new user accounts, assigned rights placed in appropriate groups setup SMS

Once the NHC's sold a home a new Identification number was placed on their account in SFDC

used Service Now (Snow) to log tickets to use as a resource in answering questions never encountered and provide management with reports regarding Service Level Agreement (SLA)

Provided step by step training over the phone to assist NHC's in speeding up their ability to process new buyers

SCANTRON CORP., Santa Ana, CA 2010 to 2016

Technical Support Specialist I

Answered incoming support calls from public schools and universities, walking callers through accessing reports and student data.

oProvided train-the-trainer to other technicians on use of proprietary software and hardware, providing technicians at different locations competence to educate and assist other technicians in use of software.

oContacted Development Group, notifying of software issues that needed remediation.

oCoordinated server hardware installations and upgrades, resulting in a secured, renovated server room with cooling system.

oLed team in the use of the Remark OMR Survey software package and maintaining the companies Service Level Agreement (SLA)

Education

Associate of Arts (AA), Business Administration, Cypress College, Cypress, CA

Toastmasters International (Founder’s District) – Distinguished Toastmaster (DTM)

Technical Certifications

Lotus Notes Systems Administration 1 v 8.5 Toshiba, Irvine CA

Network + COMP001020024785 Toshiba, Irvine CA

TMTT / TCT ID# 907512 Toshiba, Irvine CA

Novell Administration 4.11 CNA ID# 9635299 Toshiba, Irvine CA

A+ Certification Toshiba, Irvine CA

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