It Support Customer Service

RAFAEL XOLOCOTZI

*** **** ******** *** # * San Mateo, CA 94401

415-***-**** **********@*****.***

IT: TECHNICAL SUPPORT

Pragmatic technician with distinguished experience leading system engineering/administration operations, system deployment, and process engineering for turnaround and high-growth organizations. A skilled, driven, and practical technical support professional with extensive expertise in installation and software and hardware repairs. An analytical, creative and organized professional who brings a fresh approach to technical support and network administration. Delivers charismatic and straightforward leadership to the workplace environment. Has consistently demonstrated the capacity to work independently as well as with teams through excellent communication skills and solid relationship management standards.

● Honed rich expertise in best practices/compliance, installations, networking, technology deployments, system automation, project deployment/rollouts, reporting and tracking.

● Combines a solid history of accomplishments in restoring low performing units to high performance; exhibits confidence and trust in inspiring teams, and possesses strong personal and professional ethics.

● Skilled at learning new concepts quickly and working well under pressure, Core Competencies

Help Desk/Desktop Support Customer Service Computer Software & Hardware Networking Operating Systems Consulting Technical Support Maintenance Installations Network Connections Project Management Technology Deployments & Enhancements Network Security and Reliability Client Relations Training & Development Design & Development Adding Peripherals Hardware Installation Professional Portrait Photographer

EDUCATION AND CREDENTIALS

AAS, Computer Information Technology

Heald College, Hayward, CA

TECHNICAL SKILLS

• Operating Systems: Windows XP/Vista/7/W8/Server 2008/ Server 2012

• Microsoft Office 2003/2007/2010, Windows 2003/2008 servers, FrontPage, SharePoint 2010, Final Cut Pro, Premiere Pro, Photoshop, Microsoft Office Professional Suite (Access, Word, Excel, PowerPoint, Outlook), Adobe Photoshop, Flash, Dreamweaver Web Page, Professional Photographer, Windows Operating System and more….

• Special Skills: Bilingual in English and Spanish

• Core Competencies

Help Desk, Desktop Support, Customer Service, Computer Software / Hardware, Networking, Operating Systems, Technical Support, Maintenance, Installations, Network Connections, Project Coordination, Technology Deployments, Enhancements, Network Security, Patches, System Reliability, Client Relations, Training, Development, System Design, Peripherals, Hardware Installation.

PROFESSIONAL EXPERIENCE

July 2013 – now

LiveLeaf, San Carlos, CA

Computer / Network and Security Administrator

● Maintain Server Small business 2011 adding users

● Computer hardware, software, networks and peripherals to assure the smooth running of computer work stations.

● Investigate, troubleshoot, diagnose and repair hardware, software and network malfunctions.

● Provide technical support to technology users concerning computer hardware and software issues and malfunctions.

● Install, update and configure various software and applications on computers.

● Installed VoIP phones and softphone for remote users and maintain them.

● Monitor, maintain and assure security of network servers as assigned.

● Understand and follow oral and written instructions.

● Work independently with little direction.

● Worked well under pressure.

● Communicate effectively orally and in writing.

● Establish and maintain cooperative and effective working relationships with the team and others.

● Install, configure, modify and maintain entire network build from scratch July 2012 – October 2012

County of San Mateo (Office of Education), San Mateo, CA Computer / Network Technician (contract via AgreeYa Solutions)

● Install, configure, modify and maintain computer hardware, software, networks and peripherals to assure the smooth running of computer work stations.

● Investigate, troubleshoot, diagnose and repair hardware, software and network malfunctions.

● Provide technical support to technology users concerning computer hardware and software issues and malfunctions.

● Install, update and configure various software and applications on computers.

● Perform a variety of network administration activities as assigned.

● Monitor, maintain and assure security of network servers as assigned.

● Meet schedules and time lines.

● Operate computers and peripheral equipment properly and efficiently.

● Maintain various records related to work performed.

● Understand and follow oral and written instructions.

● Work independently with little direction.

● Communicate effectively orally and in writing.

● Establish and maintain cooperative and effective working relationships with others. Edelman, San Mateo, CA

IT Manager and Facilities Manager 2001 – May, 2012

• Managed updating the company intranet for 150+ employee public relations firm

• Managed RT Helpdesk tracking systems and generated, assigned and documented technical resolutions to the knowledge database.

• Performed troubleshooting and issue resolution for Windows XP, Windows 7, Office 2003/2007/2010, VPN, wireless, and network printers.

• Performed computer and printer inventories for annual Microsoft Licensing Agreement and maintenance renewal.

• Worked with Dell/HP sale representatives to pre-configure laptop and workstation models based on staff requirements and created purchase requisitions for new equipment as needed.

• Managed and provide support on Blackberry Palm Pre and iPhones

• Assisted in various projects such as Windows XP and Office 2007/2010 deployment, SolidWorks and Agile upgrade.

• Experience with ticket tracking systems and Polycom video conferencing.

• Supported remote offices via e-mail, phone and through Remote Desktop.

• Disassembled and reassembled laptops and workstations from scratch and replaced hardware peripherals such as LCD displays, motherboards, RAM, hard drives, video cards, wireless interface cards etc. as necessary.

• Provided prompt customer service support via phone, email, and remote desktop to 150+ employees servicing a range of complex IT issues.

• Performed break/fix, troubleshooting and diagnosed hardware, software, networked printer, VPN, wireless and network connectivity issues.

• Responsible for all the printers and copiers, and kept inventory of the supplies needed.

• Re-imaged and managed deployment of new and repaired equipment, including technical support and follow-up via phone and desk-side support.

• Ran and patched network cables to router and client workstation, joining desktop PCs to domain to complete setup of connection to network.

• Responsible for managing key card access to all the employees via the Sonitrol secure access system. Brisbane School District, Brisbane, CA

IT Director 2016 – till Now

● Create, maintain, and support networking components essential to the learning environment of the schools and the business operation of the district

● Configure, monitor, and maintain network hardware and software to provide connectivity for computers, servers, printers, telephones, copiers, and fax machines for students, faculty, and staff.

● This includes both wired and wireless access, and multiple vendors' equipment and Software

● Install, configure, and maintain network applications, software and operating systems

● Install, configure, and manage network switches, routers, and other LAN and WAN network devices

● Monitor and maintain computer network security and antivirus systems

● Maintain data integrity and quality

● Utilize a web-based work order system for technology assistance

● Manage and troubleshoot communication systems and IP telephone systems

● Troubleshoot network software and hardware problems

● Configure, maintain, and update network interface cards, switches, hubs, and network resources, including servers and printers

● Communicate with vendors for equipment specifications and maintenance recommendations

● Maintain user and group accounts in a secure environment

● Ensure the security of data district-wide by performing the appropriate backup procedures Recommend network standards and procedures

● Coordinate the development and implementation of IT policies and Technology Plans Administrator of all district servers

● Establish and maintain technology inventories

● Ensure compliance with software licensing requirements

● Plan, coordinate, and execute migration of data and information within and across

● systems/subsystems

● Oversee student and staff information, assessment, and accountability systems Serve on district and school site technology committees

● Perform hardware and software upgrades as necessary

● Manage Internet Protocol v4 addressing, Domain Name System for .org/.edu domain, Dynamic Host

● Configuration Protocol to allocate and distribute IP addresses

● Maintain and troubleshoot analog and digital bell systems

● Establish and maintain effective working relationships with the administrative team, outside agencies,

● technology committees, vendors, students and teachers, etc.

● Comply with all applicable federal, state, local, and board rules, policies, regulations, and laws

● Identify, consolidate, and integrate new technologies with legacy systems; oversee research and evaluation of hardware and software compatibility, serviceability, design and performance; and recommend vendor contracts covering the acquisition

● Systematically plan for the development and implementation of new, efficient, and effective operating systems that maximize District resources

● Direct development and evaluation of major software, technology, and telecommunication purchases

● Design, install, test and document new networking systems

● Oversee network change management

● Collaborate with peers across the county in committees, work teams, and advisory groups to help

● support the vision and mission

Contact this candidate