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Customer Service Engineer

Stanton, California, 90680, United States
September 16, 2019

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Malette Magruder

** ******* *****

Stanton, CA **680

Mobile 310-***-****

Education & Certifications

Golden West College – Associate degree in Computer Science

Professional Career Institute – MCSE and A+ Training

Microsoft “Train the Trainer” Course

Software Education of America – MCDBA & MCSD Training

Tech Pros Group Inc. – LAN/WAN Engineer Program

A+ Certified Repair Technician

MCSE – Microsoft Certified Systems Engineer

MCSA – Microsoft Certified Systems Administrator

MCP + I – Microsoft Certified Professional + Internet

Professional Summary

I.T. professional with over seventeen years of experience designing, implementing, and supporting enterprise environments. Broad skill set includes senior level technical expertise with Microsoft server technologies, security issues, and resource management. Self-motivated, pro-active team player, with a proven background of providing superior customer service and solutions through collaboration. Key achievements include:

Restoration of a hazardous materials database, along with associated user profiles, on a crashed server, with zero data loss – March Air Reserve Base

Streamline and administer network wide backups and multiple robotic tape libraries, using Veritas Backup Exec software – 3,000 users

Administer Microsoft SQL and Access databases, create user forms and queries, and provide detailed reports for inventory purposes – March Air Reserve Base

Technical writing and training – Course related texts and workbooks for user training, classroom setup, class instruction, help desk training, and operating systems installation/upgrade instruction documents – March Air Reserve Base

Administration of Remedy Server and Monthly Statistic Reports

Technical Summary

Conceptual and Interpersonal

Network cabling structure design and physical implementation

Technical Troubleshooting and Problem Resolution – through level 3

Sound security practices for Email and Website access

Networking Principles – TCP/IP, DHCP, WINS, NetBIOS, DNS

Documentation and Technical Writing

Project Management

Public Speaking and Professional Presentations

Server Software and Operating Systems

Microsoft Windows Server - NT/4.0/2000/2003

Microsoft BackOffice Server Suite - 4.0/2000

Microsoft Exchange Server - 5.5/2000/2003

Microsoft DOS 6.22, NT 4.0 Workstation, 2000 Professional, XP Professional

Microsoft Windows - NT/2000/XP/7/8/10

Microsoft SQL Server - 6.5/7.0/2000

Microsoft Internet Information Server - 4.0/2000


Server Setup, Configuration, Troubleshooting, and Disaster Recovery

Dell, Compaq, HP, Micron, and independent component assemblies

Network Attached Storage (NAS)

Storage Area Network (SAN)

RAID Adapter/Array Configuration (SCSI, IDE, Serial ATA)

10/100 Megabit and Gigabit-Ethernet (Copper and Fiber)

Cabling, Hubs, Switches, and Cisco Routers

Desktop Applications and Programming

Microsoft Office 97/2000/2003/2007/2010 (Word, Excel, PowerPoint, Access, Outlook, and Front Page)

Microsoft Visio Professional and Enterprise 5.x/2000/2003

Veritas Backup Exec

McAfee VirusScan, Norton Antivirus Enterprise

Visual Studio 6.0

Swish (similar to Flash)


Randstad Jul 2017 – Jul 2019

Contracted to Wells Fargo


Service Desk Call Center - Support for Wells Fargo Employees to Level 2

Documentation of call/Email issues through Remedy PAC 2000 Ticketing System

Authoring "How-To" documents for both Service Desk and Employees

Installation of licensed software and documentation of Assigned Licenses

Collaboration with Service Desk team to resolve issues

Escalation of issues to appropriate departments

Insight Global Aug 2016 – Mar 2017

Contracted to Molina Healthcare


Service Desk Call Center - Support for Molina Healthcare Employees/Customers to Level 2

Documentation of call/Email issues through Service Now Ticketing System

Authoring "How-To" documents for both Service Desk and Employees/Customers

Installation of licensed software and documentation of Assigned Licenses

Collaboration with Service Desk team to resolve issues

Escalation of issues to appropriate departments

Solugenix Nov 2007 – Jun 2016

Contracted to OneWest Bank (A Division of CIT Bank, N.A.)


Compile data from Remedy Ticketing System for Monthly/Quarterly/Annual Reports

Administer Help Desk & User-Facing Knowledge Bases in a SharePoint environment

Author Solugenix and Help Desk Policy and How-To Documents

Microsoft Access Database Administration

Recipient of Help Desk Team Player Award

Help Desk Call Center – End User support (Tier I through III)

Executive Support – Troubleshoot/Resolve software/application issues, install/upgrade software, configure VoiceMail, Outlook/Excel/Access/PowerPoint/Word training

Ameriquest Aug 2005 – Jan 2006

Orange, CA


Desktop support through Tier III

Laptop and desktop setup using imaging software, and in-house software installation packages

Software licensing and procurement – interaction with various software vendors

Compliance administrator for Peregrine trouble ticket resolution

Technical writing – “How To” documentation for desktop applications, administrative software, licensing, and Peregrine compliance reports

ACS/GSG Dec 2001 – Jun 2005

March Air Reserve Base, CA


Administer LAN/WAN for 3,000+ Users and 60+ Servers in a Microsoft environment with NT 4.0/2000

Administer network-wide Backups

Administer Microsoft SQL Server and Access databases

Program forms, using Visual Basic, to allow user interaction with databases

Help Desk support and training through Tier III

Write curriculum and texts for base-wide computer training/certification, and provide classroom instruction

DataTrax Nov 2000 – Oct 2001

Lafayette, CO


Install proprietary software on computers configured with Microsoft NT 4.0

Install associated hardware, software, connector wiring, and cabling

Trouble shoot non-communicating devices

Configure LAN/WAN networking

Program devices for Forseer software

Install and Edit associated Forseer Client software

Troubleshoot computer hardware problems

Interact with customers, vendors, and contractors

Extensive travel throughout the continental US

Platt College Oct 1999 – Sep 2000

Newport Beach, CA


Provide classroom instruction for all MCSE and A+ courses

Teach Digital Electronics and Data Communications

Assist with writing course curriculums

Advise Director of Education on new textbook selection

The van der Roest Group, Inc. Apr 1999 – Sep 1999

Orange, CA


Configure all Servers and Workstations

Build and maintain computers

Optimize computer and network functions

Integrate Telephony and Networking technology

Install hardware – hubs, routers, CPU Switches, and cabling for both networking and telephone systems

Manage Frame Relay and DSL internet connectivity

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