Desktop Support Technician

MICHCAIL A. PUSEY 415-***-****

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

San Francisco, California

linkedin.com/in/michcailapusey

Customer-centric, organized, and reliable IT Support Technician with more than a decade of hands-on, technical support experience throughout a wide array of industries. Effective communicator and approachable team player with a mission to delight customers. Motivated by challenges and engaging out-of-the-box thinker that possesses the technical expertise to align business goals and customer needs with innovatively engineered solutions. FIELD SUPPORT TECHNICIAN

EXECUTIVE SUMMARY

EDUCA TION

CITY COLLEGE OF SAN

FRANCISCO

Fundamentals of Technical Support

Certificate

PROFESSIONAL

CERTIFICATE

2019

FIELD SUPPORT

TECHNICIAN

Nov. 2019 – Mar. 2020

STANFORD MEDICINE & HEALTH CARE – PALO ALTO, CA

§ Deliver hands-on L2 and L3 support for all end-user technology and network equipment

§ Respond to and resolve more than 80+ IT issues per week via service Now ticketing system

§ Execute onsite installation, configuration, repair, and maintenance for 250+ Mac and PCs

§ Troubleshoot and upgrade network connections, cables, software and hardware

§ Diagnose and resolve escalated service delivery issues while engaging IT customers to communicate issues to the appropriate stakeholders HELP DESK

ENGINEER

Jul. 2018 – Jul. 2019

IMPERVA INC – REDWOOD CITY, CA

§ Instructed 1000+ global employees on how to troubleshoot and repair minor IT issues

§ Collaborated across various teams and departments to maintain key connections

§ Identified and troubleshot end-user technical issues in software applications and hardware

§ Oversaw inventory management to optimize purchasing for IT Help Desk related issues PROFESSIONAL CONTRACTOR EXPERIENCE

DESKTOP

SPECIALIST

Oct. 2017 – Jun. 2018

MOODY’S ANALYTICS – SAN FRANCISCO, CA

§ Closed 90% of software-related tickets daily, troubleshooting issues on laptops, peripherals, communication devices, network connections, and software applications

§ Delivered specialized IT support and equipment upgrades to 550 customers

§ Coordinated joint efforts with external IT teams like Dell, Microsoft, and Avaya to identify and resolve outstanding software and hardware issues

§ Applications: Office 365, C rashPlan, Adobe Creative Suite, SCCM,VMWare, Oracle, McAfee Encryption,

VPN, JAMF, Salesforce, PXE Deployment

§ Ticket: Service Now, Zendesk, Remedy

§ Workstations: MacOS, Lenovo, Dell, HP, IPhone, IPad, Android

§ Telecom: Cisco WebEx, AV systems, S lack, Skype, Zoom, VOIP, Avaya, ShoreTel

§ Network: TCP/IP, DNS, DHC P, Server Room

§ IT Support: Slack, Google Suite, C itrix, Lync

§ User Account Setup: Active Directory, Exchange

TECHNICAL SKILLS

SYSTEM / TECH

SUPPORT TECHNICIAN

Apr. 2017 – Oct. 2017

GAP INC. – SAN FRANCISCO, CA

§ Installed, mounted, and repaired the software and hardware of 100+ desktops

§ Delivered desk-side technical support to optimize multiple environments, successfully closing 95% of tickets daily and completing a new software upgrade for 170 customers

§ Conducted monthly analysis of inventory to assess and predict future replacements

§ Metropolitan Transportation Commission: Help Desk Technician, Finance Admin (Jul. 2016 – Mar. 2017)

§ UCSF Medical Center: Programmer Analyst, Field Services Contractor (Apr. 2016 – Jun. 2016)

§ Brocade: Desktop Support Analyst (Feb. 2016 – Mar. 2016)

§ City & County of San Francisco and SFPD: Desktop Specialist Contractor (Feb. 2015 – Jul. 2015)

§ Covenant Care: Desktop Support Contractor (Jan. 2015)

§ Bayer Health Center: Desktop Support and Asset Manager Contractor (Mar. 2014 – Jan. 2015)

§ TechMission: Service Manager Consultant (Sep. 2013 – Feb. 2014)

§ Sprint: Technician Services Consultant (Jan. 2013 – Sep. 2013)

§ Berkshire Hathaway Homestate Companies: Desktop Support Contractor (Jan. 2013)

§ Blue Shield of California: Desktop Support Contractor (Feb. 2012 – Jul. 2012) YEAR UP – BAY AREA

Completed intensive 6 month IT training

and consecutive internship

DIPLOMA

PROGRAM

2012

RELEVANT WORK HISTORY

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