Desktop Support Technician
Resume:
Mar Anthony Billedo
San Francisco, California, 94112
***********@*******.***
Summary
Employment History
I am an experienced and knowledgeable Information Technology professional with 14+ years of hardware and computer experience. I work well independently as well as in group setting where I am skilled at contributing to the team. I am adept at providing all facets of computer support such as troubleshooting, installations and maintenance. Technical certifications:
CompTIA A+ certification
Idemia-NSS
Field Service Technician
San Francisco, California
October 2003 - Present
Provide maintenance and technical support for various computer equipment (passport printers, IBML scanners and Lexmark printers)
Experience using Remedy and other ticketing systems Maintain inventory for copy machine and printer supplies Provide equipment recommendations to upper management to increase productivity levels within the agency Create and modify user accounts in Active Directory Monitor network system to prevent any issues that can adversely affect operations Provides end-user support Services. Responds to and resolves trouble ticket assignments for desktop support within established service level agreements
Provides direct, in person support to end users for hardware and software issues Troubleshoot hardware issues related to desktops, laptops, printers and peripherals Researches computer issues and help provide solutions to other desktop support administrators when needed. Maintains and updates documentation for procedures used to resolve issues. Provides very detailed documentation indicating specific steps taken, including screen shots
SBC Pacific Bell
Systems Technician
San Francisco, California
April 2000 - November 2001
Provision Digital Subscriber Line at customers phone box prior to installation of DSL Install DSL wiring from outside phone box to customers phone box Troubleshoot and resolve voice and data cabling issues Install and test DSL equipment and software on customers computer SBC Advanced Solutions Inc.
Call Center Representative
Dublin, California
April 2000 - November 2001
Experience with Nortel ACD phone systems
Provided first level customer support for DSL issues Created trouble tickets for escalation to Tier 2 Support Used emulating software to properly determine issues with the customers DSL line remotely Education
Micro Computer Support Inc.
Computer Technician
San Francisco, California
December 1998 - April 2000
Assemble and customize PC and Apple computers per users request Install computer hardware (hard drives, video card and memory) Configure various computer peripherals on multi operating system environments Use Ghost and other hard drive imaging software to image multiple computers Provide delivery and setup of workstations and peripherals at customer locations Heald College
Associates Degree
San Francisco, California
Graduated
August 1998
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