Desktop Support Manager
Resume:
Samuel Angervil
Hayward, CA 94544
**************@*****.***
OBJECTIVE: To obtain the kind of job that will allow me to grow and be productive to the highest level. To give good quality of service and to obtain a position that will enable me to use my strong organizational skills, IT expertise, and ability to work well with people.
Skills
Operating System: Microsoft Windows XP/Vista/7/10, Android, iOS, Mac OS, Windows, Linux
Computer Applications: Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
IT Skills: Networking DHCP/DNS, TCP/IP, Remote Desktop, VPN configuration, Active Directory, audio/video, CUCM (Cisco phone extensions), CUCA (Cisco voicemail), VoIP IP phone configuration, computer reimaging, computer hard drive encryption, Windows Server 2016, printer configuration and management
Cloud Based Applications: Microsoft Office 365
Typing: Type 45 WPM
Interpersonal: Customer focus, good customer service skills and rapport, friendly, attentive, responsible, and dedicated
Professional Experience
Revolution Technologies/Lexmark/Apple, Sunnyvale, CA September 2019 – January 2021
Site Operations Manager
As Site Operations Manager my responsibility is to manage, install, and configure Lexmark printers for Apple Inc.
Setup network configurations for printers, DHCP/DNS, TCP/IP
Troubleshoot printer issues, print quality issues, mechanical issues
Mac and iOS environment
Deliver first and second level deskside and remote printer triage service to Apple employees
Utilize ticketing system to resolve printer issues submitted by Apple employees
Coordinate with technical services to open Lexmark break/fix service call tickets for incidents requiring parts repair
Utilize remote operator panels to manage printers and troubleshoot printer issues remotely
Track and place toner and parts orders for printers
Remove hard drives from lease expired printers for RMA (Return Merchandise Authorization)
Set up pick up of lease expired printers that were going back to Lexmark for RMA
On Lok, Fremont, CA June 2017 – September 2019
Desktop Support Technician
Provide computer IT related assistance to users and document tickets via Helpdesk Central
Troubleshoot and resolve Windows related issues and some Mac
Create how to guides for users in our knowledge base website
Troubleshoot issues in Microsoft Office programs (Word, Outlook, Excel, PowerPoint)
Service printers, order printing supplies when needed (toner, waste toner, etc.)
Set up fax to email on fax/printers, configure printers
Active Directory management (user account management)
Manage Windows 7 and 10 related issues
Adding Office applications and relevant applications to mobile devices
Troubleshoot networking issues (DHCP/DNS, TCP/IP, VOIP, printing services)
Reimaging computers/laptops and deployment
Cisco Unified CM Administration (CUCM) for setting up/managing IP phone extensions
Cisco Unity Connection Administration for setting up/managing voicemail
VPN configuration
Hardware installation implementation
Build, troubleshoot and upgrade computers
Hard drive encryption
Windows Server 2016
Provide audio/video support for conference rooms
Asset inventory management
Ascension Insurance, Walnut Creek, CA November 2016 – June 2017 Technical Support Analyst
Supports approximately 500 users in a Windows 7 OS, Server 2008
Data recovery and data migration
Hard drive decryption
PC deployment
Provide audio/video support for conference rooms
Resolve printer issues
Unity Voicemail setup
VoIP IP phone configuration
VPN configuration
Microsoft Office Suite and Windows 7
Mac OS support
Windows Server 2003/2008
Image creation and deployment
Build, troubleshoot and upgrade computers
Hardware installation implementation
Troubleshoot printer issues, Outlook issues, issues with other work related programs
Office 365 Portal email distribution configuration through Exchange Admin center
New hire profile setup and employee profile terminations
Active Directory use for password resets and creating and editing employee profiles
Set up and operate webinars for employee groups and executives
Set up a wireless access point
Unitek College, Concord & Fremont, CA June 2016 – October 2016 Helpdesk Technician
Create new user profiles using Active Directory for new employees and give permissions
Reset passwords using Active Directory
Resolve printer issues, order printer supplies
Uninstall and reinstall computer desktops
Use of remote desktop
Set up videoconferencing sessions for groups, provide audio/video support for conference rooms
Set up new laptops for employees and make sure they have necessary programs and ability to work from home
Troubleshoot internet connectivity issues
Troubleshoot computer related problems throughout the school utilizing a ticket system (Service Manager Console)
Alclear LLC (CLEAR), San Francisco, CA January 2014 – June 2016 Tech Ambassador
Escort CLEAR members through the private CLEAR security checkpoint lane; promote and sell CLEAR memberships
Promoted to Tech Ambassador on 2/29/2016
Troubleshoot verification and enrollment computer kiosks utilizing proprietary software tools
Troubleshoot network connectivity issues
Maintain inventory updates on all CLEAR kiosk computer equipment in the airport
Perform preventative maintenance on all CLEAR kiosk computer equipment
Education
Unitek College, Fremont, CA September 2014 – June 2015
Desktop Support/IT Technician
Projects completed:
Desktop Support for Repairs and Configurations of Windows 7 & 8
oInstallation of operating system, RAM, video card, and antivirus
Troubleshoot Various Laptops
oClean the operating system utilizing antivirus software
oSet user access control
Windows Server 2012 R2 Installation
oCreation of a company and its domain of 100 employees
oCreate a hierarchical structure with departments, organizational units, and groups
oManage employees in Active Directory with group policies, permissions, and passwords
oConfigure DHCP and DNS settings to start service
oInstall and manage network printers
oBuild independent private networks
West Valley College, Saratoga, CA August 2005 – January 2006
De Anza College, Cupertino, CA September 2001 – June 2005
Wilcox High School, Santa Clara, CA August 1997 – June 2001
Degree
A.A. Degree (De Anza College) June 2006
High School Diploma (Wilcox High School) June 2001
Externship
The Cheap Squad Inc, San Jose, CA May 2015 – August 2015
Fix computers and laptops that had viruses and that were running slow
Run computer antivirus software and antimalware software
Disassemble computers and laptops to repair and reassemble them
Fix computer and laptop hardware issues
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