Active Directory Customer Service
Resume:
Mike Carreon
Upland CA. *****
*****.*****@***.***
SUMMARY
Dependable, reliable, dedicated, ability to communicate effectively with technical and non-technical users. Bi-lingual, Spanish.I have over 20 years’ experience of technically supporting end users. Have the skill, compassion, patients, understanding, conflict-resolution, able to troubleshoot software and hardware. 13 years on a high volume national helpdesk supporting outside sales reps with laptops, and customer end users via 95% phone support. Very strong interpersonal skills. Able to work on my own, or on a team. Able to multi-task in a fast-paced stressful environment in a calm professional expedient manner with a smile. Composure to work under pressure. I have learned and supported proprietary applications.
PROFESSIONAL EXPERIENCE
Kaiser Permanente Hospital Riverside August the 26th 2019 to the present
IT/Refresh
Rehired for another two year contract to perform same duties as before.
Citrus Valley Hospital Partners (Emanate Health) April 2nd 2019 to August 23rd 2019
IT
Provision All in One computers. Setup network setting. Would go in-between 3 different hospitals to setup computers. Resolve tickets. Would have to move quickly and correctly when rolling out computers within a department.
Assemble and Setup mobile carts for deployment.
Flexible to go between hospitals to deploy computers or resolve tickets within the same day.
Trouble shoot Fujitsu scanners.
Join computers to our domain.
Kaiser Permanente Hospital Riverside December 5, 2016 to December 7, 2018
IT/Refresh
I was provided a list of computers that are out of lease. My job is to find these computers and replace them with new ones, making sure that printers, programs, mapped drives, card readers, signature pads, credit card machines are transferred to the new computer.
When the IT department has too many tickets, I will be assigned tickets to handle.
In this position you must deal with Doctors and nurses that are caring for patients, so getting the problem solved correctly in a timely manner is of the upmost importance.
American Quality Assurance August 1, 2016 to December 2, 2016
Customer Service
I process PDF files of light fixture drawings at times making slight corrections or notations of needed corrections. Creating one file of many drawings.
I create spread sheets to send out job quotes.
I interact with sales reps out in the field in the United States, and via email interact with our supplier factories in China.
MemaLLC – Mr. Rooter/Rooter Hero December 29, 2014 to July 29, 2016
Supervisor of the Dispatch Department / IT Support / Customer Service Manager
I Supervise the Dispatch Department. I manage my team in working the dispatch boards for 12 offices in three states.
I over see that my team is properly scheduling for customers calling in for service and matched to available techs. I also make sure that they are adhering to proper company procedures in inter acting with customers, and the dispatching of techs to the calls for service.
I make sure that my department is meeting the needs of the offices. I inter act with the office managers and their logistic coordinators to make sure that we assist in managing their local dispatch board when needed.
Both the Customer Service Department and the Dispatch Department use Service Titan for imputing customers request for service and scheduling for service. I make sure that there are no issues with Service Titan, if so I contact Service Titan to resolve any issues.
I am responsible for IT issues at the corporate office.
Thru Active Directory I create new email accounts. Reset email account passwords. Delete email accounts for the corporate office. I update/create email groups. I trouble shoot any email issues that the remote offices may have with their office personnel and out in the field plumber technicians.
Resolve any desktop issues at the corporate office.
I am actively converting written forms to electronic forms in Msword, Excel, and Outlook.
I setup desktop computers to network printers.
I manage our Inter-Tel phone system extensions. I edit extension names, reset voice mail passwords, or create a new voice mailbox.
I am the Customer Service person. All complaints are directed to me. I try and resolve any customer complaints by contacting the customer, plumber technician, office manager, and the operations manager for that area if needed. I have the authority to issue customer refunds.
Mercury Insurance July 7, 2014 to December 19, 2014
Customer Support
I took calls to reset passwords, and trouble shoot account issues for their 4 proprietary POS programs on a national call center. Must strictly follow procedures for resetting passwords. All calls are entered into their ticketing program.
Handle requests from their ticketing program Service Now, and ITRAC, to add new users, delete users, change users roles on three other regional computers. Add/remove users to groups in Active Directory. Add/remove users in Outlook groups. All steps taken must be documented in ticket.
Through Service Now I route tickets to the proper group for resolution
Riverside County Office of Education March 5, 2014 to June 4, 2014
Information Technology Support – Windows 7 Implementation Project
Migrations from XP to Windows 7.
Set BIOS setting to County standards on new or reimaged computers. Install their image on new computers.
Troubleshoot any errors with imaged computers.
Work on a team implementing new Windows 7 computers to Riverside County Schools through out Riverside County.
On site install any printers, or any peripherals, and programs if any to new computers.
Assist resolving trouble tickets on help desk.
One Day Paint & Body Torrance, Ca. Sept. 30, 2010 to Oct. 25, 2013
Help Desk / IT
Supported proprietary POS invoicing program for 22 shops via phone.
Remotely troubleshooted any problems at each shop with desktop computers, external hard drive, printer, modem, router, and internet connectivity.
Remoted to shops using PC Anywhere or VNC to correct any issues.
Provided training for new, or existing shop managers for our proprietary invoicing program, or word, excel, outlook express, and Windows.
Converted many paper forms to electronic in both word and excel for shops.
Set up Windows scheduler at each shop to run executable file to create a daily sales file.
Created scripts in PC anywhere to uploaded monthly discounts, or any program changes to each shop.
Would generate a daily sales report showing data for all shops each morning for the vice presidents, and president.
Using MS Access I would extract data from a shop to generate a report showing from what zip code the customers came from.
oCreated report to show when the last time a wholesale customer brought in a car.
oCreated report of retail customers who had work done the last two months. This report was given to the customer service department for callbacks.
Would at times help out customer service in resolving issues with irate customers.
Serviced, rebuilt laser printers for both the shops and the corporate office.
Responsible for purchasing, and configuring desktop computers for both the shops and the corporate office.
Responsible for buying and stocking toner for both shop, and corporate laser printers.
At the corporate office I setup new users on the network, and created email accounts.
Setup fax program at warehouse to receive faxed orders in electronic form.
Setup fax program for corporate receptionist to be able to broadcast faxes electronically.
US Foodservice Santa Fe Springs, Ca. Jan. 1995 to March 31 2008
Sales Force Automation Support Technician/Analyst
Supported a national sales force, and customer base via phone with a proprietary ordering program. Fast paced taking one call after another.
Troubleshooted laptops, PCMIA modems, and printers via phone support.
Provided after hours, and weekend on call support.
Worked with local division IT, and national mainframe help desk to resolve issues.
Project manager for roll out of software and hardware to Marie Calendars, Claim Jumpers and other non-chain customer in southern California.
Traveled to other divisions to provide group or one on one training.
Traveled to other divisions to roll out new laptops and software.
Used Remedy to track tickets.
Worked with programmers to resolve program issues.
Retrieved data from each division imported into MS Access, then created reports in excel.
EXPERIENCE
SOFTWARE HARDWARE
Dos 5 & 6.22 MS Excel Pen top Computers
Windows 95 MS Access Laptop Computers
Windows 2000 MS Word Desktop computers
Windows XP MS Power point Hard Drives
Windows 7 Remedy Printers
Outlook Express ProComm Plus Wireless air cards
MSoffice 2003 PC Anywhere PCMCIA Modems
Msoffice 2010 VNC Service Titian
Msoffice 2016 Dbase IV Snappy Fax
EDUCATION
Mount San Antonio College: Three years study in Microsoft basic programming, Dbase, and Lotus.
Fullerton College: Studies in a Novell network. Various other classes in Microsoft Access.
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