Desktop Support Computer Technician

Russell F. Rodriguez

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

‘Www.Linkedin.com/in/ItServiceDeskProfessional’

Professional IT Technician / 707-***-****

•SUMMARY

•Information Technology professional with over 10 years of IT industry experience.

•I am attentive to detail and am a creative problem resolver.

•Excellent people skills and strong documentation skills.

•Proficient with Microsoft Windows 7 & 10 desktop operating systems.

•Experienced supporting Microsoft Office 365.

•Strong customer service skills focused on delivering Excellent IT Service experience.

•Experienced with ServiceNow, Remedy & other IT Service Desk Support Systems.

•Adept at monitoring Help Desk ticket queues; resolving and escalating incidents within SLA.

•Experienced with HP, Lexmark, Ricoh, Xerox, and other brands of multifunction print devices.

•Excellent relationship management skills with all levels of staff.

•Leader & Participant in IT Bridge Calls with local and remote staff.

I’m a versatile & purposeful professional, with 10+ years as a Help Desktop Technician, delivering excellent people & technical skills.

I build strong healthy relationships with clients and team members. I deliver desktop support, solution to problems and analytical

thinking skills. I offer clear communication & strong technical problem resolving skills, gleaned from Banking, Energy, Finance,

Healthcare, Insurance, Manufacturing, and other industries.

MY EXPERIENCES and ACHIEVEMENTS

From: 04/20/2022 – 05/31/2022

Employer: 22nd Century Technologies, Inc.

Client: Sacramento County Center

Role: IT Workstation Technician

•Performed a narrow range of system support duties in an IT Service Desk environment.

•Provided specialized information technology support related to department-specific applications and computer equipment.

•Provided help desk assistance and technical support for issues affecting end users, such as software problems, network, or hardware issues. I provided first and second level assistance to customers; verifies the location of the problem; elicits information from end user on the nature of

•Performed under minimal supervision, with considerable latitude for initiative and independent judgement.

•Provided excellent customer service & Solid analytical and critical thinking skills

From: 1/1/2015 -5/1/2016

Employer: www.insightglobal.com

Client: Kaiser Permanente Healthcare

Role: IT Contractor assigned to the Northern California Kaiser Permanente Desktop Support Team.

• Performed major IT LAN upgrades to All Northern California Kaiser Permanente Outpatient Pharmacies to fulfil the Enhanced Pharmacy Information Management System (ePIMS) mandate.

• Utilized the Remedy Incident and Work Order Management system to monitor for new and open Pharmacy IT issues, opened, resolved & escalated Pharmacy IT Incidents and Work Orders; supported both legacy (PIMS) and new (EPIMS) Pharmacy IT issues.

• Installed/configured Windows 7 Enterprise workstations; added to Active Directory groups.

• Installed and configured peripherals including Lexmark Laser Printers, Point of Sale Oracle Client Software, Citrix Client Software, VeriFone Credit Card Readers, Digital Persona Biometric Fingerprint readers, Fujitsu Document Scanners, Zebra label printers, Intellicab peripherals (maintaining highly professional cable management).

• Contributed to ongoing IT special projects including site surveys, documentation, and training.

• Worked with third party vendors for Pharmacy IT incidents not supported internally.

From: 09/1/2021 – 10/1/2021

Employer: www.NTTData.com

Client: Woodland Healthcare

Role: IT Workstation Technician

•IT Contractor assigned to Woodland Healthcare IT Team

•Focused upon Desktop Computer imaging replacement Windows 10 Enterprise Desktops & Laptops

•My contract ended due to client’s inability to order & receive replacement Dell & HP desktops & Laptops due to unusual “Market Characteristics” which involves a shortage of rare earth minerals used to create computer devices. The client determined that they would recycle all old laptops & desktops until market conditions returned to normal.

•This impacted my role by the unfortunate elimination of my position after just weeks on the job.

•Client chose to reuse all in-production Dell & HP desktop & laptop computers by replacing hard disk drives & RAM, and thoroughly cleaning contamination from inside the computer case.

From: 12/1/2019 - 04/1/2020

Employer: IntraTek Computer, Inc

Client: Mather VA Hospital, Rancho Cordova CA.

Role: IT Workstation & Datacenter Technician

•IT Contractor assigned to the Mather VA Hospital, IT Desktop support team for 5 months.

•Resolved Level 2 IT incidents, Imaged HP, and Dell Laptops & Desktops, supported hardware, O/S, peripherals, and applications on client computers.

•Worked with Dell & Lenovo support partners to troubleshoot & repair Windows 10 Enterprise desktop and laptop computers, prior to scheduling onsite vendor support – if needed.

•Experienced with the ServiceNow incident management system.

•Performed imaging & data transfer for new Lenovo & HP.

From: 12/1/2019 – 12/1/2020

Unemployed during Covid/Coronavirus Pandemic

Reviewed COMPTIA knowledge to stay sharp.

From: From 08/1/2018 - 12/1/2019

Employer: www.InsyncStaffing.com,

Client: The Johnson & Johnson Corp in Vacaville, CA

Role: Data Center and Computer Technician

IT Contractor assigned to Johnson & Johnson IT L2 Team, supporting a busy Pharmacology Manufacturing environment, formerly at the J&J campus, Vacaville, CA for 1-1/2 Years.

•Resolved Level 1 & 2 IT incidents, Imaged Lenovo Laptops & Desktops, supported hardware, O/S, peripherals, and applications on client computers.

•Provided HP tape library management & offsite storage activities with vendor Iron Mountain.

•Collaborated with vendors and remote staff to inventory, configure and upgrade Cisco switches, ID & replace faulty fiber optic cables, and perform first level trouble-shoot on data center equipment.

•Experienced with the ServiceNow incident management system, AMDB and ARS online tools.

•Worked with local, remote staff and third parties on conference calls to discuss and resolve software and hardware issues within this large manufacturing facility.

From: 10/1/2016 – 3/1/2018

Employer: www.MBrookAssociates.com

Client: Sutter Medical Center in Santa Rosa, CA

Role: Desktop Support Level 2 Technician

•I provided excellent IT customer service for clients located in all Sutter medical facilities within the Marin and Sonoma Counties of California. This included all local Sutter Hospitals & medical clinics.

•I learned to use the Cherwell Incident Management system to create & resolve Desktop support issues.

•I performed Imaging, configuration, and deployment of Sutter Dell computers, Thin Clients, and laptops.

•My clients included all levels of staff, including the Hospital director, Doctors, technicians, and nurses.

•Provided remote support using the Bomgar remote access client.

•Performed active directory adds, moves, and changes of client data.

•Trouble-shoot Office 2013 and Office 365 applications including Outlook PST file repair.

•I loved my time with Sutter in Santa Rosa. I learned about disaster recovery, following the big firestorm that damaged the major hospitals in the region. I was grateful to participate in the complete restoration of all IT systems, including the re-sanitation of Hospital offices.

From: 1/1/2015 -5/1/2016

Employer: www.insightglobal.com

Client: Kaiser Permanente Healthcare

Role: IT Contractor assigned to the Northern California Kaiser Permanente Desktop Support Team.

•Performed major IT LAN upgrades to All Northern California Kaiser Permanente Outpatient Pharmacies to fulfil the Enhanced Pharmacy Information Management System (ePIMS) mandate.

•Utilized the Remedy Incident and Work Order Management system to monitor for new and open Pharmacy IT issues, opened, resolved & escalated Pharmacy IT Incidents and Work Orders; supported both legacy (PIMS) and new (EPIMS) Pharmacy IT issues.

•Installed/configured Windows 7 Enterprise workstations; added to Active Directory groups.

•Installed and configured peripherals including Lexmark Laser Printers, Point of Sale Oracle Client Software, Citrix Client Software, VeriFone Credit Card Readers, Digital Persona Biometric Fingerprint readers, Fujitsu Document Scanners, Zebra label printers, Intellicab peripherals (maintaining highly professional cable management).

•Contributed to ongoing IT special projects including site surveys, documentation, and training.

•Worked with third party vendors for Pharmacy IT incidents not supported internally.

From: 9/1/2014 – 10/1/2014

Employer: St Joseph Healthcare

Client: St Joseph Heritage Healthcare

Role: Assigned to Desktop Support team for Post Napa Earthquake IT Repair/Refresh Workstations.

•IT Desktop Support Technician assigned to St Joseph’s Health Hospital in Napa for 2 months.

•I supported IT Level 2 Requests using the Cherwell Incident Management System, while the senior staff opened the new Herman Family Surgical Centre and performed post Napa earthquake IT damage repair.

•Supported Windows 7 PC & Laptops, applications & peripherals throughout the hospital complex.

•Experienced with SCCM and imaging Windows 7 Enterprise desktops & laptops and installed/configured hospital application programs. Also supported Human Scale and Jayco Products and Mobile Workstations.

From: 6/1/2011 – 4/1/2014.

Client: Www.FarmFreshToYou.com

Role: IT Desktop Support Lead in West Sacramento, CA start-up.

•IT Technical Support lead for rapidly growing organic farm produce & grocery delivery company.

•Resolved IT incidents using the Solar Winds help desk system.

•Performed training and onboarding for staff.

•Supported the in-house Call Centre with Cisco VOIP phones and Dell Thin Client workstations.

•Monitored data backups and performed data recoveries as needed.

•Coordinated special IT projects during company’s expansion; performed assessments of new offices, selected WAN / NOC vendors, and directed work of IT contractors.

•Supervised purchase, configuration, shipment and installation of Windows 7 Pro workstations and peripherals for employees located throughout California.

•Coordinated successful migration of company-wide Exchange email system to an outsourced Intermedia Exchange cloud-based system.

From: 8/1/2010 – 1/1/2012

Client: Business Links Inc.

Role: Storage Area Network (NOC) Technician.

•IT Contractor assigned to Verizon Enterprise Storage Migration Project at client NOC Facility.

•Initially worked an unpaid intern with Business Links, Inc. (Netapp Preferred Partner) and received training in SAN and NAS storage fundamentals, Ontap commands, provisioning, configuring QTrees and Snapshots, disassembling/ rebuilding a Netapp filer, Ontap firmware upgrades, and other Netapp fundamentals.

•Then, as a Netapp Storage Migration Contractor I participated in dozens of SAN data migrations from retiring to new storage systems.

•Migrated hosts included: Windows 2008 Server, Solaris, and Red Hat Unix.

•Performed research, Cisco Fabric zoning and clean-up, created and destroying igroups.

•Identify and resolve migration issues.

•Research each project prior to execution to ensure migration prerequisites were in place.

•Conduct daily project team conference calls; log into Verizon Data Centre to perform data migration cutovers as a SAN specialist.

Education and Certifications:

Associates of Arts Degree w/Math & Computer Science concentration, West Valley College, Saratoga California

COMPTIA A+ (In Progress 8/25/2022)

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