IT Specialist

Michael Zsarko

619-***-**** ****@******.***

Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively resolve challenging technical issues.

Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, tools and testing methodologies.

Education

Schutz American School – Alexandria, Egypt Graduated in 1979

General Education and Arabic Studies GPA: 3.5

Concurrent Employment with High School Studies:

Professional Musician (1976 - 2009) Performed in varying degrees in both original and cover groups and worked as a session musician.

Technology Summary

Certifications:

CompTIA A+ Professional IT Technician (ID# COMP001008276818), Lenovo Certified Warranty Technician, HP Accredited Platform Specialist

Systems:

Windows 10, iOS

Experienced but not proficient in MacOS

Limited experience in LINUX (Redhat, Ubuntu, CentOS)

IT Experience

Rural Metro/American Medical Response – San Diego, CA

Field Service Technician (2/1/2016 to Present)

Tasked with preparing, deploying and managing the fleet of 200+ iPads in use by San Diego Fire & Rescue and their corresponding Advanced Life Support (ALS) ambulances throughout the greater San Diego area using Apple Configurator and MobiControl MDM Suite.

Assisted San Diego Fire & Rescue with cellular provider switchover in all ALS ambulances.

Took charge of the management of over 175 cellular modems that are being used in by Emergency Medical Services in San Diego County in their Physio Control Lifepak 15 monitor/defibrillator. Oversaw the reprogramming of all cellular modems after a provider change.

Supported the Central Call Center for AMR San Diego.

Remote and on-site support for over a dozen Reach Air Medical, Guardian Life Flight, and AMR locations in San Diego County, Imperial County, and Hawaii.

Take care of all desktop related items at AMR corporate headquarters and assisted at two other stations.

CCOPS – San Diego, CA

Dedicated Desktop Support Technician (12/21/2012 to 1/29/2016)

Experienced developing advanced Office Applications using VBA, HTML and SQL.

VBA Projects (code examples available):

Automated report of new tax accounts. An OLAP cube is converted into a pivot table and a screenshot is captured to the clipboard. Then the data is analyzed for new tax accounts with the resulting numbers and the screenshot sent via HTML email from within Excel. This process runs autonomously seven days a week three times a day.

Consolidations. Using formula arrays, ADODB, SQL, and Windows automation, brought the time to consolidate the data from over two hundred companies from forty-five minutes to an hour per consolidation down to seconds. Utilizing SOAP, developed an application that would read a SharePoint list of links and then, using ADODB get the data required from the Excel workbook without opening the file and translate the data before sending it to a SQL table. All of this is performed in memory for speed.

SQL Front-end. Utilizing ADODB in Excel VBA, data is sent to a table in a SQL server on a cell-by-cell level with no noticeable delay. All data is normalized and can be queried into a table in Excel or Access.

Reports. Developed VBA routines to transform reports from Clarity, SAP, Great Plains, and Oracle Hyperion Strategic Finance into editable Excel files.

Also have completed VBA projects in Visio, Outlook, and Access.

Charged with single handedly resolving all technical issues as they relate to the Tax Department of Sempra Energy. Established a zero-down policy and documented all steps to realize that policy.

In addition to Desktop Support role in the Tax Department was able to concurrently resolve multiple issues in other Financial Departments.

Level 2 Remote Desktop Support Technician (8/28/2011 to 12/20/2012)

Subcontractor at Sempra Energy with a base of 30,000+ users.

Experienced at installing, configuring and maintaining Windows XP and Windows 7 operating systems in an Enterprise environment.

Experience installing and configuring a wide range of applications including, but not limited to Adobe Contribute, Microsoft Office 2003 – 2010, Adobe CS4 & CS5, Acrobat Pro, ArcView GIS, Blackberry BES, Bluezone Mainframe Emulation, CIS, Cisco Meeting Place, Citrix, Clarity, CMS, Communicator, Crystal Reports, EBConnect, Exigen, Falcon Document Manager, GAD, Google Earth Pro, IBM Personal Communications, Juniper Network Connect, Land Services Geographic Information Services, McAfee Endpoint Encryption, MindManager Pro, One Note 2007, Pacer, PEP, SAP with Business Warehouse Analyzer, Snagit, Spescom eB, TrendMicro, UPerform, Viewfinity, Visual FOX Pro, VZ Access Manager and Webview.

Maintained consistently strong numbers in issue resolution while never failing the SLA.

Strong interpersonal and verbal skills with a consistently high level of customer service and the ability to manage multiple issues. Extremely high level of customer service skills with strong attention to detail.

Ability to use excellent phone manner as well as listening and follow up skills to achieve high levels of customer satisfaction.

Able to multitask in a variety of situations in order to respond to customer requests via phone or email, diagnosing reported problems or configuration issues, recommend possible solutions and follow issue through to resolution.

Documented all technical inquiries and customer reported problems into a customer tracking database including the nature of the inquiry and the solution found.

Saint Helens Computer Center – Saint Helens, OR

Computer Technician / General Manager, (01/13/2009 to 05/12/2011) Handled technical troubleshooting in a small but busy shop (1000+ jobs a year), including system crashes, slow-downs and data recoveries, virus scans and cleanings, custom computer builds, hardware and software inconsistencies, both wired and wireless network deployments in home and business environments and deployed and monitored numerous small business networks using custom built Big Brother equipped equipment. Assisted new owner with reconfiguring store and became General Manager in charge of employees, POS system and inventory control.

Assisted customers over the phone in order to quickly assess and troubleshoot a variety of problems from internet connectivity issues to printer installations software installation and have the ability to walk them through to a solution no matter what their level of technical expertise.

Selected Contributions:

Researched and developed new unattended installation media for WinXP increasing bench efficiency by 30% on reinstallations.

Kept current on all virus and security related information through diligent research and disseminated that information to co-workers.

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