Pc Technician Support Analyst

ANTHONY ROSE

*** ******* ****** *** *****, CA ***14

Email: ****************@*****.***

Phone: 619-***-****

TECHNICAL SKILLS

Windows server 2003 & Windows server 2008

PC Hardware and software troubleshooting

Network and Network security troubleshooting

Outlook troubleshooting

Microsoft troubleshooting

Linux and UNIX troubleshooting

Knowledge of TCP/IP Protocols

HTML, Dream weaver

Other: VPN sever, File server, Print server, Team Viewer, Remedy

Operating systems: Windows, Linux, UNIX

Scripts: Python, Ruby, HTML, VI editor using UNIX or Linux

Networking: DHCP, DNS, Active Directory, Routers, Switches

Routers: Cisco

VMware: vSphere 5.0

Server softwares: Windows Server 2003, Windows server 2008, Samba server using Linux,

Microsoft exchange server 2010-2013

PROFESSIONAL EXPERIENCE

October 2021 - Present

Aery Jones Solutions

PC technician

As a PC technician my job is to troubleshoot and repair chrome book Laptops provided to San Diego School district for students and staff

Troubleshot and diagnose issue then try and solve issue using proper troubleshooting techniques and if if there was a issue we would repair using stock inventory in house or order parts via salesforce

Ensure all laptop where updated to latest version of firmware and if not apply updates via internet or usb

On a average I would repair about 20-30 chrome books a day which will vary depending on the issue and which parts may need to be ordered

December 2019 - March 2020

E Sub

Technical Support

Acted as first interaction with customer for troubleshooting issues they were having with e-sub software

Troubleshot and diagnose issue then try and solve issue using proper troubleshooting techniques and if they issue cannot be fixed escalate to engineer for further test and diagnosis.

Tested builds for bugs and to take notes and review with the engineer team before final build release

Used Zendesk to take notes on customer issues and to provide follow ups on client’s issue via Zendesk ticketing system.

Created new accounts and update existing accounts for clients.

May 2017 - September 2018

Foresight Sports

Technical Support

Acted as first interaction with customer for troubleshooting issues diving deep into diagnosing hard software or hardware problems and coming up with solution or escalate to for further diagnose.

Acted as a liaison between Engineering issues are distributed to specific engineering teams.

Analyzed, summarized, and reported high frequency issues reported by consumer feedback to engineering leadership and ensure issues are properly prioritized in the engineering backlog.

Optimized turnaround of customer RMAs.

Identified and implemented new software and technologies to improve issue tracking and response.

Assisted in hiring and team expansion efforts to expand team

September 2016 - March 2017

Guru To Go (Contract)

PC Technician

Provided a refresh of new PCs for clients Union bank remote locations around San Diego.

Utilzied skills to use decommission and replaced PCs with imaged tablets making sure tablets are imaged and configured properly on the network

Ensured client’s new PC had internet connectivity by providing IP address, subnet, and default gateway statically and indicated that the client’s new PC had connectivity to active directory.

Accurately processed and recorded call transactions using trouble ticket tracking software using clientele

Diagnosed and resolved technical hardware and software issues involving Company products.

November 2016 – November 2016

Compucon / US bank (Contract)

PC Technician

Provided a refresh of new PCs for clients US bank remote locations around San Diego.

Utilized skills to use decommission and replaced PCs with imaged PC’s making sure PCs are imaged and configured properly on the network also install any monitors and any other peripheral device that the client might need

Ensured the client’s new PC had internet connectivity by providing IP address, subnet, and default gateway statically and indicated that the client’s new PC had connectivity to active directory and made sure default printers were set up throughout the office

Accurately processed and recorded call transactions using spreadsheet and sending off daily emails

Diagnosed and resolved technical hardware and software issues involving Company products

May 2016 – May 2016

Compucon /Philips (Contract)

PC Support Technician

Provided refresh of new PCs for clients of Philips at their local office which supports 400 users.

Utilzied skills to use replaced PCs with imaged PC’s making sure PCs are imaged and configured properly on the network.

Ensured the client’s new PC had internet connectivity by providing IP address, subnet, and default gateway statically and indicate that the client’s new PC had connectivity to active directory and make sure default printer was set up throughout the office

Accurately processed and recorded call transactions using spreadsheet and sending off daily emails

Diagnosed and resolved technical hardware and software issues involving Company products

October 2015 - August 2016

Worked outside of industry in Shipping & Receiving, Logistics

September 2015 - October 2015

UCSD Medical center (Contract)

PC Support Technician

Provided a refresh of new PCs for clients in UCSD Medical center for local and remote locations.

Utilized technical skills to use SCCM imaging to image all the computers had the correct host name make sure the old unit was properly disconnected.

Assured workstations were properly organized and there was proper cable management.

Ensured client’s new PC had internet connectivity by providing IP address, subnet, and default gateway statically and indicate that the client’s new PC had connectivity to active directory.

Accurately processed and recorded call transactions using trouble ticket tracking software using clientele

Diagnosed and resolved technical hardware and software issues involving Company products.

July 2014 - November 2014

Indyme Solutions (Contract)

Help Desk Support Analyst

Utilized technical skills, interpersonal skills, and knowledge of Company products and solutions to deliver technical support services on a timely basis and in a professional manner.

Escalated issues appropriately to their immediate supervisor and for communicating interdepartmentally as needed to ensure overall customer satisfaction.

Delivered exceptional service and technical support to customers and field technicians via telephone, email, and remote connection over the Internet.

Accurately processed and recorded call transactions using trouble ticket tracking software using clientele

Diagnosed and resolved technical hardware and software issues involving Company products.

Offered alternative solutions where appropriate with the objective of satisfying and retaining customers.

Maintained a proficient level of knowledge about Company products and services and proactively seeks training to stay abreast of new product offerings.

Proficiently and accurately utilized several internal software tools and templates including Macola, Clientele and Salesforce to ensure a timely and accurate flow of information

Interacted with Manufacturing, Engineering, IT, Finance, and other departments as necessary to ensure the timely delivery of product/service orders to customers.

June 2013 - July 2014

Worked outside of industry in Customer Service, Support

June 2012 - November 2012

Mitchell International (Contract)

Help Desk Technician

Supported clients at Mitchell upgrade from windows XP to windows 7and upgrade all hardware and software.

Migrated clients who were using outdated PC hardware and outdated windows XP operating system and upgrading clients with new PC hardware and to windows 7 operating system.

Imaged PC’s using ghost and SCCM to image client’s software from the old outdated

PCs to their New upgraded PC’s making sure that all clients information, documents and applications were maintained while imaging was taking process.

Managed active directory maintaining group policy, performing password resets, and creating user accounts.

Maintained company technical equipment that was given to users and outside clients using an in-house software called MEXP making sure all technical equipment was put into the system before deploying to clients

Troubleshot Microsoft outlook issues such as maintaining OST and PST files and recreating profiles if Outlook crashes or is not connecting to the network properly

Configured Cisco IP phone 7942 and would troubleshoot any issues that clients were having with IP Phone

Maintained all issues using ticketing system REMEDY to receive all assignment from clients and perform daily troubleshooting task and document how all issues were resolved and maintained daily.

Analyzed VMware Vsphere 5.0 to ensure all clients who were assigned VPN were able to connect through Virtual server and documented any issues and send it up to NOC technician to resolve issues.

Installed, configured, and managed Microsoft exchange server 2010. Troubleshoot client and server issues also would create and add users adding users to mailbox database and creating mailbox database

March 2011 - May 2012

Productivity Associates Inc.

Help Desk Associate

Assisted client’s customers and employees troubleshoot technical issues.

Responded to calls or e-mails assigned in queue

Managed least 15-30 events average combined phone calls and emails daily.

Imaged PC’s using ghost image software from the old, outdated PCs to their new upgrades

oAssured that all client’s information, documents, and applications were maintained while imaging was taking process.

Managed active directory maintaining group policy, performing password resets, and creating user accounts.

Maintained network making sure all clients were connected to the network and troubleshooting any network problems and doing a daily test of servers and networking documenting any issues and how the network was maintaining every 4 hours daily.

Documented and received all tickets using in house ticketing system Resolution

oReceived all assignment and client issues and resolved all issues with an SLA of 10 minutes or less a client resolved rate of 85%.

Preformed remote assistance when necessary, using remote software know as team viewer to help troubleshoot client issues.

Troubleshot Microsoft outlook issues such as maintaining OST and PST files and recreating profiles if Outlook crashes or did not connect to the network properly.

Additional work experience available upon request.

EDUCATION

Coleman University, San Diego, CA

oAssociate Degree (In Progress)

Mount Miguel High School, Spring Valley, CA

oDiploma

Computer Networking, Certificate/Technical degree (05/12)

Web Design, Certificate (06/06)

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