ROBERT LAFRENIERE

**** ****** **

La Habra, CA **631

Cell Phone: 562-***-****

Personal Email – adu3u6@r.postjobfree.com

RE: Desktop Support Specialist,

To: Human Resources

I have enclosed my resume for the position of Desktop Support Specialist . I have over 28 years of experience in the Information Technology field including in the areas of Data Center Operations, Production Support Analyst, Data Security and Help Desk Support. The enclosed resume will furnish you with information concerning my experience and technical skills.

My experiences in Information Technology include roles as a Production Support Analyst, Problem Change Management Analyst, Production Scheduling Analyst, Data Security, Help Desk Analyst, and Computer Operation Analyst, Service Desk Tech. I am very familiar with Infrastructure methodology and proficient at analyzing problems and recommending solutions. I am very familiar with working in a very busy IT environment with multiple platforms and medium to large- scale computer facilities. I have excellent customer service skills for which I have received recognition awards. I work well with various levels of management and staff. In addition to the above, I have an Associate of Arts degree in Business Administration with an emphasis in Management Information Systems.

I am confident that my qualifications including my work experience and education would meet your needs and contribute to achieving your goals and mission. Thank you for your consideration and time.

Sincerely,

Robert La Freniere

Resume enclosed

ROBERT LAFRENIERE

1401 Marlei Rd

La Habra, CA 90631

Cell Phone: 562-***-****

Personal Email – adu3u6@r.postjobfree.com

SUMMARY OF QUALIFICATIONS:

* Over Twenty years IT experience performing roles ranging from Computer Operator, Helpdesk Analyst, Data Security, Production (Scheduling) Analyst to Change Management Analyst.

* Excellent verbal and written communications skills.

* Strong organizational skills, coordinating and prioritizing business objectives.

* Ability to effectively interact with all levels of management and staff

* A result’s oriented individual possessing enthusiasm and dedication.

* Excellent Customer service/Helpdesk skills.

SYSTEM/TECHNICAL QUALIFICATIONS:

*Experience working with Active Directory.

*3 years plus experience configuring PC’s, and Laptops working with Windows 7 and 10.

* Advanced Hardware with Printers, Scanners, and other peripherals. Also supporting users with Software and PC issues (Office, Outlook365…) via the phone.

* Experience with software to remote in PC’s/Laptops like Teams, Demeware (Fat clients), and Wyse (Thin clients).

* Over 20 Years of experience using Altiris, Tivoli, Helpspot, Footprint, and other ticketing apps.

* Peoplesoft Timekeeping apps like VSS.

* VAX/DEC environment (Open VMS experience), IBM AS400 and IBM SYSTEM 38

environment experience, IBM Mainframe (3090), along with RS6000 experience, CL commands. These were large Hospital systems.

* Schedule IT/DEC scheduler and AUTOSYS experience, along with VI-editor (UNIX) experience

* Experience with LAN,WAN, and TCPIP.

EXPERIENCE:

SYNRGO INC. - BREA, CA – 03/2018 TO 10/03/20

I.T. ASSOCIATE II (1ST SHIFT):

Job Summary:

The IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the I.T. Associate II is to serve as technical support for the company. Help team members in various departments troubleshoot technology issues. Maintain computer equipment and keep equipment updated. Enforce policies to promote data security. Train other employees how to remedy basic computer technical issues provide first line support for all staff in the building and at remote locations. The I.T. Associate II is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. IT Associate II staff works in a dynamic, fast-paced environment which provides services over the phone, through e-mail, phone, in person (for walk-in customers) and self-service.

Main Duties and Responsibilities:

To diagnose and resolve software and hardware incidents, including operating systems (Windows 10) and across a range of software applications.

To assist all our users with any logged IT related incident when called upon. To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.

To accurately record, update and document requests using the IT service desk system.

To install and configure new IT equipment like laptops, Desktops, printers, and scanners.

To resolve incidents and upgrade different types of software and hardware.

To resolve incidents with printers, copiers and scanners along with working with vendors.

Order all toner and parts for company hardware.

To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.

Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.

To be a highly motivated team player with the skills and ability to manage changing priorities.

To create, maintain and publish relevant support documentation in order to assist all staff/students in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.

Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility.

Performs various duties depending on circumstances and current company needs.

Installs software and hardware systems, including new equipment, anti-virus programs, and other tools commonly used by a company's team members

Uninstalls old programs

Strives to resolve malware and virus issues within personal workstations and a company's network

Repairs and maintains personal computers, and other technology equipment that may require ordering parts.

Works with team members to troubleshoot both complex and routine computer issues

Contributes to the overall operations of a company by writing and distributing memos about best practices for computer use

Performs one-on-one computer coaching on technology when necessary

Communicates with individuals by phone and email to solve technical problems

Stays abreast of current trends and technology and makes recommendations that will help a company keep up with technology standards in the industry

Adapts quickly to changing circumstances, new standards, and requests by company management

Acts quickly in crisis situations so the company can resume normal operations as soon as possible

CALOPTIMA - ORANGE, CA – 08/2017 TO 02/16/2018

SYSTEMS OPERATIONS ANALYST (3RD SHIFT):

Job Summary:

Systems Operations Analysts support the user community by maintaining accurate information systems. They also provide operational support to the rest of the IS department. Operations Analysts are responsible for all production batch processing. They also assist the Production Control Specialist with batch report production and distribution. Operations Analysts handle all incoming and outgoing data traffic between the organization and its vendors or partners. They assist the DBA’s, Business Analysts, and Programmers with testing, monitoring and implementation of data processing code and procedure changes. Operations Analysts at the Int. level assist with the more complex projects and more focused assignments. In this position the analysts is also in charge of re-imaging pc’s and laptops for new hires and installing the software and hardware to the appropriate location. Phone installation and programming is also part of the deployments.

Investigate and ensure resolution of all production processing problems for batch and report services.

Identify and resolve production problems involving disk allocation, device assignments, job streams, and run schedules.

Coordinate the resolution of application and software systems problems impacting production, assisting systems and programming personnel as requested.

Assist in resolving technical computer operations equipment problems.

Correct or carry out instructions to resolve system amends on production jobs.

Log and document data processing production problems.

Handle the electronic transmission of data to the health network and various contract vendors.

Identify reoccurring and potential operations problems. Recommends controls for prevention. Investigates alternative methods to expedite problem resolution.

Responds to user requests for information and assists in problem resolution. Maintain contact with users on operational and production problems.

Monitor and control Direct Access Storage Device (DASD) files to ensure effective space utilization. Allocate storage space and delete obsolete files. Check and log space availability during shifts.

Ensure complete and accurate production turnovers to next shift. Advise shift personnel regarding production status.

Handle complex production and operational problems requiring individual judgment and latitude for independent action to solve these problems.

Perform more complex S. problem solving and advanced project work.

Assist with training new Operations Analysts in batch and printing procedures.

Maintain accuracy of all written standard operating procedures.

Ensure that all in-house data files and systems are properly backed up.

Be available for on-call support for any production processing issues.

Other projects and duties as assigned.

VOLT INFORMATION SCIENCES - ORANGE, CA – 11/2003 TO 05/2017

PRODUCTION SUPPORT ANALYST:

Job Summary:

Provide advanced technical and customer support (tier 1 thru 3) to internal and external customers for Volt Applications including Data Security for: VoltTrack (VT), BizTalk VT to PeopleSoft transmission, Volt VSS(Peoplesoft timekeeping app), eTime transmissions, IRT, AVX/SIMS, Microsoft CRM and a few other web applications. The primary goal of the Production Support Analyst is to troubleshoot, analyze and resolve application incidents using Altiris and issues employing a combination of applications, knowledge, understanding of end-user use of systems, knowledge of system training, and familiarity with Volt’s System Development life cycle.

Provide first, second and third-level tier technical support for incidents/tickets that come in using Altiris and issues related to in-house developed applications using HTML, Java Script, Cold Fusion, SOL and Microsoft CRM applications.

Analyze and coordinate resolution to various application and systems issues with internal departments.

Created user accounts and maintained Data Security for most of the Web Applications.

Identify and document Trouble Reports and Change Requests.

Identify and document training issues.

Review, define and implement IT procedures and processes.

Provide analytical support to various active application development projects.

Escalate potential problems or issues to management.

Escalate software testing/validation of production processes or systems.

Provided coverage for on-call support for Smoke Testing Production Applications.

Monitor output of scheduled batch jobs and Cold Fusion Server logs.

Monitor and correct BizTalk Peoplesoft transmissions for failed/incomplete records.

Smoke test Production applications after server upgrades or application changes.

Work on projects as needed to support the Business.

Same job and description as listed for PacifiCare below. I.S. Infrastructure outsourced to IBM.

IBM GLOBAL SERVICES - CYPRESS, CA – 03/11/02 TO 07/11/02

PROBLEM CHANGE MANAGEMENT ANALYST/PRODUCTION SCHEDULING ANALYST:

Same job and description as listed for PacifiCare below. I.S. Infrastructure outsourced to IBM.

PACIFICARE HEALTH SYSTEMS, INC. - CYPRESS, CA – 12/01 TO 03/08/02

PROBLEM CHANGE MANAGEMENT ANALYST/ PRODUCTION SCHEDULING ANALYST:

Operated the Problem Change Management System to process and approve, reject, and schedule changes across the organization/enterprise.

Identified problems, analyzed causes and determined corrective actions.

Gathered and analyzed information on problem and procedures including operating procedures.

Delivered oral and written presentations for the Enhanced Change Management Process.

Provided analysis, tracking and monitoring, and statistical reporting to management.

Analyzed user requirements, procedures and problems in order to improve existing change management system.

Processed over 2000 emails a month for Change Management.

Processed over 200 SAR’s (System Activity Reports) per month via the above email approval process.

Assisted users having problems with the use of system software.

Expedited communication between upper level management and general personnel.

Trained users.

Published and enforced SAR procedures and processes.

Provided daily, weekly, and monthly reports and graphs via MS-Excel to users (management, developers, programmers and all other personnel in need of this info) pertaining to scheduled, rescheduled, completed, and canceled SAR’s.

PACIFICARE HEALTH SYSTEMS, INC. - CYPRESS, CA - 04/98 TO 12/01

PRODUCTION SCHEDULING ANALYST:

Performed complex implementation of all production programs ensuring media and reports are produced and distributed in a timely and efficient manner in support of strategic business objectives using standard policies, procedures and guidelines.

Supported several PacifiCare applications: CSS/Focus applications, Eligibility, Membership, Encounters, Membership_EDI, Data Warehouse, Secure Horizons, Capitation, MEDecison, Provider Contracts.

Developed and created new jobs and Production schedules using ScheduleIT and Autosys.

Created, modified and/or rearranged schedules to compensate for changes in Production priorities, or equipment failures. Processed special requests submitted by users and developers.

Analyzed the resource requirements of new application systems in order to determine the most effective utilization of computer peripherals and to recommend methods of preventing problems in the future that may hamper system availability and/or turn-around times.

Calendared all major applications within the scheduling tool (ScheduleIT).

Updated and modified report distribution for each scheduled job based on user input.

Scheduled daily break/fix task via batch entries (RDO’s).

Provided management with a monthly report of RDO’s via an MS-Excel spreadsheet

Provided ON-CALL support to the System Command Center Personnel.

Provided training to System Command Center Personnel.

Performed 20 to 30 ad hoc changes to the schedules daily via request by email or Production Management ACD line.

Meet with Developers concerning future process modifications and or new jobs.

Researched and recorded information concerning missed SQM’s.

PACIFICARE HEALTH SYSTEMS, INC. - CYPRESS, CA - 11/95 TO 04/98

HELPDESK ANALYST:

Managed, coordinated all user support calls and email requests via the company software (Expert Advisor/Tivoli software). Processed 60 – 70 calls per day and had a resolution rate of over 55%, processed 75 – 80 email requests sent to Customer Support Desk Account.

Provided customer support, administration and maintenance of security logons.

Reset passwords and coordinated system access

Investigated and resolved computer software and hardware problems of users.

Ensured efficient and timely support to all users.

Assessed the nature of computer-related malfunction and provided initial desktop support to the client.

Determined the incident type, category, severity, and coordinated the appropriate routing of specific problems and assisted in the scheduling of resolution.

Interfaced with other departments to establish and improve procedures to improve user support.

Conducted needs assessments, strategic planning, defining user requirements, drafting specifications and developed Service Levels.

Monitored, maintained, reported and ensured meeting the targeted service levels and metrics.

Recommend and proposed business processes, business services and solutions to business challenges.

Developed and documented detailed business requirements for the company management system

Interfaced with customers and conducted training sessions with users.

Verified problem diagnosis and resolution has worked before closing record.

Tracked problems through closures.

EDUCATION:

Cerritos Community College- Major: Business Administration, with an emphasis in Management Information Systems

Associate Arts Degree- Business Administration 1988

MEMBERSHIPS AND AWARDS:

*Employee of the month at FEDCO

*Received several VIP’S (Very Important Person) recognition awards as a Helpdesk Analyst and a Production Scheduling Analyst at PacifiCare

*Boy Scouts of America with Rank of Eagle Scout

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