Summary of Experience

I am a Technical Support Specialist and Networking Professional. I help businesses get the most value out of their computing investments by ensuring that users are productive, servers, and networks run smoothly. As well as making sure IT assets and company data are secure and protected, all while maintaining a high-level of customer satisfaction.

Examples include:

Microsoft desktop support, configuring and troubleshooting.

Network configuration and maintenance.

Deploy new operating systems.

Core Knowledge & Skills

CISCO Routers and Switches

Project Management

Relationship Management

Active Directory, Azure AD & B2C

Remote Desktop Services, GoToMyPC, NetSuite, Service Now, Paragon

Atlassain Jira and Confluence

Windows OS

Microsoft Office, Office 365, Outlook

SCCM

VPN

Citrix Administration

Superior Customer Service

Microsoft Teams

Internal / External Communications

Business Development

Exchange Administration

Symantec Endpoint Protection

Checkpoint

Printer, Workstation, Server Hardware

Intelligent transit solutions for Public Transportation

Experience

AMS “Remote”

Product Support Level 2

May 2021 to January 2023

Manage company wide Support queue.

Log all help desk interactions including time spent, when completed, client to be charged, and resolution of issue.

Escalate urgent issues that require immediate attention or redirect problems to appropriate resources.

Troubleshoot and resolve network, hardware, and software issues.

Install/upgrade new or existing software includes testing prior to rolling out.

Installing and testing new hardware (e.g., printers, fax machine, and scanners).

Setting up new computers including software and physical set up in new location.

Respond to support requests in person, over the internet, or over the phone.

Work to ensure data consistency and adherence to defined file specifications for imports.

Monitor existing integration interfaces and help resolve data issues.

Processing of current inventory data requests including manipulation and conversion to specific formats from client data.

Automated report management for Customer Service and Clients in Warehouse Services.

Managing client database

Work with operations teams to troubleshoot floor issues using our Operations software issues.

Connexionz LTD., CA

Customer Experience Manager

September 2019 to January 2021

The face of Connexionz for our customers in the USA. Owning, leading and enhancing the customers’ experience. Ensuring exceptional delivery of mission critical support and proactively managing customer accounts.

Owning the customer experience: building relationships, proactively delivering exceptional service and seeking opportunities to enhance the value we offer.

Being primary customer representative over the phone, in person or across any communication medium

The communication conduit between our customers and our people

Worked closely with our NZ-based Project Manager in order to regularly update customers about projects.

Informing customers of new and enhanced products and services to getting feedback from customers to discover what we are doing well and where we need to improve the customer experience, providing recommendations to the company in a timely and constructive manner.

Manage customer accounts, including orders and contracts; creating and owning customer support plans; reporting. Technical support management

Providing on-call phone support, including immediate-action troubleshooting

Remotely leading a small but diverse team of support technicians and assist in troubleshooting issues in the US.

Ensuring the availability of on-call support to our customers 24/7

Managing support tickets, including following up to ensure issues are resolved, identifying and correcting root causes.

Training customers, contributing to support documentation including manuals and FAQs. Other

Operational support for the US portion of the business as required e.g., sourcing new offices in Valencia, CA and Modesto, CA; purchasing company vehicles for use by the US support team, developing stock ordering & control procedures; working with the leadership team to clarify and enhance.

Populas Group (Chubb Insurance Contract), CA

Claims Representative

March 2019- August 2019

Claims Adjustment

File Claims

Routinely answered extremely high-stress calls.

Determining Insurance Company Liability

Contacting and Collecting Claim Information

Negotiate Settlements

Focus on injury cases.

TEKsystems (Chubb Insurance Contract), CA

Deskside Support

November 2017 to March 2019

Provide Deskside/Network Support to remote Chubb Insurance field locations.

Provide Deskside/Network Support to on-site Chatsworth locations.

Routinely answered extremely high-stress calls.

Worked with callers of varying levels of technical expertise to diagnose and resolve software issues.

Day to Day support—of end users.

Desktop/Laptop Installation/de-installation

Desktop/Laptop hardware support.

Desktop/Laptop Networking support.

Maintain Local Inventory.

SLA ticket tracking and documenting all issues in Service Center.

Image computers and push out software using SCCM.

Troubleshoot and provide documentation to other departments that require escalation.

Remote support using Lynx, Remote desktop, WEBEX, and various remote desktop software.

Compulink Business Systems, CA

EDI Helpdesk Support

August 2014 to August 2017

Handled Medical Billing support calls taken from queue to minimize lag time. Pull calls by priority/lag time.

Identified and escalated complex issues to appropriate engineering\development teams.

Troubleshoot and provide documentation to other departments that require escalation.

Provided Email support from email support queue that need help with the Medical Billing system.

Remote support using WEBEX.

Tracked and documented all issues in the home-grown FoxPro tracking software.

Managed accounts for all Medical Billing software

Worked with Doctors and medical industry Billers to diagnose and triage problems arising from or change in our software systems.

Routinely answered extremely high-stress calls.

Worked with callers of varying levels of technical expertise to diagnose and resolve software issues.

Assisted with procedures in creating, processing and sending claims to clearing houses.

Coordinated and assisted in software update and upgrades.

Assisted in basic training of Medical Billing software.

fpa Technology Services, Inc., CA

Network Engineer

April 2014 to June 2014

Managed accounts in excess of $17M serving as main point of contact for customer needs

Worked on system cut overs and verifying that the cut over was successful with full onsite customer support.

Provided phone and Email support for Clients that need help.

Gathered IT information of new customers and give it to the project manager.

Tracked and documented all issues in the home-grown FoxPro tracking software.

Active Directory administrator and managed Exchange accounts.

Provided Router, Switch’s, and Sonic Wall support.

Onsite support for client’s issue that cannot be resolved remotely.

Parents-Patent Pending Product Filing, CA

Systems Engineer

August 2013 to August 2014

Managed accounts in In-House and On-site.

Provided phone and Email support for Clients.

Active Directory administrator and managed Exchange accounts.

Setup startup company for J&W Enterprise.

Created prototype.

Created Patent Pending filing.

Hire seamstress and setup quality control procedures.

Oversee caretakers.

Responsible for communicating with doctors.

Handled Estate issues.

IT contracting (family care giver, family medical leave).

Afinety Inc, CA

Systems Engineer

February 2013 to August 2013

Managed accounts in In-House and On-site.

Provided phone and Email support for Clients.

Track and document all issues in NetSuite.

Troubleshoot and provide documentation to other departments that require escalation.

Active Directory administrator and managed Exchange accounts.

Point person for all Virus issues that came in from the call center.

Worked on system cut overs and verifying that the cut over was successful with full onsite customer support.

Provided Router, Switch’s, and Sonic Wall support.

Aramark Uniform Services, CA

Desktop Support Analyst

November 2007 to December 2012

Configured new and existing laptops, install appropriate software and programs.

Termination & process accounts.

Active Directory administrator and managed Exchange accounts

Point person for all Virus issues that came in from the call center.

Identified, selected, and managed vendor execution of printer replacement and maintenance for over 200 locations.

Analyzed and solved computer problems daily, support for over 13,000 employees’ company-wide (including iPhone, iPad and BlackBerry).

Desktop support for Motorola MC9000 Handheld Computer

Used Remote Desk Services and Team Viewer to assist off-site end users.

Provide desktop support to end users with MS office, Aramark custom billing and uniform software.

TEK Systems, CA

Helpdesk Support Analyst

June 2005 to November 2007

Configured new and existing laptops, install appropriate software and programs.

Termination & process accounts.

Active Directory administrator and managed Exchange accounts.

Point person for all Virus issues that came in from the call center.

Identified, selected, and managed vendor execution of printer replacement and maintenance for over 200 locations.

Analyzed and solved computer problems daily, support for over 13,000 employees’ company-wide (including iPhone, iPad and BlackBerry).

Used Remote Desk Services and Team Viewer to assist off-site end users.

ZYNX / Cerner Health Inc., CA

IT Manager

April 2000 to December 2004

Provided technical support for Office.

Provided remote support for DR’s who were out of office for meetings, presentations, or communications to our network.

Active Directory administrator and managed Exchange accounts.

Active Directory administrator and managed Programmers and Developers SQL servers.

Maintained all PC’s and Servers with updates and service patches.

Trained new hires on MS office and custom software.

In charge of Mitel Phone system. (M.A.C. cabling).

Interoffice cubical Move Add or Change Data, Phone and PC’s

Assist Cedars-Sinai Hospital with network connectivity from our network to their data center.

Assist Cedars-Sinai Hospital with maintaining ZYNX web server in their data center.

24hr on call Remote or in-site as needed.

Education & Certifications

CISCO CompTIA Network+

ICND1 Cisco Training Course

ICND2 Cisco Training Course Certificate number: 430784

AA Degree ICT Computer Programming

AA Degree Edison Technical Institute of Electronics

New Horizons Computer Learning Centers

Reasonable Suspicion Determination Training

Community

Participated in Aramark supported Community Service Events

Aramark Company Photographer for Chamber of Commerce event and other company and staff events

Compulink Company Photographer for company and staff events

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