Desktop Support Customer Service
Resume:
DAVID RUIZ
Los Angeles, CA
************@*****.***
Professional Skills:
•Experience with desktop/laptop repair (hardware & software).
•Workstation PXE imaging, installation, setup and migration.
•Proficient with ConnectWise, ServiceNow, Remedy, FootPrints ticketing software.
•Microsoft 365 Administration, Office Suite, server, and network application skills. Familiar with Apple operating and networked telephony systems.
•Patient, thorough, customer service oriented professional adept at tailoring questions and explanations to accommodate an end user's needs and level of technical expertise. Comfortable communicating at any level of corporate management.
•Highly organized and committed with a positive attitude. Problem solver and team player capable of performing duties independently.
Microsoft & Dell Certifications:
Microsoft Windows Essentials: Usability, Security and Manageability
DCSE Certificate for DSP - Customer Experience V.2.5 Certification
DCSE Certificate for Trusted Advisor for Field Service
DCSE Certificate for Foundation Desktops
DCSE Certificate for Foundations Portable
Work Experience:
Atlas Tek Group LA Metro 03/2024 to Current
Desktop Support Technician
Mac & PC VPN setup
Software installs & updates
Desktop/laptop repair (hardware & software)
Remote troubleshooting
Asset Management, e-waste coordinating
Onboarding and offboarding
GDR Group/SF Archdiocese San Francisco 02/2017 to 06/2023
Desktop Support Technician
•Office 365 Administration
•AD administration
•Desktop/laptop repair (hardware & software).
•Provided onsite support for leadership, administrative assistants, and staff.
•Provided setup and support during meetings.
•Provided excellent customer service through effective communication, understanding and logical troubleshooting.
•Communicate progress on incidents and requests by providing timely updates or changes to both client contact and internal teams.
•Technical services and support for: LAN and WAN connectivity, switches, firewalls, and wireless access points.
•Support office peripherals such as: scanners, copiers, and smart boards.
•Utilized ConnectWise ticketing system to document all requests and interactions.
TekSystems/Campari San Francisco, CA 07/2016 to 11/2016
IT Desktop Support Analyst
•Windows, Active Directory - Account administration, Group policies, and password resets.
•Workstation PXE imaging, installation, setup and migration
•Provided first-tier computer and software support to users on-site and via telephone.
•Provided timely response and follow-up to all support calls from remote users.
•Update existing support tickets and monitor new tickets in the FootPrints Help Desk Ticketing software.
•Performed PC setup and maintenance, including operating system and software installation either for new hires or hardware refresh.
•Opened trouble tickets with 3rd party support vendors as appropriate.
•Daily monitoring of back-up and recovery systems, and user account configuration.
•Performed LAN and remote access/VPN troubleshooting to isolate and resolve problems.
•Performed maintenance and administration of PC based applications including email, MS Office, Skype for Business, anti-virus software, and other department-specific applications.
•Performed backup tape maintenance & data restores when necessary.
•Cataloged and maintain PC and laptop hardware, software and warranty inventory.
•Documented and update all IT support processes on a continual basis. Document related issues to maintain an IT knowledge base.
•Provided weekly status report on open and resolved issues.
•Must be able to work evenings and weekends and be on-call off-hours - monthly rotation.
TekSystems/Pernod Ricard Napa, CA 01/2016 to 03/2016
IT Desktop Support Analyst
To work closely with management and clients to ensure problems are understood clearly, PRA-IT standards and procedures are adhered to and problem resolution time is kept to a minimum.
•Solutions are delivered on time.
•To demonstrate and promote customer service excellence in all client dealings.
•To show initiative when dealing with service issues and identify and communicate any changes or enhancements, while respecting the organizations promotion of standardization.
•To escalate issues that may potentially affect the clients and business units in a timely manner.
•To provide representation of local business needs and variations to the client support technology team in the development and implementation of technical standards.
•To ensure that client support services are delivered to the business in an efficient manner, while maintaining and improving service levels in accordance with PR-Canada standards.
•Provide Tier 3 support in the operation and management of Windows desktops/laptops
•Manage various types of medium-to-complex project initiatives, upgrades and maintenance activities
•Assist with Level 1 support as needed. Monitor support call queue for new support calls and respond accordingly
•Maintain and support all Audio Visual equipment including video conferencing
•Work with external vendors to resolve hardware and software issues
•Configure and deploy equipment for new hires (laptops, desktops, iPads, Blackberry, iPhones)
•Install hardware and software as needed by the business
•Maintain asset and configuration management documentation for all devices and end-users
•Development and deployment of unattended operating system installations for workstations/desktops/laptops
•IMAC’s – Installs, Move, Add, Changes
•Work with end-users to develop an understanding of their business requirements
•Create and maintain knowledgebase solutions
•Enter all requests and incidents into ticketing system according to ITSS policies
•Update ticketing system and documentation according to ITSS policies
•Create and modify support documentation as related to the corporate infrastructure
•Application, Hardware and Operating System lifecycle management including upgrades, patching and off-hours maintenance activities
Williams Sonoma Inc. San Francisco,CA 07/2015 to 10/2015
Migration Specialist
•SurfacePro Windows 10 Migration Rollout
•Scheduled department directors for migration
•Imaged Surface Pro 3 devices via PXE. Installed, setup and migrated data.
Morrison & Forester LLP San Francisco,CA 03/2012 to 03/2015
Support Center Help Desk II
•Supported 500+ applications used by 3000+ users across 17 offices worldwide
•Primary escalation contact for advanced end user remote access troubleshooting
•Supported Juniper Secure Application Manager, Network Connect, Windows/Mac OS X RDP clients, Citrix XenApp 5/6/6.5 and Citrix Secure Gateway remote access solutions
•Privilege Management/Account management Active Directory, Exchange Server, DM Doc Manager, Blackberry Enterprise Server, RSA SecurID, service-now.com SAS, Global Crossing Ready Access teleconferencing, Accellion Secure FTP services, GOOD mobile email services, AirWatch mobile email services, eFax desktop faxing service, Microsoft Sharepoint, Juniper FTP, Google Postini spam filter, Axway Mailgate, Citrix Management Console, Hummingbird/OpenText DMS (DMAdmin, Winctools), CarpeDiem Admin, InterAction Admin, ADUC, Exchange Management Console, Meeting Room Manager webapp, and various management applications built specifically for Morrison & Foerster.
•Experienced with Microsoft Office Suite (97-2003, 2007 and 2010), troubleshooting formatting and corruption issues in documents, MacPac Macro Suite, Adobe Professional, SCCM, CarpeDiem Time Entry, Workforce Timecard, Outlook web Access, RDP, various FTP and Virtual Data Rooms (VDRs) (e.g. Intralinks)
Robert Half Technology San Francisco,CA
11/2011 to 12/2012
Migration Specialist
Short-Term IMACs/ Moved all employee machines to new building/troubleshooting as needed.
DecisionOne / SFO San Francisco,CA 02/2006 to 10/2011
Customer Service Engineer Specialist
•Perform desktop level 1, 2 support related to installation, maintenance, and upgrade of computer hardware, software, and related peripherals.
•Maintain a wide variety of computer, printing, display, passenger interface, communications, and specialized equipment throughout United Airline's domestic and international terminal space, offices, and Maintenance Operations Center.
•Manage user network account privilege access.
•Direct hardware deployment functions for new and repaired systems, ensuring devices are installed in the appropriate location.
•Conduct regular preventative maintenance and proactively resolve issues identified during rounds to prevent larger system failures.
•Prioritize incoming support tickets from help desk entries, email, phone, and in-person requests and allocate resources appropriately.
•Efficiently identify, troubleshoot, and resolve desktop related hardware, software, network, and connectivity malfunctions to minimize disruptions and inconveniences to passengers and employees.
•Maintain accurate record of all aspects of support queue activity, including but not limited to original issue, method of diagnosis, resolution, follow-up action, and all communication with customers, team members, management, and vendors.
•Document methods utilized to resolve new or complex issues that have no established resolution procedures and communicate findings to appropriate staff.
•Manage large inventory of equipment, spare parts, tools, and software, ensuring immediate availability of any item required to resolve all issues.
•Train end users how to identify and resolve common or minor issues and operate various software programs via email, phone, or in-person.
•Desktop/laptop repair (hardware & software).
Siebel Systems Emeryville, CA 01/2000 to 04/2001
Provisioning Specialist
•Configured new user accounts, including Microsoft Exchange mail setup, account access management, and user groups, updating all aspects of user accounts as their role and needs in the organization changed.
•Set up and configured computer systems, training employees when necessary.
•Procured workstations’, imaged, tested and maintained inventory and location of all systems.
Education:
Associate in Applied Science degree in Information Technology with emphasis Network Systems Administration
Heald College School of Technology San Francisco, CA
01/2003
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