Customer Support Desktop

Necki Goble **** Canto Drive San Jose, California 95124 650-***-****

OBJECTIVE: Looking for a position that utilizes my skills and experience and would offer growth and advancement.

KEY ACHIEVEMENTS:

Expert in providing top-notch customer support while finding low cost and timesaving solutions for technology purchase, installations, enhancements, procedures, and conversions.

Exceptional ability to oversee and implement a project throughout the entire lifecycle, including planning, organizing, delegating authority, implementation, and documentation.

Perform cost analysis, planning, and determining solutions and implementation of large projects, staying under budget and completing on time. Successfully train users at different technical level and create training material. BUSINESS EXPERIENCE:

Rencata – IT Solutions

Executive Desktop Support II to present

White Glove support to Executives and their Admins. Solving issues with Microsoft office 365 email and calendars. Conference room support for Executives and Board members. Provide remote and face-to-face support to both internal and external customers. Solving technical problems and requests including connectivity, access, computer hardware, operating system, and software application functions. White glove support for deployment to new Executives and Administrations. PDQ software distribution.

Workspace One mobile device management system and software distribution. Solid understanding of ServiceNow, incident management, creating dashboards, generating reports and navigating through different features. Knowledge of Slack and Teams for staff.

Knowledge of UMS for virtual computers.

Wireless Mobile computers for operating rooms and patient care. Knowledge of network communications and server-client environments. Demonstrated resourcefulness, initiative, and analytical abilities. Oversees/coordinates logistics and resources for assignments related to office moves/relocations.

Cable management for all computers and mobile device units. Proven experience leading a diverse team and managing technical projects. Strong knowledge of Active Directory password resets, group policy and organization units.

Troubleshooting and replacement of handheld scanners for patient care. Installation of document scanners

Knowledge of Jamf for iPad and iPhone.

County of Santa Cruz – Human Resources

Information System Services Analyst II 5/23 to 3/2024 Performs a full range of moderately complex installation, configuration, maintenance, and support of hardware and software.

Interviews users to collect information about problems and leads users through diagnostic procedures to determine source of problem/error, possible causes and solutions.

Logs and tracks service requests using problem management database. Handles problem recognition, research, isolation, resolution, and follow-up for various routine to moderately complex user problems and escalates problems when necessary. Serves as liaison between technical staff, end users, and vendors to resolve customer/user problems and concerns.

Explains computing concepts to non-technical staff. Provides training (one-on-one, small group, and formal presentations) in the context of delivering technical support.

Assists with user account administration and file rights management. Ensure Group policy and software package distribution is set for each user. Scan, label and record accurate inventory for all hardware. Troubleshoot and resolve printing and scanning issue. On-site support at user location to resolve issues. May run routine system back-up.

Imaged and encrypted laptop and desktops.

Set up MDM for all desktop and laptops.

Jamf all iPhones and iPads.

Performs other related duties as assigned.

City of Palo Alto Palo Alto, California

Desktop Technician 10/22 to 5/23

Plans, organizes, and performs hardware and software system configuration and maintenance on personal computers throughout the City of Palo Alto. Receives telecommunications, networking and personal computer end user requests for repairs and resolutions of problems and performs moves and changes (MACS) in the telephone system as needed.

Performs repairs, maintenance, and installation of personal computer hardware and software, and of telephone sets and wiring.

Works on special duties or projects assigned by the Manager such as hardware, software and network installations and configurations. Trouble shoots network connections – wired and wireless. Write clear, concise, and accurate documentation on work procedures. Assist with inventory control.

Assist with tracking licenses and software.

Detect and remove spyware, viruses, and other malware. Wiping of data and disposal of assets per City of Palo Altos' policy. Performs troubleshooting and diagnostic services to determine the cause of hardware and software problems and provide timely resolution of same. Performs desktop support on hardware, and peripherals, including software configuration and installation.

Participates on project teams to ensure successful implementation of new systems or upgrades to existing systems.

May perform similar duties/tasks as assigned.

Stanford Medicine Health Care Palo Alto, CA.

Senior Field Service Technician 8/19 to 9/22

Provide on-site and remote support, troubleshooting and resolving computer issues Windows & Mac OS platforms (Mac OSX 10.7+, Windows 10/11). White Glove support to Doctors and Deans along with their admins. Experience in troubleshooting and supporting Apple iOS & iPhones Android mobile set-up with intelligent Hub and troubleshooting issues. Research, recommend, and implement solutions for clients to meet individual business needs and help ensure compatibility with university systems/architecture. Provide Leadership to the service desk and user the community. Image and deploy new system to new user and upgrades with data transfer. Provide advanced training to desktop support people throughout the School of Medicine.

Setting up Doctors laptop and configuration of Telehealth for work at home. Migrate several department users and computers from no support to standard support model environment.

Install configured, recover data and troubleshoot Crash Plan backup software on all supported computers.

Encrypt laptop, desktop and all mobile devices.

Experience in supporting one or more IT infrastructure area such as Networking, Active Directory, LDAP, DB fundamentals, back-up/storage. Network Database clean up.

Printer firmware update project.

Virtual Tech Bar from the Website.

Tech bar Technician.

Teaching users and on boarding new employees.

Stanford University, School of Medicine, Palo Alto, CA IT System Analyst II 6/05 to 9/19 – Laid Off

Provide on-site and remote support, troubleshooting and resolving computer issues. Create training documents and train user’s community on new technology and know how’s.

Research, recommend, and implement solutions for clients to meet individual business needs and help ensure compatibility with university systems/architecture. Provide Leadership to the service desk and user the community. Provide advanced training to desktop support people throughout the School of Medicine.

Migrate several department users and computers from no support to standard support model environment.

Install, configured, and troubleshoot Crash Plan backup software on all supported computers.

Encrypt laptop, desktop, and all mobile devices.

Network Database clean up

Active Directory clean up

Big Fix Administrator for software upgrades and patches for all the supported computers in the School of Medicine and report on power management. Encrypt computers and trouble shoot TPM issues.

Train new contractors on the process, operating procedures and how to on helpdesk operations.

Ordering computers and supplies.

Web design and updates.

University of the Pacific, Stockton, CA

CSC Coordinator 7/02 – 04/05

Technical Support Specialist I/II - 3/2000 – 07/2002 Second level hardware and software support to the University faculty, staff and students.

Designed and implemented a student technology helpdesk. Resolved escalated problems regarding business process, hardware, and software. Managed Student Technology Advisor Board bi-monthly meetings and the students’ Technology concerns/needs to upper-level management. Successfully communicated any system wide issues through various means of media. Independently planned and organized work, managed priorities, and utilized available resources to complete quality work within time and budgetary constraints. Accomplished projects, assignments, goals, and objectives within a specific time. Proactively resolved, analyzed, and solved recurring problems and issues on a daily base.

Created daily and weekly reports using crystal-writing tool. Managed eight student technicians scheduling and escalating issues. Provided training to the Student Technology Assistants and First Level Technicians. Created, maintained, and tested helpdesk documentation using info mapping solutions. Advertised, selected, and interviewed applicants for Student Technicians and First Level Technicians.

Web administrator for the CSC and STS department’s web site. System Administrator for Symantec Console virus software. CORE COMPETENCIES:

Configuring and Administering Apple 10x

Configuring and Administering Windows 7 and Windows 10 Enterprise 64bit Configuring and Administering Mac OSX and beyond

Configuring and Administering Windows 2003 and 2008 Server Implementing and Administering Active Directory

Implementing Symantec Anti-Virus to campus community Installing and supporting Sophos to the campus community Implementing encryption and MDM/Air watch

Implementing Computer standards.

TECHNICAL EXPERTISE:

Hardware, software, procedures, systems and their integration into business applications such as

People Soft, Remedy and Oracle Financials, Cerner, Citrix, EPIC and ERAS. Management/supervisor skills, principles, and techniques. Electronic data processing principle, techniques, and capabilities. Designed and implemented a database utilizing a database management system. Includes Structured Query Language (SQL) and a variety of relational database Management

Systems, such as Oracle and Microsoft Access for Windows. Encryption and secure desktop computing.

Analyze a variety of system and computer problems and develop solutions. Troubleshoot software and hardware problems and/or errors. Concepts and implementation of Internet, Extranet, and Intranet. Design and implementation of websites, pages, forms and databases. Quality assurance for website, computer images and new computer installs. EDUCATION:

Microsoft Certification – MCIT for Windows Vista, Windows 7 and Window10, 11. Microsoft Certification - MCITP IT Technician support computer systems. Management Certificate Program Series - certificate received. Performance Management System – certificate received. Business Writing Basics – certificate received.

Dell Certification – Desktop, Workstations, Laptop and Servers. Crystal Reports Writing I & II – certificate received. Microsoft Technical Training for Implementing and Supporting Windows XP Professional –certificate received.

Fundamentals of Project Management – certificate received. Apple training for OSX and 10.7 - certificate received. University of Phoenix – San Jose, Ca.

Master Business Administration - MBA

California State University, Stanislaus, Turlock, Ca. Bachelor of Science - Computer Information System

Concentration: Decision Support System

Modesto Junior College, Modesto, Ca.

AA - Business Computer Information Systems

PROFESSIONAL PREFERENCE:

Glenn Peacock – Stanford Health Care - 650-***-**** - Manager of the helpdesk Terrell McQuitta - Stanford University – 650-***-**** – Manager of Field Support Gordon Sinclair – Stanford Health Care – 650-***-**** – Lead Field Support

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