PC Technician

William Henry Frederickson

**+ years of IT Desktop Support Specialist in troubleshooting and repairing computers, configuring business networks and providing exceptional communication to explain technology clearly with excellent customer service experience.

Proficient in supporting hardware and software for PC, Mac, printers, and mobile devices, building and configuring new computers, and resolving network issues.

Skilled in maintaining IT inventory, performing audits, and conducting security reviews.

Adept at managing user accounts, following change management processes, and training personnel on effective technology use.

Expertise in installing, configuring, and troubleshooting AV equipment, including projectors and wireless display connections.

Provides remote Tier 1 support using tools like Logmein 123 and Team viewer.

Experienced in web and application management, including PHP, MySQL/MariaDB, HTML, CSS, JavaScript/jQuery, and LAMP stack. Strong problem-solving abilities, supporting end users with malware issues, and managing office systems, DNS, email, and SQL databases.

20+ years experience with Microsoft Office Products (Word, Excel, Powerpoint, Access, Presentation, etc).

20+ years experience with WordPerfect.

10+ years with LibreOffice/OpenOffice.

EDUCATION, TRAINING, CERTIFICATION

AA, Computer Science, Yuba Community College, May 1995

Certifications:

PHP, JavaScript, HTML

TECHNICAL ENVIRONMENT

Skills: Imaging Desktops, Troubleshooting, Ticketing, Install, Configure, Repairs, PC, Mac, Printer, VOIP, HTML, JavaScript, PHP (OOP), MySQL, jQuery, CSS

MAJOR ASSIGNMENTS

Tech2u Sacramento, CA May 2023 – Apr 2024

Field Support Technician

Responsibilities:

Respond to hardware and software support issues from customers for PC, Mac, Phone/Voicemail, Printers, Mobile devices etc.

Build and configure new computers.

Troubleshoot and resolve network and communication issues.

Set up/remove user accounts on systems (network, email, phone, security, etc.).

Follow documented processes and procedures.

Maintain (patches, updates and fixes) for all software used on desktop systems.

Track and update IT inventory.

Perform audits and take corrective actions.

Perform technology security reviews and consolations.

Follow change management processes

Help train company personal on technology and how to use it more effectively.

Travel minimal amount in the NorCal region.

Perform miscellaneous related duties and other duties as assigned.

Present a positive professional image to our customer at all times.

Advanced Solutions, Roseville, CA Sep 2021 – May 2023

IT Desktop Technician

Responsibilities:

Maintain computer hardware, software and peripherals to assure the smooth running of computer systems, workstations and other IT equipment. Install, configure, troubleshoot, upgrade and update operating systems, drivers and applications as needed.

Assist teachers and staff with audio-visual equipment. Install projectors, perform projector maintenance, clear filters and replace projector bulbs if necessary.

Configure and troubleshoot wireless display connections like Apple TV, Chromecast, Miracast, DLNA, etc.

Provide users with assistance in resolving hardware malfunctions and software issues, receive and respond to emails and telephone calls concerning technology issues, determine type of requests, provide general troubleshooting and solutions.

Respond timely to user requests for service via IT ticketing system, email, phone.

Setup and breakdown of audio-visual equipment for meetings, presentations and events.

Operate audio-visual equipment (soundboard, lightboard, video camera, etc.) to facilitate meetings, presentations, events, music shows and drama productions.

Install, troubleshoot, diagnose and resolve hardware, software and peripheral issues with computers, printers, projectors, document cameras, VoIP phones, network switches, etc.

Facilitating smooth operation of laminator and photocopiers (troubleshooting, scanning and networking connections, replenishing laminator film, toner and staples, clearing jams).

Install, maintain, upgrade, replace and repair computer hardware, printer cartridges and other components, install, configure and resolve problems with applications and operating systems.

Provide remote Tier 1 support help desk for Windows, and Macintosh using Logmein 123, Team viewer and other similar remote desktop software programs.

Configure equipment to assure optimal operation and connectivity, install and update operating systems and peripheral drivers as needed.

Communicate with personnel and contractors to exchange information and resolve technical issues or equipment performance concerns.

Maintain current knowledge of technological advance in computer hardware and software.

Windows, Macintosh & Linux.

Used Microsoft Word to write documentation on phones, WiFi and Gridpoint setups.

The Glass Guru, Roseville, CA Sep 2012 – Dec 2019

Webmaster/DBA/SA/IT Support

Responsibilities:

Performed key role in cross-functional teams through development, testing, and product launch.

General IT support for office systems.

Led application design, site architecture design, using PHP, CSS, JavaScript and HTML programming to meet validation requirements.

Managed DNS, Email, FTP, shell accounts, SQL databases, security and site backups.

Custom CMS in PHP, MySQL/MariaDB, HTML, CSS, JavaScript/jQuery that serves up franchise by store name.

Managed multiple Word press installs.

Custom PHP scripts to get data from Service bridge and add data to custom internal website.

AJAX data calls with JavaScript/PHP/MySQL.

SQL Queries across multiple tables.

Some SEO/SEM management when SEO manager is out.

Created and formatted reports and documents in Microsoft Word to communicate complex information clearly and effectively.

Used Microsoft Excel to analyze and visualize data, create spreadsheets for tracking franchises, and generate graphs and charts for presentations.

Developed professional presentations for meetings and conferences using Microsoft PowerPoint, incorporating multimedia elements and transitioning effects.

Managed emails, calendars, and contacts efficiently with Microsoft Outlook, scheduling appointments, setting reminders, and organizing tasks.

Managing websites on LAMP stack.

Submitting websites for crawl to Google/Bing/Yahoo.

Manage store settings on each website (phone numbers, addresses, etc.).

Assist in maintaining PCs (software/hardware installs/repairs).

Wipe hard drives when no longer needed using DOD government wipe on linux using shred.

Provide Tier I support per requests from various constituencies. Investigate, troubleshoot, and document problems.

Support end users with virus/malware related issues.

Research new technologies for review, testing and implementation.

Utilizing remote management to diagnose/modify update computer programs/software and computer systems.

Conduct physical inventory of assets.

Process computer equipment for excess and disposition.

Ensure every device is wiped/degaussed prior to site removal.

Assist in setting up presentation devices and Video Conference units.

Set up, ensure functionality, be available during events and shut down video conferences.

Replace defective cabling electronics and simple replacement of defective cabling.

Assist users with mobile communication devices, (mobile phones/tablets).

Ability to make replacement cables from raw cable and RJ-45 connectors.

Identify and resolve hardware incidents and service requests of a consumable parts.

Troubleshooting and repairing computers.

Troubleshooting and configuring home and small business networks.

Exceptional communication skills (both written and verbal).

Ability to explain technology in an easily understood manner.

Pacific Staffing/Kaiser Permanente, Roseville, CA Jun 2011 – Sep 2011

Web Programmer

Responsibilities:

Provided solution to the Severity 1 issues to the customer.

Developed HTML and PHP 4.4 code to fetch data from an existing MySQL database.

Design and hand coding of new websites using PHP/Javascript/jQuery/AJAX.

Designed and implemented security program to protect all websites from SQL injection attacks.

Designed new internal menu system for employee website using PHP, MySQL, HTML, CSS, JavaScript.

SQL Queries across multiple tables.

AJAX data calls with JavaScript/PHP/MySQL.

Used Microsoft Word to write documentation on how menu worked.

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