Technical Support Engineer
Resume:
Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
Interested in obtaining employment in a Customer Support/ Helpdesk setting assisting others in the usage of computers to enhance their work environment and promote performance in their profession.
Richard J. Serna
IT TECHNICAL SUPPORT ANALYST
Experience
Personal Information
01/2016- TECHNICAL SUPPORT ADMINISTRATOR
present PERALTA INDUSTRIES San Jose, CA
Provide online/ live chat support for company clients and employees in a Windows/ Mac OS environment.
Responsible for mobile device setup and troubleshooting (iOS/ Android).
Provide printer support for company (HP, Dell, Canon, Pixma).
Introduced remote desktop support GotoAssist to organization which enabled quick resolution to computer/ Customer support. Address anti-virus issues, software updates, and recommendations for hardware /software upgrades.
Provide company protocol informational emails and updates for personnel.
08/1999- IT TECHNICAL SUPPORT SPECIALIST
11/2015 SANTA CLARA UNIVERSITY Santa Clara, CA
Provide technical support to Faculty, Staff, and Students. Troubleshoot and resolve technical issues related to university supported technology.
Resolve user problems as first level support via phone, walkup & live chat. Collaborated with fellow IT staff on improvements and enhancements of service. Utilized Customer Relationship Management to assist Faculty, Staff & vendors with platforms for integrating information to process requests.
Software troubleshooting and support for Windows OS, Mac OS, Microsoft Office suite, web browsers, mobile devices and smartphones (iOS, Android and Windows).
Assisted Customers with University & personal antivirus, software, network printers and Cisco AnyConnect & VOIP configurations.
Assisted Customers with University & personal antivirus, software, network printers and Cisco AnyConnect & VOIP configurations.
Detailed knowledge of call ticketing software and processes including ServiceDesk Plus, HEAT and Support Logix
Supported remote desktop utilizing GoToAssist as well as assistance with Google APPS, remote video conferencing & wireless/ network printer access. Managed network access for Customers including granting, denying access and reviewing the causes for denial of authorization to network.
Maintained contact with customers and solicited feedback for improved services. Created self-help guides for websites.
Assisted other divisions with backup support as needed.
10/1997- PC COORDINATOR
05/1999 BC RECORDS Mountain View, CA
Assisted in MAC to PC conversion for City of Mountain View. Performed file transfers and upgrades from MAC OS to Windows.
Refurbished and configured equipment removed for MAC upgrades to other departments. Provided on-site technical support and training on the new operating system.
Address
64 Keever Ct.
San Jose, CA 95127
Phone
*******@*****.***
Skills
Anti-virus
Symantec, Norton, McAfee Sophos
Back-up
Clients
Conversion
Documentation
Hardware
ERP Support
Helpdesk
HEAT, Service Desk Plus, ZOHO, Zendesk
Laptops
Mac OS
10.12 and prior
Microsoft Office Suite
365, 2013, 2010
Training
Windows
10, 8, 7
Active Directory
Education
2012
Foothill College
Database Management
2006
DeAnza College
Computer Programming
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