Remote Technical Support Specialist

Michelle Faulkner, Technical Support Specialist

Oakland, 94603, US, +1-341-***-****, *************@*****.*** SUMMARY Dedicated Technical Support Specialist with over 15 years of experience providing comprehensive IT support across diverse environments. Proficient in hardware and software troubleshooting, network diagnostics, Active Directory management, and customer service. Proven ability to resolve complex technical issues, manage ticketing systems like Remedy, and ensure seamless user experiences. Eager to leverage extensive technical expertise to enhance support operations and contribute to team success. WORK EXPERIENCE

CFO and IT Specialist

D&M Hauling and Recycling

12/2018 – Present Oakland

Spearheaded bi-weekly payroll processes, developed the company website, and supported special projects and documentation creation. Maintained office computer systems, printers, and managed the installation of new software updates.

Computer Field Analyst

PG&E

10/2018 – 12/2018 San Francisco

Delivered desk-side support, addressing hardware and software issues, and training users on various local and networked printers as well as PC peripherals such as Blackberries and Air cards.

Executed data recovery on failed hard drives and collaborated with service providers to coordinate the resolution of incidents and service requests, acting as the local point of contact for vendor representatives. Balanced technical expertise with task management and teamwork to enhance customer service delivery.

Diagnosed and troubleshot problems with PCs, laptops, software, communications devices, servers, and network connections as needed. Ensured that installation and troubleshooting documentation processes were accurate and up to date by providing feedback for updates. Maintained precise documentation of work-related activities and daily updates of service requests in the SMC database.

Provided after-hours on-call support for urgent application issues impacting clients and operations, effectively managing communication with support personnel during system-wide events.

Demonstrated a full understanding of desk-side support, troubleshooting, and resolution concepts, handling assignments of moderate complexity. Selected appropriate methodologies to resolve problems and identify solutions, sometimes participating in project teams as required. Instructional Assistant

Oakland Military Institute College Preparatory Academy 03/2018 – 09/2018 Oakland

Facilitated academic support for junior high and high school students in both individual and small group settings, ensuring compliance with IEP program requirements.

Mentored and served as a study companion for students, provided one-on- one support, and managed technical library tasks including scanning and cataloging materials into the Follett Destiny Library Database. Collaborated on the planning and implementation of library policies and procedures from 2017 to 2019.

Desktop Field Support Technician

Kaiser Hospital

11/2016 – 12/2017 Oakland

Supported a robust Microsoft-based network, providing expertise in Windows XP, Windows 7, and Lotus Notes environments. Under the direction of IT representatives, performed a range of duties including asset receipt, equipment mobilization, staging for build/image activity, conducting pre-deployment client interviews, executing equipment replacements, and updating asset management records promptly. Monitored daily activities, installed and maintained PC hardware and software infrastructure, troubleshot network communications, and executed system backups and data recovery protocols independently. Handled email administration, monitored disk capacity, and managed network security tasks, while preparing assets for disposition and performing other administrative duties.

Utilized a vehicle provided by contractors to transport equipment across multiple facilities as directed by IT representatives, demonstrating the ability to manage incoming and outgoing assets effectively. Desktop Field Support Technician

Stubhub

04/2012 – 06/2016 San Francisco

Delivered computer field technical support to both on-site and remote corporate employees, including installation, servicing, and repair of computer systems and peripheral equipment by addressing issues via the Remedy ticketing system and performing software installations through SCCM, Casper for Mac imaging, BitLocker, Active Directory, MS Exchange, LDAP, McAfee, and Java updates.

Responded to user inquiries, effectively troubleshooting and resolving issues while escalating more complex challenges to the appropriate personnel.

Instructed customers on the operation and maintenance of their systems and equipment, imaging, and configuring systems operating on XP and Windows 7.

Acted as a liaison with customers on administrative and technical matters related to Active Directory projects, performing analyses to prepare reports on problem trends.

Collaborated with client engineers to gather requirements and design changes, facilitating the translation of engineering design into software and test plan development.

Field Technician Assistant

The Computer Merchant

11/2011 – 04/2012 Norwell

Provided on-site field support to customers, including the installation of SCCM, BitLocker, and servicing of systems and equipment. Resolved customer inquiries while referring more complicated issues to the relevant personnel for follow-up and troubleshooting. Guided customers in the operation and maintenance of their systems and equipment, acting as a liaison for administrative and technical matters regarding Active Directory projects.

Desktop Support Analyst

Artech Information Systems

03/2010 – 11/2011 San Francisco

Provided Level 2 support to resolve issues in desktop hardware and software environments, managing Active Directory access, Windows XP and 7 environments, and various client applications through effective root cause analysis.

Coordinated and installed new desktop technology solutions, client software applications, and operating systems, assisting users with video conferencing setups as needed.

Managed customer relations and expectations while adhering to service level agreements, participating in assigned project tasks to meet deliverables and deadlines.

Implemented desktop best practices and operating standards to enhance operational efficiency across managed and unmanaged desktop environments.

Desktop Support Technician

Kaiser Hospital

11/2008 – 12/2009 Oakland

Resolved escalated calls through the Call Tracking system, assuming primary responsibility for client workstation support, addressing desktop hardware and software issues with effective problem-solving techniques via on-site or remote assistance.

Coordinated installation of desktop technology solutions, client software applications, and operating systems, including software image creation and deployment.

Ensured customer relations were managed in accordance with service level agreements, participating in designated projects to deliver on time and within scope while implementing industry best practices for desktop environments.

Helpdesk Analyst

Manpower Technical

01/2008 – 06/2008 sacramento, ca, United States

Supported Abbott Diabetes Care employees by responding to helpdesk calls and entering issues into a trouble ticket system.

Handled troubleshooting tickets including Active Directory management, software installations, and hardware replacements, ensuring seamless user support during critical operations.

Managed password resets, set up Lotus Notes users, and performed operating system ghosting, coordinating effectively with vendors for equipment repairs and new purchases.

Desktop Field Technician

BBC Computers

05/2007 – 11/2007 Oakland,ca

Analyzed and configured office network systems, setting up new computers, wireless routers, and VPNs, as well as various software installations to ensure operational efficiency.

Maintained consistent environments across Windows NT and XP setups, including print and router management.

Field Support Technician

Northrop Grumman

11/2006 – 04/2007 Pleasanton

Addressed and resolved issues related to Microsoft Office, Active Directory, and Outlook, ensuring optimal user functionality across systems. Managed software upgrades and installations while performing ghosting operations for operating systems, printer maintenance, and setting up teleconferencing and projection equipment for meetings. Engaged in consistent ticket updating through the NGC National Dispatch phone center to maintain service levels.

SN Servicing

Citrix

12/2003 – 02/2007 Rancho Cordova

Served as a Helpdesk Analyst, delivering Level 1 support to SN Servicing employees across global offices.

Utilized service desk software for the trouble ticket system, effectively resolving Citrix VPN connectivity issues, along with Active Directory and Outlook setups.

Managed ghosting of operating systems and facilitated vendor contacts for Dell computer repairs, also conducting printer maintenance tasks. Operations Analyst

State of California Department of Health Services

10/2006 – 01/2007 Sacramento

Provided operational support for employees within the State of California Department of Health Services, focusing on Microsoft Office, Active Directory, and Outlook issue resolution.

Executed software upgrades and installations, alongside ghosting operating systems and performing printer maintenance while setting up teleconferencing and projection equipment for meetings. Frontline Analyst

PG&E

02/2006 – 03/2006 San Francisco

Delivered Level 1 support for PG&E employee requests, effectively evaluating, fulfilling, and resolving issues in a call center environment. Resolved VPN and internet connection issues while managing password resets and maintaining customer satisfaction.

Helpdesk Support

Juniper Networks

04/2005 – 09/2005 Fremont

Provided Level 1 support for Juniper employees, addressing requests through telephone and Clarify email ticket systems as well as in person, ensuring prompt resolution of user issues.

Managed VPN connection issues involving RSA cryptographic token interfaces, maintaining high customer service standards across all support channels.

Hardware Technician

The Computer Merchant

03/2004 – 03/2004 Computer Operator

Executed a Cisco network upgrade, enhancing overall network performance.

Maintained a stable operational environment utilizing CISCO hardware and Oracle systems.

Global Helpdesk Support Technician

Computer Operator

12/2003 – 02/2004 Sacramento

Responded to helpdesk calls and managed entries in the Remedy problem ticket system, ensuring timely resolution of customer issues. Assisted in resolving open trouble tickets until completion, enhancing operational efficiency and customer satisfaction.

Helpdesk Technician

Wireless Internet connectivity

10/2002 – 11/2003 Rocklin

Designed, monitored, and maintained the office network server, ensuring operational stability.

Utilized various operating systems including Windows NT, XP, 9X, ME, and Macintosh to support a diverse range of user needs. Technical Support Technician

Onemain.com

04/2000 – 08/2002 Roseville,ca

Delivered call center technical support for a range of operating systems including Windows 9X, ME, 2000, XP, and Macintosh, addressing issues related to dial-up, DSL, and cable internet connections. Managed email account setups across various client software, including Outlook and Netscape, and provided browser support for Internet Explorer and Netscape.

EDUCATION

Sierra College

Associates of Science, Computer Information Systems 1981 – 1985 Rocklin

Sierra College

Associates of Arts

1981 – 1985 Rocklin

Highlands High School

Diploma

1978 – 1981 North Highlands

SKILLS SCCM Active Directory

Remedy WebEx

GoToMeeting Lotus Notes

Microsoft Office PBX

Backup Exec Software VMware

Voicemail Terminal Services

Symantec Ghost Cisco 3550

Windows MacOS

OS/2 JES2

MVS AS400

JCL TCP/IP DNS

WINS DHCP

LAN WAN

Microsoft Windows Server VPN

Microsoft Windows TCP/IP

Microsoft Exchange Computer Networking

Operating Systems Mac support

customer service troubleshooting

call center skills Time management

Technical support Hardware

Access Controls Email Systems

Software Applications Asset Management

Documentation Technical Skills

Microsoft 365 Communication

Problem-solving Multitasking

Observational skills Salesforce

Computer Science Google Workspace

Android iOS

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