Engineer Software

Professional Profile

I am a Computer Technician with over 15 years of experience resolving Hardware and Software issues. I provided onsite as well as resident support as a Technician and Helpdesk Analyst and provided Installation/Migration services for a diversity of clients from Business to Education, Government and Manufacturing.

Technical Skills -

• Computer Installation/Maintenance: Workstations (Including all HP, Dell, Sony business and Lenovo, Gateway, Compaq home computers) Motherboards, CPU’s, CDRW’s, DVD Burners, Keyboards, Mice,, UPS products, Servers (Specializing in HP Proliants), POS systems, RAID Technologies, NAS Devices.

• Mobile and Laptop products: including: HP/Compaq/Lexmark Business and personal Laptops. Replacement and Upgrading of System boards, Keyboards, and Displays, Blackberry, Android and Apple mobile devices.

• Operating Systems Installed and Maintained: Windows (Including XP, Vista, and Windows 7), Windows NT/2000, and Server 2003 installations. DOS and some Linux (Including Redhat and Ubuntu) and some MAC OS’s.

• Software Installed and Maintained: Office XP, 2003, 2007 and 2010, Excel 2003, 2007, Outlook 2003, 2007 and 2010, Microsoft Publisher, MS Mappoint, McAfee, Norton anti-virus/Network Security products, Symantec Ghost Disk Cloning/Imaging software, Encryption software(various manufacturers), CD/DVD Burning software including Nero, and programs specific to client business requirement (Including Clarify and Remedy based Helpdesk Software).

• Network Installation and Maintenance: Switches, Routers, Hubs, Cabling, Network cards (including 10, 100baseT and Gigabit) from manufacturers such as Cisco, HP, Netgear, and Linksys, some Fiber Optic Technology, Printer and NAS setup and maintenance.

• Printer Products and Technologies: Printers (Specializing in HP/Lexmark Laser and Inkjet printers), HP Scanners & Fax products, Print servers (including JetDirect cards and Software from HP), Some DesignJet knowledge and experience.

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Computer & Technology Consultant

Self-Employed December 2010 – Present

• Provided professional consultation and repair of home and SMB products. This includes networking products Laptops, Personal Computers, Printers and High-speed Internet and wireless products.

• Worked deployment project to assist Wells Fargo Bank at various San Diego-based locations. Installed new workstations, upgraded existing workstations to Windows 7 and insured connection to Wells Fargo Network. Installed receipt printers, check scanners.

• Worked with a local small business to upgrade Workstation and Laptop Hardware (With HP Business model equipment), Software (Microsoft Word, Excel, and Outlook email programs), and Wireless Router for connection to High Speed Internet.

Hewlett - Packard Company

Field Engineer - Technology Services Group January 2007 – December 2010

Provided onsite Service, Installation and support of HP hardware, software and networking products. Also provided support for products from Dell, and Lexmark and other vendors. They included Proliant servers, workstations, printers including Laserjet, Inkjet, Plotters, and network products from HP and Cisco.

• Assisted project managers in successfully implementing solutions which included installation, configuration and customer training of HP’s products and services.

• Quickly and effectively solve customer challenges or escalate when necessary.

• Maintained consistently high customer satisfaction scores.

• Assisted in generating service’s revenue by submitting service sales leads based on customer needs.

• Performed, individually and with a team, Installations, Moves, Upgrades, Adds (MACS), Data Migration and Reinstallations of Hardware, Software, Operating Systems, and Networking equipment in both office as well as datacenter environments.

• Successfully completed a team project for social networking site “MySpace” to upgrade processors for more than 800 HP Proliant servers while in production enabling HP to secure additional projects and service contracts.

Compaq Computer Corporation / Hewlett - Packard Company

Helpdesk Agent - Customer Support Center October 1998 – January 2007

Supported the field hardware organization by providing telephone as well as other electronic support to approximately 200 field engineers in the Southern California geography.

• Dispatched and managed service requests from customer to onsite engineers using a Clarify based call handling and management system.

• Provided telephone support on HP’s products and services to the field engineer base and was the initial point of escalation for numerous issues for clients from individuals to large enterprises like Disney and USPS.

• Coordinated with partners including UPS, DHL, Northrop Grumman, and others to ensure that all customers’ Service Level Agreements were met by arranging part deliveries, partner resources, and replacement equipment to those customers in an efficient, coordinated manner.

• Worked with management to develop and standardize efficient best practices for call-handling / dispatch by developing and maintaining processes and documentation including, technical support information, and logistics/spare parts procedures.

Digital Equipment Corporation / Compaq Computer Corporation

Deskside Support Lead / Helpdesk Analyst / Technical Support July 1997 - October 1998

Lead Technical Resource for an Enterprise Healthcare account. Scripps Healthcare totaled 4,000 assets for their San Diego county area hospitals, clinics, and support services.

• Manned customer’s onsite helpdesk and took client service requests and provided technical support using the “Target” call-handling and dispatch system to 6-10 field engineers.

• First level technical resource for field engineers as well as first level escalation to the appropriate entity,either customer or vendor, for all hardware, software, application, printer, and network related issues.

• Wrote and disseminated and maintained technical documentation including processes for installing, maintaining, configuring, and upgrading customer equipment.

• Administrator for the program’s computing assets including operating and maintaining the server, storage, all Network operations and connectivity, backups, and maintain backups of the program’s Microsoft Access database.

EDUCATION

Eldorado High School

Diploma

DeVry Institute of Technology

Diploma, Electronic Technician

Kaplan University

Pursuing Degree in Information Technology

PROFESSIONAL DEVELOPMENT

A+ Certification

MISC. I have obtained and held, without issue, various Secret and Top Secret level DOE and DOD level clearances throughout my career. More information is available upon request.

REFERENCES - Provided upon request

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