Information Technology Resume

* ********** *****

Irvine, CA ***** 714-***-****

**********@*****.***

Lisa Antonio

Objective To add to my education and existing working knowledge of the Information Technology industry

Experience Sept 2008–Present Anchen Pharmaceuticals Irvine, CA

IT Support Specialist

 Provide 1st and 2nd level helpdesk and desktop support to all users

 Create and manage all trouble tickets via Track-IT database software

 Participate in, or lead, projects related to desktop support which require coordination between functional units of the IT department.

 Work with other departments in IT to assist in resolving issues that go beyond helpdesk support

 Interact with internal clients on all levels to help resolve IT related issues and provide answers in a timely manner

 Oversee installation, configuration, maintenance, and troubleshooting of end user workstation hardware and software

 Provide software training and new user orientation

Dec 2007-Sept 2008 Experian Interactive Costa Mesa, CA

Help Desk Technician III

 Serves as the initial point of contact for troubleshooting desktop/laptop computers, printers, company standard software, share drives and other network resources

 Provides first and often second level support for all employees located within our major campuses as well as remote and virtual office locations

 Analyzed problems reported and assigned Siemens technicians as needed to provide desk-side support to user’s location

 Works with other IT departments to assist in resolving various issues

 Provides 100% documentation on incoming calls/emails/on-call pages via a ticketing system called Siebel.

 Working knowledge of the following technologies: Active Directory, Cisco VPN, Mainframe, Citrix, RSA ACE Server, Symantec, SMS (Systems Management Server), Safeboot Encryption

Feb 2006-Nov 2007 Bally Total Fitness (Corporate) Norwalk, CA

Help Desk Tier I Analyst

 Performs basic troubleshooting of hardware and software issues for Bally Total Fitness employees.

 Minor traveling to local BTF gyms to troubleshoot hardware

 Properly documents each call via a trouble ticketing system.

 Processes inbound and outbound help desk calls.

 Escalates calls according to established procedures and guidelines.

 Provides desktop support to 400+ users located at the corporate office.

 Working knowledge of the following technologies: Active Directory, Remote Desktop support software, Cisco VPN, Terminal Services, Citrix, AS400

Dec 2004-Jan 2006 Tech 101, Arcus Inc. Fountain Valley, CA

Product Tester/Computer Tech

 Test systems with the newest available technologies.

 Participate in projects that involve installation of hardware and upgrading system firmware.

 Various IT procedures including IP configuration, troubleshooting, customer support and service.

 Ensures that the systems our clients receive are stable and error free.

Education 2010–Present IT Career Boot Camp – Online Training System

 SQL Boot Camp Training

 Curriculum includes: Database Design, relational data model, entity relationship modeling, Sql query development, database development

Related courses include Visual Basic C++, Business Networking Communications, Database (SQL), Management, Finance, Accounting

1999–2005 Cal State University Long Beach Long Beach, CA

 B.S. in Management Information Systems

Related courses include Visual Basic C++, Business Networking Communications, Database (SQL), Management, Finance, Accounting

References Available upon requests

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