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IT Desktop Support

Concord, California, 94518, United States
March 07, 2011

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Scotch Haley

**** *** ***., *******, ** *****



I am an experienced and knowledgeable Information Technology professional with the ability to easily identify and resolve technical issues/concerns. I would like to fully utilize my training and communication skills in a company that will recognize my superior Project design, management and organizational skills. I have excellent communication skills with the intent of building strong client relationships. Teambuilding skills with an emphasis on meeting and beating deadlines while adhering to project design is the backbone of my work.


Genentech 2009-current

1000 New Horizon Wy.

Vacaville, CA 95688

• Develop and implement support issue handling and escalation procedures

• Troubleshoot and repair a variety of computer related issues

• Install, configure and maintain desktop, laptop computers and printers

• Troubleshoot and provide technical support on video conferencing equipment

• Reimage desktop and laptop computer from preconfigured image

• Maintain inventory for future deployment

• Provide exemplary customer service to all end users and management

• Develop and maintain department relationships and gain trust

• Troubleshoot and repair all printers and copiers onsite

Delphi Productions 2005 2009

950 W. Tower Ave.

Alameda, CA 94501

• Staff and lead a team to assume Level 1 and Level 2 technical support

• Research new products and procedures/best practices to improve productivity

• Analyze, evaluate and recommend technology solutions to meet business needs

• Maintain log to record problems and resolutions for future reference

• Fill out and maintain all department paperwork for Senior Management review

• Develop and implement support issue handling and escalation procedures

• Install and upgrade software and hardware as needed

• Negotiate with software and hardware vendors

• Conduct on-site audits/reviews as needed

• Assist with interviewing and attracting new IT technical staff

• Build and maintain relationships with both Technical staff and Management

• Perform quarterly IT job performance review of staff

• Evaluate new software and work with end users to determine more productive methods

• Set up user accounts and mail accounts on a corporate domain

• Build “ground up” computers for different users needs

Haley Electric, Concord, Ca 1996 – 2005

Electrical Contractor

• All aspects of residential and commercial electrical work

• Bidding, proposals, inspections, and fieldwork required for construction and maintenance

• Install voltages from 480 three phase to12 volt systems that include main switchgear

• Install and configure home theater and home automation equipment

• Install and configure Ansel fire suppression systems, fire alarm and control systems

• Install security wiring systems, cat5 and cat6 data cabling

• Manage a team of qualified electricians to insure quality and customer satisfaction

US Army 1990 1996

Ft. Campbell, KY

IBEW local 6, San Francisco, CA

Sound and Communication Technician 1988 – 1990


MS Office for PC and Mac

Adobe CS3 for PC and Mac

Dell, HP/Compaq workstations

Sony, IBM and HP laptops

Xerox networked printers

Video conferencing equipment

Palm, blackberry and IPhone PDA/cell phones

Windows XP pro, Vista, Windows 7, and Mac OSX

Remedy Ticket Tracking


MCDST 2008

MCP Windows XP Professional 2006

MCP Windows 2000 Workstation 2006

Comp TIA A+ Certified -2008

Comp TIA Network+ -2009

Xerox Phaser Certified - 2009

HP Desktop and laptop Certified - 2010

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