Technical Support Manager

Rosetta Daniels

(m) 209-***-**** (h) 510-***-****

Email: *****************@*****.***

Objective: To obtain a challenging position that allows me to use my technology business skills to grow, while assisting in the company's success and future growth.

Select Staffing/Petz Enterprises, Inc.

Tracy, CA 01/10 - 03/12

Technical Support Temporary Seasonal

Lead Technical Support 2nd shift

• Worked with Production Team/ FAQ

• Modify Knowledgebase with current changes

• Application Support

• Overwrite changes to locked accounts

• Provided phone support though live chat and email

• Troubleshooting, and follow-up on software issues

• Supported Windows

IT Ascent, Inc./Kaiser, Walnut Creek, Ca

Walnut Creek, CA 04/08 - 04/08

Tech Refresh

• Install and maintain network hardware and software.

• Install new users, and new applications

• Perform system backups and data recovery

• Resolve network communication problems independently.

• Assist with PC installation, maintenance

• Supported Windows OS

Vedior North America Consultants /Wamu

Pleasanton, CA 09/07 - 11/07

Junior Security Analysts

• Access/Permissions Security/compliance Analysis

• Coordinate with technology managers to qualify/validate systems access for each user in their group

• Present data to each application owner for approval

• Submit final approval to Corporate office on Annual Review

Streffco Consultants, Inc/Kaiser Permanente

Walnut Creek, CA 06/07 - 09/07

Helpdesk Support /KP Quickstart Representative

• Single point of contact for hiring managers and provisioning departments for coordination activities required in fulfilling on-boarding requests

• Coordinate on-boarding activities, paperwork for all new employees and contractors, including space requests, computers, phones, etc.

• Develop and implement internal processes for improving on-boarding and the general support environment for KP hiring managers and staff

• Provide staff support, troubleshooting and follow-up for all staff issues and services that need attention beyond standard requests

• Monitor, report, and trend pertinent activities related to management and fulfillment of on-boarding requests working in Remedy

• Maintain end to end accountability and oversight of on-boarding requests, maintain activity logs for tracking and workflow management

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Manpower/ Shutterfly, Inc.

Redwood City, CA 07/06 - 4/07

CS Tier II Help Desk Support/Escalation Queues

• Handled escalated calls and provided user support working with applications

• Creating photo books, calendars, and prints orders

• Supported Windows OS, including Vista and Windows 7

• Provide Phone, email support

• Resolution, print quality, uploading jpegs files, creating photo books, calendars, and prints orders

• Assist with application errors; Shutterfly Studio, Internet Explorer, Firefox, Picasa2, & Safari

• Assist with uploading jpeg images for storage and printing

Cingular Wireless

Atwater, CA 08/03 - 07/06

Tier II Technical Support

• Provided internal and external agents with support to create accounts, troubleshoot cell phones issues, activated service, setup Voicemail, Text messaging, ring tones, Multimedia, Answer Tones (Ringbacks),

• Provided support to users installing ISP setting for email, wireless internet for GPRS, & for Smart phones, Treo’s Blackberry, Edge Technology, Xpress Mail for laptop and data plans

Sun Microsystems, Inc. Milpitas, CA 07/00 - 10/01

IR Technologist I /Systems Administrator

• Provided second tier support using Q-Manager logged tickets for issues on network also handled incoming trouble tickets and provided support to 1000 + users on computer issues.

• Created and /modified user’s accounts, for calendar, dtmail, Netscape, created user’s shell, permissions, root access on host system.

• Removed corrupted mail on mailserver, add entries to passwd maps, troubleshoot applications, setup Netscape messenger, installed patches on local host, reset LDAP passwd, reset inactive accounts

• Add and remove entries from NIS maps, setup default printer, and restored data from backup server for calendars, mail and home directories

• Solaris Operating Systems, GUI interface, use Vi Editor to modify accounts.

Echo Design/Sun Microsystems San Jose, CA 01/00 - 07/00

Administrator

• Worked on project for recruiting candidates for employment in the Engineering Department

• Working with recruiters, managers and off-site clients for recruiting engineers

• Attended weekly recruitment sessions, setup new accounts

SKILLS UNIX & WINDOWS

Solaris 7 (SunOS5.7), Solaris 8 (SunOS 5.8), NIS, NIS+, DNS, C Shell, Unix, Windows 95, 98, NT, Vi Editor, Pop3, snoop, DHCP, NFS, CDE environment, format, patches installed links, dtmail, dtcm, Staroffice, Framemaker, Word, Powerpoint, Applixware. E-mail, Netscape, Excel, Linux RedHat, Windows Vista, Window XP

Education

DeVry University 04/08 - 01/21/12

Fresno, CA

Bachelor of Science Technical Management

Concentration in Networking

Graduated: w/Honors Cum Laude GPA 3.67

Dean’s List 7 Times

Merced College

• Merced, CA Awards: Dean’s List GPA 3.78 01/02 - 08/03

• Networking, UNIX, Industrial Technology, Digital Logic Circuit, Cisco Certified Networking (Semester 1- 4) OSI Model, Routers, Bridges, VLans, Hubs, Routers, Switches, Industrial Technology Computer Applications and Literacy, Windows OS

Training

Sun Microsystems

Milpitas, CA 06/00 - 12/00

SA-118 Basic Administration SA-238 System Administration I

SA-288 System Administration II SA-389 TCP/IP Network Administrations

SL-128 Shell Programming

National Training Institute

Fresno, CA 09/98

Graduated with "Honors"

Certificate in Computer Technology 950 Lab Hrs

Installation Novell Netware 3.1x Windows NT/Server Peripherals

Configuration Integration Security Troubleshooting Basic Electronic

Analog/Digital, Basic Programming & Computer Technology

Accomplishments

Study Abroad Program 07/11

DeVry University

France/Germany

Selected to Study in Europe - Cross-Cultural Business and Humanities for Global Business.

Awards: Deans List GPA 3.75

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