Desktop Support Specialist

Steven Fong

**** ***** *** 510-***-**** Home

Union City, CA 94587 ******.****.**@*****.***

Objective:

PC Specialist,User support analyst, help desk, or related technical microcomputer position.

Career Summary:

Senior IT professional. Extremely resourceful individual that provided helpdesk/desktop support, hardware/software and wireless/LAN support, data recovery, remote and onsite support, group and one-on-one training, mentoring, and translating technical jargon into non-technical terms.

Other duties included maintaining Active Directory/Blackberry/Groupwise accounts, Verizon UML 290 air cards setup, physical phone setup, Rolm 9200 PBX / Octel voicemail accounts setup, IT inventory control, secondary support in troubleshooting Ricoh copiers, Xbase/dBase/Clipper programming special apps for Loss Control and Human Resource departments, and early-career sales and customer service support.

Employers:

Young’s Market Company Associate System Engineer 02/05 to 05/11

Integrated Circuit Systems Business Application Support/Tech 08/97 to 09/04

Unisys Corporation Help Desk / PC analyst 08/96 to 08/97

Superior National Insurance Co. User Support Analyst/Hardware tech 03/89 to 12/95

Key Accomplishments:

Customer Support & Satisfaction. Achieved customer/sale force satisfaction by listening and providing timely resolution. Provided onsite, offsite, phone, and remote support for entire Northern CA. Traveled and supported offices in San Francisco, Oakland, Morgan Hill, Santa Rosa, Union City, West Sacramento, and Stockton.

Systems Upgrade & Installations. Configured new laptops/desktops (or component upgrade) with Windows XP Professional or Windows 7.0 plus standard corporate softwares; backed up and restored user data; and user network profile/drive mapping.

Help Desk & Technical Support. Knowledgeable, experience, and resourceful individual. Supported in group and individual settings. Provided help desk function via phone support, onsite, offsite, and remote access. Classified and updated IT service desk tickets with status and resolutions. Researched or developed solutions.

Training and New Hires. Educated new hires for proper care of corporate assets, email archive policy, corporate network drives, and use of corporate VPN to access to network resources. Also mentored and trained outside contract IT staff.

Disaster Recovery. Recovered user data using hard drive docking station, ghosting and restoring data, and/or use of File Scavenger 3.0.

Technology Implementation. Setup Blackberry to communicate with corporate Groupwise and Exchange servers, managed all accounts through Blackberry Manager 4.1 and Blackberry Administrative Service 5.0.2.28, setup Verizon UML270 air cards, upgraded all users to Outlook, Office 2007/2010, and latest Dell’s E6410 laptops and Dell’s Optiplex 980 desktops; plus provided access to corporate printers, wireless, portable projectors, video conference/ISDN connections.

Viruses, Malwares, and Trojans removal. Uses of Symantec Endpoint, Malwarebytes, or just rebuilding/reimaging machines if all else failed.

Software Expertise:

Acro CutePDF

Adobe Acrobat 6.0

Ashton Tate dBase III+

Blackberry Desktop Manager 5.0/6.0

Cisco VPN 5.0 client

CyberLink DVD DX

Dedicated Micros NetVu Observer 1.18.24

Famatech Radmin 3.0/3.4

Gmbh TeamViewer 6.0

Iobit Smart Defrag 2

Iobit Uninstaller

IP Switch WPS-FTP

Magicberry

Malwarebytes Anti-Malware

Microsoft Office 2010/2007/2003

Microsoft Windows 7.0/XP/2000/NT4

Nantucket Clipper 5.01

Quetek File Scavenger 3.0

Sonic Recordnow

Symantec Ghost 7.5

WinDirStat (shareware)

Verizon VZAccess Manager

Certification & Degree:

California State University, Hayward (East-Bay) Microsoft Certified Professional ID: 445811

25800 Carlos Bee Blvd, Hayward, CA 94542 Microsoft Certified Professional: Aug.17, 1998

Bachelor of Science, 1983 Microsoft Certified System Engineer: Apr. 1, 2000

Focus: Information Management Systems

Personnel Administration and Industrial Relation

*Name changed from Steven Alan Cheng

Certified as Microsoft Certified Professional ID: 445811

Microsoft Certified Professional: Aug.17, 1998

Microsoft Certified System Engineer: Apr. 1, 2000

Comptia A+

References:

Available upon request.

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