Desktop Support Technician available now.

William A. Munoz

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

SUMMARY

Effective, results-oriented Desktop Support/System Administrator with 7 years of increasing responsibility in Client-Server, LAN, WAN environment. Proven ability to effectively problem-solve with strong project-goal orientation. Technically skilled to set up new organizational framework, as well as to multitask in a fast-paced environment. Skilled in Windows 95/98/2000/XP/Server 2003. Supported more than 1000+ users, while maintaining accurate documentation in call database program and providing training to help desk coworkers. Works well independently or as part of a cooperative team effort. Establishes positive rapport with clients, coworkers, and all levels of management. Has a proven history of accomplishment and dependability. Exceeds normal duties to secure ultimate success in any task.

TECHNICAL SKILLS

• Servers: MS Windows 2000-2003 server, MS File and Storage services 2000 - 2003, MS Exchange 2000-2003, MS Active-Directory 2000-2003, MS Terminal Services Sever 2003, Websense Security Suite, Novell Netware & GroupWise 5.1, Script Logic 7, Symantec Ghost Cast 8, Symantec BrightMail, Application Server for Oracle DB, Rilos, & ADP DB, Legato Application X 5, Kofax Ascent Capture, Citrix, Altiris, Goodlink, and Verizon Treo & Blackberry server.

• Software: DOS 6.22, MS Windows 95/98/NT 4.0/2000/XP Professional, MS Office 97-2003, MS Visio, MS Access permissions, MS Active Directory, MS Terminal services, MS File and Storage services, IBM Lotus Notes v. 6.4-7.0, FTP clients, FTP permissions, Oracle, JDE One World, RiLOS, Captaris RightFax 6-9.3, Heat Call Management, Legato Application Xtender, DataTrac, Citrix client for Windows, Citrix Client for Novell Netware and Cerner Security, Websense security, Envision Desktop Capture, Script Logic Desktop Authority, MS Remote Desktop, Real VNC, Symantec Antivirus, Webroot Spyware Sweeper, Track-It, FileMaker Pro, SAP, AS400, Oracle DB, Portellus RiLOS, Crystal Reporting, Cisco VPN Client configuration, MAC OS 9/X, Altiris, Goodlink, Wireless Sync for Treo, and Blackberry Active Sync & BES account management.

• Hardware: PCs, MS Windows 2000-2003 server, Terminal Server, MAC’s OS 9/X, network cards, HP Printers, Toshiba E810 multifunction printers, Kodak (3520 & i610) Scanners, access points, hubs, switches, SOHO routers, VPN Routers (Sonicwall, Netscreen, & Zyxel), (Mitel, Cisco IP (7900) phones, and Polycom phones), Treo (650, 700w, & 700p), Blackberry (7250, & 7130)

• Operating Systems: DOS 6.22, Novell Netware and Groupwise through Citrix Client, WIN 95/98/NT 4.0/2000/XP Pro/2000-2003 server, MAC OS 9-X.

EXPERIENCE

Apex Systems, Newport Beach, CA 09/08 – Present

Desktop Support/System Administrator for Pacific Life - Contract

• Providing Desktop support on Remedy Ticking system and Network support for 1500 + users, including those at remote facilities as well as the mobile workforce using Sprint or AT&T Aircards to remote via Citrix, or using remote desktop thru Citrix on a tethered Blackberry.

• Managing and monitoring of PC Desktop systems via Altiris or Windows Remote Desktop remote connections, installed and supported all MS Office 2003 & 2007 upgrades during our migration to Office 2007 & various internal programs via Citrix access, reimaged & backed up data on HP Laptops (6400 - 6910 models) & Desktops (7700 - 7900 models) systems with Alitris Deployment Server.

• Training and support of MS Outlook 2003 SP2-SP3 & MS Outlook 2007 SP1 client support during upgrades, MS AD 2003 & Exchange 2003 user support on networked folders, e-mail group support, Oracle client support, FileNet user support, Windows Firewall support, 802.11 Wireless user support, and Blackberry 8700 - support on BES Server & Sprint & AT&T Cell phone support.

• HP, Lexmark, and Ricoh multi-function printer support.

WILLIAM MUNOZ PAGE TWO

Tek Systems, Rancho Santa Margarita, CA 02/08 – 04/08

Desktop Support/System Administrator for Cox Communications - Contract

• Providing Desktop support on Remedy Ticking system and Network support for more than 1500 + users, including those at remote facilities as well as the mobile workforce using Sprint Aircards.

• Managing several critical systems, and monitoring of PC Desktop system via SunBelt remote connection, installed and supported all MS Office 2003 & 2007 & various internal programs, reimaged & backed up data on Dell 260-755 PC's, and Dell Latitude D620-630 Laptop systems with Norton Ghost v. 8.2.

• Training and service support of various systems supported by Cox Communications, which includes: MS Outlook 2003 SP2-SP3 client support, MS AD 2003 & Exchange user support on networked folders, e-mail group support, Oracle client support, ProComm user support, Cisco v.5.01 user VPN client support via Dialup or Broadband, Dell Hardware Maintenance & upgrades suppport, Adobe Acrobat user support, Windows Firewall support, Digital Voicemail user service support on Cisco IP 7960-7961phones, upgraded users Nortel Meridan phones to Cisco IP phones, 802.11 Wireless user support, and Blackberry on BES Server & Sprint & Nextel Cell phone support.

• HP, Lexmark, and Xerox multi-function printer support.

Acro Service Corporation, Torrance, CA 11/07 – 02/08

Desktop Support for Toyota Corporation of America - Contract

• Providing Desktop support on Peregrine Ticking system and Network support for more than 5000 + users, including those at remote facilities as well as the mobile workforce.

• Managing several critical systems, and monitoring of PC Desktop system via SMS remote connection, reimaged & backed up data on Dell 625-745 PC's, and Tecra Laptop systems made by Toshiba with Norton Ghost v. 10.

• Training and service support of various systems supported by Toyota Corporation, which includes: Lotus Notes v. 6.4 – 7.0 client support, MS AD 2003 user support, Oracle, Captaris RightFax 9.3 user support, Fiberlink/Cisco user VPN client support via Dialup or Broadband, Toshiba & Dell Hardware Maintenance, MS Office 2003 user support, Adobe Acrobat user support, Blackice Firewall support, Digital Voicemail user service support, 802.11 Wireless user support, and Blackberry support.

• HP, Lexmark, and Xerox multi-function printer support.

HD Supply Distribution Services, Aliso Viejo, CA 04/07 – 07/07

System Administrator

• Providing Help Desk service, Desktop support, and Network support to all users, including those at remote facilities as well as the mobile workforce.

• Managing several critical systems, and monitoring of servers, and maintenance of servers assigned, PC's, and Laptop systems made by IBM (Lenovo).

• Training and service support of various systems, which includes: Symbol Technologies Telxon PTC-710, MS AD 2003 user support, MS Exchange 2003 user support, J.D. Edwards, AIMS, Captaris RightFax, Cisco Call Manager, Citrix XP Server Service, Cisco IPCC Express service, IBM Hardware Maintenance, vmWare Server Service, Adobe Acrobat, Cisco VPN, Firewalls, AVST Callxpress Voicemail and auto attendant user support.

• HP and Toshiba printer support.

WILLIAM MUNOZ PAGE THREE

Sapphire Technologies, Irvine, CA 03/07 - 04/07

Desktop Support for Orange County Sheriff Department - Contract

• Maintained, created & performed backups with Image X/ WIM, of user profiles, imaged new PCs & Panasonic Tough books, printer/scanner support, and updated with latest security patches on MS 2000 & XP Pro PCs in LAN/WAN environment with virtually no downtime, resulting in an increase in overall employee productivity and improved communication.

• SMS software deployment. Remote Desktop tools with VNC & SMS. User setups deployed in less than a day of ticket request for computer & cubical location setup.

• Break fixed user pc errors and computer lag times with various Free Third Party tools like ESet.

Irvine Technology Corporation, Irvine, CA 01/07- 03/07

Desktop Support Level III for Autobytel - Contract

• Maintained, created & performed backups with Altiris Deployment Server, of user profiles, imaged new PCs & laptops, printer/scanner support, added users to Active Directory, disabled Term users within Active Directory, and updated with latest security patches on MS 2000 & XP Pro PCs in LAN/WAN environment with virtually no downtime, resulting in an increase in overall employee productivity and improved communication.

• Configured MS Outlook 2003 updates for MS Exchange server, File Server permissions, Altiris Deployment Server for Remote Desktop onto a standardized platform. User setups deployed in less than one day, ahead of schedule.

• Supported and configured 80% of executive Treo phones on Goodlink Server.

Secured Funding, Costa Mesa, CA 10/04 – 01/07

Help Desk Level III/System Administrator

• Maintained, created & performed backups of user profiles, imaged new PCs, printer/scanner support, added user to Active Directory/Exchange servers, disabled Term employees within Active Directory/Exchange servers, and updated with latest security patches on MS 2000 & XP Pro PCs in LAN/WAN environment with virtually no downtime, resulting in an increase in overall employee productivity and improved communication.

• Implemented PCs with MS Win XP Pro from a Windows 2K platform and configured MS Outlook 2003 updates for MS Exchange server, File Server permissions, Websense web security, and Terminal Services for Remote Desktop onto a standardized platform. Executive setups completed in less than one week, ahead of schedule.

• Absorbed helpdesk, desktop support, and system administration workload from company restructure, saving the company $120K per year in additional salary expenses.

• Answered and prioritized incoming technical support calls & emails of 990+ users, escalated user issues, and followed-up with end users, closing all assigned tickets each day.

• Supported and configured 80% of executive Treo/Blackberry phones on Verizon/BES Servers.

Children’s Hospital of ORANGE COUNTY, Orange, CA 11/03 – 06/04

Level II Help Desk-Call Center

• Received and logged 60-80 incoming technical support calls daily for 1,000+ users for Novell Groupwise or logon problems for Citrix, Cerner, and Novell security, to ensure overall employee productivity, and improved call follow-up with Heat Call Management.

• Problem-solved and performed profile updates, created new user accounts, and password resets (Novell Netware, Novell Groupwise, Citrix, and Cerner security environments), increasing production uptime of hospital staff PCs to maintain patient care.

WILLIAM MUNOZ PAGE FOUR

Axcelerant, Irvine, CA 3/03 – 08/03

Level 1 Help Desk-Call Center – Contract

• Evaluated and managed an average of 60 calls daily for 10,000+ users in FileMaker Pro for VPN Support or logon problems via Sonicwall, Zyxel, Netscreen, and Cisco routers security tunnel sessions, to ensure overall VPN connections had increased productivity, and improved call follow-up with little or no end user downtime.

• Problem-solved issues and informed contracted companies of cable internet services, ISDN connections, and DSL requirements of various broadband providers (Verizon, ComCast, SBC, Covad, and Time Warner Cable), providing cost-effective support and improving network end user productivity.

Linksys, Irvine, CA 1/02 – 09/02

Level II Technical support-Call Center – Contract

• Answered and prioritized incoming technical support calls and emails of 3000+ users, escalated user issues, and followed-up with end users, closing 40-60 of 80 tickets assigned each day.

• Performed and installed MS security patches on PCs with MS 95-2000 in less than 15 minutes per end user, verifying Linksys drivers were running efficiently, after troubleshooting and repairing issues with routers, hubs, switches, printer servers, wireless network devices (802.11) and network cards.

CERTIFICATIONS

• Microsoft Certified Systems Engineer 2003 (in progress) MCSE

• Novell Suse Linux+ and Network+ Certification (in progress) Linux+, Network+

• Microsoft Certified Professional Windows 2000 MCP

• A+ Certified Technician: Windows 2000 Core and DOS A+

• Hubbell Premise Wiring Technician Hubbell

EDUCATION

2006 MCSE 2003 - In Progress Coastline Community College, Fountain Valley, CA

2004 General Education Golden West College, Huntington Beach, CA

2001 A+, MCP Computer Education Institute, Anaheim, CA

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