SUMMARY:

• Resourceful and Versatile IT Technical Support Administrator with over seven years of experience
• Passionate team player and quick learner.
• Excellent communication skills.
• Very energetic and customer focused
• Pay strict attention to detail, communicate effectively with team members, management, and nontechnical individuals.
• Adapt quickly to new technology

TECHNICAL SKILLS:

Platforms: Windows XP/Vista/Windows 7, Apple Snow Leopard 10.5, and Linux

Hardware: Dell, IBM, Gateway, Acer, HP, Lenova, and Toshiba

Software: MS Outlook, Microsoft Office, Norton/McAfee Anti - Virus

PROFESSIONAL EXPERIENCE:

Confidential, Sunnyvale, Ca

Desktop Analyst

Responsibilities:

• Reset Network and Outlook passwords in AD. Recreate Outlook profiles
• Decrypt and Recover Data by Executing Digital Cert Keys
• Configure Blackberries for Enterprise Activation. Remotely Install apps
• Troubleshoot Cisco VPN issues. Reset Shortel accounts
• Reimage Windows XP, and Windows 7 O/S
• Add Outlook Mailboxes, Resolve Oracle, and SAP Application issues
• Closed over 75 SLA’s on weekly bases.

Confidential, Campbell CA

Senior Desktop Support, Windows 7 Migrations

Responsibilities:

• Deployed over 100 Windows 7 images on Dell Portables and Desktops
• Configured Apple laptops for new hires.
• Installed printers, and ordered Dell hardware.
• Managed Help desk, and Teleconference Rooms.
• Samsung, 3655 North First St. San Jose Ca.
• Senior Desktop Support Technician, Supported Windows 7 Migrations
• Reimage over 100 Dell Portables and Desktops
• Supported new hires and existing employees.
• Installed SAP, and Anti-Virus software.
• Configure Microsoft Outlook 2007.
• Troubleshoot possible hardware failures.

Confidential, San Jose, Ca

Help Desk/Project Coordinator

Responsibilities:

• · Provided technical support, in person and via telephone
• Diagnose and troubleshoot Wireless connectivity
• Built and configured desktops and laptops
• Set up new user accounts in Active Directory
• Managed Technicians to ensure deadlines were completed.
• Managed Client Database Remedy - initiated and tracked technical issues.
• Reduced ticket count from 75 to 20 on bi-weekly bases.

Confidential, Foster City Ca

Desktop Support/Help Desk

Responsibilities:

• Assisted in special projects as needed, and reset SAP passwords.
• Recommended hardware and software solutions and upgrades
• · Unlock and reset Active Directory, Business Objects, SAP, and Oracleaccounts
• Basic Lotus notes usage/Configuration, and Remedy Ticket routing
• Remote software installs, Ghosting, and disk reformatting disk drives
• Supported more than 400 end users

Confidential, Santa Clara, CA

Full Time Desktop Support Technician

Responsibilities:

• Built and delivered Apple and Dell computers
• Troubleshot existing personal computers, laptops
• IT window attendant at the company “One Stop PC Shop”
• · Repaired quick break/fix and equipment requests
• Entered completed ticket information in Remedy

Confidential, Redwood City, CA

Lead Tier 2 Active Directory Migration Support, Windows 2003 Server

Responsibilities:

• Managed Command Center bridge line/Senior Desktop Support
• Administered Active Directory - created accounts & password resets
• Moved Organizational Units to the correct directories
• Transferred user profiles to Security Identifiers
• Responded to VPN and critical hardware/software issues
• Remotely installed applications utilizing Dameware
• Used Remedy to update call centers ticketing status

Confidential, San Jose, CA

System Support Engineer

Responsibilities:

• Lead, second level support for desktop support
• Support 1000 users locally and nation wide
• Support laptop users with dial up problems and VPN issues
• Diagnose and troubleshoot Wireless connectivity
• Built and configured Dell PC’s, and Apple Macbooks
• Set up new user accounts in Active Directory

Confidential, Palo Alto, CA

Responsibilities:

• Remotely resolve software/hardware issues utilizing Web Ex
• Diagnose and troubleshoot Dell and Apple Macbook Wireless connectivity
• Troubleshoot, and configure Confidential Blackberry
• Configure Shore Tel IP phones. Install hard drives, and power supplies
• Resolve Microsoft Outlook connectivity issues
• Document, and update problem resolution in Team Tracks
• Set up new users in active directory. Escalate critical network issues

Confidential, Oakland CA

End User Support Analyst - Technology Services

Responsibilities:

• Support over 5000 end users utilizing Net stream to remotely resolve issues
• · Set up MacBooks, HP, and Dell systems. Configured MS Outlook
• Utilize Call Management Software to record, and update trouble tickets
• · Escalate critical network issues. Configure Windows Operating Systems

Confidential, Palo Alto CA

Senior Desktop Support/Help Desk

Responsibilities:

• Led companywide Windows NT/2000/APPLE roll out.
• · Cloned over 1,000 Pentiums, Assign static IP address to systems. Configured
• Network Interface Cards, Set up printers, scanners, plotters PDA's and laptops
• Utilized Remedy to query and update status of Helpdesk ticket requests
• Remotely diagnosed Novell network connectivity issues
• Utilized Novell Networks/LDAP to set Novell, and email passwords
• Configured Microsoft Messaging, and MS Outlook e-mail accounts

Confidential, SunnyvaleCA

Information Systems Management Specialist

Responsibilities:

• Grade E-4 Enlisted Sergeant Honorable Discharge.ed good conduct Medal
• Noncommissioned Office Manager
• Managed Freedom of InformationAct
• Managed Electronic Records Management
• Managed Air Force Computer Device Inventory
• Served National Guard reserves for additional five years ed Secret Clearance during tour of duty