SUMMARY:

• Over 15 years of experience in Application Support / Help Desk / Customer Service / Technical Support
• Demonstrated ability to properly isolate, diagnose, and troubleshoot complex cloud - computing services such as iCloud. Mac OSX and iOS devices.
• Expert in Conference Room A/V system setup and troubleshooting Polycom/ Crestron A/V systems / BlueJeans TelePresence.
• Mastered Database & CRM Application Support for software such as JIRA / Sugar CRM/ Oracle / Salesforce / Google Apps / MDM / Marketo / HipChat
• Talent for identifying customer needs and presenting appropriate company product and service offerings.
• Enterprise application architecture and functional requirements
• Proven aptitude in leading large, virtual teams. Able to work across organizational boundaries, deal with ambiguity, handle interruptions and interact within a distributed system.
• Supervised multiple teams of support representatives in IT and Customer Support for Fortune 500 Companies
• Over 15 years’ experience in IT Helpdesk across a broad range of clients and systems catering to the corporate and educational client.

TECHNICAL SKILLS:

Expertise in Application Support & Help Desk: Mac OS X /iOS /6/7 & Windows XP 7/ 8.1 / Android & Blackberry and MDM software troubleshooting and support. VMWare installation and management. Casper Image & System Deployment Management / Active Directory, Microsoft Office (OSX & Windows). MS Exchange (All versions) Oracle client, Cisco VOIP, Technical Troubleshooting & Data Analysis for all Windows and OSX systems with experience using Confidential and Microsoft products with Help Desk & IT support., Extensively trained in Mac OSX troubleshooting and iOS troubleshooting and diagnoses. Certified Confidential Support Professional

PROFESSIONAL EXPERIENCE

Confidential, Santa Clara, Ca

Sr. System Admin

Responsibilities:

• Responsible for System Administration in OSX and Windows along with migrating and assisting over 2000 users in a Company Divesture program
• Developed in-depth knowledge of the IT service catalog and how it relates to customer's needs
• Ability to diagnose a multitude of technical issues applied years of solid helpdesk experience in a high-tech or high-pressure environment successfully managing trouble tickets and escalating when appropriate
• Strong experience working with Audio/Visual and video conferencing programs and equipment Applied interpersonal skills: such as telephony skills, communication skills, active listening and customer-care. Understanding of support tools, techniques, and how technology is used to provide IT services and apply extensive experience supporting Windows, Mac OS X and mobile technologies
• Using business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.

Confidential, San Jose, Ca

Application Support / IT Support

Responsibilities:

• Assisted with management of companywide assets and the purchasing of all IT related hardware.
• Performed remote troubleshooting of Confidential for Sales and Marketing and co-operated with our Global IT team for issue resolution.
• Worked with executive members on planning and implementation of corporate Teleconference meetings including Board of Directors and Organizational meetings.
• Assisted in training New Hires on Confidential systems and policies and assisted in the Confidential University content creation.

Confidential, Nvidia

IT Support Help Desk

Responsibilities:

• In a timely fashion, address end-user technical issues, including hardware and software conflicts, viruses, printing problems, font issues, etc.
• Train users in system use and basic maintenance
• Manage and Support Citrix VDI’s and Zendesk Virtual environments
• Upgraded software and hardware as necessary, and ensure that all new technology updates are launched appropriately to employees
• Work with vendors and users to evaluate system needs and application of new hardware/software
• Set up new employee workstations and update all equipment records when employees leave the company
• Install hardware, including hard drives, RAM, peripherals, etc.
• Install and configure workstation software
• Set up email and file server access
• Support remote users (users working out of the office or from satellite offices) in network access and system use
• Maintain server systems, including web, email, file server, backup, etc., running on Windows, Mac, and Linux base systems; includes setting up new users, monitoring systems for service failures, and maintaining backup tapes and archived media
• Evaluate, test, and recommend new technologies for users and network use.

Confidential

IT Support Specialist

Responsibilities:

• Customer computer support: Support and manage desktop configurations for customer computers, perform backups, create and maintain documentation, consult, plan, propose and implements system improvements.
• Administer MacOS X servers. Develops and maintains administrative and scientific install images and management software.
• Network Security and Administration: implement and manage client side network security measures, including local fire-walling. Provide basic physical network connectivity support.

Confidential

Application Support and ITSM Help Desk

Responsibilities:

• Coordinated Proliance Help Desk requests and assigned to the proper Project Engineer
• Acted as a Project Supervisor coordinating various application updates across multiple platforms (Windows 7 & XP) and syncing project priorities with upper management.
• Provide knowledge transfer / training within the team
• Work closely with product development team to support high quality solutions
• Understand technical configuration and data structure of the application and platform to help troubleshoot customer’s queries
• Answered Remedy based Help Desk tickets on a myriad of Tech Support issues ranging from Windows setup and browser specific breakpoints.

iCloud Support Engineer

Confidential, Cupertino, CA

Responsibilities:

• Performed highest-level Support for MobileMe and iCloud service, which included: served as the directly responsible individual / overseeing the end-to-end Support Experience worldwide for one or more feature-sets within the MobileMe Suite of Services.
• Provided full range of technical support on all range of Confidential products including MacBook/iPad/iPhone. worked closely with MobileMe and iCloud Engineers, Marketing and other Readiness groups throughout all stages of new product/feature development.
• Providing Support: Organizations are equipped with the technology and knowledge necessary to deliver exceptional customer service as soon as the new MobileMe and iCloud products/features are released.
• Closely monitored top support issues after product launch, identifying gaps across all Support tiers worldwide in support tools / resources needed to better support the new features. Responding to a subset of technical support tickets from AppleCare MobileMe and iCloud Support teams worldwide, delivering immediate workarounds and resolutions as well as driving root cause fixes for MobileMe and iCloud issues.
• Analyzed data and trends to identify opportunities for improving the overall customer experience and support for MobileMe and iCloud.Worked closely with Confidential 's Support organizations, MobileMe/iCloud QA, MobileMe/iCloud Engineering, MobileMe/iCloud Systems Administrators, and MobileMe/iCloud Marketing to implement our analysis' recommended changes.

Engineering Support Analyst

Confidential, San Mateo

Responsibilities:

• Provided engineering level technical and operational support, problem determination and resolution to end users in network and computer operations including hardware and software.
• Worked closely with our other support organizations as well as internal QA and development teams to quickly identify, quantify and troubleshoot inbound issues.
• Identified opportunities to improve support processes through automated utilities; designed and implemented solutions.

Site Fleet Manager

Confidential

Responsibilities:

• Responded to first level phone calls from end-users of equipment to determine the cause of failure, clear paper jams, run test copies and determine status of machines. Communicating consistently with customer to ensure that all services are performed with high degree of satisfaction.
• Supervised all account operations including personnel management and training, billing, reporting, equipment, service vendors and operational systems for the fleet management operation and other print services.

Global Software Support Analyst

Confidential

Responsibilities:

• Provided subject matter expertise and content management to the Confidential global support initiative.
• Assisted with bug creations and preliminary Quality Assurance for Confidential Openview product line. Assisted in setting support goals and defining metrics for measurement.

Technical Support / Help Desk

Confidential

Responsibilities:

• Provided tiered help desk support in the form of system investigation, root cause analysis, corrective response and user/client follow-up. Proposed systemic solutions, identifying opportunities to improve support processes through automated utilities; design and implement solutions.
• Provide in-house technical desktop support, problem determination and resolution for PC and Confidential systems, printers and peripheral hardware in a network Microsoft Active Directory and Exchange environment.

CIN Contact Center Supervisor

Confidential

Responsibilities:

• Supervised 50 contact-center agents with daily operations and escalations.
• Trained new-hires on networking fundamentals, including Cisco products and services.
• Demonstrated effective leadership and encouraged team concepts.
• Handled various strategic accounts with a large call volume (75+ calls per day).

Sales Coordinator

Confidential, Milpitas, CA

Responsibilities:

• Coordinated and oversaw all outbound Sales for Confidential Prep.
• Consulted with clients to determine their needs and priorities. Compiled, analyzed and presented Sales reports.
• Assisted Management in planning and execution of Customer Service Goals and Client requests. Consistently met or exceeded monthly & quarterly financial goals. Completed 150-200 sales calls per day. Increased profits 20% over goals. Contributed to profitability by minimizing customer discrepancies.
• Assisted subordinates and supervisors in the Technical and Customer Service Departments in identifying and resolving technical problems.