General Skills

• Fifteen years of successful IT experience with a focus on creating stable, organized desktop environments and simplifying repetitive tasks resulting in fewer calls and faster response times.
• Handles desktop support with a proactive approach, seeking out potential problems before they occur and creating easy to follow instructions on solving common issues.
• Extremely knowledgeable and excellent at troubleshooting complex problems, masterful at diagnosing hardware and software issues in a friendly professional manner.
• Places a high value on customer service to improve overall experience in addition to meeting the needs of end users. Works hard to build communication and develop relationships with users to properly identify requests and reduce wasted effort.

• Microsoft Certified Systems Administrator MCSA
• Microsoft Certified Professional MCP
• Certified Netware Administrator CNA

Network Engineering Program – (MCSE 2000/2003, CCNA, CCNP)

Hardware Desktops, Laptops, Servers, Printers, Faxes, Blackberry and Treo Handheld devices, PBX and VoIP Telephones, Routers, Switches, Hubs, WiFi wireless routers, Wireless WAN cards, Scanners, Multifunction Copiers, Cat 5e and Cat 6 cabling, modems, UPS, Tape Backup, SCSI, RAID 0, 1, 5 and 10

Operating Systems DOS, Windows 3.1x / 95 / 98 / ME / NT / 2000 / XP / Vista / Windows 7, Mac OS 10, Microsoft Server 2000, 2003

Applications Microsoft Office Suite, Outlook, Internet Explorer, Trend Micro and Symantec Antivirus, Microsoft Access, Microsoft Publisher, Citrix Client, Yardi, MRI, Adobe Acrobat, DameWare, TrackIt!, Footprints, BES

Professional Experience

Confidential, 2009 – 2011 Irvine, CA
Desktop support

• Provide deskside and phone support for 150 users at two locations in a manufacturing environment. Responsible for desktops, laptops, and printers, 20% of which are located in production clean-rooms.
• Onsite support for migration from Win XP / Office 2003 to Windows 7 / Office 2010.
• Responsible for physical handling of backup tapes, managing library with Networker software, sending tapes to and retrieving from offsite storage.
• Maintain kiosk computers in public areas as well as several conference rooms containing projectors, large wall mounted LCD screens, video conference equipment.

Confidential,2004 – 2009 Santa Ana, CA
Helpdesk Analyst

• Worked for almost 5 years in a fast paced company through a great number of changes including going from a midsize private company that doubled in size, passed SAS 70 certification before merging with a large corporation subject to Sarbanes-Oxley regulations.
• Was able to support over 300 users in two locations single-handedly by reducing trouble calls and streamlining service requests. Simplified desktop environment by created a standard workstation configuration using Group Policy, single drive image compatible with different hardware utilizing Ghostcast Server and implementing a remote management solution using Desktop Authority.
• Took a proactive innovative approach to desktop support to maintain a high level of service in a rapidly changing environment. Responded to alerts from antivirus server rather than waiting for call from user. Provided detailed instructions to resolve common requests and problems.
• Packaged and deployed software using MSI Studio and Desktop Authority.
• Implemented an innovated naming convention for network printers which simplified the process of adding and identifying print devices.
• Responsible for the administration of Nortel CS1000 VOIP system, including adding and configuring extensions, installing and troubleshooting POE telephones.
• Worked as lead or part of a team in numerous projects, most notably the project to integrate two large established networks as part of the merger of NNN and GBE and played a key role in the migration of workstations from one domain to the other.
• Handled network administration tasks including creating user accounts in Active Directory, creating and maintaining security and mail distribution groups and configuring shared email boxes. Set up and maintained various Windows 2003 Servers including file and print servers, DHCP server, GhostCast server with PXE and TFTP, as well as Trend Micro OfficeScan server.
• Provided Helpdesk support for local, WAN and remote Citrix and VPN users utilizing helpdesk tracking software and provided follow up to ensure customer satisfaction.

Confidential,2003 – 2004 Newport Beach, CA

• Responsible for the administration, support and installation of corporate LAN/WAN operating in a mixed UNIX/Windows/NetWare environment. Network consisted of 70 branches, 500 users, 1 SCO Unix server running MegaSys Financial System, one OpenBSD box providing Email and IDS, 3 WinNT 4 department file servers, 2 SNA Servers, 3 Win2000 file and print servers, 1 Win2003 file and anti-virus server.
• Responsible for documenting procedures and implementing a Helpdesk software solution for tracking support calls and the initial setup of remote branches that included the installation and configuration of all computer, network and office equipment for over 50 users. Installation of all PC’s and Terminals to connect to corporate WAN through 56k Frame Relay circuit utilizing Cisco 1700 routers and Stallion Terminal Servers.
• Led a successful project to migrate from individual dial-up Internet access in all 70 branches to integrating DSL with existing LAN/WAN configurations.
• Provided helpdesk service for all branches nationwide, 2nd and 3rd level hardware, software and network support for 70 locations and 500 users across the country to include support for banking and financial software including FPS Gold and Megasys.

Confidential,2000 – 2002 Orange, CA

• Part of 20 member Network Engineering team responsible for nationwide LAN to WAN conversion. Provided site surveys, setup WAN hardware including Nortel Router, Switch, CSU/DSU. Reconfigured all servers, workstations and network printers at locations from NetBEUI/DLC protocols and POP3 email client to TCP/IP protocol and Exchange client. WAN support, including troubleshooting connectivity issues and coordinating efforts with NOC to resolve problems.
• Key responsibilities include the administration, troubleshooting, and maintenance of corporate LAN/WAN (300 locations and 2000+ users) based on Windows NT 4 Server platform and workstations running Win9x, Win2k and WinXP.
• Provided coordination and support for hardware, software and Y2K compatibility issues on all existing and new PCs as well as created and maintained a consistent configuration for all workstations.
• Served as Helpdesk for all branches nationwide, providing 2nd and 3rd level hardware and software support for 300 locations consisting of two NT 4 servers (PDC and BDC) and 5 to 15 Windows 95 or XP workstations. Installation, configuration and support of VPN software, McAfee anti-virus software, Netswitcher and proprietary software developed in-house.
• Duties include installation and configuration of all hardware and software on all new systems including Servers, Workstations and Notebook computers, hardware repair of servers and workstations including all major components and peripherals on Dell, Compaq and generic clone machines as well as monitor disk capacity, scheduled backups and system performance on all branch servers.
• Other duties include dispatching Dell certified technician to handle break-fit troubleshooting and replacement of damaged hardware.

Confidential,1997 – 2000 Torrance, CA

• Responsible for the Administration, troubleshooting, and maintenance of corporate heterogeneous LAN/WAN (200+ users) based on Novell NetWare 4.11, Windows NT, MS Exchangev.5.5. Coordination and support including hardware, software and Y2K compatibility issues on all existing and new PCs.
• Administration of NetWare 4.11 server, including creating and maintaining user accounts and network access and the implementation and administration of print services in NetWare environment.
• Personally responsible for creating and maintaining a consistent configuration for all workstations reducing the average number of desktop support calls from 10-15 a day to 5-10 a week.
• Successfully completed rollout of MS Outlook 97 on all workstations for use with MS Exchange server and later upgrade to Outlook 98.
• Duties included administration of MS Exchange 5.5 server, including creating and maintaining user accounts, distribution lists as well as installation and implementation of Windows NT 4.0 servers as BDC, DHCP server, FTP server, and shared CD tower.
• Other duties included computer operations on HP3000 mainframe including system backups, spooling print jobs, and maintaining offsite storage.

Confidential,1996 – 1997 Irvine, CA

• Extensive testing and troubleshooting of all major computer hardware components and peripheral devices including CPU, motherboard, SIMM, SCSI and IDE hard drives, video cards, SCSI controllers, NIC, monitors, keyboards, mice etc. Testing various servers including dual-processor, four-processor and even 6x6 (six Pentium Pro) configurations on NT 4, Novell 4.11, and SCO UNIX.
• Installation, configuration and testing RAID 5 disk arrays, including RAID controller, drive cages and volumes spanning up to 12 physical drives.