SUMMARY:

• Over fifteen years of solid IT experience with onsite and field - Trainer / desktop support/ helpdesk and specialist in healthcare and telecom fields.
• Advanced level proficiency in MS Office applications- Word, Excel, Power-point
• Has experience training users on EPIC EMR systems
• Creative technical analyst outstanding relationships with colleagues, executives and students.
• Demonstrated leadership, motivational and performance management skills.
• Adept ability to meet and exceed project goals while leading cross-functional teams and concurrently increasing operational efficiency.
• Experience with several Outlook Exchange and Windows desktop migrations.
• Provide training for representatives, technicians and end-users.
• Relocation projects - disconnect and reconnect.
• Hardware and software installations and trouble-shooting. Type- 45 wpm

TECHNICAL SKILLS:

Advanced Level Proficiency: MS Office 2000, 2002, 2003, 2007,365, MS Outlook 2000, 2002, 2003, 365, MS Outlook - Exchange, iCloud, MS Excel, MS- Powerpoint, MS Word 6 - 2002, ACT 2000, Lotus 5.0, Novell Netware, Microsoft Networking, Active Directory, Norton Utilities, McAfee, IntranetWare, Front Page, MS Project 2000, MS Access, MS-DOS, OS/2, VPN-AT&T, Crystal Reports, MetaCube Business Objects- GroupWise PC and MAC support (Migrations and Training), Altiris SMS Marimba, Lawson 7.3.3, Dell, Compaq, IBM systems. Quintus, Heat, Peregrine, Remedy, Track-It 7.0ticketing systems, Windows 95, ME, 2000, XP, Vista, Cisco VOIP telecommunication, Windows XP, Windows 7&8, Server back-ups and restore, reset passwords. Cannon, HP, Xerox, X-Box, Game Boys and Tektronics printers.

PROFESSIONAL EXPERIENCE:

Confidential, Santa Ana,CA

Desktop and helpdesk support/Jr. Admin/SharePoint Administrator

• Desktop support on workstation and software upgrades, replacements, and moves as required. Network workstations password management using Cisco WebEx Administrator, VPN connections, Active Directory and Exchange for training and in-house computers and change management documentation.
• Image, assemble, configure and install workstations and install peripherals (printers, scanners, toner cartridges, PDA's, iPhone, iPad, etc.) issues when needed, as well as setup computers for training.
• Performed several MSI custom software installations for technical classes.
• Helpdesk call in support for all students after MS Office 2003-2010 and SharePoint trainings
• Performed Editions on several teaching manuals (2003 to 2007 - 2013 versions including Microsoft SharePoint, Visio and Access).
• Trained end users as well as staff at Confidential onsite facility on MS Office Suite applications, as well as application streaming (web-based) Computer Basis classes various location in the Los Angeles, Orange, San Bernardino and Riverside Counties and Remotely using WebEx.
• Cerna migration for several computers at Riverside Community Hospital.
• Trained over 50± Employees for CS-Link (Epic) Computer Basics Class conversion (Cedars Sinai)
• Trained the Los Angeles County Public Defenders for conversion from WordPerfect to Word 2007 migration.
• Department of Health and Glendale Adventist Migration Training (GroupWise to Outlook 2010, 2013)
• Developed training curricula/materials and oversee trainings for Cedars-Sinai Medical Center for over 40+ trainings.
• Researched and created documenting solutions for end users, curriculum developing, on-site and helpdesk/support.
• Conducted 7 Boot Camp Classes and served as Administrator for CompTia Exams (A+, Network+ and Security+) for several military bases with 100% to 90% pass rate.
• Main instructor at Cedars Sinai Medical Center for 10,000+ employees.
• Trained over 50± Employees for CS-Link (Epic) Computer Basics Class conversion (Cedars Sinai)
• Trained the Los Angeles County Public Defenders for conversion from WordPerfect to Word 2007 migration.
• Department of Health and Glendale Adventist Migration Training (GroupWise to Outlook 2010, 2013)
• Environment: Access, Excel, Word (Levels 1-3), PowerPoint, Project (Levels 1-2) Outlook (Levels 1-3), Visio 2003, 2007(Beginning & Advanced) Windows-XP, Vista, Windows 7 (Beginning & Advanced), MS Office 2007 and 2010 &, SharePoint 2007, 2010 & 2013, Computer Basics Classes. Also
• Teach Soft-Skill courses: Developing People Skills, Customer Service 101, Conflict Management and Reality Leadership classes.

Confidential,CA

IT Help-desk Support Specialist

• Windows Operating systems (Win 2000, Win XP) and performs desktop installations and configurations with respect to the installed hardware, systems testing and final location, ability to troubleshoot and analyze any software and computer related issues.
• Updated user profiles in health care admin software (EZCAP) and send out user name and password via email to Cap Connect customers.
• Research and documenting solutions for end users, on-site and helpdesk/support.
• Performs workstation and software upgrades, replacements, and moves as required.
• Assisted staff with help desk support on any PC related and password issues.
• Ability to assemble, configure and install workstations and install peripherals (printers, scanners, toner cartridges, PDA's, etc.).
• Environment: Active Directory, MS Office 2003, Windows XP, Outlook Exchange 2003, Remote Support, Norton Ghost, Track-It 7.0, Crystal Reports 8.5, various health care applications.

Confidential,Compton,CA

On-site/Off-site Field Desktop Support Technician

• Performed workstation and software upgrades, replacements, and moves as required.
• Assembled, configured and installed workstations and install peripherals (printers, scanners, toner cartridges, memory, PDA's, etc.
• Installed Wireless network routers for PC and printer connections.
• Clients: Candice Day Care, House of Restoration and Design, Agape Catering and Cake Service
• Assisted small business' with identifying special requirements for new computer purchases
• Environment: MS Office 2003, Windows XP, Outlook 2003, Dell, HP and Compaq, Epson printer

Confidential,Los Angeles,CA

On-site / Helpdesk and Support Technician

• Performs several workstation and software upgrades, replacements, and moves as required and installed voice command software for handicapped students.
• Assemble, configure and install workstations and install peripherals (printers, scanners, toner cartridges, PDA's, etc.). As well as Dell fix and repair stations.
• Windows Operating systems (Win 95, WIN 98, Win 2000, Win XP, etc.) and performs desktop installations and configurations with respect to the installed hardware, systems testing and final location.
• Ability to troubleshoot and analyze any software and computer related issues.
• Researched and created end user instructions for Netscape Mail users for intranet postings.
• Researched and created documentation for solutions for on-site and helpdesk/support.
• Assisted staff with help desk support on any PC related issues.

Environment: Active Directory, MS Office 2003, Windows XP, Outlook Exchange 2003, Remote Support, Norton Ghost and Dell computer repair.

Confidential,Los Angeles,CA

Network Helpdesk Technician

• Reset passwords and enable email accounts for Confidential employees with both epals email and Confidential .net accounts. Look-up status of all user logins accounts and update user profile information. Resolved from 30-50 tickets per day. Provide desktop technology support via phone and at customer's desk.
• Environment: Active Directory, SSO (Single Sign-in Web version) MS Office 2003, Windows XP, Outlook Exchange 2003, Peregrine ticket tracking system

Confidential

Lead Relocation Technician

• Performed and manage migrations from Outlook 98 to Outlook Exchange 2003.
• Computer Asset Management.
• Disconnect and reconnect PC's, Play Stations, Debug kits. TV's with Ethernet connections, printers, fax and Phones (Voice over IP).
• Environment: Relocation projects - disconnect and reconnects Cannon, HP, Xerox, and Tektronics printers. Cisco VOIP telecommunications Cannon, HP, Xerox, and Tektronics printers. Cisco VOIP telecommunications, and Altiris, Windows XP, Outlook Exchange 2003, MS Office 2003, Deployments of Windows 2000 to Windows XP, X-Box, Marimba (used Marimba to install applications)

Confidential,Woodland Hills,CA

Engagement Manager

• Resource Services Provider
• Scheduled and conducted Business Unit Orientation Kickoff Meetings.
• Assisted Business Units through all phases of the project lifecycle.
• Acquire, qualify, and quantify business requirements, User Acceptance and Testing, and Deployment for corporate and field offices: Woodland Hills, Los Angeles, San Diego, Orange, Ontario, Monterey Park and Santa Barbara Facility sites.
• Provided status reporting and issue resolution for assigned business units.
• Assisted business units with identifying special requirements.
• Interpreted and processed end user requests/questions.
• Acted as a resource for the business units.
• Manage customer expectations.
• Established tickets through Remedy ticketing software.
• Oversaw Deployment, Post Deployment, User Acceptance Testing, Server back-ups and staff.
• Acted as a liaison between the business and the project team to ensure that business expectations are clearly articulated and understood by the project team.
• Environment: MS Project 2000, MS Word XP, MS Excel XP, MS PowerPoint XP, XP Server back-ups and restore, reset passwords, MS Outlook -Exchange, Dell desktop and laptop, Compaq Laptops, Deployment of Window NT to Windows XP for all, Heat ticketing and tracking, Change Management participation

Confidential,Ventura,CA

Technical Support Analyst

• Technical Support Team Lead for annual sales conference. Managed 10 technicians assigned to perform upgrades, repairs and maintenance functions (approximately 1000 individuals). Setup and administrator of mobile servers for data storage. This ensured that the sales team was equipped with the latest technology and computer peripherals which assisted in new accounts, solid business partnerships and revenue generation efforts.
• Provided support for new corporate laptop/desktop rollouts for Account Manager's, executive management, worldwide corporate and field offices.
• Supervised Outlook migration from GroupWise for corporate and field end-users (approximately 1000 individuals), optimizing end-user flexibility and interoperability company-wide by 25%. Additionally, responsible for managing, providing one-on-one training as necessary and technical outbound communication.
• Established, trained and implemented Dallas IT support team. Managed the Compucom outsource initiative for about 80 local Confidential 's employees. Met and exceeded two week target.
• Changed Outlook Exchange email accounts and AT&T VPN passwords for corporate and field users when needed.
• Global Business Services Provider
• Troubleshot and researched escalated issues. Assisted from about 3-5 level 2, onsite and offsite field support, and 20-30 field support calls per day. Created and maintained solutions for Quintus documentation database. Light Active Directory experience for GroupWise Mail conversion.
• Coordinated all stages of new project initiatives for Confidential 's business partners.
• Provided Project managing for corporate rollouts for hardware and software support.
• Administered training for representatives, technicians and end-users.
• Responsible for quality testing of software used in corporate environment for end users and uploading to network server.

Environment: Quintus 5.0, MS Project 2000, MS Word XP, MS Excel XP, XP Server back-ups and restore, reset passwords, MS Outlook -Exchange, Dell desktop and laptop, IBM Laptops and desktops, Visio 2000, Vantenage Web base ticketing, Novell Netware, Microsoft Networking, Norton Utilities, reset passwords, GroupWise 4-6, MS Outlook -Exchange, Marimba, Lawson 7.3.3,VPN-AT&T, Lucent Technologies VPN, Crystal Reports, MetaCube, Windows 95, 2000, MS Office 2002

Confidential,Woodland Hills,CA

Help Desk Support Technician

• Successfully organized and implemented upgrades meeting target completion dates and deadlines.
• Co-team lead for GroupWise 4.1 to GroupWise 5.0 conversion. Responsibilities included upgrades, training and support.
• Recognized as top help desk support technician handling over 50% of the escalated support calls monthly. Supported 30-40 help desk calls per day.
• Maintained an 89% customer satisfaction rating consistently effecting quarterly performance summary report.
• Handled troubleshooting calls for GroupWise network and remote for corporate end-users.
• Additional support to CAS Management d'que sessions, Win95, Win3.11, Netware logins, MS-Word 5.0 - 97, MS-Excel 5.0 - 97, MS-Office and Hardware issues.
• Installation and troubleshooting for Lawson Z06, RefiectionX l & 2, IntranetWare Novell Netware Clients and Miscellaneous software.
• Managed Lawson upgrade coordination efforts between technical support and corporate finance (approximately 200 people, in three locations).
• Tested equipment, ensuring that upgrade was smooth and down time minimal.

Environment: Quintus ticketing, MS Word 95, MS Excel 95, IBM Laptops and desktops, Visio 5, Novell Netware, Microsoft Networking, Norton Utilities, reset passwords, GroupWise, Lawson 7 &6, Crystal Reports, MetaCube, Windows 95

Confidential,CA

Helpdesk Support Technician

• Assisted in team implementation of MRC, a 2nd level chat application. This program streamlined help desk operations, enabling Tier I to communicate with Tier II support for faster turn-around of IT issues.
• Handled trouble-shooting calls for Netscape and Microsoft Explorer, e-mail and Internet connections supporting Win 3.11, Win-95 O/S and corresponding applications.
• Utilized CRT to view, create and update customer record log and customer account information, also utilized Help Desk 3.5 and CCHIDA 1.0 (UNIX Operating system) for contact entries for each call and trouble ticket.
• Responsibilities included reissuing passwords as necessary.

Environment: Win 3.11, Win-95, Desk 3.5 and CCHIDA 1.0 (UNIX Operating system)