SUMMARY

SKILLS AND ABILITIES:
• A+ Certified; MCTS Certification in progress.
• Proactively anticipate customer/client needs.
• Ability to handle multiple, medium grade projects.
• Three years of I.T. support and 15 years of customer service experience.
• Support Mac and Windows XP/7clients, configuring Outlook and Windows 7 upgrade, deployment and delivery.
• Troubleshoot and repair of software and PC hardware laptops, desktops, network printers and PDA configurations issues.

TECHNICAL SKILLS:
PC Refresh: Installation of Windows 7 by DVD, USB and Windows PE. Perform migration of user data. Configuration of Windows update and Windows Firewall. Experience with encrypting a Single File to Multiple users, file and folder permissions.
Operating Systems: Windows 2000, Vista, XP, 7 and Snow Leopard/Lion for Mac.
Software: Microsoft Office, Outlook 2007/2010, Hard disk drive data-wiping, installation of peripherals and supporting software, system set up, data management and backup.
Browser Technology and Applications: Safari, Firefox, IE, Google Chrome, Microsoft Office Suite, Anti-Virus and Malware Removal.
Hardware: PC/Laptop refurbishing, hardware installations, upgrades and replacement of hard drives, motherboards, CPU’s, RAM, optical drives, floppy disk drives, power supplies, expansion cards; Hardware setup and configuration.

I.T. CONSULT HISTORY:
Confidential,Concord, CA Tier 1 Help Desk (Contract) February 2012 – On Going
• Identify system defects and suggest/execute mitigation and resolution steps.
• Assist CashPro clients and users in understanding the software, system and its functionality.
• Meet both the customer and business needs by prioritizing the troubleshooting process and properly managing time.
• Utilize Outlook 2012 email, chat, Web-X and remote control tools to communicate and assist in take over the user’s machine.
• Solve Tier I technical issues by investigation and confirming the validity of the problem and seek for known solutions related to the issues with advanced technical troubleshooting and analysis methods.

Confidential,San Francisco, CA Technical Support (Contract) January 2012
• Managed delegation sets for servers.
• Updated name server records with current DNS services and registered domain name.
• Used DNS Management Console for GoDaddy.com and set name servers for playfirst.com.
• Used Amazon Work Station Management console for Amazon Route 53 to find hosted “zone details”.

Confidential,South San Francisco, CA Tier 1 Help Desk (Contract) January 2012
• Phone/face-to-face general troubleshooting and configuration of Windows XP/ 7, configuration of Mac OS X 10.5 and 10.6.
• Map network drives, data Backup and transfer and perform printer configurations over server.
• Perform new hardware upgrades; installs, moves, adds, changes in a laptop and desktop environment.
• Ensure data is transferred and new replacement system is in same and better operational status than system being replaced.
• Operate as point-of-contact helping to diagnose, troubleshoot, and resolve both Mac and Windows clients in person with customers.
• Provide daily technical support for e-mail, network, connectivity, telecommunications, peripheral equipment, and system maintenance.

Confidential,San Pablo, CA Technical/PC Support July 2009 – January 2012
• Installed and imaged machines with Windows XP and Windows 7.
• Maintained and upgraded PC and laptop hardware/software equipment.
• Identified, diagnosed, troubleshoot, repaired and resolved highly complex desktop hardware and software issues.
• Phone/face-to-face troubleshooting and configuring of network setting, CMOS, system start-up and log-on problems.

Confidential,Bay Area, CA Technical/PC Support (Volunteer) August 2011 – January 2012
• Performed laptop configurations, software installations and removal.
• Diagnosis, troubleshoot and repair computers/laptops for low-income families.
• Perform computer tune-ups, optimizing the OS and Spyware/Adware/Virus removal.

Confidential,San Francisco, CA Disconnect/Reconnect Support (Contract) December 2011
• Deployment of peripherals and Windows 7 on desktops and laptops.
• Desktop configuration, desktop deployment, application support, operating system support and cable management.
• Performed hardware and software upgrades to existing equipment and basic network connections for desktops and printers.

Confidential,San Francisco, CA Tier 1 Help Desk (Contract) September 2010 – July 2011
• Phone helpdesk and face-to-face desktop support for internal and external customers.
• Managed work orders through TrackIT and other Help Desk ticketing systems as needed.
• Responded to 75+ tickets and calls per day via phone and email and accurately documented all information as needed.

Confidential,San Pablo, CA Volunteer Refurbisher September 2009 – December 2011
• Cleaned, repaired, and tested computers and computer equipment.
• Updated and troubleshoot operating systems and software issues manually.

Confidential,Sacramento, CA Wild Land Fire Fighter/EMT June 2000 – December 2009
• Maintained readiness and responding to emergencies such as fire, medical, and related specialized emergency work functions.
• Educated the public on fire safety and prevention and performed other tasks related to City and Fire Department activities.
• Performed code enforcement, pre-fire surveys, building inspections, issued burn permits and maintained hydrants.

EDUCATION:
MCTS
A+ Certification

A.S. Fire Science
Paramedic Science