TECHNICAL SKILLS

Desktop OS: Apple OS X, Microsoft Windows, and Ubuntu Linux

Server OS: Microsoft Windows - NT4, 2000, 2003&R2, 2008&R2, and 2012&R2

Windows server: Active Directory, SCCM 2012R2, TCP/IP, SharePoint, IIS

Messaging admin: Confidential Apps, and Microsoft Exchange - 2003, 2007, and 2010

Messaging client: Apple Mail, MS Outlook, POP3/IMAP4/SMTP/MAPI

Mobile device: iOS & Android smartphones, tablets, and AirWatch MDM service

Productivity app: MS Office & Outlook on Windows and Mac, OpenDoc on Linux and Mac

Creativity app: Adobe Creative Suite, Adobe Creative Cloud, AutoDesk 3D, Trimble SketchUp, Pantone palettes

Virtual Machine: VMware Fusion, VMware Workstation, Parallels Desktop, MS Virtual PC, and VirtualBox on the desktop, deployed new VMs on VMware Horizon server

Appliance: Small business and consumer router/switch/firewall devices (Apple, Linksys, Netgear, D-Link)

Remote access: VPN, DUN, RDP, VNC, LogMeIn, GoToMeeting, Xwindows & Hummingbird eXceed

Hardware: Apple, IBM/ Confidential, Confidential, HP/Compaq, ASUS, and Toshiba computers and servers

Backup: Apple TimeCapsule, Cheyenne Arcserve, Veritas/Symantec BackUp Exec, and CrashPlan

Voice messaging: Lucent/ Confidential Intuity, Definity, Nortel Meridian, Confidential, and TeleKinex phone systems

Ticket tracking: ZenDesk, ConnectWise, Remedy, GLPI, and many others

Call center: Service with a smile that you can hear over the phone (radio voice)

PROFESSIONAL EXPERIENCE

I.T. Fieldtech

Confidential

Responsibilities:

• I provided on-site user and infrastructure support for multiple clients and sites, including MyoKardia, Bi-Rite Markets Family of Businesses, Axiom Financial Consulting, and several others in pharmaceutical, academic, financial, food/catering, and small San Francisco businesses.
• Support includes tier 1 level support by phone to tier 3 level support with Windows servers, workstation management services (SCCM, ARD, etc.), and phone systems
• Supported user workstations running Microsoft software and specialized pharma and retail/POS applications, as well as minor support for server services including Active Directory, Microsoft Exchange Server, and Office 365.

Engineering Site Support

Confidential, Oakland, CA

Responsibilities:

• Primary (level 1 & 2) Help Desk support for executive-level users, and management of help desk request tracking queues.
• Tracked assets tracking and standards management.
• Administered Exchange 2010 mailboxes and Office 365 accounts, and Windows domain accounts.
• Staged new computers and delivered new users/computers new hires and Confidential VoIP and Microsoft Lync 2013 compatible phones and accounts.
• Maintained an inventory of printer supplies and 'consumable' items such as keyboards, pointing devices, Ethernet cables, etc.
• Recovered hardware from upgraded and former employees.
• Provided telephone support for multiple sites and remote/travelling users, iOS, and Android platforms, as well as peripherals such as printers and mobile WiFi modems.

Apple Computer Support Specialist

Confidential

Responsibilities:

• Primary (level 1 & 2) Help Desk support and management of help desk request tracking queues.
• Tracked assets tracking and standards management.
• Provided advanced (and basic) desktop / user support of Apple Mac / OS X based computers and Windows based computers.
• Administered Exchange 2010 and Office 365 accounts, Windows domain accounts, and local Mac OS accounts.
• Staged new computers and delivered new users/computers new hires and VoIP and Microsoft Lync 2013 compatible phones and accounts.
• Maintained an inventory of printer supplies and 'consumable' items such as keyboards, pointing devices, Ethernet cables, etc.
• Recovered hardware from upgraded and former employees.
• Provided telephone support for over 900 users corporate-wide and PC, Mac, iOS, and Android platforms, as well as peripherals such as printers mobile WiFi modems.

Apple Computer Support Specialist

Confidential

Responsibilities:

• Primary (level 1 & 2) Help Desk support and management of help desk request tracking queue.
• Asset tracking and standards management.
• Provided advanced (and basic) desktop / user support of Mac/OS X based computers, Windows based computers, and some Linux based computers.
• Administered Confidential Apps accounts, Windows domain accounts, and local Mac OS accounts.
• Staged new computers and deliver new user/computers and VoIP phones.
• Maintained an inventory of printer supplies and 'consumable' items such as keyboards, pointing devices, Ethernet cables, etc.
• Recovered hardware from upgraded and former employees.

Computer Support Specialist

Confidential, San Francisco, CA

• Provided Help Desk / Windows remote user support - remote desktop and control tools, cloud resources including Confidential Apps, HipChat, Zendesk, among others
• Provided Windows remote user support - DUN, VPN, remote desktop and control tools

Computer Support Specialist

Confidential, San Francisco, CA

Responsibilities:

• Provided basic to advanced desktop / user support of Windows based computers, Linux based computers, and Mac/OS X based computers for six+ years.
• Supported and maintained HP rack-mounted servers, Sun Microsystems computers, and SuperMicro Linux-based servers in a secured server room.
• Managed and maintained a California Security Systems perimeter security system, with security cards and cameras, interacting with civil authorities upon few breaches.
• Installed and configured wireless networks (802.11x) and Gigabit Ethernet (CAT5+ and CAT6).
• Installed and managed Asset Management systems (SMS and then OCS with GLPI on Linux host)
• FAXmaker networked facsimile services for desktop users
• Great Plains Accounting services (with credit card authorization plug-ins),
• Telephone services including most recently, Confidential Systems and many Confidential based IP phones and Plantronics accessories.
• Tracked Help Desk trouble tickets using Bugzilla and GLPI.

Computer Support Specialist

Confidential, Shula Vista, CA

Responsibilities:

• Provided user assistance to fellow students in the computer lab at the college library.
• Created, updated, and maintained disk-less workstation boot images, replaced faulty components
• Performed administrative functions including check-in and check-out of student computer access (security) photo-copier maintenance and repair answering phones and group study room scheduling

Computer Support Technician

Confidential, Austin, TX

Responsibilities:

• Provided user support for PC workstations running operating systems including Microsoft Windows 95/98/NT/2000/XP and DOS.
• Also provided support for productivity applications including Microsoft Office, Microsoft Exchange/Outlook, Norton AntiVirus, Norton/Symantec Ghost 2000, Adobe Acrobat Reader, and MarketForce.
• Configured Meridian telephone terminals and new Confidential PC hardware.

Consultant, Microcomputer Technician

Confidential, Aakland, CA

Responsibilities:

• Provided user support for PC workstations running operating systems including Microsoft Windows NT/2000/XP.
• Provided support for productivity applications including Microsoft Office, Microsoft Exchange/Outlook, Norton AntiVirus, Norton/Symantec Ghost 2000, and Adobe Acrobat Reader
• Configured new Confidential PC hardware.

Independent Contractor, Computer Support Specialist

Confidential, Aakland, CA

Responsibilities:

• Implemented a Microsoft Windows 2000 Domain with Active Directory Services, DDNS, WINS, DHCP, and group policies for an Internet software design firm.
• Configured Wireless Access, VPN with a SonicWall Internet Appliance, and IMAP email with a Cobalt Qube3 Server Appliance.
• Migrated Windows 2000 computers and user profiles into the domain.
• Documented services and processes as implemented.
• Provided general local and remote user support.

Windows Systems Manager

Confidential, Aedwood City, CA

Responsibilities:

• Managed a network of Windows NT/2000 Domain Servers and Workstations on 100 Mbps Ethernet (Cisco Switched).
• Performed Microsoft Exchange Server v5.5 administration.
• Provided full PC desktop support, limited Sun/Solaris account administration for software engineers, and remote and VPN support for field personnel.
• Administered the Lucent Definity telephone system and the Lucent Intuity voice mail system.
• Managed accounts and file system permissions on a Network Appliance file storage server.
• Managed one direct report staff member.
• Created documentation for all aspects of IT operations.

Senior I.T. Engineer

Confidential, Oakland, CA

Responsibilities:

• Managed a network of Windows NT 4.0 Domain Servers and Workstations on 100 Mbps Ethernet (Cisco Switched).
• Performed Microsoft Exchange Server v5.5 administration.
• Provided full PC and limited Sun/Solaris desktop support for software engineers and database analysts, and remote and VPN support for field personnel.
• Managed tape backups using Arcserve and 40 GB DLT tape devices.
• Supported Microsoft Internet Information Server and Netscape Enterprise Server.
• Administered the Lucent Definity telephone system.
• Created new and revised existing documentation for all aspects of IT operations in the HR division.

Consultant, I.T. Support Specialist

Confidential, Dallas, TX

Responsibilities:

• Provided user support for operating systems including Microsoft Windows 95/98/NT and DOS.
• Provided support for productivity applications including Microsoft Office, Lotus Notes, Microsoft Exchange/Outlook,
• Hummingbird eXceed for Xwindows on PC's, terminal emulation connections to UNIX hosts dialup networking remote site user support by telephone.

Senior Windows Domain Administrator

Confidential, Dan Diego, CA

Responsibilities:

• Provided user support for operating systems including Microsoft Windows 95/NT/DOS, NetWare clients, and Macintosh systems.
• Also provided support for productivity applications including Microsoft Office, Lotus Notes, Hummingbird eXceed and NFS Maestro for Xwindows and NFS on PC's.
• Configured terminal emulation connections to UNIX hosts, dialup networking, and conducted remote site user support by telephone.
• Assembled, upgraded, and installed various models of Compaq servers with Compaq Smart RAID arrays and running Windows NT Server version 3.51 and 4.0, and Citrix WinFrame 1.7 with WinCenter 3.1 for support on Xwindows.
• Facilitated NetWare legacy system support via Gateway Services for NetWare.
• Installed and configured application and backup services.
• Upgraded NT servers and workstations from version 3.51 to 4.0.
• Provided same server related support for remote sites and by telephone and network for international sites.
• Supported Lotus Notes 3.x server on IBM OS/2 Warp.
• Installed and configured Microsoft Internet Information Server on intranet servers.