PROFESSIONAL SUMMARY

• Over 10 years of experience in IT support/Helpdesk Support (Level I and Level II) in a fast-paced and challenging IT and Infrastructure in 24x7 Global Delivery Setup.
• Responsible for the PC Refresh, deployment, and Installs for over 900 systems.
• Worked with various trouble ticketing software.
• Assisted in Password resets using Active Directory and email support.
• Worked as Point of escalation for critical issues.
• Specializes in front-end support with superior communication, problem-solving and troubleshooting abilities.
• Quick to learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, tools and testing methodologies.
• Worked with Big Tech firms such as Agilent / Broadcom
• Proficient in server management, installs, hardware and software support and basic networking knowledge (CCNA and MCSA Pending)
• Understanding of various operating systems such as Windows, Linux (RedHat, Centos, Ubuntu), and virtualization products such as VMWare, VirtualBox (freeware).
• Managed DELL Servers, Switches, HUBs, LAN/Wireless setup.

TECHNICAL SKILLS
Windows Vista, XP, and 7, Linux (RedHat, Centos, Ubuntu), and virtualization products such as VMWare, VirtualBox, MS Office Suite, MS Outlook, Active Directory

EDUCATION and TRAINING
Customized classes-Windows Server 2003
Associate of Science degree
MCP XP, Windows 2003 server
MS Windows Server 2003 & 2008 administration classes
MS SQL 2008 administration classes
Cisco Networking classes
Agile administration classes

CERTIFICATIONS
COMPTIA A+ & Net + certificates
MCSA certification -- in progress
Electronic Technology Certificate

PROFESSIONAL EXPERIENCE
Confidential, Petaluma, CA
10/2011 - Present (Contract)
Helpdesk Technician Specialist

• Responds to employees requests for Technical help via web queue, telephone or email
• Performs account administration functions (account creation/termination/change, permission change and account information update) for various IT supported applications.
• Responds to outage and trouble notifications with established OLA and SLA guidelines
• Educates and trains users on hardware and software applications when appropriate on service calls
• Maintains the IT Helpdesk section of the company intranet by updating content, processes and forms when necessary.

Confidential, Santa Rosa, CA
5/2011- 10/2011 (Contract)
Computer/Network Technician

• Analyze, diagnose, and resolve customer problems, relating to hardware, software and applications software.
• Provided email support and password resets using Active Directory.
• Assembles, configured, and tests customized servers, desktops, PCs (Blades, RAID)
• Managed IT Infrastructure, Racking, Server Mounts, Cabling (CAT5, Copper) etc.
• Travel to customers' businesses to provide direct technical support to end users

Environment: MS Office Suite, Windows XP and 7, MS Outlook

Confidential, Novato, CA
10/2010 - 4/10/11 (Contract ended)
Desktop Support (Level II)

• PC Refresh, deployment, and Installs for over 900 systems.
• Manages Dell tasks, resources associated with the project
• Provides user-end support and escalation point, doing Problem Diagnosis, Root Cause Analysis
• Used Industry Best Practices (ITIL) to come up with Action Plans and Process Creations.
• Coordinates activities with customer
• Manages escalation issues between Dell and customer
• Coordinates delivery of the product to customer
• Prepares site and customer for installation
• Manages execution of the deployment
• Opens and closes out project using Dell Quickbase tool
• Configures computer hardware, software and related peripherals

Environment: MS Office Suite, Windows XP and 7, MS Outlook, QuickBase, ITIL

Confidential, Petaluma, CA
12/2004 - 6/2010 (FTE-Laid Off)
Desktop Administrator / Engineering System Analyst (Level I and Level II)

• Coordinated and performed new hardware installations, refreshes, deployments, and upgrades for all systems running XP, Vista, Win7, Windows 2003 / 2008
• Provided level I/II technical support to over 100+ local and remote users 24/7 using XP, Vista, Win 7, Mac OS
• Troubleshot and resolved hardware, software and networking issues
• Created, deleted, and maintained user accounts (VPN, ShoreTel/Vodavi phone systems, Window Active Directory, etc…)
• Configured and maintained multiple WLAN network
• Configured, imaged, maintained, repaired and supported operational needs of various types of systems (i.e. laptops, desktops and Wyse thin clients)
• Supported and troubleshot other peripheral devices, i.e. monitors, printers and faxes (over 250 devices)
• Responded and prioritized helpdesk calls/problem tickets; independently managed and resolved work requests to meet established desktop support SLA's
• Assisted in Linux administration
• Coordinated and performed software installations, re-installations, configurations and upgrades for all systems running XP, Vista, Win7, Windows 2003 / 2008
• Managed daily/weekly back-ups of all mission critical systems and provided data recoveries
• Provided Exchange Server support (Exchange 2007, OWA, SMTP; mailbox creation and management)
• Configured, implemented and administered corporate anti-virus server (Symantec Endpoint) for XP, Vista, Win7, Win server 2003 / 2008
• Managed and documented hardware and software assets
• Researched and procured all computer hardware, software and related peripherals in accordance with the established corporate standards
• Interacted with vendor technical support contacts to address product issues
• Produced clear and concise Windows documentations and procedures for administrative tasks
• Provided end user training

Environment: Windows XP, Vista, Win7, Windows 2003 / 2008, Mac, Exchange