SUMMARY:

• Proven ability to diagnose PC hardware problems and perform and/or coordinate the repair of hardware
• Proven experience using a Helpdesk ticketing system
• Detail - oriented and methodical in solving problems and managing multiple projects
• Exhibits and champions excellence in work habits and a willingness to embrace change
• Quick learner with strong working knowledge of software, hardware, operating systems, backup procedures and networking
• Clearly communicate technical solutions in a creative, user-friendly, professional manner; provide one-on-one end-user training as needed
• Capability to work proactively, independently, and as part of a team
• Dedicated to giving fantastic customer service, diplomacy, inspiration, creativity and leaving everything better than I find it
• Faithful to technical solutions for business results not just for technology’s sake

TECHNICAL SKILLS:

Operating Systems: Windows Server 2008, Windows 7, Vista, XP, Windows 2000, Mac OS X 10.4-10.7+

Hardware: PCs, Macs, PDAs, Video Conference, Smart Phones

Networking: LAN/WAN, TCP/IP, VPN

Research: Lexis/Nexis, Factiva, Media Map, Cision

Help Desk: Remedy

PROFESSIONAL EXPERIENCE:

Confidential, Los Angeles, CA

Application and Desktop Support Analyst

Responsibilities:

• Operates as service point of contact for four Interpublic offices, Costa Mesa, San Francisco)for help desk, troubleshoot and resolve approximately 20 tickets a day
• Respond to requests for assistance in person or via remote support tools.
• Escalate problems and requests as appropriate
• Assist in upgrading 5 servers from Windows 2003 to 2008
• Upgraded more than 100 computers from Windows 2000 through to Windows 7 and Office XP to Office 2010
• Set up HD video conferencing unit for communicating with clients
• Run daily backups with Symantec Backup Exec 12.5 for Windows Servers for three offices (two remote) and restore items when necessary
• Maintain and enforce hardware policies and standards
• Support and deploy Sprint & AT&T issued smart phones (Blackberry, iPhone, Droid, Windows)
• Install new laptops, desktops, printers, smart phones, iPads and black berry devices and other peripherals
• Provide daily technical support for e-mail, network connectivity, telecommunications, peripheral equipment, computer maintenance and repair as well as set up computers and install software
• Contact and work with external technical support and vendors
• Train new staff on technical equipment
• Maintain the inventory of hardware and software
• Help to plan and organize the Confidential San Francisco and Costa Mesa move from one office site to another

Confidential, Los Angeles, CA

Manager of Information Systems

Responsibilities:

• Operated as service point of contact for two Confidential offices, helping to troubleshoot and manage networks
• Assisted in the design of an Intranet for Confidential to easily communicate with staff
• Assisted in upgrading 3 servers from Novell 4 to Windows 2000
• Supervised two assistants
• Upgraded more than 75 computers from Windows 98 to Windows 2000 and Office 98 to Office XP
• Ran daily backups on Arc serve and restored items when necessary
• Provided daily technical support for e-mail, network connectivity, telecommunications, peripheral equipment, computer maintenance and repair as well as set up computers and install software
• Contacted and worked with external technical support and vendors
• Trained new staff on technical equipment
• Helped to plan and organize the Confidential Los Angeles move from one office to another
• Set up and maintain Exchange, Lotus Notes and Groupwise email servers

Confidential, Los Angeles, CA

Database Manager

Responsibilities:

• Operated as service point of contact helping to diagnose, troubleshoot and manage network
• Assisted in the design of a dBase program to track and name documents as well as a contact manager for Media contacts to report on work done with the Media
• Assisted in upgrading 1 server from 3Com to Novell 3.3 and then to Novell 4
• Upgraded 15 to 45 computers over time from DOS to Windows 3.1 and then Windows 95 and from WordStar to WordPerfect to Office for Windows
• Supervised 1 assistant
• Ran daily backups and restored items when necessary
• Provided daily technical support for network connectivity, telecommunications, peripheral equipment, computer maintenance and repair as well as set up computers and install software
• Trained new staff on technical equipment