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Desktop Support/system Admin Resume

San Francisco, CA

SUMMARY:

  • Confidential is an IT Professional with over 6 years of experience for organizations in government, healthcare and technology ranging from small to enterprise levels.
  • Highly efficient in troubleshooting computer hardware and software issues
  • Researching relevant fixes, and implementing solutions
  • Proficient knowledge of configuration with Cisco routers, Layer 2, Layer 3 network switches
  • Ability to respond quickly, troubleshoot and resolve a network infrastructure problem in a methodical and effective manner
  • Operating system installations & upgrades, including dual boot system and virtual machine - providing technical assistance for technologies that include Windows 7/XP/Vista, MAC OX S Maverick (Laptops, Desktops & Thin Clients), Tablets, Cisco phones, Smartphones (Android), and Microsoft Office Suite & Office 365
  • Using Active Director to manage group permissions along with remote desktop access (Windows RemoteDesktop, Team Viewer, Real VNC), CRM Mail Order Management (MOM), web-based applications includingASP.net, and Virtual ACD
  • Disc imaging and setups of laptops/desktops for end-user and/or new employees and inventory of all deployed equipment
  • Performing diagnostics and troubleshooting of system issues, documenting help desk tickets/resolutions
  • Performing peripheral equipment and software installs and configurations, as well as wireless and LAN configuration and resolve access issues, and other desktop support functions
  • Administrative, leadership, and management skills ITIL
  • Excellent communication skills, customer service and support, positive attitude, and ability to prioritize and adapt quickly in a dynamic environment

TECHNICAL SKILLS:

O/S:: Operating Systems (Windows 7, 8, 10 and XP,); OX S Maverick, Yosemite, El Capitan, Linux (Ubuntu) Exchange 2003/2008/2012 , Operating system installation and troubleshooting

Hardware:: Cisco Routers (3900, 2900, 2800, 1900, 1800, 800), Cisco Catalyst Switch (6500, 5500, 4900, 4500, 3000, 3100, 2900), Cisco ASA 5500 Series.

Routing/Switching:: WAN, LAN, TCP/IP, Spanning Tree, BPDU, CDP, Frame-relay, PPP, ACL, Network Address Translation (NAT), Port Address Translation (PAT), Access Control List, RIP, OSPF, EIGRP, BGP, MPLS, VTP, SNMP, SMTP, ARP, TCP, UDP, Static Routing, Stub Routing, VLAN Trunking, Multi-Area OSPF, VLAN, VTP, HSRP, VRRP, SVI, CEF, Ether-channel, Port-fast.

Security Technologies:: AAA, IPS/IDS, TACACS+, RADIUS, SSH, VPN, Cisco ACS, Data Loss Prevention, IPSec, IKEv2, Data Management Zone, Pretty Good Protection (PGP), Public Key Infrastructure (PKI), Internet Key Exchange Policy, Port Security, MAC Address Filtering, IPS/IDS, Symantec, Meraki.

Software: Software installations including Windows Operating System, HDD Data-wiping, Installing peripherals and supporting software, System delivery/setup Data management back up, Recovery, System restores, Disk imaging, Wipes, Drive partitioning, and Formatting, VMWare, Oracle Box, Ghost.

Applications:: Microsoft Office 365, Anti-Virus and Malware Removal (Bitdefender, Norton, McAfee, Security Essentials, Malwarebytes, Spybot, and Trend Micro). Remote Desktop Access (Windows RemoteDesktop, Team Viewer, Real VNC) CRM Mail Order Management (MOM), web-based applications includingASP.net, and Virtual ACD Active Directory, including Group Policy, Kerberos, and LDAP, Wire shark, Spice Works, POST, Nessus, ShoreTel, Citrix, and SolarWinds.

PROFESSIONAL EXPERIENCE:

Confidential, San Francisco, CA

Desktop Support/System Admin

Responsibilities:

  • Worked on Bitdefender Automated Malware Detection system and managing Active Directory.
  • Monitored the LAN/WAN network environment including routers, switches, firewalls, and Internet access and software applications.
  • Maintained MS Exchange Server - Performed troubleshooting and provided resolutions for server problems.

Confidential, Oakland, CA

Desktop Support/System Admin

Responsibilities:

  • Performed network administration functions, set up network user accounts/permissions, reset passwords, and administered group policies via Active Directory
  • Troubleshoot trouble tickets to resolve basic technical problems with desktop computing equipment and Responds promptly to escalations for technical support via phone and email
  • Review Audit Logs, Track/Monitor System Performance and activity, Perform/Verify daily Backup, and Network WAN/LAN & Wireless Connectivity.
  • Work with Helpdesk, Provisioning, Infrastructure Operations, Systems Engineering, IT NOC, Security and other teams to identify and resolve escalations and outages

Confidential, San Francisco, CA

Desktop Support/Help Desk, Team Lead

Responsibilities:

  • Technical assistance in person, via phone, and remotely for the following technologies: Windows, (Laptops, Desktops & Thin Clients), Tablets, Cisco phones, Smartphones (Android), and Microsoft Office 365
  • Assisted the Desktop Manager in supervision,, and mentorship of student employees at the Help Desk and PC deployment team, with a specific focus on leading the team of Desktop Support students for Android deployment of 2,500 smartphones
  • Imaging and setups of laptops/desktops for end-user and/or new employees and inventory of all deployed equipment.
  • Installs, configures and troubleshoots hardware including: laptops, workstations, printers, phones, videoconference units and mobile devices

Confidential

Network Engineer

Responsibilities:

  • Worked with OSPF, Cisco Routing and Switching of VLAN’s, EIGRP protocols.
  • For LAN, setup straight thru/crossover/rollover cables and testing infrastructures and provided layer 2 and layer 3 support.
  • Performed Layer 2 and layer 3 Cisco router and switch configurations.

Confidential, Pleasanton/Oakland, CA

Desktop Support

Responsibilities:

  • Installing and maintaining PC and MAC hardware and software
  • Executing equipment replacement activity and Scan existing asset for applications and settings
  • Receiving assets, moving equipment within and/or between facilities

Confidential, San Francisco, CA

PC Technician

Responsibilities:

  • Assist staff with the installation, configuration and ongoing usability of around 10,000 desktop computers PC and MAC, peripheral equipment Cisco phone, and software
  • Interfaces directly with internal employees and various departments
  • Completed quality assurance and control of desktop deployment.
  • Support Security Standards (anti-virus/anti-spam/firewall/patching

Confidential, Palo Alto/San Jose, CA

Lead Technician

Responsibilities:

  • Refreshed hardware at Bank of America locations (PCs, desktops, Severs, UPS, monitors, MFP printer support, etc.)
  • Executed equipment replacement activity, quality of work performed, and resolved network communication problems independently
  • Performed system backups and data recovery for server, data eradication on old equipment (using GDisk utility from Symantec), and Prepared assets for disposal
  • Updating asset management system to reflect work performed, uploading files to Spice works and POST
  • I logged inventory of all items being removed from site, staging equipment for build / image activity, and assisting and technicians as needed

Confidential, San Pablo, CA

PC Technician

Responsibilities:

  • Identified, researched, and resolves technical problems, and evaluated, design and implemented new systems (software and hardware) to increase productivity
  • Performed system upgrades, driver installation, Wireless/VPN
  • Maintained printers plus other office equipment: adding toner, clearing jams, troubleshooting error messages

Confidential, Houston, TX

Help Desk Technician

Responsibilities:

  • Performed diagnostics and troubleshooting of system issues, documented help desk
  • Tickets/resolutions, and maintained equipment inventory lists.
  • Analyzed and resolved problems associated with PC hardware, operating systems, & application, and maintained excellent communication with all end users and other members of the technology organization
  • Provided hands on technology support, also provided phone support and remote assistance as needed, and Performed peripheral equipment and software installs and configurations, as well as wireless and LAN configuration and resolve access issues, and other desktop support functions

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