SUMMARY:

• Seeking a position in Technical Support with an emphasis in technical training and help desk management.

• Excellent Customer Service Skills
• Exceptional Written and Oral Communication Installation of hardware and software
• Technical writing abilities
• Project planning and management
• Network system design and administration
• Resolving compatibility issues
• Ability to work in front of computer monitor for prolonged periods of time.
• Facilitate and deliver technical training sessions to end users

TECHNICAL SKILLS:

Operating Systems: DOS Leopard Linux Lion Mountain Lion Snow Leopard Tiger Vista Windows 2000, server, and advanced server Windows 8 Windows 7 Windows 98 Windows NT Windows XP Home/ Pro

Software: Microsoft Office Money QuickBooks Tight VNC Active directory Aderant Adobe Acrobat X Aspect *Remedy BlackBerry Enterprise Server Change Pro Citrix Metaframe Presentation Server TrackIt IQTrack Altiris CRM Deltaview I Manage ITSM KI systems Lotus notes MacPac Mimcast Outlook *Quicken Remote Admin RSA Admin Sales Force Service Now

Hardware: Cable and 56k Modems CD ROM CPU DVD Rom/ DVDRW Floppy drive Ipad Iphone Power supply Routers SD RAM Blackberry Tablets Ipad Iphone Android

PROFESSIONAL EXPERIENCE:

Volunteer Information Technology Instructor

Confidential, Antioch, CA

Responsibilities:

• I instruct a class of 22 to 26 adults on beginning, intermediate and advanced computer skills.
• The classes are broken up into different sessions including Windows 7 basics, internet fundamentals, Web based vs. Software base email, Microsoft Word 2007 and 2010 and resume building \Interviewing skills.
• I have created the entire curriculum as well as instruct my students on using Windows Xp and Windows 7 computers.
• Confidential the end of the session, I give them a final on the material we covered and they receive a certificate of completion upon passing.

Desktop Support Specialist

Confidential, Oakland

Responsibilities:

• Provided onsite support to attorneys and staff.
• I answered phone calls, emails as well as drop in questions.
• Daily routines consisted of running backup tape, creating knowledge base, implementing the ticketing system called Track It, reimaging machines, desktop side moves, conference room setups, and cleaning the stock room.

Technology Support Specialist

Confidential, San Francisco

Responsibilities:

• Provided a broad range of Technology Support.
• Assisted with new desktop hardware deployments, telephone and voicemail setup, and loaner laptop and PDA distributions.
• Promptly answered calls from users and provided concierge - level support as required by internal and external clients.
• Daily routines consisted of documenting cases in IQTrack ticketing system, setting up user accounts in active directory, reimaging machines using Altiris software, troubleshooting issues in Outlook 2007, Filesite, Citrix environment, IManage,CMS and other core legal applications.

IT Service Desk

Confidential

Responsibilities:

• Providing phone and email technical support for internal users of the company in a Windows 7 environment.
• Setting up new user accounts in Active Directory and Lotus Notes.
• Dispatching or rerouting tickets using the service now ticketing program, to the appropriate group to resolve the issue or service request.
• Responsible for assisting in the data center.
• Data center duties include replacing daily back up tapes, monitoring Unix production servers, deleting print jobs, and monitoring the internal network.

Help Desk

Confidential, San Francisco

Responsibilities:

• Responsible for answering calls from staff to help resolve technical issues during their roll out of the Windows 7 platform from the XP platform.
• I would log request that came in from email and phone in the Remedy ticketing system.
• Some of the issues I resolved were unlocking documents in the worksite management system, resetting bit locker passwords, how to navigate and use office 2010 and the Windows 7 platform, and various remote access issues.

Desktop Support

Confidential, San Francisco

Responsibilities:

• Responsible for answering calls from staff to help resolve technical issues on the Windows 7 platform.
• Also setup conference rooms with projectors, computers, printers, routers etc.
• Organized the stock room

Support Center Analyst

Confidential, San Francisco, California

Responsibilities:

• I’m responsible for providing first and second level technical support to attorneys and staff of the firm.
• Answer support center phones, providing detailed technical support to the user base on a timely basis.
• I log tickets into a ticketing management system called service now from live calls, emails, and voice mails.
• The firm operates on windows xp and windows 7.
• Maintain distribution list as well as help product testing, maintain accounts with active directory in server 2003, 2008, and use remote software such as remote administrator to shadow a user environment.
• Troubleshoot remote access issues from people trying to use citrix and juniper software.
• I also troubleshoot blackberry, Iphone and IPad issues with such software as Blackberry Enterprise Server and Good.

Technical Support

Confidential, San Ramon, California

Responsibilities:

• Conduct analysis and troubleshooting via telephone for DSL and Dial-up Internet service customers.
• Identify and act on unique or recurring end user problems by providing advanced technical support or maintenance of personal computers as well as peripherals using documented procedures and on hand tools.
• Reconfigured modems and routers for customers, troubleshoot on all OS platforms like 98, XP, Vista Windows 7, OSX as well as rebuild their dsl line.
• Assist technicians in special projects and worked with outside vendors and affiliated groups to troubleshoot and restore customer internet service.
• Remained knowledgeable of ISP service offerings, current industry products and technology.