SUMMARY:

• Offering over fifteen years of technical support and administration, with specific focus on customer service solutions and information management for both traditional and emerging business needs
• Windows (9x, 2000, XP, Vista, Windows 7 and 8) and Macintosh (OS 9.x, 10.x) troubleshooting and support
• Android support
• Application support, including all versions of Microsoft Office, Adobe Systems, and many proprietary workflow and database applications
• Hardware and peripheral troubleshooting and support
• Windows Server troubleshooting and support; file and print administration
• Internet, email, wired and wireless network administration
• TCP/IP, POP3, SMTP, HTTP, VNC and IEEE 802.1x protocols and standards
• Exchange server and Active Directory support and maintenance
• Security: user accounts, wireless configuration, firewall, malicious software extraction and data protection, backup and disaster recovery
• Veritas Backup Exec and restore, disk imaging
• VoIP phone and Blackberry handheld and client software support
• VPN/SecureConnect support
• Layout, design and digital printing
• Excellent written and verbal communication, including technical documentation and editing

EXPERIENCE:

Confidential, Houston, TX

Product Specialist

Responsibilities:

• Data and network security
• Intrusion detection and system log management
• Windows and Linux software support

Confidential, Houston, TX

Technical Support Engineer

Responsibilities:

• Support for proprietary security, migration and disaster recovery software
• Windows and Linux server

Confidential, Redwood City, CA

Solutions Engineer

Responsibilities:

• Remote PC hardware, software and peripheral troubleshooting and support
• Focus on diagnose, repair and malware and rootkit extraction
• Strong performance metrics, team involvement and member support

Confidential, Houston, TX

Systems Analyst

Responsibilities:

• Application support, including Microsoft Office, Adobe Systems software, SAP and multiple proprietary workflow and database applications
• PC hardware and peripheral troubleshooting and support
• Windows 2000 and 2003 Server (file, print, application) administration and support
• Active Directory and LDAP user account maintenance
• Digital/PBX and VoIP phone and Blackberry handheld and client software support
• VPN/SecureConnect support
• Remedy ticketing system

Confidential, Houston, TX

Contractor

Responsibilities:

• Client support and corporate contract assignments
• Windows and Macintosh; configuration of hardware, software, email and network (LAN), troubleshooting and support
• Application support, including Microsoft Office, Adobe Systems, etc., including many proprietary workflow and database applications
• Hardware and peripheral troubleshooting and support
• Windows NT/2000/2003 Server (file, print, application) administration and support
• Office staff training of technical concepts and procedures
• Network, Internet and email configuration
• Security: user accounts, wireless configuration, firewall, malicious software removal and layered data protection
• Technical documentation
• Remedy ticketing system

Confidential, San Francisco, CA

Systems Analyst

Responsibilities:

• Application support, including Citrix and local Microsoft Office, Project and Visio, Adobe Systems software, and several proprietary workflow and database applications, including IReSS and Solomon
• PC hardware and peripheral troubleshooting and support
• Windows 2000 and 2003 Server (file, print, application) administration and support
• Active Directory and user account maintenance
• Digital/PBX and VoIP phone and Blackberry handheld and client software support
• Veritas Backup Exec and restore
• Disk imaging, inventory, deployment and technical documentation as sole Systems Analyst serving location of 130+ users, 200+ PCs and 20+ servers
• Office staff training of technical concepts and procedures
• Remedy ticketing system

Confidential, San Francisco, CA

Contractor

Responsibilities:

• Client support and corporate contract assignments
• Windows and Macintosh; configuration of hardware, software, email and network (LAN), troubleshooting and support
• Application support, including Microsoft Office, Adobe Systems, etc., including many proprietary workflow and database applications
• Hardware and peripheral troubleshooting and support
• Windows NT/2000/2003 Server (file, print, application) administration and support
• Office staff training of technical concepts and procedures
• Network, Internet and email configuration
• Security: user accounts, wireless configuration, firewall, malicious software removal and layered data protection
• Technical documentation and design for print and web
• Remedy ticketing system

Confidential, Salt Lake City, UT

Technical Support Engineer

Responsibilities:

• Pilot contractor supporting emerging software on dual OS platforms
• Hardware and operating system troubleshooting and support
• Configuration of dialup networking & broadband, TCP/IP, email and browser applications
• Remedy ticketing system

Confidential, Houston, TX

Computer Services Coordinator

Responsibilities:

• Technical lead; hardware, application and digital print troubleshooting and support and coworker training
• Management over rebuilding and administration of store computer services departments
• Acquisition of new technology and digital services, computers and peripherals
• Application skills include Adobe Photoshop, Illustrator, PageMaker, Acrobat & Distiller, Macromedia and Microsoft Office
• Graphic design and layout; file preparation, image enhancing, correction and editing