TECHNICAL SKILLS

Platforms: Microsoft XP Pro, Windows 2003 Server, Windows 98 2000, NT, UNIX Solaris 8 and Mac OS X.

Applications: MS Office 2003 Suite, Cisco VPN, Symantec Enterprise Ghost, Remedy ticketing system, Active Directory, Group Policy Manager, RSA Manager, AUDIX, Lucent Definity PBX, ACD Automatic Call Distribution , Avaya CMS Call Management System , Inter-tel Session Manager, Memtest86, Oracle, PL/SQL, SQL Server 2000, Dameware, VNC, and Siebel..

Hardware: Cisco VPN 3002 Concentrator, motherboard, processors, power supplies, video cards, NIC cards, RAM, hard drives, IDE, SCSI, SATA, HUB, switch, wireless access points, routers, telecom punch down tool, telecom tone generator, 66 110 Block patch panel.

Network: Good working knowledge of TCP/IP, SQL queries and concepts, Microsoft File and Print Sharing and basic Citrix.

PROFESSIONAL EXPERIENCE

Confidential

IT Support Specialist

I'm in charge of all IT aspects for regional office as well as Tier 2 support for the Southern California region. I work in an office of 40 employees, and responsible for 46 apartment complexes with leasing offices that has about 184 end users.

Key contributions:

• Help create new users accounts and assist users in using our computer system for the first time.
• Set up and troubleshoot Cisco VPN software.
• Configured Cisco VPN 3002 concentrator for apartment complexes to be connected to our network.
• Administer and troubleshoot TREO phones. Configured phones to be set up with MS Exchange server.
• Created new phone accounts and administer land lines using Inter-tel. Moved phone stations on punch panel.
• Assisted in file recovery from deleted file and from defective hard drives.
• Helped users create several PST files when their PST file size were greater than one gigabyte.
• Closed tickets on timely basis in TrackIT ticketing system.
• Remotely helped users using VNC and Dameware. Also assisted users on the road.

Confidential

Desktop Support II

Primarily responsible for troubleshooting and deploying workstations in a 200 workstation environment. Job duties also include supporting, maintaining, and troubleshooting Inter-Tel phone system. Ticketing system used was TrackIT.

Key contributions:

• Set up and managed and troubleshoot user and computer accounts with Active Directory.
• Managed and supported corporate Group Policies in Active Directory.
• Reduced support responses by remotely connecting and troubleshooting client desktops using VNC software.
• Create, configured, deleted phone accounts in an Inter-tel phone system.
• Tone data and phone ports using telecom tone generator for new work stations to be set up.
• Rebuilt new computer's operating system and configured the programs to be used for Ghost Imaging.
• Configured and troubleshoot network printers.
• Supported and configured Blackberry devices.

Confidential

Applications Administrator

As a contractor working at the home office, I was in charge of setting up new users for several programs. DirecTV used Clarify as their ticketing request program. The company is Sarbanes Oxley compliant. Being in charge of my given programs, I set up employees, made modification and disabled employees who no longer worked there.

Key contribution:

• Set up user accounts to their specific roll to have access to a Siebel program to help them tract customers' information.
• Created user accounts within UNIX for Oracle Applications.
• Used Active Directory to create new accounts and manage users' access within the corporate network.
• Remote Security Authentication RSA Manager was used to set up users to have VPN connections to production server.
• Helped users troubleshoot their problems that prevented them access to their web based programs.
• Reset passwords in programs for both Microsoft and UNIX environments.
• Used Service Desk ticketing system to handle users' requests within the technology environment.
• Every quarter created audit report of list of all users and their access level to be given to outside auditing team.

Confidential

Desktop Support/Telecom Administrator

I was in charge of setting up new employee's computers and telephone access. Troubleshoot all computer, server, networking and telephone issues. Installed the new time clock for hourly employees. Also installed wireless camera for security purposes. The company purchased a 40K real time telephone recording system for the call center where I set up the hardware and configured the software.

Key contributions:

• Created and managed user's and pc accounts within Microsoft NT environment using USRMGR, SVRMGR, and Mail Exchange Admin tools. After company upgraded to Server 2003, I used Active Directory to do my management.
• Assisted in migrating workstations from one domain to another. Ensured all pc's and programs worked in new domain.
• Installed and configured Windows 2000/XP on all desktops and sysprep'd each revision for deployment.
• Administered MS SQL Server 2000 using Enterprise Manager.
• Troubleshoot network problems of client's pc by using TRACERT, IPCONFIG, PING and PATHPING.
• Used the Lucent Definity Site Administrator to set up, delete, manage and configure the call center phones.
• Within Solaris UNIX did monthly backups of the Avaya Call Management System.
• Added new phone lines by using Lucent Definity to find an empty line then set up line with phone number and user name.
• Set up telephones in new offices by using tone generator and finding the live line on port panel. Then physically punching wires to port panel.

Confidential

Secondary Marketing

Worked in Secondary Marketing where I helped brokers price out loans off the bank's rate sheet.

Key contributions:

• Daily download from Bloomberg the current government bond rates to integrate into company's lending rates.
• Converted bond prices from 32nd to percentages before inputting into Excel macro model to perform the daily price updates.
• Assisted with brokers in locking loans of current rates for potential homebuyers.
• To draw loan documents I went over the entire loan application file to insure it complies with the bank's and underwriting rules before drawing loans.

Confidential

Custody Administrator

I worked in the custody department of this large commercial bank where the assets consist of home and commercial property notes. The notes were locked up in a secured vault. I helped with the transactions of the purchased assets as well as the securitizations of these assets to become investment tools on Wall Street.

Key contribution:

• Managed the United Companies Lending account that represented 26 of total custodial and trust revenue in Corporate Trust Asset Structure.
• Audited home promissory notes delivered in bulk daily by mortgage lending companies or commercial banks to be held at Deutsche Bank as custodian.
• Create trust receipts for the commercial banks as legal document to act as custodian for the delivered collateral.
• Created discrepancy reports of the notes that the bank received to be sent to the mortgage companies or commercial banks to have them follow up on.
• Joined two tables within MS Access using SQL.