OBJECTIVE

• Highly motivated and skilled professional seeks opportunity with a dynamic organization that appreciates dedication, initiative and high achievement.
• Customer service professional offering excellent communication and problem - solving skills, dedicated to achieving customer satisfaction as well as meeting or surpassing company expectations.
• A proficient team leader who thrives in a fast-paced complex environment that focuses on client satisfaction able to focus on projects, develop strategies and meet or exceed deadlines. Recognized as the “go-to guy”

TECHNICAL SKILLS

User Devices: Desktops, Laptops, Peripherals, Smart Devices, Audio, Video

Desktop OS: Windows 95, 98, NT, 2000, XP, Vista, 7, 8 Professional and Home

Software: MS Office 2000, 2003, 2007, 2010, Norton, McAfee, PC Anywhere, Ghost, VNC

Security: Antivirus, Spyware, Firewall, Key Card system, Surveillance Cameras

Server OS: Windows NT, 2003, 2008, Small Business Server, Windows Home Server

Administration: Active Directory, Group Policy, Exchange

Routers: Symantec, Sonicwall, Netopia, Linksys, 2Wire, Cisco wireless

Technologies: TCP/IP, DHCP, DNS, FTP, VoIP, VPN, WSUS, Structured Wiring, Wireless

PROFESSIONAL EXPERIENCE

Confidential, Irvine, CA

Desktop support / helpdesk / Network Admin

Responsibilities:

• 3 month project to cover for helpdesk employees vacation and work related travel time
• Provided advanced technology support for all the employees in setting up or repairing computers including hardware, peripherals, software and establishing user accounts for all critical systems
• Provides basic end-user support on hardware, software and network related problems, questions and use

Confidential, Santa Ana CA

Desktop support / helpdesk / Network Admin

Responsibilities:

• With a strong customer service mentality and excellent oral and written skills provided level II helpdesk support by phone, email, desk side and remotely using VNC, remote desktop and Logmein.
• Using helpdesk ticketing system (RT) being detailed oriented, tracked and documented all worked performed closing the majority of tickets on initial call, reducing average open ticket time from 2-5 days to less than an hour.
• Installed, maintained and troubleshoot break-fix and adds / moves / changes as needed on computer and printer hardware and software.
• Designed and implemented database to track network equipment, computers, servers, and software.
• Assigned user accounts and granted permissions to shared resources. Assured senior management of data protection by demonstrating permission settings.
• Supported end users local and network printers providing installation, upgrades, maintenance kit (fuser, drums, roller kits) managing and monitoring network print ques.
• Working with level I tech created procedures and documentation to increase the stability, security and speed with how IT provided support for the call center using system administration tools - WMI, WMIC, PowerShell scripting, USMT, Sysprep, Acronis system imaging thus reducing daily ticket load from 75+ requests per day to less than 15.
• Provided support to the systems engineer on the backend environment of Windows 2003 and 2008 servers, MS SQL server, TouchStar dialers and component servers, Asterisk PBX, Elastix backend performing hardware and software upgrades and maintenance, MS Office365 Exchange, active directory, group policy, Polycomm VoIP phones.
• Worked with vendors to facilitate voice, data and hardware purchasing and replacement needs.

Confidential, Mission Viejo, CA

Lead Tech

Responsibilities:

• Project to rollout 1000+ system rollout of new Dell SFF pc’s running Windows 7 Pro booting into Citrix.
• This was in a hospital environment in rooms, nursing stations and administrative staff. In a wired and wireless setting.
• Worked as lead tech reporting to the project manager helping to setup and performed system test on environment for features and functionality.

Confidential, Orange, CA

Implanter

Responsibilities:

• Handled running implant machines - doping, energy, and dose
• Maintained and repaired machines - electronics, vacuum, gas, cooling

Confidential, Santa Fee Springs, CA

Desktop Support

Responsibilities:

• Project for document retention of years of backed up media on tape to prepare for offsite secure destruction.
• Inventorying and documenting of all storage backups of computer servers covering decades for reporting to the IT manger.
• Performed system upgrades of end user desktop PC's onsite and remotely through VNC
• Performed system imaging with Altiris
• Performed hardware and software inventorying for system hardware upgrades or replacements
• Provided customer support of desktop peripheral and printers.

Confidential, Torrance CA

Team Lead / Support Tech

Responsibilities:

• As tech performed workstation user data backups, decommissions of old equipment, installation, configuration and user data restoration verifying full functionality of hardware and software.
• As lead tech managed 2 to 10 technician throughout the evening managing time, assigning tasks to all the techs, helping with any issues they ran into
• Worked with branch point of contact to review the floor plans verifying all stations and there designated configuration, obtained security information, after hour contacts security information.
• Worked with Command Center through the night keeping them informed of progress, report any issues and any DOA equipment
• Worked as team lead, At nights end performed a final walk-through, verifying all documentation for completeness and correctness and faxed to project management, made sure all equipment had been loaded on gondolas and pickup, all trash removed from branch making sure area was neat and tidy

Confidential, Irvine CA

Desktop Support

Responsibilities:

• Project to provide support for Sarbangs Oxly and support team transition.
• Provided second level support to employees through helpdesk TrackIT system, email, phone and onsite.
• Communicated with internal executive management providing quick and courteous help
• Reported directly to the Director created project outlines and documentation to obtained 100% Sarbanes Oxley compliance
• Performed support services for users covering all hardware and software installation, repair, configuration and upgrades, user account issues in Active directory and Exchange 2003 administration
• By designing and implementing procedures and documentation was able to reduce the backlog of helpdesk tickets from 350 to 0 with new tickets time being resolved in an averaging of less than one hour

Confidential, Garden Grove, CA

Desktop Support

Responsibilities:

• Lead a team techs to perform the daily tasks of supporting a 200+ seat corporate office including the Voice / Data network of T3 / T1’s, switches, routers and call monitoring equipment
• Managed customer service employees, assigning projects covering data entry, call logging, customer complaints, and billing
• Created Ghost images to standardize on desktop systems for ease of installation, software maintenance and increased stability
• Handling of the MS SQL database from loading into the servers, record cleaning, call processing, sales processing and billing, ensuring database performance
• Installed and maintained call monitoring system for supervisory use over the call reps for quality assurance
• Established technical priorities, standards and procedures to obtain 100% compliance of Telecomm reform act, worked with outside government agencies and provided proof of adherence to call records
• Designed and installed a true corporate network infrastructure with a Windows Small Business server premium, running Exchange and SQL servers, Symantec security appliance, with a backup server, recording server, fax server and a remote access server to improve customer productivity and overall system reliability
• Ghosting of systems to maintain a start base of computers and software.
• Supported users computers and printers installations, maintenance and break fix issues.