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Desktop Technician Level 2 Resume

Chino, HillscA


  • A Senior Desktop Support Analyst with experience providing technical support to customers and successfully resolving their issues.
  • Exceptional academic qualifications including the receipt of my training in Planning and Managing Windows 7 Deployment, Maintaining a Microsoft SQL Server 2008 Database, Symantec Backup Exec 10.x for Windows Administration, and Cisco IP Telephony, an A+ Certification and over 10 years of hands - on industry experience.
  • Strong expertise in the support of network systems to drive company growth and technical innovation.
  • Proficient in determining system requirements and resolving technical issues quickly.
  • Extremely logical, well-organized and result-oriented with excellent technical and communication skills. Able to lead and motivate teams.
  • Knowledgeably maintained and administered Cisco PIX Firewalls and Switches.
  • Implemented Kronos Terminal Programming and Administration.
  • Monitored server hardware and reported Issues to solutions vendors or consultants.
  • Knowledgeable with network protocols such as TCP/IP, DNS, NetBIOS and VPN connectivity.
  • Advanced knowledge of LAN, WAN, VLAN network administration, Group Policy, and Active Directory.
  • Expert in Cisco IP Cisco Unified Communications hardware configuration and Unity Voice Mail.
  • Effectively deployed and utilized migration software such as Ghost Enterprise and SCCM.
  • Provide support to end users in a fast-paced Windows Active Directory environment.
  • Beta tested software and actively participated in processes regarding operating systems and software.
  • Experience in managing troubleshooting ticket system and coordinating helpdesk request system and procedures.
  • Skilled at providing technical support and explaining technical terms/instructions in layman’s terms that non-technical customers can easily understand.


Networking: Cisco PIX Firewall Administration, Remote User Support, LAN & VPN/Remote Connectivity, TCP/IP, Firewalls, DHCP, DDNS, Sub netting, Port forwarding.

Operating Systems: Windows Server 2008, Mac os X/Snow Leopard/Lion, Windows XP/Vista/7/8, Windows Active Directory, SQL Server 2008, Microsoft Exchange, Microsoft IIS Server, Android, iOS, Linux.

Hardware: IBM PC Compatibles, Macintosh PC, Monitors, Laptops, Printers, Firewalls, Routers, Modems, Switches, Dell Servers and storage, Sonicwall appliances, APC Enterprise Products, Cisco Routers and Switches.

Software: Microsoft Office Suite, Adobe Creative Suite 5.5/6, Visual Studios, Eclipse, Visio 2010, Exchange Server 2007-2010.

Diagnostics: Backup Exec Administration, Malware removal, Viruses removal, Backup & Recovery.


Confidential, Chino Hills CA

Desktop Technician Level 2


  • First and Second level Technical support for headquarters corporate office.
  • Configure and deploy Mac OS x and Windows 7 Laptops and PC’s.
  • Bilingual technical support with international manufacturing plant (Mexico).
  • Provide assistance with Mac OS X Active Directory integration.
  • Advise and resolved any Apple Mac OS X technical connectivity issues.
  • Assist with Helpdesk Ticket Management and Ticket Assignment.
  • Collaborate with the Windows Team for Office 365 deployment, configuration, and troubleshooting.

Confidential, CA

IT Service Desktop Technician Level 2

  • Implemented 150 desktop migrations with Clonezilla through multiple stores within two weeks.
  • Installed new 30 Wi-Fi hot spots thought our Distribution Center part of a major hardware upgrade project.
  • Utilized remote software for immediate assistance traveled throughout various Southern California locations for hardware implementation and support.
  • Managed and implements RF gun confirmations for 150 new RF Motorola Symbol RF guns.
  • Effectively implemented new printer configurations for ticket printing and new report creating for new inventory warehouse system.
  • Integrated client systems with servers and centralized applications.
  • Documented incidents and projects in management systems.

Confidential, Rialto, CA

Senior Desktop Support Analyst

  • Expertly provide Level I & II technical support for the main west coast distribution facility.
  • Knowledgeably provide on-site analysis, identification, and resolution of difficult desktop problems for end users.
  • Effectively delegate helpdesk request tickets and follow up on a timely resolution for all work orders as needed.
  • Routinely organize, test, maintain, and troubleshoot end user workstations, hardware and software to ensure equipment remains fully operational.
  • Successfully manage numerous major computer project deployments within this facility that included selecting, coordinating and purchasing hardware.
  • Skillfully support AS/400 Warehouse Management System, AS/400 printer configurations, and I series ODBC configurations for custom report deployments.
  • Professionally train and mentor technical support staff in company policies, procedures and helpdesk guidelines.
  • Efficiently manage and plan major computer project deployments and collaborate with vendors for equipment.
  • Constantly diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.

Confidential, Pasadena, CA

Senior Desktop Support Technician

  • Collaborated with the Information Management Systems and Services (IMSS) team to provide daily support for computer help request and account related issues.
  • Cross-collaborated with internal IT departments to perform new computer installations and purchases.
  • Utilized remote software for immediate assistance and scheduled appointments as requested for computer support.
  • Utilized Altiris to manage and deploy software within the managed computer enterprise.
  • Effectively implemented Windows 7 configurations, deployments, and performed data transfers.

Confidential, Burbank, CA

Desktop Support Technician

  • Intelligently provided first level support for helpdesk request and documented procedures for helpdesk knowledge base.
  • Independently created computer system images for deployments and managed and collected various system PC images with Symantec Ghost Deployment software for future re-deployments.
  • Administered Blackberry server and blackberry request as needed.
  • Maintained and supported Apple OS 9 Legacy application for proprietary software for post-pro movie timing software.
  • Configured and deployed Windows 7 and legacy application testing.
  • Skillfully monitored and managed over 1200 computers running Windows XP and Windows 7.

Confidential, Pasadena, CA

Network Administrator

  • Configured and maintained Windows Servers 2003 and Window 7 Workstations for Confidential Corporate.
  • Knowledgeably provided technical assistance to WNC first staff and assisted with network access, printing, and application software operation.
  • Independently configured and supported Windows XP/7, Active Directory, W2K, Vista, and MS Office Suite.
  • Professionally provide IP phone support and maintenance that included adding new users and maintaining phone agents.
  • Configured Blackberry Smartphone’s, I-phones, Android, window based phones, and provided remote desktop support to telecommuting clients.
  • Expertly assisted with the administration of network servers and over 500 workstations that spanned 3 locations.
  • Constantly performed routine maintenance and user file backups.
  • Configured network servers and trained local administrators on standard network server procedures, including virus protection and other security measures.
  • Maintained and administered computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.
  • Diligently performed data backups and disaster recovery operations.

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