SUMMARY:

• Senior IT Analyst and Helpdesk
• PC repairing
• Network Tech. Support
• Cable Installer
• Satellite Installer
• Strong interpersonal communication.
• Effective customer service.
• High mathematical and analytical skills.
• Networking: Small Business Server and computing solutions.
• MS Office, E - mail setup, Outlook, Internet Explorer, Netscape, MS Exchange, TCP/IP.
• Ability to absorb new systems and methodology.
• Satellite system installation Assists with the installation, testing, and repair of DBS and related equipment that receive communication satellite signals.
• Ability to absorb new systems and methodology.

PROFESSIONAL EXPERIENCE:

Customer Service Engineer

Confidential, Tukwila, WA

Responsibilities:

• ATM machine upgrade.
• Pre-stage ATM machines.
• ATM core upgrade.
• ATM safe lock swapping and fix.
• Starbucks POS upgrade and new stores installation.
• POS new installation and upgrade.
• Self-check out machines upgrade and new install.
• Provide service for all the Washington state locations.

IT Support

Confidential, Everett, WA

Responsibilities:

• Installing Windows 7 for the company machines and users migration.
• Installing Windows 7 on though books “Laptops” and some specific software on each though book.
• Troubleshot desktops and laptops.
• Managed hardware swapping and replacing machines.
• Performed network troubleshooting.
• Installed all Microsoft products for the company machines.
• Deployed the machines for hundreds of desktops and laptops.
• Added the users to (AD) Active Directory to be able to access the company network and also added users to some groups if needed.
• Responded to the employee emails and calls.
• Service requests were always generated by the manager and I responded to these service requests and followed up with the users.

Implementation Specialist - Tier3 IT Support

Confidential, Seattle, WA

Responsibilities:

• Supported the techs on site during their installation.
• Answered phone calls and support the techs during the installation.
• Drive thru installation support for the new drive thru system with 2 way cameras.
• Mobile order pay support.
• Used remedy system to update the installation status for every single call.
• Ensured all LAN and WAN cabling and all Point of Sale (POS) hardware and software were fully functional.
• Provided integration support for new installation hardware and cabling issues and ensured that second through fourth level technical problems were identified, tracked, resolved, and referred to the correct support groups as needed.
• Provided technical support for Point of Sale (POS) workstations, software and network systems internationally.
• Utilized remote distribution software to push packages to workstations to complete software installations while supporting pre/post application releases.
• Used SIP and remedy systems to update the tickets.
• Supported technicians during their installation for drive thru equipment and troubleshooting the issues.
• Supported outside display troubleshooting for drive thru.
• Supported expediter for drive thru.
• Supported Network player music player for all Starbucks stores to make sure each store has music play and if not troubleshooting the new media box to work and connected to Starbucks network.

Pizza Driver Delivery

Confidential, Marysville, WA

Responsibilities:

• Delivering pizza to the customers.
• Answer the phone to get the customers’ orders.
• Preparing pizza and put them in the fridge.
• Clean dishes.

Pizza Driver Delivery

Confidential, Marysville, WA

Responsibilities:

• Delivered pizza to the customers.
• Answered the phone to get the customers’ orders.
• Prepared pizza and put them in the fridge.
• Cleaned dishes.

Senior IT Helpdesk Support

Confidential, Bellevue, WA

Responsibilities:

• Installed Windows 7 for the company machines and users migration.
• Installed Windows 7 on though books and some specific software on each though book.
• Troubleshot desktops and laptops.
• Managed hardware swapping and replacing old machines with new machines.
• Performed network troubleshooting.
• Installed all Microsoft products for the company machines.
• Deployed the machines for hundreds of desktops and laptops.
• Added the users to (AD) Active Directory to be able to access the company network and also added users to some groups if needed.
• Responded to the employee emails and calls.
• Service requests were always generated by the manager and I responded to these service requests and followed up with the users.

Samsung Experience Consultant

Confidential, Mt. Vernon, WA

Responsibilities:

• Sold Samsung Products at Confidential .
• Helped the customers by providing information about Samsung Mobile phone products, for Samsung Galaxy family phones and Galaxy family tablets.
• Showed the customers the advantages of each product and helped them to get the right decision in choosing a product.
• Provided excellent customer service skills to make customers be satisfied and happy.
• Troubleshot Samsung phones and tablets for any customers who had any issues.
• Sold Samsung laptops and helped the customer for that.
• Helped the customer to create the first time Samsung account and in connecting to the network.

IT Helpdesk Support

Confidential, Mt. Vernon, WA

Responsibilities:

• Installed Windows 7 for the company machines.
• Troubleshot desktops and laptops.
• Performed network troubleshooting.
• Installed all Microsoft products for the company employees.
• Deployed the machines for hundreds of desktops and laptops.
• Performed computer configuration to be connected with the company network.
• Added the users to (AD) Active Directory to be able to access the company network.
• Used Microsoft System Center Configuration Manager 2007 (MSCCM 2007).
• Responded to the employee emails and calls.
• Service requests were always generated by the manager and I responded to the service requests and followed up with the users.

Technical Support Engineer Tier II

Confidential, Redmond, WA

Responsibilities:

• Call center for Microsoft online business productivity.
• Supported the customer for Microsoft online business productivity.
• Helped the customer for share point, live meeting, office communicator, sign in application, and configuration of the service.
• Helped the customer in educating them over the phone or through the email.
• Provided excellent customer service skills.
• Fixed and gave the customer the right solution for the issues.
• Performed network troubleshooting.
• Technical Support Engineer to reset the administrator’s password and educate the customer how to add and delete the users and configure outlook with BPOS.
• Used Windows Server 2003, Exchange 2003, 2007, 2010, Active Directory, Microsoft XP, and Windows 7.
• Supported Microsoft BPOS and Office 365 customers with technical issues including Exchange Online and Office Communicator Online.
• Delivered timely and high quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer.
• Utilized Microsoft tools including Exchange Management Console, Exchange Management Shell, Knowledge Base, Active Directory, Internet, and Intranet Resources to assist customers in resolving technical issues.
• Collaborated with team members to find technical solutions to a wide array of technical solutions.
• Offered technical consultation and coaching to Tier 1 Engineers via Ticketing System.
• Used and exposed to DHCP, VPN, TCP/IP, Firewalls, PowerShell, and MS Office 2007 and 2010 .
• Documented all service request information in RightNow and CAP Ticketing Systems.

Data Communication Cable Installer

Confidential, Bellevue, WA

Responsibilities:

• Cable installer for internet, video, and telephone for Confidential .
• Installed cables - CAT 5 and CAT6, RJ45 cables, RJ11 cables and coaxial cables.
• Ran cables in QFC stores and changed all the store cables Phone, Data and TV.
• Tested the cables and checked the signals.
• Installed the wall sockets for all the kinds of sockets.
• Good skills for using handle tools.

PC and Network Technician and Installer

Confidential, Redmond, WA

Responsibilities:

• Disabled the cables and removed all the computers servers systems.
• Reinstalled all the computers servers systems and cabling.
• Checked for systems configurations.
• Racked and de-racked the computers machines.
• Moved the Microsoft Office Suites and computers stuff.
• Installed and reinstalled the computers stuff for Microsoft Offices and other software.

Cable Installer

Confidential, Bothell, WA

Responsibilities:

• Cable installer for internet, video, and telephone for Confidential .
• Installed cables - CAT 5 and CAT6, RJ45 cables, RJ11 cables and coaxial cables.
• Checked for the signal for all the cables.
• Provided customer service and technical support.
• Taught the customers on how to use the services and system upgrades.
• Good skills for using handle tools.