Profile
An enthusiastic, responsible servant leader who looks to the needs of the client and help’s them to resolve their issues.I am looking to continue my career providingdesktop support,with the philosophy of completing any task with complete satisfaction.

Skills

• Experienced in MS Office Applications (Word, Outlook, Excel, PowerPoint), Active Directory, and Remedy case management system
• Experience supporting Windows XP – Windows 7
• Very good conducting research to solve issues.
• Dedicated to ensuring a high level of customer service at all times
• Exceptional interpersonal skills with an aptitude for establishing rapport
• Able to multitask while remaining professional and courteous in fast-paced dynamic environments
• Exceptional communication skills
• Demonstrated success in training and developing teams as well as implementing new procedures and programs
• Great desire to learn as much as I can in any endeavor.

Professional Experience

• Provided support to users in the UH Main Computer Lab.
• Answered telephones and provides support to University students and/or individuals outside the University; verifies information.
• Assisted visitors and/or students in person and by telephone, and informs them of offices or departments on campus that can assist them.
• Accepted and processed requests for official university information or documents; provides instructions on how to obtain university information or documents.
• Investigated complaints from customers and participates in negotiating solutions.
• Connected student laptops to campus wireless network.
• Experienced with Windows XP through Windows 7.
• Created/Added User accounts using Active Directory.
• Assisted end users in resolving technical issues, takes initial service calls, resolves & tracks daily issues.
• Provided support in the installation/configuration/connection of VPN software for 32&64 bit Windows systems.
• Visited client desks to provide hands-on support.
• Analyzed and resolved the more complex computer programs or problems that cannot be resolved by less experienced user services specialists.
• Provided informal hands-on training to users on the use of computers.
• Developed and maintains current technical documentation and on-line helpfiles in Support Services.
• Developed and may present short courses designed to introduce users to hardware and software supported by Support Services.
• Participated in the development of software for Support Services on an as-needed basis.
• Conducted projects to install or evaluate software or procedures in its use.
• Provided support for printers and printer queues on the UH network.
• Provided training to faculty, staff and/or students in a formal classroom environment.

• Served as lead support for all distributed support staff.
• Led a team that was responsible for updating the wireless website.
• Coordinated training for Meru wireless access point for all support staff.
• Edited graphics to create step by step instructions in support of various smart devices(iPhone, Blackberry).
• Wrote service level agreements.
• Analyzed, configured and troubleshot breakdowns in web page functionality.

• Visited client desks to provide hands-on support.
• Maintained/Re-imaged/Upgraded kiosk computer systems in support of Welcome Center needs.
• Reset digital signs in the event of power outages.
• Resolved programming and communications problems.
• Administered the cueing system for the Welcome Center, including maintenance and upgrading of the computer system, projectors and view screens.
• Provided support for digital projectors.
• Updated content information to digital signs for all departments.

• Oversaw initial installation of the server for the digital signage network.
• Set system wide webserver preferences/permissions
• Created/Added User accounts
• Added media players, content to servers, created playlists, scheduled content views.
• Provided technical expertise in all the management functions available to users of the system.
• Was the Subject matter expert for the research/implementation of a system wide digital signage system.
• As a member of the signage project team, organized the assemblage of focus groups to determine the basic needs\\wants in a digital signage system.
• Communicated with and coordinated software demonstrations with 5 of the leading digital signage companies.
• Worked with media group to record demos and distribute link in order for them to be viewed by any interested parties.
• Created and edited graphics; digitizes images using scanning and digital camera equipment.

WebCT\\Blackboard Support Specialist October 2000 – June 2006

• Directed Support Center staff in the resolution of WebCT\\Blackboard desktop related problems in 40,000+-user environment.
• Supported a university level course management system that consistently rose from 3500 students, to over 27,000 and from 100 courses to over 1000 in six years.
• InSpring 2010, only 600 courses and 4000 students had been added.
• Conducted one-on-one and group training for employees and students in a formal classroom environment.
• Developed WebCT\\Blackboard question and answer pairs for the Ask Shasta FAQ system.
• Developed reference manual and procedures for WebCT\\Blackboard in the Remedy User management system.
• Collaborated with faculty to develop video standards.
• Member of theWebCT\\Blackboard Vista implementation team.
• Designed and developed WebCT\\Blackboard online support form.
• Lead the WebCT\\Blackboard booth for Distance Ed. Orientation.
• Created a systematic method that improved WebCT\\Blackboard report processing time.
• Earned a reputation for quickly responding to trouble tickets, prioritizing user requests, and resolving complex issues.

Video Producer, University Media Services Sept 1995 – Oct 2000

• Directed the technical production of instructional television (ITV) broadcasts.
• Directed audio and video production; edited, mixed sound; duplicated material produced; set up lighting; and, maintained audio/video equipment in good working order.
• Consulted with faculty and administrative staff on the design of audio and video resources.
• Trained ITV staff on the operation of various television and audio production equipment.
• Assisted in the design of audio and video production facilities, including recommending equipment types and models.
• Designed and presented technical workshops for faculty and staff on audio and video production and equipment utilization.
• Provided narration services to productions.

Education and Certifications
Confidential UNIVERSITY 
Bachelor of Fine Arts in Radio\\Television\\Film

CompTia A+ Essentials

CompTia A+ Practical Application

CompTia Network+