SUMMARY:

• Over 15 years as a Desktop Specialist / System Administrator in Windows, PC and Mac in the Fortune 500 and other companies including Apple Computers, IBM and CBRE specializing in Active directory, exchange and MDM.
• Decreasing costs by migrating MS Exchange/Office and implementing Gmail/Google Apps.

PROFESSIONAL EXPERIENCE

Usability Tester

Confidential, Sunnyvale, CA

Responsibilities:

• Testing Router and switches to make sure they working on the internet using Ethernet and wireless connections

Desktop Support

Confidential, Los Gatos, CA

Responsibilities:

• Troubleshooting PC/Mac Google Chromebook notebook hardware and software problems and work to resolve those problems, while working with manager to recommend solutions for more complex issues.
• Keep systematic records of hardware and software licenses.
• Assist users with hardware and software difficulties.
• Resolve reported problems, analyze application bugs, implement solutions of work - arounds and document problem resolutions.
• Perform network administration MAC’s (Moves, Additions and Changes), maintenance, and configuration for network account.
• Software management including maintaining and upgrading a variety of commercial and public domain software packages on multiple platforms (Windows 8, 7, XP, 2000, NT, and Mac OS X), hardware maintenance and troubleshooting.
• Assist manager with network wiring issues as needed.
• Assist and training individuals in all departments with software application and operating system questions. Respond quickly to user requests for assistance, available to assist during off hours.
• Supply technical insight into area that may require policy or procedure.
• Keep abreast of technology, looking for ways to improve efficiency.
• Test new hardware and software in a test-bed environment before it is deployed.
• Maintain the help desk database (Zendesk), enter data to ensure integrity of content.
• Perform periodic audits of user hardware and software to ensure proper tracking. Work with manager and the finance department to ensure fixed assets are properly tracked.
• Experience with AD/Exchange Administration
• Smartphone/Mobile Devices (iPhone, Android, Windows) (iPads, Google Chromebook)
• Google Mail, Exchange Mail configurations/troubleshooting
• Administer PBX NEC telephony system configuration/troubleshooting MAC’s (Moves, Additions and Changes)
• AV equipment setup/troubleshooting (AppleTV, WiDi)
• Remote computer support using Remote Desktop, TeamViewer, and LogMeIn

Field Technical Support

Confidential, CA

Responsibilities:

• Diagnose hardware and software problems and work to solve those problems, while working with manager to recommend solutions for more complex issues.
• Keep systematic records of hardware and software data.
• Assist users with hardware and software difficulties.
• Resolve reported problems, analyze application bugs, implement solutions of work-arounds and document problem resolutions.
• Perform network administration MAC’s (Moves, Additions and Changes), maintenance, and configuration for network account.
• Software management including maintaing and upgrading a variety of commercial and public domain software packages on multiple platforms (Windows 7, XP, 2000, NT, and Mac OS), hardware maintenance and troubleshooting.
• Assist manager with network wiring issues as needed.
• Assist and training individuals in all departments with software application and operating system questions. Respond quickly to user requests for assistance, available to assist during off hours.
• Supply technical insight into area that may require policy or procedure.
• Keep abreast of technology, looking for ways to improve efficiency. Test new hardware and software in a test-bed environment before it is deployed.
• Commvault tape backups
• Maintain the help desk database, enter data to ensure integrity of content.
• Perform periodic audits of user hardware and software to ensure proper tracking. Work with manager and the finance department to ensure fixed assets are properly tracked.
• Experience with AD/Exchange Administration, Google Apps and Google Admin Console
• Smartphone (iPhone, Android, Blackberry) Exchange Mail configurations/troubleshooting
• Administer VoIP phoneorIP phone/PBX telephony system configuration/troubleshooting (Cisco) MAC’s
• Know AV equipment setup/troubleshooting
• Purchasing on the PeopleSoft system
• Remote computer support using Bomgar, LogMeIn and Dameware

Desktop Support Specialist

Confidential

Responsibilities:

• Diagnose hardware and software problems and work to solve those problems, while working with manager to recommend solutions for more complex issues.
• Keep systematic records of hardware and software data.
• Assist users with hardware and software difficulties.
• Resolve reported problems, analyze application bugs, implement solutions of work-arounds and document problem resolutions.
• Perform network administration (MAC), maintenance, and configuration for network account.
• Software management including maintaing and upgrading a variety of commercial and public domain software packages on multiple platforms (Windows 7, XP, 2000, NT, and Mac OS), hardware maintenance and troubleshooting.
• Assist manager with network wiring issues as needed.
• Assist and training individuals in all departments with software application and operating system questions. Respond quickly to user requests for assistance, available to assist during off hours.
• Supply technical insight into area that may require policy or procedure.
• Keep abreast of technology, looking for ways to improve efficiency. Test new hardware and software in a test-bed environment before it is deployed.
• Maintain the help desk database, enter data to ensure integrity of content.
• Perform periodic audits of user hardware and software to ensure proper tracking. Work with manager and the finance department to ensure fixed assets are properly tracked.
• Experience with basic AD/Exchange Administration
• Smartphone (iPhone, Android, Blackberry) Exchange Mail configurations/troubleshooting
• Administer VoIP phoneorIP phone/PBX telephony system configuration/troubleshooting (Cisco) MAC’s
• Know AV equipment setup/troubleshooting
• Remote computer support using Dameware

Desktop Support / Technician

Confidential

Responsibilities:

• Set up, maintain and troubleshoot Mac OS and Windows desktop and notebook computers as well as PDA devices
• Install and configure software
• Set up and configure printers, scanners and other peripherals
• Document issue status and resolution using the help desk ticketing system
• Maintain excellent communications with the Director of Technology, other members of the technology department, and all client/end users
• Maintain and troubleshoot classroom audio visual equipment
• Work with outside vendors as needed
• Zealously maintain inventory and other databases Execute other assigned tasks
• Administrator of Windows NT/2000/XP Migrating 30 State Farm Agencies from Windows NT servers to Win2000 Advanced Servers as well as upgrading the workstations to Win XP.
• Troubleshoot multiple issues over the phone at client locations when necessary.
• Support nationwide dealer on the helpdesk, troubleshoot problems over the phone with Oracle and ARCO software problems and desktop support within the local office.
• Maintain a high level of customer service to the end clients.

Systems Administrator / Helpdesk Support

Confidential, Milpitas, CA

Responsibilities:

• Provide hands-on and phone support, troubleshooting multiple technical related problems while providing a high level of customer service.
• Administrator of Windows NT and Desktop support, Lotus Notes, Novell NetWare 4.x, Lotus cc: Mail, Lotus Organizer, RightFAX, HP-UX 10.x System, Octel Voice Mail OSF support and phone connections.
• Perform daily backups using Seagate Backup Exec server.
• Perform daily backups using VERITAS Netbackup Administration. Troubleshoot PC, printer, e-mail, and network problems.Make recommendations for computer hardware / software solutions based on specific customer requirements.
• Provide Meridian Voice Mail support and phone connections. Install computer hardware,
• Set up Exchange Servers 5.0, Software, Peripherals, Network wiring and customize cabling. YK2 Migration of Office2000 products. Install Exchange server 5.0 and Migrate from Lotus Notes to Outlook2000. Migration from Windows NT to Windows XP
• Provide solutions through analysis of business issues.
• Make recommendations for computer hardware / software solutions specific to customer requirements.
• Install computer hardware, software, and peripherals.
• Troubleshoot PC, Mac, printer, e-mail, and network problems.
• Provide solutions through analysis of business issues.
• Provide phone support and hands-on for a variety of software systems and environments.
• Make recommendations for computer hardware / software solutions for specific customer requirements. Install computer hardware, software, and peripherals.
• Provide solutions through analysis of business issues.
• Make recommendations for computer hardware / software solutions specific to customer requirements.
• Install computer hardware, software, and peripherals.
• Troubleshoot PC, Mac, printer, e-mail, and network problems.
• Provide solutions through analysis of business issues.
• Provide phone support and hands-on for a variety of software systems and environments.