OBJECTIVE
To obtain an IT position which would suit and utilize my extensive hands on experiences in IT field and good problem solving, troubleshooting, installing and configuring network systems.

Qualifications:
Nine years of experience as PC Support and help desk environment.
Effective network troubleshoot and problem solving skills with software/ hardware devices.
Network security and firewall configuration experience.
Strong interpersonal communication skills and user support experience.

Experience

Network Technician, May 2012 - August 2012
Confidential, Los Angeles, CA

• Installed and configured RDP, Network, RD Gateway on WYSE SUSE Linux Z Class Thin Clients
• Troubleshoot networks using IPCONFIG,TCP/IP,DNS,DHCP, NSLOOKUP, TELNET
• Installed MS Office 2003/2007/2010 and configured Outlook mail server ports for POP3, IMAP4, SMTP
• Used SUGAR ticketing system to create and record 7 resolved tickets and verify client account, checked notes, knowledge base review
• Monitored the network using Level Platform System and provided the network activity status report, reviewed device count, device down and active alerts.
• Re-imaged laptop and desktop using F10, F11, recovery disk to factory settings
• Maintained disaster recovery solution using Veritas, Gost and Backup Exec
• Re-stored systems using %system root\\system32\\restore\\rstrui.exe from CMD
• Installed and configured different operating systems such as Windows 7, Vista, Window XP Home and Pro, Windows 2003/2008 Server, Windows 98/95 and Mac 10x
• Created user profile and set administrative rights for the user on a new workstation and joined the domain, installed Allworx Call Assistant for VOIP 9212 phone system, downloaded Spark and created IM user account
• Installed and configured dot matrix network printers and Fujitsu scanners
• Installed all applications based on departmental objectives
• Installed and configured Sonic Point-N Dual Radio to secure the network

Live System Expert, August 2010 - March 2012
Confidential, Los Angeles, CA

• Engaged with customers via remote PC support for diagnosing, troubleshooting, documenting and resolved all manner of system performance issues related to malware, viruses, software, hardware, and networking.
• Used the CRM system to meet 12-15 resolved tickets and total of 10 in/out bound calls, verify account information, view transaction details, monitor customer relationships, and update statuses,
• Researched alternative solutions to the customer\'s computer problems use remedial tools in addition to the Cyber Defender line of products/software.
• Managed incoming technical requests from customers using internal ticketing system.
• Followed established workflow procedures and policies to meet daily minimum case and call handling requirements.
• Prioritize and process caseload based on value, relevance, urgency, customer availability and workflow guidelines.
• Listened to and effectively communicate with customers in a patient, supportive and reassuring manner.
• Communicated with team members effectively to facilitate speedy resolution, prevent session disconnections, and eliminate duplicate tickets and customer call backs.
• Kept customer technical request turnaround times below 24 hours.
• Generated revenue by up-selling CYDE products/services.

Lead Tech, Jan 2010 - June 2010
Confidential, Woodland Hills, CA

• Ran and managed a migration project for 1700 units from Windows 2000 to XP professional, and supporting end users.
• Supervised and directed a technical support team, network management, or data base management by assigning work and priorities.
• Arranged formal training for employees, evaluated performance, determined and enforced standards.
• Directed and conducted evaluation of hardware and software components which impact the delivery of services to the entire users.
• Leaded subordinate to provide helpdesk support and technical services on office computers & printers, networking and communication hardware and software.
• Installed, configured and troubleshoot e-mail, software, hardware, networking and all other computer related issues.
• Configured and troubleshoot networks using TCP/IP/Wins/DNS/DHCP.
• Port Configuration for POP3, IMAP4, SMTP, SSL, FTP, IPCONFIG, TELNET,NSLOOKUP.

Account Manager May 2009 - Dec 2009
Confidential, Encino, CA

• Identified and developed prospective client relationships.
• Conducted "Needs Analysis" with clients and prospective clients.
• Updated and Maintained Client Tracking System.
• Reported to the Account Director, providing regular input on all account activity, including status and call reports on a weekly basis.
• Helped management team initiate and implement business development strategies which resulted in a 10% increase in revenue.

Tech Support, Jan 2004 - Feb 2009
Confidential, Burbank, CA

• Customer service and created SRO and running POS.
• Assembled computers and troubleshoot desktops and laptops.
• Installed and configure different operating systems.
• System Restore on all brand laptop and desktops, virus removal and data recovery.
• Ticketing system and troubleshooting devices for all departments inside of the store.
• Installed and configured modem, router, switch, hub, print servers (all brands).
• Diagnosed and repair any PC or tech issue, Internet speed, display settings, start-up programs, virtual memory, system and software crashes.
• Software updates, operating system and software configurations, email setup.
• Home network & device setup, Internet connectivity, wireless network setup, printer sharing, network configurations, and file sharing between computers.
• Peripheral setup and device synchronization, printers & scanners, digital cameras, external hard drives, smart phones, and audio players.

TECHNICAL SKILLS
Microsoft Active Directory, 2003, Wins7, Vista, XP, 2000, 03, 98, 95, 3.1
Mac Os 10x, Net Meeting, LMI, TV, Kaseya Tool, Proxy, Norton Ghost Exec
10BaseT 10base Cat 5/6, Security Camera
TCP/IP, WINS, DNS, DHCP, POP3, IMAP4, SMTP, SSL, FTP, TELNET, PPP

TRAINING AND CERTIFICATIONS

• Dell Certified System Expert (DCSE 2010)
• Comp TIA A+ Certified
• Microsoft Certified Systems Engineer (MCSE Win 2003)
• Microsoft Certified System Admin (MCSA Win 2003)
• New Technology Training Institute, Glendale Ca, 2002-2003
• North American Computer Consultant, Glendale Ca, 1997-2002

Awards and Recognition

• Winning award for three consecutive months holding highest record of resolved cases.
• Team Knowledge Achievement Award 2008. Fry\'s Electronics, Burbank.
• Elevated standards of service quality by establishing planned activities, maintained a high level of customer satisfaction, considered the "go-to" person among peers for solving problems and receiving training.
• Achieve a contract persistency rating of 99%.