SUMMARY

• Highly dependable, determined, and dynamic IT professional seeking to use my acquired skills in a challenging position encompassing Microsoft and help desk support, computer operations and support, installations, troubleshooting, and maintenance.
• Proficient in computer hardware, software, and other peripherals.
• Highly dependable in delivering TEMPeffective issue resolution and user technical support utilizing various system software and tools, wif strong ability to assimilate job requirements, and successfully implement and complete projects.
• Detail - oriented individual who exemplifies professionalism, and an ability to manage multiple projects and tasks at any given moment.
• Enthusiastic individual recognized ability to establish and maintain TEMPeffective working relationships across cross-functional teams and diverse individuals at any levels and build strategic relationships wif clients.

CORE COMPETENICS

• Technical Support
• Information Technology
• Customer Service
• Help desk Support
• Hardware software Installation
• Troubleshooting
• PC Imaging
• Microsoft Support

PROFESSIONAL EXPERIENCE

Confidential, Rocklin, CA

Technical Consultant

Responsibilities:

• Imagined hard Drives for computer.
• Decrypted Hard Drives
• Used Power Shell application
• Installed Hard Drives
• Updated Windows to latest version
• Setup computer work stations

Environment: Microsoft Windows 10, Office 365

Confidential, El Dorado Hills, CA

IT Technician

Responsibilities:

• Imagined over 500 computers.
• Unboxed new computers and boxed computers up again after imagining

Environment: Microsoft Windows 10, Office 365

Confidential, Folsom, CA

Help Desk Support Specialist

Responsibilities:

• Documenting teh behavior of our software as described by our customers.
• Testing our software to determine whether it is working as designed.
• Providing remote support and instructional documentation to our clients so they can better navigate through our workflow.
• Creating video tutorials that help those who learn better from visual instruction.

Environment: Microsoft Windows 7 & 10, G Suite, Revit, Sysque. Zendesk, Salesforce

Confidential, Rancho Cordova, CA

Computer Client Support

Responsibilities:

• Provide technical support for all Confidential & Confidential employees.
• Provide support for computers, servers, network, network printers, scanners, mobile devices.
• Assigned tickets to T-com and CCFS if we were unable to fix issue.
• Supported Citrix, Microsoft Office Suite, Sap, VPN, VDI, Oracle, Lync 2003, IE, Chrome, Firefox
• Provide support over phone using Cisco Finesse ip phone and wif remote Netop software.
• Supported Opower, Experian, FFE-CCBS, Talent Connect, Genref, Ventyx 9.3.1.
• Remedy- SMC for client logging of tickets.

Environment: PC computers, Apple Computers, iPhone, iPads, android, windows 7, mac os, getacs, jet packs and more

Confidential, Rancho Cordova, CA

Software Support Technician

Responsibilities:

• Provide support for Officemate/Examwriter Software for 7,000 Optometrists across teh United States
• Utilized Salesforce for ticketing and noledgebase
• Provided support via WebEx and RDP troubleshoot wan/lan network connectivity issues
• Provided support for SQL server and database

Environment: Microsoft Windows 7, Microsoft Office Suite.

Confidential, Rancho Cordova, CA

Customer Specialist

Responsibilities:

• Tier 1 trouble shooting mobile devices
• Equipment troubleshooting
• Handle customer escalations
• Manage customer account
• Handle billing concerns
• Setup new accounts
• Sold accessories for mobile devices
• Educate customer on teh use of mobile device.

Environment: Microsoft Windows 7, mobile devices, tablets, mobile hotspots, jet packs, USB modems, routers.

Confidential, Elk Grove, CA

Lead/Senior Advisor - Tier 2

Responsibilities:

• Created help desk ticket system to assist ease support.
• Provided remote support to resolve customer’s issue.
• Provided technical support for software and hardware issues and peripherals.
• Worked together wif engineers to resolve some hardware and software issues.
• Provided sales of all apple products, services, and 3rd party accessories.
• Provided support for wireless devices, routers, printers, and scanner.
• Provided follow up to customer and tracked issues.
• Provided remote support for customers.

Environment: Apple Computers, PC computers, routers, wireless devices, tablets, laptops, iPod, iPhone, apple servers.

Confidential, Stockton, CA

Information Systems Analyst me

Responsibilities:

• Provided technical support for county employees.
• Provided support at different departments around teh county by driving to location and resolving issue after receiving call.
• Supported Microsoft 95/98/NT/2000 operating systems, NT 4.0 and Novell servers, Outlook 2000, Office 2000.
• Supported Lan and Wan network for county applications, Microsoft applications, printers, scanners, setup of PC’s on network.
• Created users and groups wif permissions.
• Installed applications, hard drives, backup drives, network cards, setup PC’s to network, router and switch, palm pilot and disk imaging.
• Logged tickets wif track it software.
• Provided network configurations, TCP/IP and modem configurations, telnet, ping, and trace.

Environment: PC computers, Apple Computers, routers, printers, Microsoft 95/98/NT/2000, Vista, XP, Windows 7 operating systems, NT 4.0 & Novell servers, Outlook, Microsoft Office 2010.