OBJECTIVE:

• Seeking immediate position in the following areas:
• Desktop Support Technician
• Desktop Analyst
• Help Desk Agent
• Managed Services Support Analyst

TECHNICAL SKILLS:

Technology and Tools: Windows NT, 2000, 3.1, 95, ME, 98, 98SE MS Office Suite (97 - 07) Confidential Hardware Peripherals Windows Update Service Domain Name System (DNS) Debug Dynamic Host Configuration Protocol (DHCP) Lotus Notes 6-7 IBM Sametime 6.5-7.0 Sharepoint Oracle 8 ODBC Drivers Novell NetWare Active Directory Support MS Outlook and Exchange MS Access Visio Windows Server Update Services (WSUS) Citrix Metaframe TCP/IP Suite Dial-up Networking Virtual Private Networking (VPN) Remote Computer Management Tool Remote Desktop and VNC Local and domain-based Account support Data Migration Ghost 6 and 7 Netscape IE 4-6 SAP Siebel Printer queue support and configuration LAN Printer configuration TCP/IP Ports HP JetDirect and JetAdmin Acrobat Writer (6 and 7, Standard and Pro) Roxio PowerDVD Wireless LAN (WLAN) WAP WEP McAfee and Symantec Antivirus Adaware Spybot Search & Destroy Media Player 9-10 NetMeeting Compaq, IBM and Dell hardware Command prompt Network adapter configuration Operating system updates Security patching Data backups and restore eWaste equipment disposal Clarify CMS ticketing system Subject Matter Expert (SME)

PROFESSIONAL EXPERIENCE:

Rear Commodore

Confidential

Responsibilities:

• Manage club’s marketing, advertising, setup a/v equipment, negotiate contracts, approve new members, resolve grievances, manage social media.

Repair Technicia

Confidential

Responsibilities:

• Perform property repairs to residences and businesses. Including electrical, plumbing, millwork, sheetrock, painting, appliance repair and installation.

Licensed Real Estate Agent Realtor

Confidential

Responsibilities:

• Help clients find, buy, sell and lease homes. Manage all aspects of transactions, including home inspections, appraisals, investment properties and home loan mortgages. Evaluate the pricing of houses and built relationships with clients and other agents. Advise and educate clients about local market conditions
• Evaluate homes and develop competitive market analysis. Help clients find their ideal home while managing vendors. Write and negotiate legal contracts and obtain signatures. Prepare confidential documents and file disclosures. Attend open houses, signings and closings. Comply with regulations of Arizona Department of Real Estate and the National Association of Realtors Code of Ethics.

Residential Property Manager

Confidential

Responsibilities:

• Write and publish advertising. Interview prospective tenants, screen applicants and oversee background checks. Collect deposits and rent, write receipts, and manage escrow accounts through accounting and filing system. Negotiate and write lease agreements, execute (sign) legal leases, conduct interviews, collect rent, evaluate leases, resolve conflicts, perform inspections of premises, post notices, and manage evictions. Supervise assistant, oversee general repairs and budget for property maintenance.

Queue Manager of Nationwide Managed Services Program

Confidential

Responsibilities:

• Support nationwide program for managed services contract. Dispatch, reassign and escalate trouble tickets from 50 help desk agents in Dallas to 25 nationwide teams with 44 onsite technicians for 16,000 users. Perform load-balancing and correct misroutes for other service providers. Maintain the program's support guidelines and objectives through direct communication with managers, analysts, technical leads, remote technicians, Service Desk management, and deskside agents. Coordinate contingency staff and warranty group in India. Directly support technicians with time-sensitive case management administration, backfill contingencies, workarounds, and escalation assistance. Resolve Level 2 customer satisfaction escalations. Perform process management between multiple ticketing and tracking systems. Write reports and coordinate special projects for program management’s key objectives and initiatives.
• Change agent to recognize opportunities and risks in the program. Optimize program productivity for higher customer satisfaction, cost reductions, increased efficiency, and improved service level agreement (SLA) performance. Subject matter expert (SME) of Clarify ticketing system. Helped successful migration for 2,500 workstations from Lotus Notes to Exchange/Outlook and Outlook Web Access (OWA).

Call Coordinator of Large Corporate Enterprise

Confidential

Responsibilities:

• Support District Manager, Team Lead and seven onsite technicians for 1500 campus workers with efficient case management. Resolve Level 2 workstation escalations and dispatch to Level 3 support administrators. Reroute, assign, and escalate cases to campus technicians, Level 3 administrators, and other groups in the ticketing system. Interview candidates, assist with onboarding/offboarding and train newhires. Resolve customer satisfaction issues, manage the customer-facing side of the workorder process, receive all freight, and manage secure PC inventory. Report to District Manager and Team Lead.
• Increased local site’s SLA performance four quarters in a row. Created call-tracking dashboard and five customized weekly reports to analyze activity at the site as an aid to process improvement. My team’s high performance on the original site contract in Bothell was a leading factor that CompuCom modeled to win a nationwide, managed services contract with the client. Promoted to Queue Manager.

Level 2 IMAC Lead Technician and PC Deskside Analyst

Confidential

Responsibilities:

• Led team of 2 technicians for Installs, Moves, Adds, and Changes (IMAC). Image desktop/laptops with Ghost 7 and SCCM scripting, install/configure hardware/software, add/remove Windows NT/2000 machines to Active Directory on LAN/WAN, configure software on laptops and desktops for campus and remote workers, backup data, migrate profiles and set up new workstations in cubicles. Configure shared workstations with multiple profiles. Install and configure RSA Key Security and wireless LAN (WLAN) on laptops. Restore data from Data Center backups. Image, configure and ship laptops to field workers and other sites. Assist Level 3 campus networking technicians and administrators with network troubleshooting and printer networking. Train new technicians.
• Also provide onsite break-fix deskside Level 2 hardware/software resolutions for 1800 campus workers. Support the Team Lead, executives, administrators related IT groups in network infrastructure, topology, NT/2000 administration, and the data center. Develop process documentation and train new technicians. Level 2 Lotus Notes workstation support. Assist network administrator with domain migration from Novell NetWare to Windows 2000.
• Highest performing team member led to promotion as the team's Level 3 Call Coordinator.

Level 1 Helpdesk Analyst

Confidential

Responsibilities:

• Onsite help desk and remote support for 1500 local and 2000 remote end users. Configure and troubleshoot Windows NT workstations, software, remote access and email via telephone or remote desktop via VNC for local campus and remote workers. Dispatch to Level 2 campus technicians. Overnight shipping of laptops in corporate support environment.
• Mastery of client's software and hardware led to promotion into IMAC Technician and PC Analyst role.

Level 1 Windows Help Desk Analyst

Confidential, Keane

Responsibilities:

• Support of all operating system issues for Confidential US customers.
• Production resolution of trouble tickets in high-volume nationwide help desk. Setup, upgrade and troubleshooting of entire operating system architecture.