SUMMARY

Technical professional with 20+ years of IT experience as a support specialist with an emphasis on troubleshooting, diagnostics, and resolving complex technical issues. In - depth knowledge of Software, Hardware, networking, Windows, and Mac OSX. Excellent communication and interpersonal skills. Strong troubleshooting skills. Strong ability to analyze, isolate and document issue for knowledge base and 2nd/3rd tier support. Aptitude to learn new technologies.

TECHNICAL SKILLS

•  MacBook pro, MacBook air
•  IOS Maverick, Mountain lion, lion
•  Apple and Android handheld devices
• Knowledge of VMware, Parallels, and Virtual box Knowledge of Windows Active Directory Knowledge of TCP/IP, DNS, WINS, DHCP Knowledge of Cisco routers and switches Knowledge of Cisco VOIP system Knowledge of Nortel IP phone system
• Dell Latitude, IBM ThinkPad, Toshiba Satellite, HP Elitebook laptop
• HP, IBM, Xerox, Dell, Canon printers and functionality
•  Knowledge of Windows server 2008
• Microsoft Win95, 98, NT, 2000, XP pro, Vista, Win7 Office 2010, 2013, Office for Mac 2011 Pac2000, Remedy, Peregrine, HP Service center, Footprint ticketing software Cisco Gotoassist, Remote desktop connection Cisco WebEx, Skype and Google Hangout video conferencing

EXPERIENCE

Network admin

• Office administrator providing access to real estate and legal forms, office supplies and purchase requests, including installation and administration of office equipment such as computers, printers, copier, and fax machine
• Introduced to a "real life" networking environment and assisting with the installation of a Lantastik peer-to-peer network
• Supporting users in "how to" in WordPerfect, MS Word, MS Excel and password resets 

Confidential,

I.T. Administrator

•  Assist network and system team with network and server installation and rollouts
• Troubleshoot network and connectivity issues to Corporate\Guest Wi-Fi Support Video Conferencing on Tandberg system Primary contact for building security access badge assignment 

Consultant

• Troubleshoot all end user devices issues including desktop, laptop, IPhone, Ipad, and Android
• Troubleshoot network equipment issues (router, switch, server, telecom) Support Cloud computing and backup storage Setup and configure Virtual Machines with Win7 OS (Parallels, VMware) Coordinate with R&D on solutions to implement Mobile device management (MDM) with new clients Responsible for detailed documentation of end user walkthroughs and instructions on new procedures Responsible for imaging new equipment and adding devices to the network (laptops, desktops, and printers)

System Support Specialist II

• Infrastructure support on network equipment including Cisco Routers, Branch repeaters, and secured wireless fidelity. Support for clinical staff at 7 Wellness centers on Google Campus Hardware support for Mac air, Mac pro, iMac, Thunderbolt, iPhones Asset management for Mac Air, Thunderbolt monitors, and printers
•  Support of Wyse embedded Win system for ECG device
• Support for EMR software NextGen Support for Citrix Receiver connectivity Remote connectivity software Teamviewer 7 and Gotoassist, and GotoMeeting Setup temperature recorder for vaccine storage in allergy clinic Support for Wyse embedded Win7 systems for portable ECG machines Support for Android products, Galaxy, Nexus pads Support for Google services Gmail, Chrome, Docs, Drive, and hangout

 Field Support Technician

•  Utilized ITSM HP ticketing system to resolve assigned tickets Update Knowledge base upon researching new solutions
• Provided technical support to the hospital and clinics staff in the Stanford area
• Equipment Support for HP desktops, Elitebook, HP and Ricoh printers, Zebra Label printers, scanners, Support Apple iPads iPhones, and androids
•  Software support for Office2010, Citrix, Epic, Centricity, Lawson, WebEx, webmail access
•  Remote support using Dame ware and remote desktop connection
• VPN and wireless support for Stanford Hospital and Clinics private network
•  Support for patching of TSO jacks and cisco backend support for Cisco router
•  Service requests for Cisco and Avaya VOIP setup and configuration
•  Performed office moves that consist of moving and setting up desktop, laptops, printers, Ricoh all in ones. Patching TSO for LAN connectivity. Printer moves and reconfiguration on printer cluster. Ensuring VOIP phones are live
•  Imaged, configured, and deployed new HP 8200 All in one desktop, Elite book 8460 laptop and entered receiving device into catch point webpage for asset management control
•  Troubleshoot computer on wheels (COW) in Hospital and clinics. Test and troubleshoot integrity box, handheld scanner, Battery power, and LCD, keyboard, mouse connection

 Support Engineer

•  Primary technical support for North American region, USA
•  Assisted customers (600 users) with LAN, WLAN and VPN (ARA) remote access
•  Certified in HP service manager
•  Performed troubleshooting for hardware, software, and connectivity issues
•  Performed procedures for escalation to other technical support groups
•  Assisted with Avaya phone system and navigation for new hires
•  Hardware support for Lenovo ThinkPad T500, T400, X200 Laptops
•  Imaging of new or repaired laptops using Ghost 10
•  Support for Microsoft Office 2007 suite
•  Configuration of MS Outlook 2007 to MS exchange server location in Westminster, CO
•  Local network printing support

Chief Technician

•  Provide customers with remote and telephone support when users are out of the support area
•  Freelance technician specialize in building customized, high performance PC's and design virtual wireless networks for home and small businesses while providing service and support 
•  Provide basic intermediate and advanced computer training on Win XP, Vista and Word2003
•  Perform system diagnostic, repair, optimization, networking, hardware/software installation, virus\malware removal, and E-waste recycling• Provide support for Blackberry's, Palm's, and smart phone devices 

Desktop Deployment Technician

•  Installation of engineering and office software
•  Installation and configuration of video hardware for dual display
•  Installation of hard drives and configuration of RAID storage
•  Providing data and settings transfer using USMT, a proprietary application
•  Coordinated with the TMP engineering group by provided testing of applications, and hardware for a 64bit platform
•  Assisted with 64bit updates for software while troubleshooting compatibility and profiles issues
•  Reviewing trouble tickets assigned to the desktop deployment group and resolve issues within the allowed SLA  

PC Technician

• Joined technical team to decommission desktops, laptops, servers and office equipment at the Corporate HQ of recently defunct "The Lending Tree"
•  Gained recognition as hard working and reliable and assigned to important tasks
•  Completion of project two weeks ahead of schedule saving on expenses
•  Asset management control, asset tag each device and palletize for redeployment or liquidation 

 Field Support Technician

•  Primary support technician for both the Avamar data center and EMC sales office supporting executives V.P.'s, engineers, developers and programmers on Dell Latitude and Toshiba Satellite laptops
•  Review ticket queue on Peregrine, determine severity and prioritized accordingly, utilize resources to provide solution while staying within our SLA
•  Managed and prioritized technical issues and requests from trouble ticket queue, email, and telephone calls messages
•  Troubleshoot technical and connectivity issues remotely and provided support over the phone
•  Perform NOC and SOC daily maintenance check on local servers. Designed Avamar's data room inventory, device setting and graphic mapping on Visio and Excel 2003
•  Document official procedure and disaster recovery escalation guidelines for Avamar Data center
•  Assist LAB technician with kick start installation and configuration of Linux OS on Dell Power Edge server 

LAN Analyst II/Desktop support technician

•  Primary LAN administrator and technical support for 500+ local and remote users that included Executive V.P.'s, Senior V.P.'s and regional managers on a win 2000 and XP platforms for the Treasury Management Client Services division
•  Primary phone support for over 250 remote users. Providing technical solutions as well as LAN access and password resets
• Support proprietary and Microsoft office software. Demonstrated simple maintenance on login procedures and email as well as provide documentation to entire user group
• Support users nationwide with VPN and remote user access. Backup tech support for the San Francisco and Minneapolis TMCS locations
•  Primary Administrator for Right Fax 8.7 servers located in Los Angeles, San Francisco, and Minneapolis on an MS 2003 server, and for disk encryption software (Checkpoint) support and password reset
•  Support and repair IBM ThinkPad S, R, and X series, Dell Latitude and Inspiron laptop series. Replace Dell, IBM, and Cisco network hardware. Palm, Blackberry handhelds and smart phones 

 Technical service specialist

• Joined helpdesk call center group that provided software/hardware support and password resets for over 5,000 users located in the western region that included Executive V.P.'s, Senior V.P.'s, and regional managers
•  Opened or resolved 80-100 tickets daily using Pac2000 ticketing software
•  Part of a beta test team that trained helpdesk staff members with VPN (TREK) with navigation, troubleshooting and 2nd tier assignments for remote user support on Dell Latitude D model and IBM ThinkPad S series laptops
•  Provide first level software support including MS office 2000\XP, MS Outlook 2000\XP, MS access, Adobe Acrobat, Snag IT, WinZip,  extractions and compression, mainframe Axcis, Attachmate, Legacy, WF proprietary software, and HOST dialup
•  Involved with standby support and security preparation during Y2K alert
•  Recognizing my growth and resourcefulness and was offered relocation assistance if I decided to keep my position during a reorganization merger with Norwest Mortgage 

technician/Help Desk Agent

•  Perform desktop and laptop imaging, hardware installations, and printer configuration for corporate rollouts
•  Perform simple network connections to access desktop images using a Novell 3.5 and 4 NetWare systems
•  Was Offered a helpdesk position supporting LAN, HTTP, and host dial up connectivity support. Software support for Microsoft Office 95-97, access, domain and configuration setup for over 3,000 Westcorp, Inc employees nationwide
•  Joined laptop group supporting remote host dialups, email access and password resets for executive team members 

 Office admin/Asst. Franchise Director

•  Provide training rooms with supplies and training material. Also, supporting the frontline for walkup enrollment/cancellation of classes
• Responsible for hosting potential franchisee's and provide tours and brochures of training locations
• Attended software training courses for computer technology such as Novell Netware, MS DOS, MS Windows, NT and MS Office