SUMMARY

Experience with Customer Service Support in Information Technologies as a VIP Technical Support Specialist / Support Specialist with PC Compatibles, Macintosh PC's, OS X Servers and Laser Printers. Versed in troubleshooting, hardware and software repair, installations, relocations and maintenance. As Senior Customer Support Specialist managed a group of technical engineers while supervising departmental functions. Interface with all levels of management providing technical support to over 10,000 User's. Excellent Customer Support environment skills, good communicator, decision maker, initiator, meticulous, thorough, attentive to all areas of responsibility. Audio/Visual and Multi Media production support. Support the Help Desk assisting customers in the field with hardware and software related requests. Supported bilingual clients in Spanish with Oral and Written Communications.

HARDWARE EXPERIENCE

• PC Compatible Computers Macintosh Servers and Computers Black Berry
• HP LaserJet and DeskJet Xerox DC 6060, 240, 250, 3535 NEC PBX Neax 2400
• Konica Minolta Copier/Printer Scanners, Monitors, Wacom Audio /Visual
• Video Conferencing Wireless Stations / Routers Cat5/Phone cbls

SOFTWARE EXPERIENCE

• Mac OS X.v Windows 2000, XP Microsoft Office
• Retrospect BkUp SW Apple FinalCut Studio Macromedia MX 2004
• Remedy Ghost 5.2 Lotus 5 notes
• Peregrine Tivoli Mac OS X Server
• Black Berry LANDesk v8.6 Apple Remote Desktop
• Adobe Photoshop 7, CS QuarkXpress 6.1v Norton McAfee
• Adobe illustrator X, CS Adobe InDesign CS NEC MAT R16, v1.09
• Centigram Voicemail Adobe After Effects v5 Disk Warrior Tech Tools

EMPLOYMENT HISTORY

VIP Support Specialist / OS X Administrator / Telco Administrator

Confidential

• CEO and Executive staff support with PC windows, hardware, software, network, blackberry, home network installation, relocation, training, travel ISP set up and configuration. Audio and Visual support.
• Support approximately 5000 Windows PC users and 100 Mac users with Desktop hardware, software, phone, Remote and network support. Duties include, resetting network passwords on both Macintosh and Windows 2000 and XP users utilizing Microsoft User Manager for Domain v 5.1 and Macintosh Workgroup Manager v 10.4.
• Manage Three Macintosh OS X Servers with Two Raids.
• Installation and configuration of Analog and Digital Phones utilizing a NEC PBX Neax 2400 IPX and Centigram Voice Mail system.
• Installation, configuration and relocations of Mac and PC computers.
• Installation and configuration of software utilizing Ghost v5.2 for PC's and for Macintosh Carbon Copy Cloner, Apple Disk Utilities.
• Troubleshoot and solve problems utilizing LANDesk, Timbuktu, PC Anywhere and Apple Remote Desktop.
• Installation and relocation of HP LaserJet, Epson, Minolta and Xerox DC 3535, DC 240/250, DC 6060 color laser copier/printers.
• Responsible for Audio Visual needs for Executive Management team powerpoint presentations .
• Multi Media support for Adobe Photoshop CS, Adobe InDesign, Adobe illustrator CS, Quark 6.1, Final Cut Studio, Apple Motion and Microsoft Office suite, Macromedia MX2004.
• Experience utilizing the following applications Norton, McAfee, TrendMicro, Spybot, Adaware .
• Daily back ups of all Mac users data utilizing Dantz Retrospect software.

Sr. Field Tech. Specialist

Confidential

• Support Windows PC users and Mac users with Desktop hardware, software, Installation, Relocation, repairs and network support.
• Installation and configuration of software utilizing Ghost v5.2 for PC's and for Macintosh Carbon Copy Cloner, Apple Disk Utilities.
• Troubleshoot and solve problems utilizing Timbuktu, PC Anywhere and Apple Remote Desktop.
• Installed and configured wireless networks, Ethernet networks utilizing Windows 2000 and Apple Servers.
• Worked with PC Anywhere, Timbuktu and Apple Remote Desktop.
• Repaired hardware and software issues. Installed, repaired laser, inkjet printers. Installed modems, routers, switches and routers.
• Experience utilizing the following applications Norton, McAfee, TrendMicro, Spybot, Adaware .

Network Administrator

Confidential

• Support approximately 10,000 PC users and Mac users with Desktop hardware, software, installation, relocation, configuration, Repairs, Remote and network support. Duties include, resetting network passwords on both Macintosh and Windows 2000 and XP users utilizing Microsoft User Manager for Domain v 5.1 and Macintosh Workgroup Manager v 10.4.
• Utilized Remedy to track and manage all the trouble tickets for all end users.
• Installation and relocation of HP LaserJet Printers.
• Provided phone and on site support to all computer user with hardware, software, network, installation and relocations needs just as I did at SCE, but with a wider range of customer users and network environment.
• Installation and configuration of software utilizing Ghost v5.2 for PC's and for Macintosh Carbon Copy Cloner, Apple Disk Utilities.
• Experience utilizing the following applications Norton, McAfee, TrendMicro, Spybot, Adaware .

Sr. Technical Specialist

Confidential

• Conversion of clone PC's to Dells making SCE an all Dell environment.
• Provided phone and on site support to over 7,000 plus computer users with hardware, software, repairs, installation, relocations and networking solutions. From repairing broken keyboards to replacing and configuring system boards, reloading all software and configuring computers to a multi protocol network environment in minimum system down time.
• Installation and relocation of HP LaserJet Printers.
• Experience utilizing the following applications Norton, McAfee, TrendMicro, Spybot, Adaware .