SUMMARY

Accomplished technology support specialist with hands-on experience providing exemplary technical service and customer support, with a focus on timely response to problems and needs. Recognized for strong skills and knowledge, flexibility, and adaptability to company needs. Utilized expertise to train and mentor junior staff and ensure teams work effectively to deliver solutions.

IT Solutions Management · Expert Troubleshooting, Analytical and Research Skills Network/Hardware/Software Installations & Repair · System Upgrades Ï Multitasking
· User Service & Support (Live & Phone) · Training

Confidential,contract
Desktop Support, Vernon, CA 1/2012 – present
Level 2 onsite support of corporate office. Upgrade from Win XP to Win 7 PC’s. Imaging and Ghosting of hard drive, install drivers, upgrades and programs. Data migration, transfer archived emails, Outlook 2010 configuration. Provide and maintain LAN network connectivity. Break/fix, hardware/software upgrades and moves. Footprints ticketing system, logging trouble calls, work orders and work performed into database. Deskside technical hardware and software user support. RDS using Microsoft Remote Access, Ultra VNC and Cisco VPN.

Confidential,contract
Field Desktop Support, Downey, CA 8/2011 – 1/2012
Desktop support, including hardware troubleshooting and repair, software installs, upgrades and migrations using Windows XP Pro, Windows 7, Mac OS 10.4, 10.5, 10.6 and Office 2003 and 2007. Hardware installs, moves and changes. Establish network connections, provide remote access, configure user accounts and printers to the LAN/WAN.

Confidential,contract
Desktop Support, Vernon, CA 10/2010 – 3/2011
Level 2 technical support of company retail stores. Remote troubleshooting, software installation and configuration of user workstations and POS systems using Cisco Webex, Microsoft Remote Access, Ultra VNC and VPN client for Windows XP Pro, Windows 7, NT and 2003 Server. Project lead of Kronos time clock program. Installation and support of program in over 350 stores. Testing and configuring of WAN/LAN, TCP/IP to ensure network connectivity. Preparation of new systems, break/fix, Ghosting of hard drives and configuring software. Test, package and deploy workstations, receipt printers, scanners, keyboards, monitors, modems and hubs. Monitor store equipment levels, log and update status of trouble tickets using Numara FootPrints ticketing system. Provide hardware and software technical support to non-technical retail store users.

Confidential,part time
Field Service Technician, San Jose, California 12/2009 – 10/2010
Service of LCD and Plasma TV’s onsite at customer’s homes. Analyze, troubleshoot and replace Main Boards, Power Supplies, Inverters, LVDS cables, IR Detectors and Remote Controls. Provide support to customers.

Confidential,part time
Field Service Technician, Omaha, Nebraska 5/2010 – 10/2010
Computer field service for Verizon and Hewlett Packard, supporting desktop and laptop PC’s. Hardware repair and upgrades, software installs of operating systems, patches, upgrades, anti-virus and malware removal. Setup and repair of wired and wireless network connections. Demonstrate features and functions to end users.

Confidential,
Desktop Support 5/2010 - contract
Hardware and software support for Dell desktop computers. Formatted, Ghost imaged, moved and installed (IMAC) PC’s at end user workstations and provided support. Designed Audio/Video presentations from PowerPoint and Flash files.

Confidential,
Desktop Support 4/2010
Team Lead for Wachovia-Wells Fargo hardware/software changeover. Removed legacy check readers, receipt printers, Veriphone PIN pads and credit card swipers, removed old server and UPS and replaced with new peripherals. Re-mapped network printers, and provided support on new software to end users.

Confidential,
Desktop Support 10/2009
Team Lead for Washington Mutual-Chase Bank hardware/software conversion. Removed old peripherals and installed new check readers, receipt printers, credit card swipers, and PIN pads. Installed updated Chase software while managing crew of 5 technicians.

2nd-largest consumer electronics retailer in the U.S, with 35K associates. Closed, January 2009.

Desktop Support/ PC Technician, Confidential, California
Serviced computers (desktops and laptops) and printers for 1 of Circuit City’s 5 national service centers. Installed and repaired operating systems, drivers, patches and upgrades, Ghost imaging, and removal of viruses and malware. Performed hardware repairs and upgrades with the ability to build PC’s from the ground up. Utilized company in-house trouble ticket tracking software and Lotus Notes email system. Excellent working relationships with vendors and co-workers, while providing phone and live support to customers. Served in Lead Technician role, training and mentoring newly hired technicians on both technical issues and on providing optimum customer care.

Consistently received strong performance ratings – recognized as in-house expert and “go-to” technician on difficult and time-sensitive repairs, and for challenging customer issues. Expertly serviced an average of 100 customer and in-store display units per week. Member of the 5 S Audit Team.

Network Installation Manager
Directed technical team in ground-up installation/hook-up of all communications wiring (computer, telephone, antennas, alarm, PA, POS) throughout new retail stores and service centers. Install wiring from computer room (patch panels, punch down blocks) to termination point (jacks and wall plates). Managed upgrade, upkeep and repair of all systems for all locations. Read and interpreted blueprints to ensure installation success.

Expertly managed all aspects of installations, many of which required travel and 2-week timeframes. Oversaw budgets, expenses, and delivered reports to management upon completion of job. Promoted from original position as a Network Technician.

Associate of Science in Electronics Engineering Technology

Certifications: A+, Toshiba TCT (Toshiba Certified Technician), Toshiba TAT (Toshiba Authorized
Technician), Americas HP Certified Professional, CCNA in progress
Operating Systems: Windows 95, 98, ME, NT, XP, Vista, 7, Macs
Software: Word, Excel, PowerPoint, Outlook, Publisher, Office 2010, 2007, 2003, McAfee & Norton Anti-Virus, Knowledge of Active Directory
Hardware: Dell, HP/Compaq, Sony, EMachines, Gateway, IBM, Lenovo, NCR, Toshiba, Macs, Generics
OSHA Certified