Hercules, California, United States
Specific operational knowledge of systems interoperability, configuration and administration in a mixed-platform PC and Apple environment that includes tier I and tier II remote, collaborative and dispatch support. Familiarity with the basic challenges of K-12 technology support, works well in a collaborative team setting, and has a wide range of customer service experiences. Provide technical and diagnostic support and maintenance for all endpoint devices; assist in network connectivity; provide technical support to department and school site staff; assist with device access and printing support; reset passwords; deploy and install security, email and data processing programs. Monitor and operate all supported peripheral technology devices and data collection systems, including data lines, printers, cellular phones, scanners and optical devices; troubleshoot and diagnose hardware/software conflicts either in remote or dispatch setting. Analyze and resolve interoperability and connectivity problems to ensure continuous system operations as required for daily critical functions; oversee and administer accepted policies in regard to security and safety and overall workstation compliance. Install and configure workstation operating systems, data processing and anti-virus applications; configure mobile technology and various dependent peripherals; install software applications and diagnose and troubleshoot all related issues. Make every effort to perform and complete requested support services while allowing for minimal disruption to site Staff and Students; using available communication tools to provide advanced notification to all clients and for responding to requests for support in an appropriate and timely manner.
Inspected and cataloged workstations and laptops. Upgraded or replaced workstations and laptops to customized Bank of America Windows 2000 load. Diagnosed and repaired network issues.Performed user data backups and migrations to new servers. Provide Lotus Notes and Exchange/Outlook support. Configured Personal Digital Assistants (Palm, Blackberry, Pocket PC) to connect and sync to user’s corporate mail. Reprogrammed network Printers. Installed line-of-business software via Tivoli. Provided Rapid On-Site Support and Troubleshooting. Completed certification as Bank of America Network Device Certified Technician. Trained new field technicians.
Provided 24/7 uptime support for production file, print, e-mail, proxy, and database servers (Novell, Windows, IIS, Exchange, Lotus Notes, SQL). Performed and tested system backups. Monitored and maintained network security and anti-virus protection. Managed and set up user accounts in mixed environment. Provided desktop and remote user support. Performed user operating system upgrades. Migrated user e-mail from cc:Mail to Lotus Notes, followed by migration from Lotus Notes to Exchange. Researched and recommended software products to help improve company workflow and productivity. Redesigned entire corporate web page look and feel, and maintained site updates as webmaster
Responsible for general software and hardware maintenance of campus information kiosks. Tasks included upgrading software, updating text/database files, modifying existing software application code, creating new software application code, and light field repairs. Developed on-line help database application for kiosks, generated graphics for kiosk touch-screen user-interface. Created extensive user documentation for developing applications for the kiosk.