Lake Forest, California, United States
IT Sr. Desktop/Helpdesk Analyst with extensive experience offering a diverse range of expertise experience and education that would bring profitability to your corporation. Effectively manage multiple end-user problems and projects to completion with a focus on extensive detail. Utilize high technical expertise to diagnose and resolve end-user computer issues, resulting in high level customer satisfaction. Renowned for being innovative, focused, action oriented, flexible, handling issues quickly, and escalating to the appropriate group for immediate resolution. Please contact me at [email protected] TECHNICAL SKILLS Operating Systems: Windows (8, 7, Vista, XP, 95), Android, OS/400 Hardware: Desktop, Laptop, Tablet, Mobile Devices, Toshiba Projectors, Telephones, Copier/Printer/Scan/Fax, 3/4G Modem cards, IBM iSeries devices Software: Microsoft Office Pro 95-2010, Office Communicator, One Note, Outlook, Visio, Project, Enterprise Vault, Lotus Notes Client and Admin., McAfee & Symantec Anti Virus, Cisco AnyConnect VPN, IBM Client Access Business Apps: Oracle R12 & Discoverer, Vista Plus, Demand Manager, Mini Tab, IBM iSeries MACPAC Encryption: McAfee Endpoint, Toshiba SDE Utilities: Ghost Enterprise, WIM, Citrix and Windows Remote control, ERD Commander, Safeboot User Account Administration: Active Directory, Exchange Server, Sharepoint, Oracle, Vista Plus, Lotus Notes, Postini, iSeries, Toshiba Phone Manager, SDE Console, McAfee Endpoint Remote Console, Vantive, and Unicenter Service Desk Call Tracking: Vantive, Unicenter Service Desk and Service Catalog, Service Now Network Concepts: TCP/IP, DHCP, DNS, FQDN, Static IP, Firewalls, VPN
Provided excellent technical support to users at Stearns Lending and their many partners across the USA. Self-starter who can plan, organize, and prioritize tasks under pressure, has the ability to deliver solutions to the customer quickly the minimized their down time. Ability to work with the 15+ person Service Desk support team. Quickly learn new technical concepts and comprehend functional purpose of the applications sufficiently. • Diagnosed and resolved end-user computer issues in a mixed Windows 7, Citrix VDI environment. • Provided excellent technical support to end-users by phone, walk-up, email, and remote desktop, Bomgar to diagnose and resolve issues urgently thereby reducing downtime including 24/7 support. • Excellent communication and diagnostic skills, saved time by solving end-user problems faster while receiving higher customer satisfaction ratings. • Troubleshoot network issues and resolved the TCP/IP, DHCP, DNS, Static IP, Firewalls, VPN issues in conjunction with Network Administrators. • Created and modified user accounts on Windows Server 2012, Good Work, RSA SecurID, Office 365, Bit-Locker. • Supported Dell Desktops, HP Laptops, Wyse Thin and Zero clients, HP and Sharp Copiers (MFP).
Traveling to Utah to aid my siblings to provide home care for mother. She required 24/7 home care after major heart attack left her requiring this care. Loved being of service to my mom. Looking for a full time job opportunity as I am available.
Self-starter who can plan, organize, and prioritize tasks under pressure, has the ability to deliver solutions quickly and can determine short and long term goals. Expert knowledge of IT methodologies and standards of supporting applications or project execution in a Corporate Matrix Environment. Ability to work with a 3-person technical support team; provided support for 2000+ users in the USA and overseas. Quickly learn new technical concepts and comprehend functional purpose of the applications sufficiently. Developed skills to efficiently image and configure new computers for end-users. • Diagnosed and resolved end-user computer issues in a mixed Windows, UNIX, and IBM iSeries environment • Provided excellent technical support to end-users by phone, walk-up, email, and remote desktop to diagnose and resolve issues urgently thereby reducing downtime including 24/7 support. • Excellent communication and diagnostic skills, saved time by solving end-user problems faster while receiving higher customer satisfaction ratings. • Troubleshoot network issues and resolved the TCP/IP, DHCP, DNS, Static IP, Firewalls, VPN issues. • Coordinated and administered streamlining of HR/IT new hire. • Created and modified user accounts on several platforms, i.e. Windows AD, Oracle, iSeries, Lotus Notes, Cisco VPN, Unicenter Service Desk / Service Catalog, SharePoint, Vista Plus. • Six-Sigma Green Belt Graduate successfully instituted policies and procedures that reduced operating costs in IT. • Developed processes to aid in complying with J-SOX requirements for IT. • Provided auditors required documentation for IT audits meeting requirements +90%. • Participated in implementing copier / fax / scanner / printer campus rollout every three years. • Imaged, configured, copied files, and shipped computer systems for end-users in the USA, and Latin America. • Performed fixed asset transfers of computer equipment to improve the tracking of inventory.
Lead Team Manager for a 7-person technical support team, that provided world-class support to 2000+ users in USA and overseas. • Implemented new procedures that led to improved SLA and customer level of satisfaction. • Provided help desk support ranging from projectors and telephones to copier/fax/printers. • Supported users by logging on via SMS locally or GOTO PC remotely to troubleshoot and resolve issues. • Identified potential areas and tools to increase the help desk’s ability to resolve issues on first contact, which improved customer satisfaction. • Facilitated moves of IT equipment that reduced downtime and improved accurate placement. • Created / deleted / modified user accounts on several platforms, i.e. AS/400, AD, AT&T, Interwise, Lotus Notes, People Soft, Vantive, VPN, and Webex. • Provided support for Data Center and improved utilization of small staff. • Imaged and configured computer systems for campus network or remote use. • Registered and configured devices for Wifi network such as laptops, pocket PCs. • Composed and published documentation for software installation, configurations, and operation.