Accomplished Computer Technician with a rapidly increasing range of industry experience looking to bring strong instincts and a proven record of procedural compliance, process management and strong operational skills to a rapidly growing company.
Strong analytical skills
Local remoter systems support
Proficiency in TCP/IP protocols
Network asset management
GUI and tools
Microsoft Exchange 2010
Windows Server 2003
Strong communication skills
Managing tight deadlines
Windows, Unix, Linux, Mac OSX, VMWare
Windows, Unix, Linux, Mac OSX, VMWare
Field Service Engineer January 2015 to CurrentCSCRA － Barrigada, Guam
Responsible for providing 24/7 IT support for over 2000+ Customers, 30+ Commands, NIPR/SIPR at NavalBase Guam, Joint Marianas, NCTMS and surrounding areas.
Experienced Re-Imaging laptops and workstations using PXE boot Knowledgeable in using Remote Desktop Assistant Experienced in Remedy Ticketing with Change Request and Incident management Experience in troubleshooting Network issues.
Adverse within installation and maintenance of Cisco Routers & Switches.
Well-rounded with various computer hardware/software and equipment.
IT Service Desk Lead September 2014 to July 2015TAOS － Boise, ID
Continued relationship building from a lead role by caring about our clients' needs and expectations while maintaining our company's standards of operation.
Helping clients find more efficient processes; managed by weekly and biweekly Operations Calls.
Ability to promote results from staff by providing encouragement, feedback, and offering help during monthly one on one meetings.
Can do attitude demonstrated on a consistent basis that is noticed regularly by clients and staff.
Documentation and process development.
Salesforce Duties Salesforce Admin Access for some development requests including but not limited to: custom workflow creation and management, Customer Portal management, IT Portal management and custom object management.
Custom queue creation and maintenance for integrated clients.
Familiarity with Data Loader for PCs and Lexi Loader for Mac.
IT Service Desk Technician September 2013 to September 2014TAOS － Boise, ID
Improved current process and implemented new processes for our clients' new hire and termination procedures by rewriting and creating documentation.
Relationship building interoffice and with our clients to formulate better procedures that will limit downtime.
Support ticket creation, prioritization, management and completion by creating lists and custom views within Salesforce.
Demonstrated proficient knowledge of Active Directory, Exchange and access management for users.
User and extension management via ShoreTel ShoreWare Director and user queue management via ShoreTel Contact Center.
Numerous accolades for outstanding customer service and organizational abilities.
Salesforce Admin Access for custom object and workflow management system.
Assisting Salesforce Development team with program bugs, upgrades, processes to be implemented and current or ongoing issues.
Provides customized end-user technical support to 10 unique corporate clients.
Troubleshoots, documents, and resolves state-of-the-art systems.
Efficiently handles a high-volume, complex technical caseload including on-boarding Blackberry Enterprise Server management, cell phone international plans, folder-shares, *Livelink access, and password resets.
Utilizes SalesForce reporting tools to identify emerging trend and develop plans to reduce or eliminate pattern issues.
Revamped processes for over 17 different clients on how tickets handling for Service Desk.
NCOIC of Computer Systems August 2012 to September 2013United States Air Force － Mountain Home AFB , ID
Coordinate and oversaw procurement IT systems worth 1.1 million dollars.
Installed standard software on over 1500 computers.
Helped diffuse conflict from 7 vendors and customers by being a vital link between the vendor and the customer.
Oversaw software checks for unauthorized software on 1500 computer systems.
Military Training Leader August 2008 to August 2012United States Air Force － Keesler AFB , MS
Directed, scheduled and supervised activities associated with the operation of the Military Training Flight (MTF).
Assisted in all aspects of military training for more than 12,000 non-prior service (NPS) Amn attending technical training.
Advised commanders on all matters affecting military training and trainees ability to meet and exceed Air Force standards.
Counseled Airmen on matters regarding discipline, personal conduct, performance, training and health, moral and welfare.
NCOIC of Helpdesk March 2003 to August 2008United States Air Force － Travis AFB , CA
Installed and repaired desktops, laptops, PDA, Land Mobile Radios.
Implemented standard desktop configuration to 15,000 users.
Taught over 450 students in Air Force Base Client Systems Administrator course Expertly manage/oversaw 200 help desk tickets in remedy each day.
Identified and need for a new class room curriculum, wrote new standards for IT *Administrators, saved the Air Force over 500 man hours.
Configured and installed new Help Desk protocol for local procedures.
Lead Tier 1 technician team for distinguish visitor (senator, president, etc).
Won Best IT Technician in the Air Force in 2008.
Education and Certifications
Bachelor of Science : Electronic Engineering, 2016DeVry － Champaign, IL, USA