Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills within a Desktop support role. Works well independently, or in a group setting providing all facets of computer desktop support such as troubleshooting, installations, and maintenance.
Strong Desktop system internal support
Extensive proficiency with
computer software, hardware and associated operating systems.
Outstanding grasp of
Windows 7, Linux, Mac OSX and GHOST imaging.
Excellent knowledge of
HTTP, SMTP, SNMP, DNS, DHCP and exchange.
with networked and computer based systems.
abilities for desktop operating systems and software.
Patient and diligent
with mobile devices
Reliable and Professional
customer service skills
National Career Education Rancho Cordova, CAComputer Network Technician Diploma
CompTIA - A+ Certified
Microsoft Certified Professional - MCP
July 2015 to March 2017
GAP Inc.Rocklin, CAIT Administrator
Managed a large scale workstation refresh effort for the Gap corporate
Assignment to Site Focal position for the Gap Data Center, Stores
Support Call Center and all remote field users on the corporate domain.
Responsible for all level 2 break-fix and IMAC activity. Supporting over 600
Ensure accurate logging of trouble tickets within the
GapTech Service Now ticket tracking system.
Perform ticket dispatch duties
for the entire Corporate Deskside team.• Serve as an escalation point as
needed and assist the other Deskside Technicians with any troubleshooting
Achievement of highest client support ratings in the department
and exceeded standards for trouble ticket resolution.
September 2014 to July 2015
NCRSacramento, CACustomer Engineer II
Perform routine maintenance checks, adjustments and repairs on ATM sites in areas under coverage.
Rebuild, upgrade and maintain ATM computers equipped with windows 7 operating system, Banks and NCR applications.
Maintain effective communication with Business Management Team and Service Technician Team members.
Replace worn electromechanical parts I cash dispensing systems.
Update ATM maintenance record for the site installation with specifics of repair work and parts replaced.
May 2013 to August 2014
County of Sacramento/SRCSD - ContractElk Grove, CaliforniaIT Analyst II
Responded to telephone, email and helpdesk second line support requests.
Resolved end user issues including outlook on exchange, Microsoft office, AutoCAD 2010-2013, Adobe, SSL VPN, VoIP, IE error issues, SharePoint and connectivity issues.
Install, repair, and maintain over 300 desktop workstations equipped with Windows 7, Office 2010/2013/365.
Build and update system images using SCCM/Acronis imaging tools.
August 2012 to May 2013
VSP - ContractRancho Cordova, CaliforniaDesktop Support Analyst - Tier II
Responded to VSP internal ticketing systems (HEAT), provides Tier 2 Desktop Support to the headquarters' office that consists of 4,000 end users.
Rolled out Windows 7 using SCCM 2012.
Install/repair and image Lenovo laptops and HP desktops.
Coordinate with other departments to ensure assignment is completed in a timely manner.
January 2000 to October 2011
OmniPro Systems, Inc.Sacramento, CaliforniaSr. Field Technician
Manage and support customer computer systems within the Northern California Government Agencies.
Responded to trouble tickets submitted by customers and schedule on-site service.
Duties include computer components and peripherals troubleshooting and replacement.
Ghosted/imaged systems and PC break-fix: disassembled various PC's and repaired/replaced, bad/damaged parts or cables.
Responsible for installing and maintaining company's Active Directory, Exchange server, IIS and Apache web servers, Firewall and SSL VPN.
April 1998 to August 1999
Entex Information Systems/Intel ContractFolsom, CADesktop Engineer
Responded to IT incidents and requests received from Remedy tickets escalated from the Service Desk.
Provided hardware break/fix and configuration for laptops and desktops.
Resolved technical issues including Virus and Malware removal, Internet Connectivity using MacAfee software.
Installed, configured IBM desktops and laptops with Windows NT 4.0 and Microsoft office.
March 2017 to April 2017
Sutter Health (Contract)Mather, CADesktop Support IIResponded to requests for technical assistance in person via phone and remotely for the following technologies:
Windows and Mac OS based end points (Laptops Desktops & Thin Clients) Tablets & Smartphones (IOS & Android) and
Assisted the Help Desk Manager in supervision training and mentorship of student employees at the Help Desk with a
specific focus on leading the team of Desktop Support Referral student employees who also contribute to tier 2 ticket
Continually updated personal knowledge of computing hardware operating systems and software
Maintained confidentiality and discretion when working with passworded or sensitive materials
June 2015 to March 2017
Gap IncRocklin, CAIT Administrator
• Managed a large scale workstation refresh
effort for the Gap corporate building.
• Assignment to Site Focal position for the Gap
Data Center, Stores Support Call Center and all remote field users on
the corporate domain.
• Responsible for all level 2 break-fix and IMAC
activity. Supporting over 600 Business Partners.
• Ensure accurate logging of trouble tickets
within the GapTech Service Now ticket tracking system.
• Perform ticket dispatch duties for the entire
Corporate Deskside team.• Serve as an escalation point as needed and
assist the other Deskside Technicians with any
• Achievement of highest client support ratings
in the department and exceeded standards for trouble ticket resolution