Nine years of experience servicing users in an IT environment. Comfortable knowledge of multiple OS (Mac OS X, Windows XP, Vista, and 7), use of ticketing software TrackIT!, Remedy, and Salesforce CRM software, proficient with Microsoft Office Suite, Google Apps Suite and OpenOffice, knowledge working with Active Directory, and with virtual software such as Parallels and VMware, use of LogMeIn, GoToMeeting, Webex, and VNC software to coordinate and support remote users, use of Avaya Call Manager and Cisco Call Manager to set up PBX and VoIP phones, familiarity with AntiVirus software (Symantec, Kaspersky, McAfee), a team player with good communication skills, and more than 14 years of experience working in a customer service related field.
IT Support Technician March 2011 to January 2015Cypress Lawn Memorial Park － Colma, CA
Provided First-Tier IT Support for Main Office and all remote offices as well Assisting remote users with LogMeIn software.
Task management done with TrackIT ticketing software.
Building images and testing software for deployment Creating software packages and deployment using Numara FootPrints Asset Core Creating Windows 7 images with Imagex Setting up and provisioning IT Equipment for new hires.
Building new desktops and laptops Set up email (Exchange and Office365) and phones (desk and mobile) Responsible for refreshing hardware for users to stay updated with current required standards Ordering and maintaining inventory for printer toner cartridges.
Google Apps Suite Consultant January 2010 to February 2011Genentech, Inc － South San Francisco, CA
Part of a team of 10 members to provide in-depth Google Apps support for users migrating to using gMail as their main mail client.
Supporting on average nearly 1200 newly migrated users per month.
Provided in-depth support for users migrating to gMail Offering solutions and alternatives to make gMail transition seamless for users migrating from using Apple Mail and/or Outlook Phone support with use of Webex remote application 1 hour desk visits to cater to customers not able make gMail trainings Responding to emails sent to our distribution list.
Drop-in centers for general questions.
Setting up iPhones and Blackberries with gMail and gCalendar Setting up gMail IMAP acounts on Apple Mail and Outlook for offline gMail users.
Creating and accepting help desk case tickets to log issues, questions, and requests.
Monitoring ticket queue to make sure all tickets are assigned to meet service level agreement standards.
IT Provisioning Specialist November 2007 to April 2009Salesforce.com － San Francisco, CA
Used Salesforce.com application for IT asset management and tracking Scanned all incoming and outgoing IT equipment to update inventory in the Salesforce.com application.
Performed 30+ asset swaps per month of leased IT equipment consisting from both in-house and remote users.
Used Salesforce and Outlook to track assets to users and make appointments for the asset swaps.
Migrated data for each asset swap for Dell PCs using the User State Migration Tool and via C Share and for Macs using Migration Assistant via firewire cable or network.
Wiped company data off PCs and Macs using IBM Secure Data Destructor, Darik's Boot and Nuke software, and Mac Disk Utility software before returning equipment to vendor.
Contacted with 3rd party vendor to facilitate equipment return when lease is expired.
Monitored IT Provisioning Ticket Queue to respond and complete all IT equipment requests Software installations (Adobe CS, MS Office, Snag-It, etc.) Provisioned peripherals (monitors, keyboards, webcams, headsets, power strips, etc.) Computer upgrade requests (upgrade to Mac or PC desktop) Provided lower level Mac and Dell troubleshooting support Relayed higher level support cases to Desktop Support Provided imaged IT laptops and desktops to Desktop Support upon request Used Symantec Ghost server to image Dell PCs, usually multicast Used OS X server network to image Macs Assisted with setting up IT equipment for newly hired and moving employees Used Cisco Call Manager to setup phones and voicemail for new hires and relocating users.
Built and prepared computers for new hires based on managers' specifications.
Made sure to set up IT equipment at users' desk before their start date.
Created PO's for IT Purchasing Dept to request for IT equipment that are low in stock or out of stock.
MIS Assistant July 1999 to November 2007SFSU Bookstore － San Francisco, CA
Corrected and performed transaction research for sales errors Compiled and distributed reports and spreadsheets as assigned Provided Mac and PC hardware and software support and routine UNIX and POS system maintenance.
Assisted with company wide hardware upgrade of Mac desktop and laptop computers during POS system upgrade project.
Set up multiple remote POS stations and textbook buyback stations during rush periods.
Education and Training
Bachelor of Science : Business Information Systems, May 2007San Francisco State University － San Francisco, CABusiness Information Systems