LiveCareer-Resume
Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Professional Summary

Bringing over 17+ years’ expertise in managing core functions of Information Systems with a background Networking, IT Support and Security. Providing timely resolution to client’s computer problems and excellent customer support experience in a
timely manner. Highly skilled in IT Support, system diagnostic and troubleshooting to support businesses objectives

• Strong communication and leadership skills, conflict resolution ability and maintain a conducive and inclusive work environment
• Ability to work independently or with a team and produce exceptional results.
• Provided Technical support in resolving hardware and software problems on desktops, laptops, and tablets.
• Creating user accounts including user rights, security and groups creation.
• Providing training to employees to identify, analyze, and repair product failures.
• Taking ownership of help desk problems and shepherding them through to a satisfactory resolution.
• Imaging and configuring computers, deploying and removing old equipment.
• Receiving and Maintaining accurate computer software and hardware inventory.

Skills
  • Microsoft Windows
  • Win7/Win8/Win10 MAC OSX
  • Customer satisfaction, Win, Software support
  • Cisco IOS Training
  • IP Phones, VOIP, Voice Over IP
  • DHCP, Windows Troubleshooting
  • DNS, tracert, netstat, ping, nslookup, wireshark
  • Printers setup, WAN, LAN, VLAN
  • Microsoft Office 2013
  • Firewall, Network Routers and Switches
  • Cloud Computing, Box,
  • Intrusion Detection System, IDS, Intrusion Prevention System IPS
  • Anti-Virus, Anti-Spyware and Phishing Prevention
  • Lawson Ordering and Purchasing System
  • Laptops and Mobile Device Security Implementation
  • Device Encryption and lock out Security
  • Content, Microsoft Outlook, Strategy
  • Client, Win7, TCP/IP
  • NetDB, Wireshark tools
  • Unix/Linux Background
  • Powershell, VB Scripting
  • 2003/2008/2012 Server
  • Directory• TCP/IP configuration
  • PC/MAC hardware Upgrades
  • Email, Outlook, Vendor management
  • Cisco Access Ponts, Printer Configurations
  • Active Directory, Microsoft SharePoint, Processes
  • Active, Professional, Computer Programming
  • Imaging and System Restoration
  • IT Inventory system and Record Management System
  • Vendors and Contractors Management
  • Android and IOS Devices Setup for Mobile Computing
  • Hardware diagnostics , Personnel Training
  • Microsoft Group Policies
Education
Ashford University San Diego, CA Expected in Master of Science : Information Technology Project Management - GPA :
California State University - Sacramento Sacramento, CA Expected in Bachelor of Science : Computer Science - GPA :
South Tyne Side College England, Expected in Bachelor of Science : Engineering (Mechanical/Electrical Engineering) - GPA :
North Western Tech. College Sacramento, CA, Expected in Diploma : Networking Technology - GPA :
San Joaquin Delta College Stockton, CA Expected in Associate of Science : - GPA :

Computer Programming

Certifications
  • MCSE Certified Microsoft Certified System Engineer - Completed
  • MCP Certified Microsoft Certified Professional - Completed
  • A+ Certified CompTIA- Completed
  • Dell Certified Engineer - Completed
  • COMP-TIA Network+ , Security+ - In progress
  • CISSP Certification- In Progress
Work History
Amentum - Systems Analyst
Tinker Afb, OK, 01/2018 - Current

Proactively identifies and escalates incidents as well as operational performance concerns.

  • Responds to Incident Tickets using ServiceNow customized Ticketing system called ServiceMatters
  • Processed over 45 support requests weekly for technical assistance on awide range of issues related to software and hardware
  • Manage workload, prioritizing tasks and documenting time, and other duties as directed by management
  • Meeting the Service Line Agreement (SLA) on timely manner and escalating incident to appropriate departments as needed.
  • Consistently pursue educational training through the corporate MyJourney, Skillsoft and other online Training programs and Certification courses
  • Configured hardware, devices and software to set up work stations for employees.
  • Advocates and ensures end users and IT teams abides by the Dignity Health Policies and Industry best practices
  • Activated and setup mobile accounts for Doctors and medical staff accessing the network using the mobile devices
  • Closely collaborated with project members to identify and quickly address problems.
  • Diagnosed and executed resolution for all computer, network and end users issues.
  • Delivered onsite technical support for employees on the main Hospital campus and on call support fort three other sites facilities
  • Designed and evaluated WAN and LAN connectivity technologies.
  • Monitored networks and network devices to resolve technical problems quickly.
  • Maintained flexible schedule and responded to after-hours and weekend emergencies.
  • Resolved issues and escalated problems with knowledgeable support and quality service.
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Installed security applications and devices and suggested additional security measures.
County Of Douglas - Dell Certified Support Engineer
Castle Rock, CO, 04/2017 - 01/2018
  • Dell Expert Support Engineer to hospitals, Clinics, and Universities within 100 miles radius of sacramento area (UC Davis Hospital, Dignity Health, Methodist Hospital, California State University, UC Davis, Dental Clinics, Counties and California State Agencies) • Escalates issue on behalf of customers to appropriate support teams if not within the scope of our support • Strong hardware and software
  • Diagnostics/troubleshooting skills• Provide client with the full operating system re-installations where necessary
  • Complete project ahead of schedule.
  • Experience working on critical systems which requires diligence and time sensitive.
  • Providing outstanding customer satisfaction (internally and externally)
  • Maintains high level of trust and confidentiality.
  • Provide Professional support to top rank executives in banking industries, Federal and State Agencies .
  • Ability to lift and move units.
  • Flexible on working hours and can travel if needed.
  • Processed over 6 to 10 onsite support requests daily for technical assistance to high profile Dell clients including Federal, State and Local Government Agencies, Commercial Banking locations, Law Enforcement Agencies, Universities and Hospitals
  • Provide Technical Support to Dell Pro Customers on Dell Business laptops, Desktops, All-in-Ones, tablets etc.
  • Response to On-Site calls, Repairs and service call maintenance on timely manner.
  • Configured hardware, devices and software to set up work stations for employees.
  • Analyzed Technical issues to identify troubleshooting methods needed for quick remediation.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Accounting And Consulting Group, Llp - IT Manager
Tallahassee, FL, 01/2005 - 01/2017
  • Worked as an IT support Engineer in various projects and with companies in Sacramento and Bay area region • Managed the overall Company Network and Computer Support for both office and home base business.
  • Oversee the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
  • Trained, mentored and received escalated calls from other technical support technicians.
  • Designed and implemented customer call-center support training material
  • Provided comprehensive customer service including Tier-II support
  • Provide Extensive Printer support, both network printing and direct connections • Ensure the proper inventory of Company's assigned laptops/Tablets to staff
  • Provide high level Technical support for computer end users and small business owners • Provide Technical Support for Microsoft Outlook Email Service for Microsoft windows and network.
  • Install, Monitor, review, test and deploy software patches to workstations including Anti-virus software, Firewall • Collaborate with IT security, desktop, server, and network engineers to deliver automated desktop deployment tools and processes.
  • Assist the Telecommunication Team on the implementing of Unified Communication system.
  • Maintain accurate software and hardware inventory•
  • Provide Remote support for teams working from home and offsite employee
CALIFORNIA STATE WATER RESOURCES CONTROL BOARD - IT Technical Support
City, STATE, 01/2001 - 01/2015
  • Configured hardware, devices and software to set up work stations for State employees.
  • Provided full Technical Support to clients and end users solutions to all areas of the business and in resolving day to day issues Supported all aspects of end user IT, including purchasing, vendor management, desktops, laptops, anti-virus, patching, software licensing and more.
  • Install, Monitor, review, test and deploy software patches to workstations including Anti-virus software, Firewall, new PC setup Creating and maintaining Image copies of the clients’ hard-drives and restoration in case of system failures, and maintaining backup.
  • Troubleshooting, upgrade of components and repairs to Desktop Computers.
  • Connecting and setting up both Network and Local Printers for clients, Solving Printer problems.
  • Anti-Virus software installations, as preventive measures, and cleaning of infected machines.

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Resume Overview

School Attended

  • Ashford University
  • California State University - Sacramento
  • South Tyne Side College
  • North Western Tech. College
  • San Joaquin Delta College

Job Titles Held:

  • Systems Analyst
  • Dell Certified Support Engineer
  • IT Manager
  • IT Technical Support

Degrees

  • Master of Science
  • Bachelor of Science
  • Bachelor of Science
  • Diploma
  • Associate of Science

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