INFORMATION SYSTEMS TECHNICIAN II

Posted on: 2008-02-19

Mark Flores Valencia 1468 Pompey Drive San Jose, CA 95128 408-858-0512 [email protected] OBJECTIVE Seeking a challenging and evolving position as a Desktop Support Technician or Technical Support Engineer in an advanced technology company. SUMMARY 9 years experience troubleshooting and maintaining hardware and software Install, configure and maintain Novell, UNIX and Win 2000 and XP networks Accomplished team builder with leadership and management skills Superb customer relation skills and early problem detection/resolution abilities SKILLS Windows XP administration (Active Directory) and network connectivity Agile installation and support Shoretel Phone system Support Sharepoint support IBM Laptop and PC (Dell, Compaq, HP) hardware\\software support Citrix installation and support Symantec Anti-Virus management & support McAfee Anti-Virus management & support Spy-ware & Ad-ware management & support Print Server management & support Server Support (Windows 2000 & 2003 server) Netgear hardware support (Routers & Hubs) DOCS OPEN installation and support E-Copy installation and support JD-Edwards installation and support Sun Systems installation and support LAN/WAN protocols including (IPX/SPX, TCP/IP, FTP, RIP, SAP) and topologies Windows XP, Windows 2003, (migrations and installs) Office XP and Office 2003 suites Clientele, MAGIC (rev 8), Remedy, and Clarify queue management systems Symantec Norton Ghost for both imaging new systems for XP rollouts as well as backups Knowledgeable on Unix versions (Solaris 2.5, Aix and Linux) Equant Remote Access and Cisco VPN support WiFi support: Access points & wireless configurations PDA support: Blackberry, TREO, Palm Goodlink support Blackberry Enterprise server support WORK HISTORY Terayon (Glotel) Desktop Support 07/2006 – Current I provide front line end user support in a dynamic Engineering environment. This includes but is not limited to hardware & software troubleshooting and functionality assistance as well as being the first point of contact for any and all IT issues. Remedy Helpdesk is used as the IT ticket tracking system and my responsibilities include routing all IT ticket requests through it. I provide Windows XP, Office 2003, support along with Agile & Perforce engineering utilities, among others. McAfee Virus support is also provided. PDA support includes Palm, Blackberry and Handspring units. Network & local printing setup and support are also provided. I manage all operating system images using Symantec’s Norton Ghost and utilize it as an O.S. deployment\\backup & disaster recovery utility. Documentation and general IT FAQ resources for end users is also provided and maintained. Hopkins & Carley Desktop Support Specialist 02/2004 -10/2005 Provided end user support in a Law environment. These responsibilities included but were not limited to resolving Helpdesk tickets that ranged from Hardware support to Software support in an efficient, courteous and timely manner in a demanding Law environment. Microsoft Windows Operating system deployments and migrations via Norton Ghost, Hardware\\Software upgrades and overall troubleshooting of day to day problems was performed. PDA support included but was not limited to Blackberry, Treo, Palm and Handspring units. Provided remote user support via Citrix remote desktop and Cisco VPN. Active Directory and Exchange administration on both a server and client level was also done. I maintained a working inventory of all IT assets via FAS data inventory software. Created documentation to assist in the support of end-users i.e. FAQs and installation methods of standardized software. Netgear, Inc. PC Support Specialist 4/2002 –11/2004 My responsibilities include but are not limited to, providing courteous and efficient IT support for our Netgear employees i.e. Hardware and Software related issues, installations, remote access, virus protection, Windows 2000, and XP rollout, new hire orientations and disaster recovery. Assist in developing and maintaining all O.S. Master Images, which are deployed to the end-user systems. I assist in keeping inventory control of all network assets and create technical documents such as instructions for installing and configuring company software. Maintain and manage an end-user ticket-call database that is utilized to track calls and build FAQ’s that can be used to solve future issues. Ciena Corporation Senior Helpdesk / Desktop Support 3/2001 –04/2002 Provided various types of end user support for our Ciena employees at the CSD (Core Switching Division) location. Hardware and Software related issues, installations, remote access, and Windows 2000 rollout and disaster recovery. Documented support solutions that assisted in expediting troubleshooting issues. Maintained our queue management system, Magic, which tracked all user support calls. Using communication and organizational skills coupled with technical skills, provided courteous and reliable user support. Johnson Controls (SUN Microsystems project) PC Support Specialist 4/1999 - 11/2000 Maintained NT infrastructure within SUN Microsystems. Managed User accounts, administered network security for all end users. Resolved connectivity, application and hardware issues. Deployed all Y2K compliancy upgrades in regard to all our standard software applications, as well as our client and server operating systems. Installed and configured Server applications such as backup agents, email clients and various Virus Scanning programs. Strived to maintain and to streamline network efficiency for SUN Microsystems. Bell Microproducts Inc. Helpdesk / Desktop Support 1998 - 1999 Installed NT 4.0, Exchange, and Proxy servers, as well as supported multi-platform clients including (Win95, Win98, and NT workstation). Management of Desktop Support included configuring and supporting Dial up networking, and T-1 connections for remote and local users. Installation and troubleshooting various applications such as, Office 95/97 professional edition, Terminal emulation software (Reflections and Net-Term), and Data base management (Telemagic). Installed the company software standard, network connectivity, and solved any TCP/IP configuration issues. Resolved local and remote user software and hardware issues.