Summary of qualifications:  A help desk and software support analyst with extensive experience in large-scale enterprise systems, coupled with recent specialization and training in networking and technical support.

Areas of skill and knowledge:

Operating systems                                        

Windows 3.1 – Win 8.1

 

Expert Level proficiency with Microsoft Windows XP / Windows 7.

Macintosh OS 10.4 -10.6

Agile/Mobile OS

 

Intensive IT / Project support in Windows environment.

Knowledge of software Q/A procedures.

Applications                                                  

MS Office 2013, Word, Outlook

MS Visual Studio 2013

Various Utilities

 

Experience with Network and Troubleshooting tools to support large scale ERP migration project. Created and analyzed reports on site traffic and statistics.

Network environments                                 

Windows Server 2008, 2012

UNIX-BSD, mySQL

 

Experience working within majority of Active Directory (AD) software in working office settings including SharePoint.

Novell NetWare

 

Worked within Netware environment in working office settings.

Debian, Fedora

MSDN

 

Worked within Linux environment in settings with shared Microsoft resources.

Work experience:

Port Data Migration Assistant         1/13-3/13                          Port of Oakland, Oakland CA

·   Completed large scale ERP data migration project to upgrade servers and workstations to the current version of Microsoft Windows software.

·   Managed inventory of Port assets including workstations, IP phones, headsets, and computer peripherals.

·   Collected and analyzed user self-reports to prepare Organizational Effectiveness for scope and requirements of necessary user training.

 

Software Q/A Analyst                      4/12-1/13                          Town of Tiburon, Tiburon CA

·   Supported implementation of a permit tracking system for the town by working directly with the vendor to reduce and eliminate software bugs as they were encountered by town staff.

·   Analyzed and created more efficient user interface designs and more sensible modules within a customized remote database for Planning and Building departments.

 

Port Help Desk Technician              10/10-5/11                        Port of Oakland, Oakland CA

·   Identified, analyzed, and remedied operational issues by using remote connection software and interaction with Port employees.

·   Worked with a 500+ user base to solve various issues including: VPN for offsite access to Oracle applications, Outlook, and Internet Explorer.

·   Resolved application errors and issues with Port’s Document Management System (DMS). Managed loaner equipment and assisted setup of Projectors, Laptops, & Desktops. Extensive knowledge of MS Exchange in conjunction with PDA, Blackberries, iPhones (ActiveSync), Android, & Mail for Exchange.

·   Provided advanced troubleshooting for Word (including Macros and templates), Excel, PowerPoint, and Outlook.

Education and professional development:

·         College of Marin   2014 Associates degree with emphasis in Behavioral Science.

·         Computer Technologies Program

            2010 Certification in Networking and Technical Support

Community service:

·         Marin General Hospital – Volunteered in ICU one night per week.

·         Marin Food Bank – Packed food for those in need through the holiday season.

·         Fairfax Youth Center – Led 120 labor hour project ultimately restoring dilapidated redwood railings.

 

Awards and Professional Associations

·         Eagle Scout Award – 1999

·         Institute of Electrical and Electronics Engineers – Member 5 years