Experience

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  Pacific Gas and Electric Company

  • United States
  • Utilities
  • 700 & Above Employee

  • Computer Field Analyst Senior -Northern Operations

    • Jan 2017 - Present

    Field support for Vacaville\Fairfield\Winters locationsDuties include day to day support/operation of all Grid Control Center, Corporate Security, Emergency Response Center and Gas Academy applications as well as and some limited server-based applications, coordinating and implementing lifecycle desktop, laptop and NVR replacement, provide AV support, client/vendor interaction and rapport building, process documentation/maintenance/creation. Also, desktop software/image maintenance and upgrade implementation, point of contact/knowledge resource for CFA peers and other client support entities.

  • IT Computer Field Analyst -Northern Operations

    • Feb 2012 - Present

    • Provide desk side support (hardware/software support & training); local & networked printer and MFD devices and other PC peripheral devices (e.g. Blackberries, Air cards etc). This includes limited support for any software titles on the company's standard image.• Perform data recovery on failed hard drives as directed• Work with other service providers to coordinate resolution of Incidents and Service Requests, including acting as the local point of contact for any vendor representatives coming on site to perform IT-related tasks• Requires the balance of technical expertise, task management and teamwork, while serving our customers• Diagnoses and troubleshoots problems with PCs/laptops, software, communications devices, servers and network connections as required• Ensures processes and procedures for installation and troubleshooting, are appropriately documented (e.g., SMC knowledge base), by submitting feedback to individuals responsible for updates• Ensures accurate and timely documentation of work (e.g., service tags, time reports, etc.), by daily updating of Service Requests in SMC database• Takes appropriate action (e.g., phone calls, pages, emails, etc.) to contact responsible support personnel to handle system wide events (e.g., system outages, software rollouts, down servers, application failures, etc.)

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  California Department of Child Support Services

  • Rancho Cordova,Ca

  • DCSS IT Helpdesk Support

    • Dec 2010 - Feb 2012
    • Rancho Cordova,Ca

    • Facilitate communication between Dept. of Child Support (DCSS) Network/Help Desk staff, 650+ State staff, 175+ County staff and a vendor community with 100+ users at multiple locations.• Write technical procedures for tech support staff as well as informational handouts for customers• Remote access support via VPN through multiple DCSS sites and various network configurations• Asset management and software deployment via Altiris in four separate domains including multiple business partners• Remote and onsite computer support for 10 Counties throughout California• Creation/management of Active Directory user accounts, computers and contacts• Answering the general help desk line (approx. 25 calls per day)• Software patching for non-Microsoft products (e.g. Java, Adobe, Flash, etc.)• Windows 7 and XP desktop support

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  United Natural Foods, Inc.,

  • Rocklin, CA

  • PC Technician

    • Jun 2010 - Oct 2010
    • Rocklin, CA

    • Respond to requests for technical assistance in person, via phone, electronically• Log all help desk interactions and complete service requests via Remedy• Asset Management• Backing up and re-imaging desktop and laptops• Assist in receiving and confirming procurement orders

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  Action Learning Systems

  • Administrative Assistant/Office Manager/ IT Support

    • Aug 2008 - Oct 2009

    • Provide and troubleshoot laptop problems remotely via phone support • New Hire orientation-setup email, password, printers. issues alarm code• Setting up telecom conference and web conferences• Coordinate and attend meetings, prepare agendas, take and distribute minutes and track action items.• Handles data and telecommunication issues• Word processing and creating reports for Benchmark• Answering Multi-line phones• Benchmark software support • Prepare correspondence and reports for internal and external use• Assisted in hardware and software inventory and licensing agreements• SES Support- facilitate forms, contracts, invoices• Order supplies and/or equipment and maintain appropriate inventor• Act as liaison between Vice-President and Directors, inter-departments and outside contacts to facilitate and coordinate departmental functions• User support for 30 in-house users, 40 out- house users with school districts• Relieve management of miscellaneous administrative duties.• Maintain appointments, meetings and schedules for department management

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  Department of Health and Human Services

  • Remote Support Center Analyst (RSCA)

    • Aug 2007 - Jun 2008

    Remote Support Center Analyst (RSCA) I performed the following:• Provide and troubleshoot desk top level problems remotely via phone support and remote access (VNC)• Setup users Microsoft Outlook profiles, resolving email conflicts • install software per department standards• update inventory and site maps for internal inventory• Maintain appointments, meetings and schedules for department management• Entered helpdesk ticket and complete service requests via Track-It or SSR• resetting user password for internal access to user’s workstations• Relieve management of miscellaneous administrative duties.• Developed the training process for new support center agents• Coordinate and attend meetings, prepare agendas, take and distribute minutes and track action items.• Word processing and creating reports• Assisted in hardware and software inventory and licensing agreements• Prepare correspondence and reports for internal and external use

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  Blue Shield

  • Technical Support Specialist

    • Sep 2006 - Jul 2007

    Technical Support Specialist- preformed the following:• Analyze Service requests (MACs)• Process purchase orders• Manage backlog request• Provide order status of hardware and software products• Asset management• Maintain appointments, meetings and schedules for department management• Inventory Control- Order supplies and/or equipment and maintain appropriate inventor• Manage SLA(Service Level Agreements) performance• Word processing and creating reports• Ensure compliance with company standards• Assisted in hardware and software inventory and licensing agreements• Prepare correspondence and reports for internal and external use• Provide responses to routine and non-routine inquiries

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  Sutter Health

  • Help Desk Analyst

    • Mar 2005 - Apr 2006

    Help Desk Analyst- performed the following:• Provided first level support (calls and problem management) for all systems, applications and environmental infrastructure components supported by the Information Technology Department. • Entered calls into Remedy ticketing system• Worked on the AS 400 System as required• Assisted with some of the technical aspects of product implementation/rollout and support• Responsible for the routine deployment, maintenance and support of personal computers, printers, network connections and related devices • Position required knowledge of operating systems, productivity software, electronic mail, emulation software, internet, networks and peripherals.

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  Air Transport IT Service, Inc.,

  • Sr. Lead Support Technician/Site Manager

    • Aug 2004 - Jan 2005

    Sr. Lead Support Technician/Site Manager - performed the following:- Responsible for ensuring the successful continued operation of all installed computer hardware and software, including Windows PC's, high profile displays, installations, networking, databases, and operating systems in a highly visible environment on a variety of systems throughout the airport.- Became an application expert and continually updated any expertise on all Air-IT Systems installed at the airport - Required to identify and solve problems efficiently and creatively, oftentimes taking the initiative to develop new or improved remedies.- Assisted in hardware and software inventory and licensing- Was responsible for ensuring that all problems were responded to/escalated within predefined time constraints - Responsible for application, patch, and image management of all Air-IT systems - Maintained version continuity and security throughout all Air-IT systems at the airport - Managed and worked to continuously improve overall support operation and processes through effective logging, notification, escalation and tracking to resolution all problems relating to all Air-IT systems. - Coordinated all corrective and preventive maintenance, quarterly maintenance, and daily and out of hours work and support to ensure all appropriate support levels were maintain - Maintain appointments, meetings and schedules for department management- Worked with the customer to ensure parts and equipment were always available. - Organized, directed, and monitored daily activities of other members of the on-site support team.

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  Deloitte

  • Sr. PC\LAN Technician

    • Jul 1998 - Aug 2004

    Sr. PC\LAN Technician - preformed the following:- Responsible for resolving computer problems related to Windows XP, Windows applications and workstation hardware. - Assisted in the implementation of system and software upgrades, as well as performance monitoring and tuning - Worked as part of a virtual team providing input, testing, and feedback for national operating system image- Performed regular help desk shifts acting as second level technical resource. - Assisted in hardware and software inventory and licensing agreements- Tracked & documented support activities, using the help desk system and Vantive. - Responsible for communicating and documenting various troubleshooting techniques and best practices to the team- Worked as a team member performing installation and maintenance of technology at client engagement sites - Performed installation and maintenance on hardware inventory, virus and OS patch updates - Maintain appointments, meetings and schedules for department management- Participated in special projects as assigned- Order supplies and/or equipment and maintain appropriate inventor- Responsible for inventory report of laptop and asset tracking and notifying management of any discrepancy - Deployed peripherals and loaner laptops to end users- Word processing and creating reports- Helped with deployment of new hires laptops and peripherals

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  Hewlett Packard/Apex Communications

  • Technician/ IP /Network Administrator

    • Nov 1997 - Jun 1998

    Technician/ IP /Network Administrator- performing the following:* Responsible for the administration of IP addresses and maintained control of user access to designated local subnets and the HP Internet* Maintained the DNS host table, troubleshooting and billing. * Resolved network, computer, and user related issues taking opportunities to educate the end user.* Maintained a reliable backup and recovery plan for system data and performed regular backup. * Performed a periodic checkup and cleaning of computer and network hardware.