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Title: |
User and System Support Specialist
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Location: |
US-California-Long Beach
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Work History: |
MORGAN DREXEN, Anaheim, California 8/2010-Present Integrated Legal Systems offers an array of front end and back end services to law firms seeking to perform debt settlement solutions.
Desktop Admin: In charge of everyday functionality of computer systems for 300+ local users on Windows XP and 7 systems. Overseeing computer and user administration in Active Directory, Exchange server and VoIP based Telecommunication systems. Conduct root cause analysis of software, hardware and network communication related problems.
Install, maintain and repair Dell desktop systems as well as provide troubleshooting and repairs on Toshiba, Brother and Canon network printers and Multifunction Copier units. Test and deploy new software releases, operating system updates and software installations for users. Manage RIS (Remote Installation Server) operations, create new workstation images, update, test and deploy them as needed.
MOLINA HEALTHCARE, Long Beach, California 2009-2010 Public healthcare provider to those on government assistance in 9 states with up to 5,000 staff.
End User Support Specialist: Provided technical support/maintenance at 14 corporate clinics and 3 remote regional offices throughout California, for office machines and computers, including Cisco VoIP phone system. Respond to concerns remotely or on-site as needed. Spearheaded special projects such as inventory collection, equipment configuration, and needs assessment for upgrades/installations. Collaborated with cross-functional staff in telecom, networking, and security administration in resolution.
Received positive feedback consistently from end-users and clinic administrators about high-level customer service and system functionality.
Rapidly resolved technical issues and system concerns, minimizing downtime.
Gathered information about equipment at all locations to create procedural manual and develop overall inventory of equipment to enhance efficiencies throughout service region.
Created backup script adopted as prototype by integration team for enterprise-level end-user data backup tool.
CORE TECHNOLOGIES, Phoenix, Arizona 2009 - Contract Position
Boutique consulting group staffed mainly by contract technical staff hired for specific projects.
System Integration Tech: Collected 3rd-party application/end-user data from computers on-site, transferring data to new equipment and completing system configuration. Provided end-user support and training. Rapidly resolved all technical problems.
Earned respect of team members as well as end-users for due diligence, technical expertise, and ability to easily translate complex information into understandable training experiences.
AIG, INC., Phoenix, Arizona 2007-2008 - Contract Position
Global insurance/financial services organization with 60,000 staff in 130 countries. 700 local users.
Junior System Administrator: Assisted local/remote users with all levels of software/hardware, network, and system concerns. Conducted periodic maintenance with local services, replacing backup tapes and shutting down servers/network switches/routers as part of quarterly site backup power tests. Installed 3rd-party applications. Repaired/replaced/relocated user equipment from VoIP to printers.
Automated common tasks by creating multiple scripts, such as repair applications used by end-users,increasing system efficiency of the corporate computer system.
Created training materials/presentations on the resolution of known technical issues for technical staff and end-users.
HEALTH DIALOG, Scottsdale, Arizona 2007 - Contract Position
Healthcare consulting service provider, with up to 700 staff, and 130 local users.
Desktop Administrator: Assisted local users with broad range of technical concerns, including 3rd-party applications, MS Office Suite, and Windows OS. Conducted troubleshooting and repair of software or re-imaged entire system as needed. Replaced hardware and resolved network printers and VoIP. Arranged equipment for video-conferencing, presentations, and meetings as needed.
Modified batch scripts, automating repetitive tasks, including application installations/fixes, user databackupand restore processes.
WASHINGTON MUTUAL/JP MORGAN CHASE, Irvine, California 2001-2007
60,000 staff with 400 staff at local IT campus supporting 12,000 company users and 300 external loan brokers.
Senior Tech Analyst: Responded to escalated technical issues out of ticketing queue, submitted by Loan Origination/Fulfillment division, requiring familiarity with technical and home loan procedures. Responded to concerns about web portal. Analyzed tickets to determine root cause as technical or business related, collaborating with cross-functional staff to achieve resolution.
Recognized as Subject Matter Expert to troubleshoot problems with database-driven 3rd-party Contact Management applications provided to loan agents.
Created automated backup solution used to prevent data loss of significant databases.
Ranked as top ticket-closer consistently, in addition to developing reputation as "go-to" for complex issues avoided by other techs, updating systems for defects prior to release to production systems.
CAM COMMERCE SOLUTIONS, Fountain Valley, California 1999-2001
200 staff providing businesses with point-of-sale systems to external clients in US, England, and South America.
Tech Support Specialist: Provided remote support on proprietary application to clients. Expanded technical support including Windows Operating System and peripherals such as barcode/dot-matrix printers, barcode scanners, credit card terminals, PDAs, network connectivity, and data backup.
Achieved highest closed ticket count consistently, frequently volunteering to take on additional tasks and projects, demonstrating proficiency across a broad range of equipment and systems.
CMB Mortgage Corporation, Mission Viejo, California 1998-1999
Loan Consultant
Excelled on client servicing and objection handling.
Consistently generated the highest number of qualifying and approved loans.
Contributed to improving existing pre-underwriting and loan processing procedures.
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Skills: |
Scripting: Windows batch scripting, Command-Line, HTML and recently PowerShell v2.
Ticketing Systems: Altiris, Heat, Knowlix Peregrine, Pivotal, Remedy.
Security Suits: Symantec EndPoint Protection,Symantec Enterprise Antivirus, McAfee VirusScan Enterprise. Safeboot, Checkpoint
and PCGuardian disk encryption.
System Management and Imaging: Windows Active Directory, Windows Server NT/2000/2003/2008, Altiris, Symantec Ghost, Ghostcast
Server, Windows Remote Installation Server, Partition Magic, Acronis True Image, Drive Image Pro, VMware Server.
Backup & Recovery: Backup Exec, Lone Star Lone-Tar (Unix) Backup, Windows NAtive Backup, Self-created custom scripts for end
user data backup and transfer.
Office and Communication: Blackberry, Citrix XenApp , MS Outlook, MS Office, Internet Explorer, Firefox, Netscape,
Cisco/Nortel/AT&T VPN, Cisco Unified Personal Communicator and Video Advantage. Cisco, TeleVantage and Avaya VoIP phone systems,
Lotus Notes.
Monitoring and Remote Control: Verint, NetMeeting, Procomm32, pcAnywhere, Dameware, ShowMyPC and Altiris.
Hardware: IBM/Lenovo Desktops and Laptops, HP Desktops, Dell Desktops and Laptops.
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Education: |
MCSE Core Training California State University, Irvine, California
Computer Networking Certification Computer Education Institute, Lake Forest, California
Received company sponsored ITIL training at Washington Mutual/JP MOrgan Chase.
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Endorsements
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Matt has received 1 endorsement.
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Matt has endorsed 1 Member.
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Rank |
Title |
Location |
Status |
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8.559 |
Systems Network Support |
US-California-Orange County |
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Details
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