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Title: |
Help Desk Supervisor / Manager
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Location: |
US-California-Los Angeles
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Work History: |
10/2006 Present National University
La Jolla, CA Adjunct Faculty
Computer Information Systems CIS 404- Remote Access and Wireless Networking
Entered grades using PeopleSoft
07/2006 01/2007 Harvard Consulting
Redlands, CA On Assignment Perot Systems CHW Rancho Cordova, CA
Field Services Technician
Created, tracked, and completed trouble tickets using Remedy software.
Resolves hardware and software problems expeditiously and with minimum disruption to computer/phone system users and coordinates hardware repairs with vendors, when appropriate.
Completes desktop related projects as assigned (e.g., office moves, printer installation, Phone and Fax moves and installations, etc).
Installs personal computer related hardware and software according to schedule, scope of objectives, and standards.
Installs/configures new equipment. (Dell GX620 desktops, and D620 laptops)
Coordinates and repairs systems under warranty with Dell. (Motherboard and board replacements)
Upgrade computers from Windows 2000 to Windows XP.
Assists users with using desktop software when appropriate. (Microsoft Office 2000 -2003)
In coordination with LAN Administrators, assists with network software installation and problem troubleshooting.
Maintains desktop, terminal, and printer hardware & software documentation.
Supports on-call schedule and response to priority incidents as needed.
provided technical support to remote users (dial-in and VPN accounts)
05/2006 07/2006 Volt Services, Inc.
Roseville, CA On Assignment Apple Computer, Inc. Elk Grove, CA
IS&T Helpline Analyst Work with employees, contractors and vendors, corporate and retail. Troubleshooting Macintosh hardware/software, information systems, network & remote connectivity, production & directory systems access, email setup. (Apple Retail POS, OS 10.x, Macbook and Macbook Pro, G3 G5 systems.)
Create trouble tickets using apples proprietary system Espresso, work to resolve employee issues, assisting support teams in gathering information & referring employees to additional support help lines outside of IS&T scope of support.
Created login accounts using Peoplesoft
08/2003 05/2006 Los Rios Community College District Cosumnes River College
Elk Grove, CA Adjunct Faculty
Computer Information Systems Instruct students in Networking with Windows XP and 2003 Server.
03/2005 12/2005 Systems Integrated Solutions
Walnut Creek, CA On assignment with the CA Franchise Tax Board, Rancho Cordova, CA Team lead of the contractors to upgrade 7000 computers to Windows XP
Using PowerQuest Disk Image (PQDI), prepared new machines via imaging.
Used Track-IT to document hardware and software installations
Installed and configured end-user software, from standard Microsoft Office suite to developer and database software. (Webshere, DB/2, Rational ClearQuest)
Maintained the Active Directory environment for user and computer accounts
Maintained an error rate with data migration to less than 1/10th of one percent
06/2002 12/2003 Apple Computer, Inc.
Elk Grove, CA Apple Care Representative II
Position converted from contract to permanent June 15, 2002
02/2002 -06/2002 Volt Services, Inc.
Roseville, CA On Assignment Apple Computer, Inc. Elk Grove, CA
Apple Care Representative I call center experience troubleshooting MAC OS 8.x OS 10.x.x
responsible for providing support options, total resolution, and appeasement solutions to customers during their first call
responsible for handling inbound Direct Dispatch, Service Provider, and Customer Relations call volume.
responsible for searching knowledge base to help customers troubleshoot and repair their systems
responsible for documenting calls using Vantive
12/2001 02/2002 Global 2 Solutions, Inc.
Napa, CA On Assignment SouthCorp Wines, The Americas Napa, CA
PC Technician responsible for migration of company computers from Windows 95 to Windows 2000
coordinated and performed Vancouver and Toronto offices migration
migrated remote dial-in solution to companies new platform
provided technical support to remote users (dial-in and VPN accounts)
11/2000 10/2001 County of Sacramento Department of Human Assistance
Sacramento, CA Information Technology Analyst II - Networking
lead LAN Administrator
supported 3 servers and 6 geographic locations
administering user accounts for Novell and Groupwise 5.5
establishing baselines
site documentation
software inventory and licensing
responsible for coordinating CAT V installations
installing software on workstations and servers
installing, configuring and connecting PCs, printers, Memorex/Telex 1400 Series Display Stations and MTX Network Computing Terminals
Performed data validation during County implementation of SAP
setup and maintenance of system backups and restores (Novell 4.11, Arcserve 6.6)
monitoring and maintaining system resources such as power, memory, hard drive usage, user and workgroup space issues, switch and patch panel space availability
applying service packs to end user devices and servers
hardware upgrades such as memory and tape drives on servers
requesting VTAM definitions and coordinating MEDS security clearance for devices
managing network issues for new installations, facility remodels and upgrades
08/1998 11/2000 PSInet
Sacramento, CA On Assignment to DHA, County of Sacramento
On Assignment to OCIT, County of Sacramento
LAN administrator supporting Novell 4.x servers
analysis and coordination of work to resolve computer systems hardware, software, and network malfunctions
diagnosis and problem resolution of desktop issues including operating systems, network connections, network and local printing
performed problem and change management
designed, built, and implemented backup and restore procedures
helped establish GroupWise and Internet procedures, account management, and conversion upgrades.
Coordinated schedules with service vendors, project teams, and on-site customers to ensure adequate facilities are available for proper and timely installation of hardware / software.
scheduled and monitored DHAs daily network operations
maintained statistical thresholds for viability, utilization, response time, and capacity for production systems
involved with managing physical and logical relationships among production systems, LAN/WAN configuration management, and networking resources
provide desktop support to the Department of Human Assistance (DHA)
install and configure desktops according to work requests by DHA
performed LAN conversions from Token Ring to Ethernet for DHA
perform site surveys and submit TSRs for CAT V and III cable
provide an OCIT resource for MTX 1683 installation oversight, troubleshooting and support
12/1997 05/1998 Earl Construction Company
West Sacramento, CA PC Specialist Northern California rolled out 18 new workstations (laptop/desktop)
configured and implemented NT 4.0 RAS Server
coordinated installation of wiring rack
supported 87 people in 3 locations (West Sacramento, Pleasanton, Novato
trained employees on GroupWise 5.1
support 10 Macintosh workstations on Ethernet
conducted physical hardware inventory
08/1995 10/1997 Access Health, Inc.
Rancho Cordova, CA
Technical Analyst
Network Operator
Help Desk Analyst
troubleshoot personal computers with Windows 95 and NT
add/remove hardware from personal computers at customer request
create new phone/voice-mail accounts on Rolm / Octel
patch telephone and cable connections using RJ-45 and 110
create and maintain mail in MSMAIL and EXCHANGE
maintain NT Server & Workstations (3.51 & 4.0)
maintain Window 95 & Window 3.1 Workstations
maintain 20 Novell servers (3.12 & 4.1)
backup Novell servers using Arcserve 5.01 and 6.0
monitor 16 HP-UX machines
backup HP-UX using Alexandria
setup and configured FTP site
familiar with Support Magic Software
answered support calls for Microsoft Office Suite of products
installed and supported IBM compatible desktops
05/1992 08/1995 United States Air Force
77 AMDS / Bioenvironmental Engineering
McClellan AFB, CA Novell 3.12 Administrator
UNIX Systems Administrator provided technical support for 54 person office
instructed individuals on Microsoft Office Products
created Microsoft Access databases for organizational requirements
managed inventory control and purchasing of hardware and software
analyzed connectivity issues
maintained 3B2 AT&T UNIX system
performed system diagnostics
conducted file maintenance
provided technical support for WordPerfect and UNIX operations
devised training workbook on WordPerfect 5.0 for 54 person office
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Skills: |
Certifications:
Levitron CAT V & Fiber, MCP Win95, A+, Novell CNA 3.12
Data Networking:
Windows NT 4.0 Server, Compaq and HP Network Servers, Token Ring, Novell Netware (3.12, 4.x, 5.x), UNIX, LAN/WAN (Cisco routers, ISDN, DSL), Arcserve, Veritas, Alexandria, TCP/IP, MTX
Web and Desktop:
HTML, Windows 3.0-Vista, Macintosh OS 8.x 10.x, MS Office (95-2003), MS FrontPage, Visio, Novell GroupWise (4.x-5.x), MS Exchange (4.x-2003), MS Mail, Company Intranet Design, OS/2, SQL, Access Programming, Visual Basic, Support Magic, Applix, SAP, Peoplesoft
Help Desk:
Espresso, Remedy, Support Magic, Vantive, Track-IT
Telephony/Data:
Rolm, Octel, 110 Block, 66 Block, DSL, T1, RAS,
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Education: |
18 May 2006 University of San Francisco Sacramento Master of Science in Information Systems
15 July 2001 National University Sacramento Bachelor of Science in Information Technology
28 July 2000 Infotec Com. Sys. Sacramento Microsoft Exchange Server 5.5 Concepts and Admin
2000 Levitron CAT V Certified Technician
Fiber Certified Technician
1999 2000 Sacramento City College Sacramento Semester 1 of CISCO Training Academy
Semester 2 of CISCO Training Academy
26 January 1999 Microsoft Certified Professional Windows 95 #1294081
30 June 1997 A+ Certified Service Technician DOS / Microsoft Windows #AA5DTT0205
8 August 1996 Certified Novell Administrator 3.12
Hewlett Packard
Fundamentals of UNIX - HP UX 10
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Endorsements
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Herbert has received 5 endorsements.
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Herbert has endorsed 2 Members.
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Rank |
Title |
Location |
Status |
Actions |
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9.999 |
Systems Administrator / Technical support |
US-California-Los Angeles |
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Details
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9.954 |
Electrical Engineer |
US-Missouri-St. Louis |
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Details
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9.935 |
I.T.PMP. MAC and PC Systems Administrator / Technical support |
US-New York-New York City |
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Details
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9.689 |
Network Administrator |
US-California-Los Angeles |
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Details
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8.882 |
Systems Engineer |
US-California-Silicon Valley/San Jose |
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Details
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Public Messages
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No public messages. |
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