Management Software

Liza M. Wong

**** ****** ****** ***** *** Grove, CA 95624

Home Phone 916-***-**** Cell Phone: 916-***-****

abjjav@r.postjobfree.com.

Objective:

To obtain a challenging position that enables me to learn the technical

field and allows for advancement while utilizing my experience and

enthusiasm. To promote and build an IT service that enhances business

productivity, promoting greater efficiency and profitability.

Highlights of Qualifications:

. Over 12 years of experience working in a help desk and call center

environment with a strong affinity for telephone/remote support

. Strong interpersonal and communication skills

. Excellent written and oral communication skills

. Highly effective conflict/resolution techniques coupled with patience,

tact, empathy and when needed, tolerance

. Known for high level of professionalism, approachability, diplomacy,

even-tempered, reliability, helpfulness, and excellent follow-up

. Versatile technical adeptness, creative troubleshooting, focused

attention to detail and excellent analytical and logical problem

solving skills

. Provide leadership in a team environment

. Facilitate team meetings and conduct training workshops

. Assisted in hardware and software inventory and licensing agreements

. Conduct company training for new hires and team building.

. Demonstrate ability to meet deadlines and set priorities

. Excellent planning, documentation, time management and communication

skills

. Prepare correspondence and reports for internal and external use

. Computer security, virus/spy ware/spam removal and prevention

. Experience imaging computers with Norton Ghost

. Ability to work independently or as part of a team

. Provide on-the-job training to new department staff members

. Document resolutions for future reference

. Problem resolution including equipment configuration, installation of

hardware or software and client LAN issues

. Self-starter, capable of performing with a minimum of supervision

Technical Skills:

. Operating Systems: MS DOS, Windows 95, Windows 98, Windows ME,

Windows NT 4.0, Windows 2000, Windows XP, Windows Vista, some UNIX and

AS400, Beta tested Windows 7

. Applications: Microsoft Office 2000, 2003 and 2007 (Word, Excel,

Outlook, Visio, Project and Internet Explorer), Beta Testing Office

2010, Outlook Express, Active Directory, Lotus Notes, Documentum,

Crystal Report, Citrix, PC Anywhere, Telnet, VNC, SSR, VPN, SharePoint

. Antivirus: McAfee, Trend Micro, and Symantec NAV

. Call ticket logs: Applix, Vantive, Remedy, Track-it, Tele-magic

. Hardware: Dell, Compaq, IBM-PC, Blackberry, Palm Devices

Experience:

United Natural Foods, Inc., Rocklin, CA

June 2010-October 2010

PC Technician

. Asset Management

. Backing up and re-imaging desktop and laptops

. Inventory control

. Assist in receiving and confirming procurement orders

. install software per department standards

. Entered helpdesk ticket and complete service requests via Remedy

Action Learning Systems, Sacramento, CA

August 2008- October 2009

IT Support

. 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

Department of Health and Human Services, Sacramento, CA

August 2007-June 2008

Remote Support Center Analyst (RSCA)

. 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

Blue Shield of California, El Dorado Hills, CA

September 2006- July 2007

Technical Support Specialist

. 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

Sutter Health Information Technology, Mather, CA

March 2005 - April 2006

Help Desk Analyst

. 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.

Air Transport IT Service, Inc., Sacramento, CA

August 2004 - January 2005

Sr. Lead Support Technician/Site Manager

. 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 agreements

. 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.

. Fielded questions from technical support staff and clients;

recommended solutions to customer/end user issues.

. Established, modified, implemented, and monitored systems and

procedures to enhance timely and efficient workflow

. Ensured there was efficient and effective delivery of support services

to the client base.

. Responsible for establishing and coordinating cross-team interactions

to ensure service levels are maintained

. Monitored all systems daily to ensure continued 24/7 operation.

Deloitte & Touch , San Jose, CA

August 1998 - August 2004

Sr. PC\LAN Technician

. 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

Hewlett Packard/Apex Communications, Cupertino, CA

November 1997 - June 1998

Technician/ IP /Network Administrator

. 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.

Education:

. Working on Bachelors Degree in Information Technology in Computer

Science from University of Phoenix, CA (Completion Date- 2010)

. Associated Degree In Applied Science in Computer Science from Masters

Institute, San Jose CA

. General Education in General Education in Computer Science from De

Anza Community College, Cupertino CA

. General Education in High School Diploma in High School Diploma from

Los Altos High School, Los Altos CA

Accomplishments:

. Associates of Applied Science in System Administration

. Mastery of Outlook 2000- May 2001

. Excellent Service Award- April 2003

. Special Recognition-End of Lease Project-June 2003- Led the project of

performing over 140+ laptop swap out within the 4-hour service

commitment IT promised as part of the End of Lease for D&T Tax

department.

. Promotion to Site Manager of Sacramento for Air-It- Sept 2004

Interests:

Camping, fishing, hiking, crocheting, cooking, baking, bowling,

reading, Dungeons &Dragons, Ever quest 2, movies, spending time with my

kids, listening to music, salsa dancing

Contact this candidate