OBJECTIVE

Desktop Support Manager

SKILLS

Server Administration   
NT administration: managed users, policy and security. Installation & configuration: NT Server, Compaq Proliant rack-mount servers, NT/95 within an NT network, Win2K for small workgroups, NT/95 and NT/Win2K within a Netware 4.1 enterprise environment.

Workstation Administration      
Comprehensive understanding of PC workstations, structure and architecture. Installed and configured Compaq EN Formfactor desktops and IBM T20 laptops, printers and peripherals. Configured TCP/IP and IPX/SPX. Provided new user support.

Desktop Support                         
Provided internal and client support for computer and server hardware and software.

Project Management
Excel in managing projects from inception to completion; sensitive to budget and timing constraints with strong quality control and people skills.

Leadership                                  
Proven leader and trainer; operate effectively with little or no supervision; experienced with team-building exercises; skilled in managing difficult people.

Multi-tasking                                
Perform well under stressful, time-sensitive conditions; comfortable working independently or on a team; can juggle several projects simultaneously; adapt readily to rapidly evolving environments.

OS & Applications                      
Win NT, Win2K, Win9x, DOS, Ghost (imaging), Internet Explorer, Norton Utilities & Antiviral, Microsoft Office, Access, Lotus Notes, Microsoft SQL (Syspro/Impact/Encore), FileMaker Pro, Keystrokes and FoxPro. Three years of office experience using desktop clients.

CERTIFICATION

Win NT 4.0 Network Administration: Resolution Training and Consulting, January 2000.

EXPERIENCE

Gap Inc.
San Bruno, CA
Desktop Support Analyst
2000 – 2001

• Supported over three thousand new and existing clients in six facilities. Assisted with the configuration and maintenance of QA Lab; assisted with the maintenance and organization of a thirty-five-rack multi OS server facility.
• Provided QA and training to business partner; updated order status in IT Procurement database; scheduled standard desktop installation and setup, including LAN, network connection, login ID, access to Lotus Notes and Time & Place time management software; QA’d installation and trained users on system functions, desktop and network usage; provided desktop support and acted as liaison between it procurement, product vendor and business partner.
• Monitored and maintained VAR’s service level agreement; determined and communicated impact of service level exceptions; provided for schedule adjustments to accommodate escalations; evaluated service levels and reporting trends to determine cause analysis.
• Managed and organized component cables; responsible for shipping/ receiving and the RMA process; documented hardware serial numbers, desktop location and software build versions to procurement analyst; entered data entry Microsoft Access 2000; worked closely with business consultant to coordinate configuration/installation workflow.

Berkeley Top Line Distributing
Berkeley, CA
Inventory Control Manager
1998 – 2000

• Project Manager of a marketing promotion for company’s annual open house; exclusive account representative/ troubleshooter for company’s biggest mass-market line.
• Developed, implemented and maintained inventory control procedures; entrusted with management-level permissions to apply variance to inventory totals.
• Evaluated inventory activity to study product trends and monitor potential employee theft; implemented quality control procedures; performed data entry and cycle counts; responsible for maintaining stock levels.

Berkeley Games Distributors
Berkeley, CA
Manager
1990 – 1998

• Responsible for a crew of ten; made personnel decisions; processed orders for interstate, intrastate and foreign customers; received new and restock products and maintained product lines in the warehouse.
• Responsible for maintaining all warehouse supplies including stocking shelves, pallet racks, pallet jacks, boxes, tape, flow-pack and other important materials; operated UPS & FED EX packaging system.

EDUCATION

Skyline Junior College
City College of San Francisco
Laney Community College

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