While I have enjoyed the last few years as an IT professional and would enjoy continuing to develop that career, like everyone else in the Bay Area, I'm finding the availability of technical job opportunities to be ... not quite what it was last year. I'd love to translate my extensive customer care, documentation, reporting, administrative and training experience into a position that is more administrative in nature, such as an administrative assistant or associate in a high-energy sales, marketing, technology, customer service or hospitality group. Fortunately, unlike many people left unemployed by the dotcom crash, I have a solid background in hospitality, administration, customer care and food service.

Positions: Software Training, Customer Service, IT or Help Desk; Administrative Assistant or Marketing Associate; Retail, Restaurant or Hotel Management.
Industries: Technology, Internet, Communications, Business, Restaurant, Retail, Hospitality.
Status: Full time, on site. Bay Area only. Some travel acceptable. US Citizen.

SUMMARY OF SKILLS & EXPERIENCE

• Two solid years of experience as an IT help desk and support professional.
• Comprehensive understanding of Microsoft Office and OS software, including Access.
• In-depth knowledge of Internet technologies, networking and FTP clients.
• Over nine years experience providing outstanding customer service in industries ranging from retail and food service to PC/application support call centers targeting internal and external clients.

EXPERIENCE

__Technical/IT Experience____________________

Private IT Contractor: San Francisco, Bay Area, 2000–Present
While working as a contractor, I designed and installed network systems, helped to build a help desk from the ground-up, trained employees, created custom reports, provided software and hardware support in a global-user-environment, and helped to foster positive client-company relationships. Due to the specific nature of my involvement with each client, I had to learn to quickly administer proprietary software and work effectively within each new team. Projects included a wide range of position titles—Network Engineer, Help Desk Lead, Product Support Engineer and Setup/Install Technician—and my clients included the following companies:

I/PRO: Goodshark Enterprises – Contractor, Technical Services

• Managed the install and setup of new accounts
• Q/A tested new Perl filters to be used on accounts
• Ensured quality, usability and integrity of web-server logs
• Researched and verified data anomalies
• Facilitated changes in service to existing accounts

Southern Winds International: Network Administrator

• Designed Windows 98 and NT network
• Implemented TCP/IP as primary protocol
• Installed NIC’s, cabling, hub and router
• Designed and implemented network backup plans and procedures
• Provided day-to-day PC maintenance and phone support

Hewlett Packard: Metro IS, Product Support Engineer

• Investigated and resolved unexpected errors in uploads
• Supported data input and extract on an Oracle 8i Database
• Created specialized database extracts and queries based on customer specifications
• Coordinated support efforts with other team members
• Validated potential software bugs
• Created monthly and on-demand reports from Remedy call tracking software

Stanford Medical Center: Track Computer, Help Desk Team Lead

• Provided first and second-tier phone support to 3,000+ users
• Accurately recorded all calls and service/problem requests
• Resolved 60-70% of all calls over the phone
• Assisted in training the help desk staff
• Documented ongoing problems and resolutions for help desk staff

Oakwood Worldwide: User Support Coordinator (1999–2000)
As User Support Coordinator, I provided international PC (new installations and “break-fix”) and Mainframe systems support (HP3000) for associates and senior management. I was also responsible for coordinating new and replacement equipment with vendors for warranty work, maintaining and reporting on the property database, maintaining IT inventory and negotiating initial supply contracts. My other duties included the following:

• Administered Windows 9x and NT at the workstation level
• Identified software needs and design training programs for users
• Performed configuration and maintenance of Intel-based PCs
• Trouble-shot and repaired Toshiba and Compaq laptops

__Hospitality Experience____________________

Embassy Suites: Assistant Executive Housekeeper (1997–1998)
After completing a management internship at the Marriott International, I spent two years in the hospitality industry at the Embassy Suites, a first-tier hotel chain. In addition to building and managing a team of 20 housekeepers, I performed the following duties:

• Implemented a formal quality control system
• Trained new employees
• Managed inventory

__Restaurant Experience____________________

Expeditor / Runner: The Yard House, Long Beach, CA (1999)
Host: California Pizza Kitchen, Beverly Hills, CA (1996)
Server: SpagEddies and Scottsdale Station, Scottsdale, AZ (1995)
Busboy: Black Angus and Sizzler, Scottsdale, AZ (1994)
Cook / Food Prep: Chop & Wok (1992), Sizzler (1993) and Ni Marcos Pizza (1997), Scottsdale and Flagstaff, AZ

__Retail Experience____________________

University Text and Tools: Sale, Stocking, Inventory, Customer Service (1998)
The Wild Pair: Sales, Stocking, Inventory, Customer Service (1992–1993)

__Administrative Experience____________________

Dean's Office, College of Engineering, Northern Arizona University: Fulfilled information requests from prospective students, developed tests, filed, answered phones, sorted and distributed mail, kept and protected confidential information, and performed any other requests for faculty, staff and students. (1996)
Counseling Office, College of Engineering, Northern Arizona University: In this position as Assistant to the College of Engineering Placement Guide, I performed extensive typing and filing projects, allocated resources to students and located company contacts for job and internship placement. (1997)

SKILLS

__Computer Skills____________________

• Operating Systems: Microsoft 3.1, 9x, NT4.0, ME, and 2000, Microsoft Server 4.0 and 2000 Basic Administration, Novell, Unix (HP-UX and Solaris), Linux
• Applications: Microsoft Office Professional 4.2 – 2000 Including Access, Oracle Discoverer, Crystal Reports
• Call Tracking and Reporting: Remedy, Blue Ocean Track-It!
• Hardware and Networking: Basic TCP/IP, DHCP, Hubs, Cabling, PC hardware installations and trouble shooting

__General Skills____________________

• Excellent written and verbal communication skills; strong organizational abilities and an eye for detail.
• Professional, reliable and dependable team player who consistently produces above expectations.
• General office skills include word processing, filing, scheduling, resource allocation, time management and project management.
• Able to quickly learn new/proprietary software; clear and thorough documentation skills.

EDUCATION & TRAINING

__Completed____________________

• BS Business Administration, Northern Arizona University, December 1998
• CompTIA A+ Certified January 2000
• Sales and Marketing Intern, PCS Health Systems, summer 1998
• Management Intern, Marriott International, summer 1997

__In Progress/Projected____________________

• Unix/Linux Administration 
• MCSE
• Graduate Studies: MBA/JD

__Volunteer Activities____________________

• Students In Free Enterprise (SIFE) 1997-1998
• Junior Achievement - Program instructor 1997-1998
• Odyssey of the Mind - Coach 1997

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