LEAD INFORMATION TECHNOLOGY SUPPORT SPECIALIST Work History Company Name Company Name Skills Applications: MS Office Suite 2000-2016, O365, GroupWise, HEAT Call Logging, Crystal Reports, T3 VoiceMail, NetMotion, Novell iManager, Active Directory Client/Server: Heatweb-fs Platforms: Windows 2000/XP/7/8/10, UNIX, DOS Experience 03/2016 Current Lead Information Technology Support Specialist Company Name － City State Perform lead worker functions including assigning, coordinating reviewing daily work staff, training employees act resource staff. Perform help desk systems administration; develop document procedures. Coordinate technical support team, management, users define user needs new improved systems; coordinate software deployments PC replacements; manage hardware software inventories. All duties listed below. 04/2007 03/2016 Information Technology Support Specialist Company Name － City State Identify, troubleshoot, install, program, configure, upgrade, analyze maintain various computer network peripherals including mobile data computing devices. Determine appropriate course action conduct repairs, modifications, procurement, replacement internal peripherals needed. Install, configure, support enterprise class, SQL compliant database software. Document procedures support personnel use reference material assist support systems. Exceptional ability work demanding group users providing timely support person, phone, remote desktop sessions. Known approachability, diplomacy patience dealing frustrated users. Excellent problem-solving skills relating Access, Excel, Word questions. Create macros, research complex inquiries, find solutions users' issues. Monitor maintain back-up systems server health including Heatweb-fs. Collaborate team members vendors, develop strategies hardware software solutions. Key Achievements: Designed developed training material, conducted training classes assist internal end users proper use procedures City software applications computer systems. Reduced half equipment inventory process time researching recommending new hand-held scanners customizing Inventory Worksheet HEAT autofill form. Increased efficiency communication within IT department redesigning automating tasks several HEAT Call Logging screens. Created document new employees help navigate City's technology, everything access email, use desk phones, explaining policies procedures printing, scanning, end day procedures. 08/2004 03/2007 End User Support Specialist Company Name － City State Ensure customer satisfaction responding calls help desk. Logs customer questions problems tracks resolution. Field 20,800 calls user community per year. Analyze call problem symptoms determine problem resolution. Coordinate planning, development, teaching software, including time frame deliverables. Designed created class evaluation database purposes certificate recognition. Generate analyze statistical data HEAT call ticket database. Maintain update call tracking software. Create update knowledgebase. Provide software training employees District web pages, training classes, correspondence, one-on-one assistance. Conducted 34 software classes last year-and-a-half, 98% approval rating. Provide software installation, repair, support approximately 2,800 employees including administration compound district laptop users. Set new district laptops district standards. 08/2002 05/2004 Instructional Support Specialist Company Name － City State Provided administrative/secretarial support full- part-time instructors Business Computer Information Systems Department. Worked cooperatively Department Chair faculty Business Education Department located Main Campus, Chico Center, Orland, Paradise, Glenn County. Recommended modifications improvements methods, procedures, techniques, equipment required Business Education Degree programs computer labs resulting time cost savings department. Designed maintained database 8 years graduating students following degree programs certificates. Provided effective instruction tutoring widely diverse group students following career programs: Microsoft Office (Word, Excel, Access, PowerPoint Publisher), Computer Applications, Office Assistant, Medical Front Office Assistant, Legal Office Assistant, Desktop Publishing; Medical Transcription Certification. Collaborated technical support team recommend new hardware software improve performance computers. Maintained updated Butte College, Business Education Website. Provided desktop publishing design work including creation flyers, brochures, news releases, newspaper ads outlining special events course offerings. Assist Enterprise Networks department installing lab computer systems (4 labs 125 systems, 80 new systems), validating lab system images every semester, troubleshooting user hardware software issues, hardware repair, memory upgrades, software installs, OS software patch installation, OS upgrades. 02/2002 05/2002 Instructional Support Asst I Company Name － City State Instructed tutored Corporate Information Technology students basics of: Database design: including ERD diagrams, data dictionaries, using functions Microsoft Access. SAP R/3: enterprise wide functionality, materials requirement planning (MRP) functionality create personnel file new employee. HTML web design: create two inter-related web pages HTML, upload database web server, connect web pages database, pull information database display pages. Implemented documented lab policies procedures. Lead Documentation Team designing, developing delivering computerized training solution Center Economic Development. Worked jointly seven team leaders. Managed six-person team. Wrote documentation guidelines. Produced User Guide Online Help users new software. 06/1994 05/1997 Computer Systems Manager Company Name － City State Database Manager Desktop Publisher Managed maintained customized church database 6000+ entries including membership, attendance, contribution modules. Produced tailored reports administrator using data analysis manipulation techniques. Analyzed produced visualized reports abstract data. Trained others manipulate database creating custom reports departments. Served network administrator. Diagnosed implemented solutions routine hardware issues. Edited weekly publications including Lantern Newsletter. Prepared special publication projects. Education Training May, 2002 B.S Business Administration, Management Information Systems California State University － City Business Administration, Management Information Systems Cum Laude December, 2008 Microsoft Word XP Certification, Microsoft Office Specialist Program May, 2003 Crystal Certification Crystal Reports Design 9.0 April, 2005 New Horizons Course: OLL Developing MS ASP .NET Web Applications Using Visual Studio October, 2007 Novell Certificate Implementing Novell Open Enterprise Server 2 Linux Graduate Certificate Corporate Education August, 2009 Pearson VUE Certified Test Administrator May, 2010 Siemon Certification Design Principles Installation Practices December, 2011 FrontRange HEAT Administration I November, 2013 FrontRange HEAT Administration II February, 2014 Dell Certification Online Self Dispatch Desktops Notebooks June, 2015 Activities Honors Driven Information Technology Professional broad technical skill set. Known ability multi-task juggle multiple projects simultaneously, meeting deadlines. Excels customer support, training, documentation. Most noted customer service teamwork expertise. Thrives environments continually embraces new technologies. Skills ASP .NET, Client/Server, Crystal Reports, data analysis, Database design, database software, Desktop Publishing, Desktop Publisher, equipment inventory, special events, Front Office, help desk, HTML web design, Design, instruction, Linux, Logging, macros, Publisher, network administrator, Newsletter, procurement, repairs, SAP R/3, software installation, SQL, systems administration, technical support, training material, tutoring, UNIX, Visual Studio, Web Applications, web server