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