Summary:
• Candidate offers 15 years of experience in Administrative Support, IT Industry including Business Analyst, ITIL, Sales and IT asset management to include the understanding of existing policies and procedures and applying the right combination of tools and process. 8+ years hands on experience in CRM tools: SalesForce, ITIL V.3, ServiceNow (Istanbul, Helsinki, Geneva and Jakarta), Remedy, Sugar, Inside Sales, Microsoft Dynamics and Siebel. Oracle Applications, SAP Business One, QuickBooks.
Technical Skills:
Microsoft Office Suite (MS Word, WordPerfect, PowerPoint, EXCEL, MS Project), JAVA, MySQL, SharePoint, GANTT, Visio 2000, CRM Database Management (SalesForce, Sugar [UpShot], Siebel), ITIL, ServiceNow (Helsinki and Geneva), Sandbox & APEX Triggers; YARDI, WEBEX, Skype and GoToMeeting; Lotus Notes, FileMaker Pro, SAGE NetDocs, Deltek, Adobe Illustrator and ZOOM Videoconferencing.
Professional Experience:
Hornblower Group, San Francisco, CA 05/21 – 12/25
• Performing timely recognition, isolation, resolution and follow-up of submitted help desk tickets
• Providing detailed documentation of help desk support
• Installing, configuring, and troubleshooting desktop hardware and peripherals
• Installing, configuring, and troubleshooting Windows XP through Windows 8 and desktop applications
• Re-installing desktops and laptops as needed
• Installing, configuring, and repairing desktop and network printers
• Assisting with security-related updates or patches
• Creating and update help desk documents
• Developing user training and instructional materials as needed
• Performing other duties as assigned Candidate will also provide intermediate to advanced network and server troubleshooting including:
• Network connectivity diagnostics and repair
• Server configuration
• Server alert monitoring and troubleshooting
• Server configuration, deployments and migrations
• Additional job duties as assigned.
• Strong customer service orientation. I
• Interacting with end users both over the phone and in person.
• Strong interpersonal and communication skills. Strong command of the English language. Familiarity with the correct use of technical terms.
• Ability to quickly learn new systems and software applications.
Touro University, Vallejo, CA 01/20 – 3/21
• Support for University IT
• IT Ticketing System Service Now
• Knowledge of multiple technologies and frameworks
• Gathering requirements and converting BRD’s into technical requirements.
• Created design patterns & implementation plans for ServiceNow enhancements
• Experience supporting users remotely, over the phone and in person
• Knowledge of latest Mac, Windows, and mobile device platforms
• Knowledge of working with different kind of scripts in ServiceNow and their order of execution
• Experience working with email notifications, inbound actions, reports, gauges, and home pages
Burnham Brown, Oakland, CA 05/18 – 12/19
System Analyst
• Provide analytical and specialized technical support to attorneys and staff
• Direct Support of computer operations, user and individual device support (hardware and software), service desk, and data management.
• Collaborates with staff at all organizational levels for technical support matters
• Serve as a resource to others by orientation and training with in-house applications and software.
• Floor Safety Officer – Emergency Preparedness – monitoring training and safety programs for all staff
• Worked with HR to develop and deliver required safety training for the firm and maintained records
Stanford University, Stanford, CA 11/16– 4/18
Helpdesk IT Agent
• Support for University IT
• IT Ticketing System Remedy/Service Now
• Knowledge of multiple technologies and frameworks
• Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements
• Experience supporting users remotely, over the phone and in person
• Knowledge of latest Mac, Windows, and mobile device platforms
• Knowledge of working with different kind of scripts in ServiceNow and their order of execution
• Experience working with email notifications, inbound actions, reports, gauges, and home pages
• Ability to work well with Stanford colleagues and clients and with external organizations.
Systemart LLC, IPS America and Kelly I.T. Services (Contractor Agencies) 4/10 – 9/16
Salesforce Administrator
Key Assignments:
• Riverbed Technologies, San Francisco, CA:
o Drive process improvement, technology enhancements, automation activities and usability improvements.
o Improve sales productivity by enabling users through change management, training, support and education. Contract and Service Level Agreements.
o Work with sales to identify opportunities to utilize SFDC, to improve business process and results, and make recommendations for adoption of new features and software capability to all users.
• Contra Costa/Solano County FoodBank, Concord, CA:
o Reconcile and normalize records, update records in SalesForce.com
o Administrative Support and coordination of events
o Data Migration; configuration
• BIO-RAD Laboratories, Hercules, CA:
o Perform system administrator duties for CRM System (Salesforce.com)
o Importing and normalizing records and data in SalesForce
o Interface with Int’l Offices (Europe, Australia and Canada) for information in SalesForce; 1,200 Licensed users
o Data Migration; configuration; data modeling
o Assist in compliance with current health and safety legislation and/or regulations
o Coordinated registration and removal of hazardous waste (chemical/biological)
o Sampling techniques for industrial hygiene for air, surface or other environmental sampling for collection and analysis in chemical and microbiology labs
EDUCATION
COLLEGE OF ALAMEDA, Alameda, California
ITIL Certification, ServiceNow (Helsinki) Certification, 2016
COMPUTER LEARNING CENTER, San Francisco, California.
Diploma April, 1998. Associate of Science. Major: Computer Programming Technology GPA: 3.78.
AMERICAN INSTITUTE OF PARALEGAL STUDIES
Paralegal Certification (Medical Malpractice – Plaintiff and Defense)
ACADEMY OF HEALTH SCIENCES, U S Army, Ft Sam Houston, TX;
Tripler Army Med. Ctr., Honolulu, HI. Major: Clinical Specialist (LVN/LPN), Oncology