David Eklove
Pittsburg,CA
Summary
Dynamic IT professional with a proven track record at Optum, delivering exceptional technical support and achieving a 95% first-call resolution rate. Skilled in Active Directory management and customer service, I enhance system reliability and user satisfaction through effective troubleshooting and training, driving operational efficiency in fast-paced environments.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Internship
Full Circle of Choices
Cancord, California
01.2024 - 01.2025
- Delivered onsite and remote Windows support through Active Directory, improving system reliability and raising end-user satisfaction scores by 20%.
- Executed system upgrades utilizing TCP/IP protocols, boosting network performance, and reducing downtime incidents by 30%.
- Assisted in the administration of WAN/LAN infrastructure with UniFi Access Points, strengthening connectivity, and enhancing overall network efficiency.
Desktop Support Specialist
Optum serving John Muir Health, CA
CA
02.2023 - 08.2023
- Delivered Tier 1 and Tier 2 technical support for over 500 end-users, resolving hardware, software, and network issues with a 95% first-call resolution rate.
- Administered Active Directory accounts, security permissions, and workstation setups, reducing access-related downtime by 30%.
- Partnered with clinical and administrative staff to troubleshoot mission-critical applications, ensuring uninterrupted healthcare operations and compliance with HIPAA standards.
Computer Technician
Futures Explored Inc.
Concord, CA
10.2015 - 02.2023
- Provided technical support for over 200 staff and program participants, diagnosing and resolving hardware, software, and peripheral issues with a 90% same-day resolution rate.
- Configured, maintained, and upgraded computer systems and networks, improving system reliability and reducing recurring technical issues by 25%.
- Trained employees and program users on technology best practices, enhancing digital literacy, and minimizing repeat support requests.
Education
A.A.S. - Network Technology
Heald College
Concord, CA06.2007
A.A.S. - Information Technology (Network Systems Administration)
Heald College
Concord, CA10.2006
Skills
- Technical Support & Troubleshooting
- Hardware & Software Installation
- Active Directory & User Account Management
- Network Connectivity & Printer Configuration
- System Upgrades & Maintenance
- Help Desk & Ticketing Systems
- Classroom & AV Technology Support
- Documentation & Knowledge Base Creation
- Customer Service & End-User Training
- Time Management & Multitasking
Certification
- CompTIA A+ Certification, COMP001003666425, 01/01/05
- Microsoft Certified Professional – Windows 2003 Server, 05/01/07
- Microsoft Certified Professional – Windows XP, 03/01/07
Timeline
Internship
Full Circle of Choices
01.2024 - 01.2025
Desktop Support Specialist
Optum serving John Muir Health, CA
02.2023 - 08.2023
Computer Technician
Futures Explored Inc.
10.2015 - 02.2023
A.A.S. - Network Technology
Heald College
A.A.S. - Information Technology (Network Systems Administration)
Heald College