DORE FUNCHES
Hayward,California
Summary
Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology.
Overview
12
12
years of professional experience
Work History
IT Support Specialist
Stanford University
09.2015 - Current
- Provide customer service to alumni, donors, students, staff and faculty via email, phone or ticketing system for issues
- Document common solutions and add them to a knowledgebase
- Provide support for remote users who work at home, travel, or work from a remote office, using remote management tools (i.e
- Zoom and Bomgar Remote Support
- Used ticketing systems to manage and process support actions and requests. (Service Now & JIRA)
- Provided both phone and onsite support for all devices including mobile devices, notebooks, printers, PCs, and network hardware
- Identify repetitive problems that result in customer service issues and work with other Technology Support and Training team members to determine the root cause and resolve them.
- Delivered onsite technical support for 100+ employees
IT Assistant Systems Specialist
Genentech
09.2013 - 06.2015
- Provide first and second level support for multiple enterprise applications including: e-mail, calendar/scheduling, word processing, spreadsheets, presentations, Internet browsers, backing up data as well as department-specific specialized applications
- Install, identify and resolve hardware and software applications conflicts, along with service and request tickets.
Field Technician
Comcast Corporation
07.2011 - 12.2012
- Installation, Wiring, Reconnecting, Adding/Changing Service, Troubleshooting, Customer Education
- Video/Phone/Internet Installed and configured both home and business networks
- Troubleshoot servers, LAN, and wireless networks.
Education
Information Technology
Heald College
San Francisco, CaliforniaGraphic Design
Art Institute of California
San Francisco, California2010
Skills
- MAC OS WIN OS
- Hardware Evaluation
- Firmware Development
- Helpdesk Call Support
- Remote Access Software
- Hardware Replacement
- CRM Platforms
- Office 365
Timeline
IT Support Specialist
Stanford University
09.2015 - Current
IT Assistant Systems Specialist
Genentech
09.2013 - 06.2015
Field Technician
Comcast Corporation
07.2011 - 12.2012
Information Technology
Heald College
Graphic Design
Art Institute of California