Melbia E Craft
Stockton,CA
Summary
Resourceful Network Technician with over 5 years experience maintaining complete infrastructure operations. Savvy insight balancing complex network hardware and software elements to meet critical organizational performance needs. Used troubleshooting and advisory skills to address security and operational concerns. Knowledgeable Desktop Support Analyst bringing over 10 years' experience in helpdesk support, Windows systems administration and endpoint device support. Competent in using technical skills and root cause analysis techniques to resolve failures and maintain user productivity. Desiring a long-term position with room for career advancement.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Network Support Technician
Stockton Unified School District
Stockton, CA
04.2024 - Current
- Installed, configured and maintained computer hardware, software and network components.
- Provided technical support to end-users for desktop applications and operating systems.
- Troubleshot hardware, software and connectivity issues remotely or onsite as needed.
- Set up conference rooms with audio and video equipment and ensured that it is working properly before meetings.
- Worked independently while coordinating project work and support functions with other team members.
Desktop Support Technician
TEKsystems
Tracy, CA
11.2023 - 03.2024
- Provided technical support to users regarding hardware, software and network related issues.
- Installed and configured hardware such as printers, scanners, monitors, keyboards and mice.
- Troubleshot computer systems to identify and resolve operating system and application problems.
- Assisted with the installation of new computers, peripherals and other IT-related equipment.
- Created detailed documentation of all tasks performed on user's computers.
- Resolved customer service requests in a timely manner according to established SLAs.
Desktop Support Analyst
Ashley Furniture Industries
Lathrop, CA
10.2019 - 08.2023
- Installation, maintenance, and support of IT equipment including (but not restricted to) laptops, telecom equipment, printers, scanners, thin clients, and workstations
- Managing Distribution Warehouse and Retail Site Infrastructure and Distribution Frame (MDF/IDF) audits and checks
- Racking and installation of Networking equipment
- Aided Network Engineers with Network maintenance projects
- Tracing and running cables, testing of Network circuits
- Performed Network breakout of Retail/Warehouse site
- SD-WAN conversion/installs at multiple sites
- Network Refresh of routers, switches WAPs
- Traveled to remote sites, Retail stores when necessary
- Document and track status of assigned projects progress to IT Manager, Project manager, project team
- Providing technical support/input to site and team projects and initiatives
- Provide technical support in diagnosing and solving problems by telephone or remote access; respond to trouble tickets according to urgency and priority levels
- Order supplies and maintain and track inventory; assist in asset management of personal computers, laptops, and related peripheral equipment
- Build and maintain positive working relationships with Senior Executives, co-workers and remote employees using principles of good customer service
- Provided on-site technical assistance, troubleshooting and repair of hardware, software and network issues.
- Responded to requests for technical assistance in person, via phone, electronically.
- Diagnosed and resolved technical hardware and software issues reported by users.
IT Support Technician
Amazon.com
Tracy, CA
09.2017 - 10.2019
- Carrying out execution of change management requests as required
- Installation, maintenance, and support of IT equipment including (but not restricted to) laptops, telecoms equipment, printers, scanners, thin clients and workstations
- Management of imaging of workstations and laptops
- Liaise with contractors or external suppliers
- Providing technical support/input to site and team projects and initiatives
- Conducting end user equipment trials and testing
- Undertaking ad-hoc requests and tasking as and when required
- The management Asset and Inventory management including checks / audits in line with global standards and processes including Return Merchandise Authorization (RMA) processes with suppliers
- Providing assistance to senior engineers as required
- Managing shift / daily infrastructure and Distribution Frame (MDF/IDF) audits and checks, including the production of shift / daily reports.
IT Support Specialist
S and S Supplies & Solutions
Fairfield, CA
09.2016 - 03.2019
- Field IT support requests identifying, troubleshooting, resolving, and documenting issues
- Assist in hardware and software deployment projects and rollouts
- Facilitate the onboard and off-boarding of employees
- Document, review, and improve existing or new procedures and workflows
- Interact with third party service providers and vendors as needed to support core duties
- Identify and escalate problems and opportunities for improvement
- Perform other related duties as assigned
- Participate in weekly on-call rotation
WSI Store Engineer
TekSystems
Rocklin, CA
09.2018 - 02.2019
- Responsible for upgrading, troubleshooting, and administering new switches, connecting devices (scanners, laptops, POS, other hardware) to the network, and servers
- Responsible for working with vendors (Level10, OnSite) to implement projects either remotely or over the phone
- Document and track status on assigned projects progress to IT Manager, Project manager, project team and direct manager
- Assigned Projects
- Mist WiFi Store Upgrade
- IPad MDM Provisioning
- Verifone reset / Media Push
Junior Systems Administrator
eWinery Solutions
Napa, CA
03.2015 - 11.2016
- Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems, and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups
- Create, change, and delete user accounts per request
- Experience in working with network operation and protocols: TCP/IP, DNS, LAN, and WAN equipment
- Providing management including opening/resolving end-user trouble tickets
- Provide Tier III/other support per request from various constituencies including investigating and troubleshooting issues
- Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities
- Configure and add new services as necessary
- Upgrade and configure system software that supports GIS infrastructure applications or Asset Management applications per project or operational needs
- Perform ongoing performance tuning, hardware upgrades, and resource optimization as required
- Configure CPU, memory, and disk partitions as required
- Maintain operational, configuration, or other procedures.
Desktop Support Technician
NapaStyle, Inc
Benicia, CA
08.2014 - 02.2015
- Perform Help Desk management including opening/resolving end-user trouble tickets
- New user setup including, but not limited to: computer, phone etc
- Windows: manage existing Windows servers including server maintenance, patches, upgrades, etc
- LAN: manage overall performance and troubleshooting, capacity planning and general maintenance
- WAN: manage overall performance, capacity planning and work with carriers in the event of troubleshooting issues
- Manage systems to acceptable performance levels and troubleshoot performance issues
- Manage backup systems.
Desktop Support Technician
Cognitim
Emeryville, CA
02.2014 - 08.2014
- Setup and configuration of mobile devices
- Assist with various projects
IT Technician
Plum Healthcare Group, LLC
Rocklin, CA
07.2013 - 01.2014
- Provided on-site and remote support to facilities within given territory
- Provided technical support in diagnosing and solving problems by telephone or remote access; respond to help desk trouble tickets according to urgency and priority levels; log calls into help desk database and use helpdesk software
- Build and maintain positive working relationships with Branch Presidents, Facility Administrators, co-workers, and remote employees using principles of good customer service.
Desktop Support Analyst
Robert Half Technology
San Francisco, CA
04.2011 - 09.2012
- Accept technical support calls to the I.T
- Department and log them in the Help Desk Tracking System
- Forward technical support issues that cannot be addressed by the Help Desk to the appropriate technician
- Troubleshoot and resolve end-user hardware, operating system, and software related problems
- Troubleshoot and resolve basic network and server access problems for end-users
- Troubleshoot and resolve issues with WAN, VLAN, firewall, VPN, etc
- Systems
- Troubleshoot and resolve issues with voice communications (i.e., PBX telephone) and voice mail systems
- Install and configure desktop computers, printers, and other desktop peripherals such as scanners, cameras, and PDAs; install and support various software and train customers in the use of hardware and software
- Deliver laptop computers, set up and train customers in their use
- Analyze failed equipment and perform repairs or return equipment to vendor, review and test vendor repairs
- Provide technical support in diagnosing and solving problems by telephone or remote access; respond to help desk trouble tickets according to urgency and priority levels; log calls into help desk database and use helpdesk software
- Participate in projects related to PC deployment, software and hardware procurement, or hardware consolidation
- Develop documentation and standard operating procedures as they relate to assignment
- Deploy and maintain mobile devices
- Perform research to resolve problems or refer to higher level staff
- Assist users with log-on authentication; instruct users in saving data and backing up systems
- Order supplies and maintain and track inventory; assist in asset management of personal computers, laptops, and related peripheral equipment
- Build and maintain positive working relationships with Senior Executives, co-workers and remote employees using principles of good customer service.
Education
Associate of Science - Computer Information Systems
San Joaquin Delta College
Stockton, CAAssociate of Science - Computer Networking
Ohlone College
Fremont, CA05.2022
Associate of Science - Applied Computer Science
Carrington College of California
Emeryville, CA10.2003
Skills
- Solarwinds, Zendesk, Servicedesk, ITIL ServiceNow
- Bomgar Representative Console
- Windows 10, 11, Server 2008, 2012
- Infrastructure Planning and Design
- Linux Server Ubuntu
- Systems Administration Software
- Active Directory Administration
- Windows Powershell
- Exchange, Office 365 Administration
- SQL, Remote Access Service, DHCP, PowerAdmin(DNS) Server
- Mist Systems Administration Console
- Verifone VHQ Management Console
- Switching Protocols
- Network Configuration
- Backup & Data Recovery Software
- Antivirus Software
- Cisco ISR / Catalyst / Meraki Routers, Switches, Wireless Controllers and APs
- VMWare VeloCloud
- Dell SonicWALL Firewall, Palo Alto Firewall
- PRTG, Spiceworks, ManageEngine, LogicMonitor, Wireshark, Nagios XI
- Equipment Configuration
- Interface Determinations
- Technology Upgrades
- Network Documentation Development
- Equipment Installation Coordination
- Integration Testing
- Network Hardware and Software
- Network Problem Solving
- Firewalls and Endpoint Security
Certification
- Certificate of Achievement in Computer Network Security Technician
- Cisco Certified Network Associate (CCNA) CSC012720203
- A+ Computer Technician COMP001020039990
- Comp TIA Network + COMP001020039990
- MCPS 7880442
- Maraki CMNO 003368
Accomplishments
- May 17, 2024 - Earned Certificate of Achievement in Computer Network Security Technician from San Joaquin Delta College.
References
References available upon request.
Timeline
Network Support Technician
Stockton Unified School District
04.2024 - Current
Desktop Support Technician
TEKsystems
11.2023 - 03.2024
Desktop Support Analyst
Ashley Furniture Industries
10.2019 - 08.2023
WSI Store Engineer
TekSystems
09.2018 - 02.2019
IT Support Technician
Amazon.com
09.2017 - 10.2019
IT Support Specialist
S and S Supplies & Solutions
09.2016 - 03.2019
Junior Systems Administrator
eWinery Solutions
03.2015 - 11.2016
Desktop Support Technician
NapaStyle, Inc
08.2014 - 02.2015
Desktop Support Technician
Cognitim
02.2014 - 08.2014
IT Technician
Plum Healthcare Group, LLC
07.2013 - 01.2014
Desktop Support Analyst
Robert Half Technology
04.2011 - 09.2012
Associate of Science - Computer Information Systems
San Joaquin Delta College
Associate of Science - Computer Networking
Ohlone College
Associate of Science - Applied Computer Science
Carrington College of California
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