Qualification Highlights
Insightful, results-driven IT professional with notable success directing a broad range of Desktop Support initiatives while participating in planning, analyzing, and implementing solutions in support of the business objectives.
Excels at providing comprehensive customer service while meeting contract Service Level Agreements (SLA’s). Experienced in customer service planning execution, customer and vendor relations, account and territory maintenance, capital asset management, staff training and supervision, human resource/team development.
Hands-on experience managing all stages of customer and network support efforts, ensuring that incidents and service requests are completed or resolved in a timely manner, including testing and repairs.
Outstanding project and program leader; able to manage and coordinate all phases of project-based efforts while managing, motivating, and guiding teams. Refined skills in project planning, modeling and spearheading pilot projects.
Growth oriented pc and laptop support professional with engineering and project management experience. Dynamic leader with expertise in competitive environments. Extensive background solving business problems, Information Decision Support Systems (i.e. Data Warehousing), consumer billing, networking provisioning systems for public/private telecommunications networks, and automating/engineering processes.
Positive influence and quick learner with an ability to rapidly achieve organizational integration, assimilate job requirements and employ new methods and technologies. Energetic and self-motivated team player/builder/mentor. Expert in expediting projects with very tight timelines. Willing to travel and/or relocate.
Expertise in strategic planning, workflow streamlining, and concurrent project oversight.
Strong communication with the proven ability to work efficiently in both independent and team environments. Adaptable and efficient in work situations with changing responsibilities.

Employment History

ON Semiconductor
23400 NE Glisan St. November 2010 – Present
Job Title – IT Systems Administrator / Desktop Support Hours per week = 40-45
Manager – Richard Savillexxx-xxx-xxxx

Current Job Scope (solo IT Support tech for everything listed below)
700+ Desktop supported HW systems in 4 buildings on 80 Acres
Office 131,100 ft2 office/support space (all levels)
6,346 ft2 OB-1 Cleanroom Space (wafer sort, test and qualified silicon)
21 Conference room pc’s and A/V projectors systems (DSS supported)
510+ Office pc’s and laptops (DSS Supported)
Fab 233,324 ft2 (all levels)
120+ FAB Ops pc’s (DSS Supported) in 59,700 ft2 clean room environment
CP-1 Processing 91,900 ft2 (all levels)
32,000 ft2 Fab processing (Thin Films and Implant)
34 FAB Ops pc’s, 24 Training pc’s (DSS Supported)
EC-1 & EC-2 34,300 ft2 EC-1 total area (phase 1), 9,300 ft2 EC-2 total area (phase 2)
12 Facilities SCADA pc’s for safety monitoring. (DSS Supported)
Computer / Laptop Support
Installation, administration, maintenance, troubleshooting and upgrade of computer hardware, Operating System software and applications in a Windows desktop and server environment.
Create and maintain all standard personal computer images to ensure compatibility with company standards which includes the maintenance of the image library.
Advanced hardware and software troubleshooting skills
Experience with HP, IBM, Lenovo and Dell laptop/desktop hardware
Experience supporting SMS/SCCM client software
Outlook/Exchange email, MSO 2007 & MSO 2010
McAfee
Network Administration
User accounts – New user setups, Profile changes, add/remove Group memberships, Password maint., Delete\disable user accounts.
 Computer accounts – Create/add/remove pc names, OU management.
Network Printers / management
Monitor\Manage network printer status, Call\manage vendor support
Network Wiring and Telecom punchdowns
Add\move\modify all Office bldg and FAB bldg pc network wiring. (Call\manage vendor support)
Add\move\modify Office bldg and FAB bldg desktop phone wiring.
Change\modify network switch settings for Office and FAB buildings
 Change\modify phone switch settings
 Support\service all Office bldg and FAB bldg phones
Cell Phones and Pagers
Corporate Cell Phones \ Setup and Support including corporate e-mail, config and admin on about 60 devices
Order\Setup\Configuration of all pagers (about 760 devices)
Support\troubleshoot\ all pager issues
Maintain and Return all damaged or unused pagers and accessories
Conf. Rooms \ Audio Visual Support
 Setup and support audio and projector for CP1 “All Hands” meeting area.
 Service and support all conf. room projects\wiring\and equipment
Asset Management
Order \ Maintain all HW supplies, accessories, and inventory.
Pickup all old HW assets and prep for recycling – (remove memory and HDD’s)
Update and Maintain accurate asset tracking.
Server Skills (within a production environment)
Experience administering and supporting user and machine accounts in Active Directory, DNS, WINS, DHCP.
Supporting Microsoft Exchange 2003, BES server and Mobile Iron server administration
Experience performing file server and share permissions setup/changes

Affiliated Computer Services Inc. @ Nike WHQ
3935 Northwest Aloclek Place, Hillsboro, ORxxx-xxx-xxxx June 1995 – May 2008
Job Title - Supervisor, Desktop Support Services Hours per week = 40-45
Manager – Paul Stricklandxxx-xxx-xxxx

Key Supervisor Achievements
Managed technical, operations, and training support to users of the company's personal computers (mainly HP, Dell, and IBM) relative to desktop hardware and software packages. Able to manage multiple priorities.
Managed SLA reporting to insure service tickets met contract service level agreements.
Managed the desktop technical support staff and vendors providing on-site and remote analysis, diagnosis, support and resolution to complex PC problems related to the Desktop pc’s and laptop hardware and software.
Supervised the provision and distribution of hardware and oversaw the coordination of repairs.
Accountable for and assisted with the coordination of Installs, Move, Add, Change (IMAC / MAC), repair, and asset management activities related to Desktop pc support environment.
Managed the installation and testing of personal computers, printers, and other peripherals; configuration of operating systems, and applications software programming.
Helped manage centralized services such as Active Directory, DHCP, User Accounts, AD permissions.
Met or exceeded expectations in all areas including hiring, performance reviews, education, and termination decisions. Conducted reviews at midyear and year-end intervals.
Implemented and maintained standards and policies. Created and analyzed monthly Customer Service reports.
Responsible for coordinating employee recruitment, selection and training, performance assessment, work assignments, and recognition/disciplinary actions.
Managed inventory of company assets, tracked new equipment deployments and the movement of assets.

Key Achievements: Project Management / Event Planner / Crisis Management
Managed, planned, directed, and supervised the team to provide support to specific territories or internal IT projects.
Assigned tasks and projects as needed. Ensured that approved projects were implemented and supported. Ensured that projects were completed following established procedures, schedules, and work plans.
IT Event planner and organizer. Planned and organized staffing and resources for IT offsite events.
Managed several IT projects involving large numbers of system deployments:
3 times involved with laptop refresh projects for the Nike US Sales group – (500 – 800 laptops)
2 times with pc and monitor refresh for Nike Footwear - (200 pc’s and 100 LCD monitors)
Managed projects involving setting up remote business office environments with high speed connections back to the corporate WAN for Nike US Sales:
Found way to save 80% cost on resourcing pc’s for the events.
Increased business functionality by incorporating high speed network connections into the corporate WAN and adding BWC printers and color laser printers.

Key Desktop Support Achievements
Supervised and provided technical support for all aspects of the Hardware and Software for an 1800 node environment with a 60/40 cross mixture of desktop pc’s and laptops.
Resolved desktop hardware & software problems, ensuring all technical and support issues were addressed in the time allotted in accordance with contract SLA metrics. Escalated problems to appropriate business partners on an as-needed basis.
Performed the delivery process of desktop hardware and software, assisting with user training, development, and problem resolution.
Develop ways to help others learn and understand technical concepts. Solved complex problems with innovative solutions. Liaison for various network support and network administration tasks for the customer site. Acted as a liaison between the business clients and the back-end support groups (i.e. NT-Server Support, Network Admin, DNS, ect.) supplying locally relevant information to the network administration, security and support groups.

MILITARY
UNITED STATES ARMY
Ansbach, West Germany
31S30 Field Cryptographic Repairman - Thirty-six weeks of basic and advanced electronic training as a Cryptographic Repairman in the U.S. Army. Electronic troubleshooting to component level. Training included theory and application of electronic component and circuit functions. Training in isolation troubleshooting techniques included the proper uses of test equipment such as, but not limited to: oscilloscopes, analog & digital multimeters, breakout boxes, relay calibrators, data scopes and soldering irons. Honorable discharge.

Education / Professional Training
College: Portland State University / School of Extended Studies
BM625-STRATEGIES FOR MANAGING TRANSITION / March 24, 1998
BM627-SUPERVISION ESSENTIALS / March 25, 1998
BY531-SYSTEMS THINKING / October 22, 1998
BE519-CUSTOMER-CENTERED LEADERSHIP / December 9, 1998
BE620-DELIVERING CUSTOMER-CENTERED SERVICE / March 10, 1999
BV126-PERFORMANCE REVIEW / April 17, 2002
October 2008 - Passed the Washington state insurance license testing for life and disability. Licensed agent; WAOIC# 732989.
Technical Qualifications
Active Directory MS-DOS TCP/IP Dameware
DHCP Support MS Exchange & OWA Citrix Anti-Virus
LAN/WAN MS Office 2K3-2013 MS Excel Oracle & Excel ODBC
SMS Crystal Reports PC/SQL Servers Network Printers & Servers
File Security Andriods /iPhones RACF/LDAP SysAid &Remedy
Wireless VNC / RDP XP – W7 (32,64) Windows NT /2000