Professional Experience
Dear Prospective Employer,
I am writing to you because I believe my training, experience, and proven ability as a Technical Support Specialist and Help Desk Technician will allow me to significantly contribute to your company’s IT division technical and training needs.
In reviewing my attached resume, you will note that I have acquired valuable experience in all facets of troubleshooting, installations, and maintenance for various desktop operations, hardware, and software. I possess a unique talent for delivering highly complex technical information into terms and concepts that the end users can readily grasp. Furthermore, I am multi-task oriented, enjoy a challenge, and continually stay abreast of the latest advancements in the IT field.
If you are seeking an IT professional who has excellent people and problem solving skills and can easily provide optimum training and support to your MIS operations, then please consider what I have to offer.
I believe it would be mutually beneficial for us to meet and discuss the goals of your company and how my technical abilities can help you achieve those goals.
Thank you for your time and consideration.
Sincerely,
Isaac Garcia
(626) 935-9480
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Qualifications
Dynamic, results-oriented, and talented IT professional with over 10 years of visible achievement in both customer-driven and technological industries. Expert troubleshooting skills combined with effective communication, training, quality control, asset management, and accurate needs assessment abilities to consistently contribute to increased productivity.
Technology Knowledge
Operating Systems: Win 2000, Win 2000 Server, Win XP, Win XP Server, Win Vista
Software: MS Office Suite (ex. Word, Excel, Outlook, etc…), Crystal Reports, MS Visio, MS Project, Adobe Photoshop, Adobe GoLive, Macromedia Dreamweaver
Languages: HTML, XML, ASP, JAVA, Flash, PHP
Database: MySQL, MS Access, Filemaker Pro
Mobile: Blackberry, iPod, Various Smart Phones
Network: Familiar and competent with DHCP, IP, WAN, LAN, and Active Directory
Professional Experience
Freelancing | January 2009-Present
Freelancing Technical
- Provide technical support and technical training to small businesses such as networking, wiring, and application. Developed full functional web and ecommerce sites for small businesses, independent record labels, and musical artist.
Cohen Brown Management Group | May 2006 –January 2009
Help Desk Coordinator
-Provided computer, telecommunication, and mobile phone/PDA (training/support) to company owners, internal users, and remote offices in England, South Africa, Germany, Australia, and Canada. Provided network, desktop, telecom, peripheral, and application support in Spanish to Latin American countries such as Mexico and Brazil. Created policies, procedures and “how-to” manuals for the Help Desk; including best practice manual for new technological hardware and software.
Freelancing | May 2004-May 2006
Freelancing Technical
-Developed/Assisted in full-functional websites for independent record labels and independent musical artist. Produced ringtone masters for independent artists using various formats and distributed to content managers in a timely manner.
Sprint PCS | April 2004- Dec 2005
Technical Service Rep
-Maintained and managed the back-office of the highest customer/technical service traffic store in Southern California. Test and troubleshot PCS phones, warranty analyses, and computer network maintenance. Tested multiple phones with new newly released ringtones. Responsible for and maintain over $750,000 worth of inventory. Trained customers on new mobile devices.
Blue Chip Computer Systems | Sept. 2003- March 2004
Service Manager
-Managed 4 field technicians. Coordinated projects such as implementing network and telephony infrastructures. Implemented Windows network using Windows 2003 and Active Directory. Implemented TeleVantage phone systems. Trained users in English and Spanish on software programs and telephony systems. Installed and set-up warehouse speaker paging system and PA’s.
Advanced Bionics Corp. | April 2001- April 2003
Help Desk Analyst/Telecom Analyst
-Built user confidence in contacting the Help Desk during company re-organization. Implemented Help Desk and Asset Management software; Track-It 4.5 and successfully upgraded to Track-It 5.0. Trained, created policies, procedures, and service level agreements for the Help Desk and IS Dept. Created various reports for management on recurring issues, monthly statistics. Assisted the Telecom Analyst as a back-up in the Mitel Phone System. Developed, designed, and maintained the corporate intranet. Worked directly with Sprint, Verizon, and Nextel for customer related issues and programming. Assisted various departments on report development using Crystal Reports
Rydek (Freelancing) | Jan. 2001 – Feb. 2001
PC Support Specialist/Help Desk Analyst
-Assisted the IT staff in a massive company move of 250+ workstations.Installed and tested that computer peripherals such as handheld devices, printer, scanners and network connections were active and operable.
People Support | March 2000 – Dec. 2000
Help Desk Analyst/Telecom Analyst
-Provided technical training, resolution and customer service principles for departmental staff and corporate clientele with minimal supervision. Performed as an integral part of the Help Desk while increasing the productivity of the IT support team. Provided 1st and 2nd level technical support while working in a complex network of 500+ desktops. Assisted in the creating of the corporate website.
Los Angeles Unified School District | May 1999 – March 2000
Teacher’s Assistant (Computer Lab)
-Provided technical resolution and training for staff, faculty, and students from K-5 grades. Responsibilities included technical support for PC/Mac, instruction, and supervision. Provided training to faculty/staff in new hardware and software technology such as digital cameras and Adobe Photoshop. Implemented and designed peer-to-peer networking infrastructure in three computer labs.