Skills & Objective:

Strong analytic skills, excellent verbal and written communications. Proficient in PC desktop skills. Flexible, enthusiastic, and ability to work in a fast paced environment. Ideal position would be one in which I can utilize my diverse computer skills and previous work experience in a challenging, high volume, growth potential environment.

Education:

Diablo Valley College, Bachelor's Degree - Computer Science & Programming, June, 1995

Skills:

* Extensive working knowledge of computers
* Installation and formatting of hard drives
* Troubleshooting, operation and repair techniques
* Peripheral device installation, set up and maintenance
* Excellent mechanical aptitude and an affinity for detail
* Vast knowledge and installation of different types of software

Experience:

Wells Fargo April 1997 - present
Provide second level technical support for bank systems and/or on-line products. Respond to calls that have been escalated from front-line technical agents related to bank systems and hardware or software problems. Work with vendors and/or third party technical support departments of external companies to resolve problems. Follow up on all problems from initial escalation through resolution. Provide technical feedback to third level technicians to assist in escalated problem resolutions when they occur. Actively participate in the training of new agents. Perform troubleshooting duties on a wide range of hardware platforms, (may include mainframe, PC, MAC and Laptops) and software operating systems (may include DOS, Windows 3.x/95/98/NT/ME/2000, MAC, and UNIX). Product expertise for different on-line financial services channels (all versions of Quicken, all versions of MS Money, and Internet banking); and handle technical and advance usage questions from the customer base of over 4,500,000. Utilize advanced customer service skills to communicate technical information/solutions to non-technical customers. In addition I perform the task of Repartee Supervisor queue. This consists of reviewing, correcting and/or rewriting and approving repartee (technical e-mails requesting assistance), answered by employees within the 2nd Level Technical Support department. I also assist in the training of agents in Money, Quicken and browser issues for the First Level New Hire Training classes.

Aerotek June 1996 - April 1997
Temporary contract for the above job.

System One January 1996 - June 1996
Assistant System Administrator at Montgomery Watson engineering. I was responsible for the maintenance and troubleshooting of hardware and software on a network serving approximately 200 users. Performing daily support of end-users, offering assistance with computer operation to other staff members, solving technical problems, and conducting research, when necessary, to provide resolution. I was involved in various aspects of network administration, such as user account maintenance, software installation, relocation and inventory of computer equipment, data management, and maintenance of networking hardware. I was also responsible for the setup and operation of PC hardware and software, for the following workstation operating systems: Microsoft DOS, Windows 3.x/95, and Macintosh.

Active Images Production October 1993 - December 1995
Owner: My responsibilities included but were not limited to personnel, inventory, profit & loss control, and shipping & receiving. Also worked in the productions of wedding, music, training, educational, PSA's and various other types of video productions. Installed software and hardware. Setup, operated, maintained and performed troubleshooting on IBM and Amiga computers. Worked on assignments utilizing databases, spreadsheets, word processing and desktop publishing, when needed.

Contra Costa County Office of Education May 1990 - September 1993
My responsibilities included taping incoming teleconferences from satellite equipment. Duplicating, packaging and shipping them and various other types of film, audio and video tapes. Video production, including editing, titles and graphics as needed. Installed, maintained and operated on-line networks on Macintosh, Apple/IIe, and Amiga computers. Troubleshooting and repairs on Macintosh, IBM and Amiga computers. Inventory and preventive maintenance of equipment.

Software Etc. November 1986 - March 1993
Manager: My responsibilities included but were not limited to personnel, inventory, profit & loss control, providing technical support for customers in store and over the telephone, shipping and receiving, cashiering, and sales and demonstrations of Amiga computers, all brands of electronic video game units and cartridges. Sales and demonstrations of Macintosh, Apple, Commodore 64, Amiga, IBM and IBM compatible software and books, also sales of accessories for computers, printers, game units and a few general office supplies. I stayed on in a part-time position after taking job with CCCOE.