R E S U M E
Nadine Espinoza
266 Woodland Ave
Manchester, NH 03109
Nadine_espinoza@yahoo.com
603-858-2390
Education:
Southe...
Dartmouth Hitchcock Medical Center
Southern region, NH July 2013 – April 2014
IS – Applications End User Support (Consulta...
• Diagnose why a user can’t access something (Exchange Email, a website, VPN…)
• Move a computer
• Adjust the resolution o...
Skills
Skills Performance / Behavior Knowledge Experience
Communications
(listening, verbal,
written)
Exceptional listener...
Creativity solutions and resolve
complaints
Teamwork Resourceful team player who
excels at building trusting
relationships...
Creativity solutions and resolve
complaints
Teamwork Resourceful team player who
excels at building trusting
relationships...
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Nadine Espinoza R E S U M E

Published on: Mar 3, 2016
Source: www.slideshare.net


Transcripts - Nadine Espinoza R E S U M E

  • 1. R E S U M E Nadine Espinoza 266 Woodland Ave Manchester, NH 03109 Nadine_espinoza@yahoo.com 603-858-2390 Education: Southern New Hampshire University, Manchester, NH Bachelors Degree Completed 02/11 Major: BS in Information Technology (with a concentration in Business Studies) GPA 3.85 Hesser College, Manchester, NH Associate’s Degree completed 02/04 Major: Micro Computer Specialist GPA 4.0 Activities/Honors: Member of Delta Mu Delta International Honor Society Member of Alpha Sigma Lambda National Honor Society Member of Phi Theta Kappa International Honor Society Featured in the 2003-2004 National Dean’s List for outstanding academic achievements Co-founder of The Dorrs Pond Preservation Society Est. 1995 a non-profit organization Professional Experience St Mary’s Bank 48 Perimeter Rd June 2014 – December 2015 Desktop Support Specialist (Consultant) Support of all existing software/hardware and installation and support of all new software/hardware for 9 branches (Approx. 420 PC’s) • Complete conversion from banking software (Jack Henry) to credit union software (Episys and Meridian Link) including all new peripherals • Team Lead for several conversion related projects • Use of iSupport Ticketing system • Remote access through DameWare, RDP and LANsweeper • Support of Magtek 500 and 1000 devices • Reconciled inventory for all pc’s and peripherals • Managed all Cisco VPN and RSA Security Connections for mobile devices • Imaged PC’s through Ghost • Assisted with Cisco unified communications rollout • Troubleshot post conversion hardware and software issues • Printer support
  • 2. Dartmouth Hitchcock Medical Center Southern region, NH July 2013 – April 2014 IS – Applications End User Support (Consultant) Windows 7 migration from Windows XP for the entire southern region: • Locate every unit still on Windows XP within 8 buildings • Create tickets in Cherwell Services ticketing system • Send E-mail Notifications • Back up data for each user • Image each unit with Windows 7 through Ghost • Replace any monitor under 19 inches • Restore Data to unit • Train user on the differences • Set up any additional software / hardware • Make final corrections to the database, Active Directory and the Sophos security system Measured Progress, Inc. Dover, NH 2012 – 2013 Service Desk Tier I (Consultant) Primary help desk personnel are expected to perform the following: • Review all unit IT Help Tickets (monitor and manage a unit-dedicated help queue) • Receive all phone calls to the Service Desk and create tickets as required • Manage all user accounts in Active Directory • Obtain more detailed information about the help request in order to diagnose the issue • Determine which Help Tickets can be fixed by local Tier 1 personnel. • Diagnose why a user can’t access something (Exchange Email, a website, VPN…) The Timberland Co. Stratham, NH 2011- 2012 Service Desk Tier I (Consultant) Primary help desk personnel are expected to perform the following: • Review all unit IT Help Tickets (monitor and manage a unit-dedicated help queue) • Receive all phone calls to the Service Desk and create tickets as required • Manage all user accounts in Active Directory • Obtain more detailed information about the help request in order to diagnose the issue • Determine which Help Tickets can be fixed by local Tier 1 personnel. • Install software • Troubleshoot why a piece of software isn’t working • Update software that cannot be patched through automated functions • Check computers that are not correctly receiving/implementing automated updates • Set up VPN so users can access the network from the office, home or on the road
  • 3. • Diagnose why a user can’t access something (Exchange Email, a website, VPN…) • Move a computer • Adjust the resolution of a monitor • Replace mice, keyboards, other peripherals • Respond to all printer issues. • Inform users when there is a problem, if a planned down time or upgrade will affect them (Exchange, Network connectivity, hosted server upgrades, …) • Build and maintain a pool of spare computers and equipment SDC Solutions, Manchester, NH 2006-2009 A Level II Support Engineer for domestic and international customer base using applications on their networks. SDC is a software development company offering mission-critical, real-time Computer Telephony Integration (CTI) solutions and unparalleled customer satisfaction to hospitals, universities, hotels, and corporations around the world. • High level secure customer service provided through many platforms including but not limited to PCAnyWhere, WebEx, Remote Desktop, Cisco VPN’s, VNC, Direct Connect L2L connections and many others. (*) • Quickly accessing the servers and diagnosing the issues stemming from any number of causes. Examples include: Network speed, dropped connections to the network, equipment failure, and log in issues or third party vendor issues. • Issues with the individual consoles are resolved with the user on the line to assure satisfaction. • Resolving the issues in a real time application to allow the customer to resume work while the possible causes are being diagnosed. • Provide support for maintenance to the servers. Including the setup and follow-up of Network and local back up for the databases that are being used by our applications. • Provide solutions to customer concerns by aiding and training in configuration of the applications to their current specifications. (* Required to work on any Windows Operating System that the customer has on site) Qualxserv, Tewksbury, MA 2005-2006 Field Service Technician Travel to customer site and repair hardware of either desktop or laptop Dell computers. Verify functionality with customer. Work with Dell tech support when a problem arises to assure customer satisfaction. • Certified by Dell to work on Dell Desktop Foundation, Dell Inspiron Foundation and Dell Latitude Foundation • Received notification of customer issue and contacted the customer to schedule an onsite appointment within 24 hours • Retrieved parts at local shipping vendor and proceeded to customers’ location. • Greeted customer with professionalism and respect. • Replaced the suggested part and tested. • If the issue was not resolved I provided on site troubleshooting and ordering of the appropriate part. • Return the following day to complete the job if necessary. • Shipped the faulty parts back to the supplier. • Provided this service to New Hampshire and Vermont
  • 4. Skills Skills Performance / Behavior Knowledge Experience Communications (listening, verbal, written) Exceptional listener and communicator who effectively conveys information verbally and in writing. English - In person, on the phone, over the computer Years of in home computer support followed by phone and direct connect support Analytical/Research Highly analytical thinking with demonstrated talent for identifying, scrutinizing, improving, and streamlining complex work processes Application tech support Hardware tech support Years of trouble shooting application errors as well as any and all hardware issues Computer/Technical Literacy Computer-literate performer with extensive software proficiency covering wide variety of applications Microsoft Suite, Visual Basic, Java Multiple methods of direct connecting to computers Years of using Microsoft products and tools and strong internet skills Leadership/ Management Goal-driven leader who maintains a productive climate and confidently motivates, mobilizes, and coaches employees to meet high performance standards Academic courses Able to manage a groups of students Planning/Organizing Results-driven achiever with exemplary planning and organizational skills, along with a high degree of detail orientation Academic training, Support Technician Able to multi-task many open tickets and properly document each event effectively and efficiently Problem- Solving/Reasoning/ Innovative problem-solver who can generate workable Support Technician Live one on one tech support problem
  • 5. Creativity solutions and resolve complaints Teamwork Resourceful team player who excels at building trusting relationships with customers and colleagues Support Technician Team Worked with a support team to resolve complex computer issues
  • 6. Creativity solutions and resolve complaints Teamwork Resourceful team player who excels at building trusting relationships with customers and colleagues Support Technician Team Worked with a support team to resolve complex computer issues

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