This document provides a summary of Pauline Spitz-Herbach's professional expertise and experience in information technology. She has over 15 years of experience in desktop support, help desk support, imaging, project coordination and management. Her technical skills include Windows, Active Directory, Office, networking, virtualization and service ticketing systems. She has worked with many large companies supporting thousands of users.

1. Pauline Spitz-Herbach
27771 Via Rodrigo
Mission Viejo, CA 92692
949-215-2911
510-825-1882 cell
pesh61@gmail.com
Professional Expertise:
Network Plus Certification, Consulting,Help Desk,Desktop Support, Windows XP/Vista/7/8, Active
Directory, SCCM, Office 2K7/2K10/2K13, Lotus Notes, QuickBooks, MS Project, Visio, Internet Explorer,
TCP/IP,servers,desktop workstations, laptops, Android Phone and tablets, printers, scanners,modems,
switches, routers, video conferencing equipment, Service Ticketing software: SupportMagic, Remedy,
Vantive, TrackIT,Cherwell and Project Management, Procurement,Vendor Management , IT Facilities
Management, Moves, Adds, Changes and Project Management.
Professional Experience:
Apex Systems@Lucille Packard Childrens Hospital
Air Traffic Controller 4/15-Present
1. Scheduling and dispatching field service technicians using Service Now
2. Mentoring technicians both in field services and the service desk
3. Handle all bitlocker and box tickets
4. Analytics for field services, service management and national workflow
REMIX@ Bank ofthe West
Service Request Administrator 4/14-11/14
1. Direct Service Requests to their correct organization for resolution.
2. User and approver adds and changes in the database.
3. Recommendation reminder email letters to approvers.
Spectraforce@ PG&E
Desktop Support and Project Coordination 10/12-1/14
1. Windows 7 Enterprise wide deployment with updated versions of the user’s applications on
laptop and desktop Dell branded equipment. Images were on SCCM server with most
applications packaged on it as well.
2. Standard face to face with users backing up their data and restoring either to upgraded hard drive
or new equipment based on PG&E lifecycle rules.
3. All project coordination duties for the Hayward Depot,such as all paperwork, scheduling, user
contact, mapping directions to locations, etc.
Actionet@FAA
Desktop Support 03/12- 05/12
1. Desktop Support of Fremont, CA facility. Including: Office 2010, Internet Explorer, Lotus
Notes, and various Databases.
2. Used Remedy for the ticketing system.
3. Used SCCM for imaging.
Mherbach.com 06/03 - Present
IT Partner wide range of users
1. As a partner in mherbach.com, a family owned consulting firm, dealing primarily in computer and
accounting issues on a part time basis. My expertise dealt with the computer side of the business. I
setup both wired and wireless networks as well as configuration of various computer equipment. I
supported hardware,networks, VoIP,including installations and upgrades. I facilitated IT
purchasing for small businesses as well as interfacing with their IT Equipment and Software vendors.
2. Used SCCM for imaging user’s workstations and laptops.

2. 3. In addition to onsite support, I provided phone support for various applications both commercially
available and proprietary on the windows platform.
4. During a special consulting project I provided project management and online support for a Fortune
100 corporation for the installation of a major software update.
5. Help Desk issues with Active Directory, Windows, Exchange, file folder access,Virus Updates,MS
Outlook, MS Office 2000/2003, etc.
Harris IT Services at Onizuka AFS 02/08-8/11
Desktop Support Tecnician 350 pieces
1. Rolled out successive stationwide equipment rollouts of desktop and laptop equipment primarily
Dell, Gateway and HP/Compaq using both SMS and SCCM.
2. Imaged each piece of equipment with USAF Desktop Image, tracked project via excelspreadsheet,
provided follow-up phone support for users.
3. Help Desk issues with Active Directory; adding accounts, groups, adding computers and adding
them to the correct groups in AD; Windows, Exchange; creating mailboxes and adding users to the
correct group mailboxes; file folder access,Virus Updates, MS Outlook, MS Office 2000/2003, etc.
4. Tracked all service issues using Remedy ticketing software.
5. Provide Video Conferencing support for Base Commander.
6. Oracle Client/SQL/Access support.
7. ITIL Training
8. Desktop Support for all workstations on station.
BBSI at Boston Scientific 11/07-02/08
Project Coordinator for Sales Engineering
1. As the Project Coordinator for the Connected Data Protector and Safeboot software rollout, I
was responsible to maintain the installation schedule, creating and maintaining spreadsheets,
reminding users to comply with the installation schedule and also assisting with enlarging
the project to encompass more users. Used SCCM for this deployment.
2. Created project proposal documentation with photos and other graphics.
3. Gave phone and email support to users to assist them with the installations and compiling
and publishing reports.
4. Advanced use of Adobe Acrobat Professional, MS Excel, Project and Outlook for
scheduling users.
W.A. Hynes & Company, Inc. at Visa 07/06 – 03/07
Project Coordinator 4000 laptops
1. As the Project Coordinator for the Connected Data Protector and Safeboot software rollout, I
was responsible to maintain the installation schedule, creating and maintaining spreadsheets,
reminding users to comply with the installation schedule and also assisting with enlarging the
project to encompass more users.
2. Gave phone and email support to users to assist them with the installations and compiling and
publishing reports
3. Advanced use of MS Excel, Project and Outlook for scheduling users.
4. Help Desk issues with Active Directory, Windows, Exchange, file folder access,Virus Updates,
MS Outlook, MS Office 2000/2003, etc.
Remix IT at McKesson 09/05 – 02/06
Laptop Rollout Technician/Project Coordinator/Follow-up Support 500 laptops
1. Rolled out Dell 610 Laptops to newly acquired sales force.
2. Imaged each laptop with McKesson XP Pro image, tracked project via excel spreadsheet,provided
follow-up phone support for users.
3. Help Desk issues with Active Directory, Windows, Exchange, file folder access,Virus Updates,MS
Outlook, MS Office 2000/2003, etc.
Modis IT at UT Starcom 06/05 – 09/05

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Desktop Support Technician 500 users
1. Supported all Desktops, Laptops, and Peripherals with XP images and network printing.
2. Ran server backup tapes and sent for offsite storage.
3. Rolled out Dell 610 laptops for refresh and new employees.
4. Help Desk issues with Active Directory, Windows, Exchange, file folder access,Virus Updates,MS
Outlook, MS Office 2000/2003, etc.
Stanford University School ofMedicine 11/04 – 05/05
Educational Facilities Managerfor Lane Medical Library 1000+ users
1. As the Educational Facilities Manager for Lane Medical Library, I directed three technicians
in support of desktop, laptop, servers,network printers, various applications, audio visual
equipment and facilities support in the locations we had our equipment.
2. This involved a great emphasis on excellent customer service, always evolving the
technology that was offered to and supported for the customer.
3. Special projects such as help desk software,telephone system establishment, purchasing, and
vendor management were all integral parts of this position, including the rebuilding of
classrooms in the Medical school.
Ohlone College 11/01 – 06/03
Desktop Support ServicesManager 1500+ users
1. As Desktop Support Services Manager, I supervised ten (10) technicians in supporting all
instructional labs, administrative and instructional staff offices.
2. Support included all hardware and applications on the desktop, cabling to the wall, diagnosis of
network hardware issues causing network issues on the desktop.
3. Created and implemented the first imaging strategy the college IS Dept. had, instrumental in the
purchase,deployment and support of all technology equipment; subsequently in charge of creating
standards; purchased, deployed, and created the original images for the new Instructional Computing
Center; developed and managed the Windows 2000 Professional rollout to all 1500+ Windows based
machines in the district; developed and managed the OS X rollout to all MACs in the district;
upgrade and implementation of the new copywriting, editing and teleprompter system in the district
television station; deployment and upgrading of new and existing instructional labs, staff and
administrative offices; mentoring of technicians in various support techniques; interfacing with all
levels of the district community.
4. Managed licensing agreements with state community college foundation for statewide site licenses
for Microsoft, Adobe and Macromedia (prior to merging with Adobe). In addition managed local
licenses for variety of applications used in all college departments.
Asera, Inc. 08/99 – 10/01
Help Desk Administrator and Asset Coordinator 350 users
1. In house Desktop and Application Support for Windows 98/NT/2000, Office 2k, Netscape and
Internet Explorer.
2. Hardware support: servers,desktop workstations, laptops, printers, modems, hubs.
3. Installing network workstations utilizing on board Ethernet in bios settings and variety of network
cards,network attachment through the operating system desktop, user’s local applications, internet
browser and email installation and training.
4. Created and maintained records on all new users’ inventory, password, etc. Using Help Desk
Support Software,supervised technician’s routing; resolution of service related issues such
as: scheduling, resolving service quality disputes, etc.
5. Purchasing of equipment for internal and customer use: servers,workstations, peripherals, cards,
drive, etc. Which includes seeking out the best vendors for the company; invoice payment approval,
software librarian, (the maintenance of updated software from our partners for Asera use) which
includes download of original program and their updates and patches.

4. 6. Managed and negotiated licensing with Microsoft, Adobe and Macromedia . In addition worked on
licensing with other companies for intellectual materials which usually was a royalty arrangement.
Elcon Products 01/99 – 06/99
Desktop Support Technician 500 users
1. In house Network Administrator, Desktop and Application Support for DOS,Windows 3.1,
95, 98, NT, Novell 4.11, Office 97, Netscape,Internet Explorer, inventory application.
2. Hardware support: server,desktop workstations, laptops, printers, modems, hubs, handheld
scanner and associated upc code printers.
3. Installing network workstations utilizing on board Ethernet in bios settings and a variety of
network cards,network attachment through the operating system desktop, user’s local
applications, internet browser and email installation and training.
4. Created and maintained records on all new users’ inventory, password, etc.
Northern California Credit Service 07/98 – 01/99
Network Administrator 250 users
1. In house Network Administrator, Desktop and Application Support for DOS,Windows 3.1,
95, 98, NT, Novell 4.11, Office 97 with Outlook and Exchange, Netscape,Internet Explorer,
Btrieve, and company proprietary software package.
2. Hardware support: server,desktop workstations, laptops, printers, modems, hubs.
3. Wrote Help Desk Support Software, supervised technician’s routing; resolution of service
related issues such as: scheduling, resolving disputes, etc.
4. Installing network workstations utilizing on board Ethernet in bios settings and variety of
network cards,network attachment through the operating system desktop and also through
Novell Client 32 and Novell Intranet ware Client, user’s local applications, internet browser
and email installation and training.
Nassau BOCES 01/95 – 03/98
PC/LAN Specialist 56 school districtswithin Nassau County, NY
1. Help Desk support for 250+ networks of the following operating systems: DOS; Windows
3.1; Windows 95; Windows NT; OS/2; Novell 2/3/4.
2. Support applications: Corel Word Perfect Site 6.1/7/8; Word Perfect 5.1/6.0; Office 97;
Lotus 5.0; Netscape; Internet Explorer; MS Outlook; GroupWise; and TCP/IP.
3. Hardware support: servers,desktop workstations, laptops, printers, scanners,and modems,
MAUs,TRIXIs, switches and routers.
4. Maintaining and updating the Help Desk Database thru call closure; generating of reports
from Help Desk database; supervising of technicians routing; resolution of service related
issues such as: scheduling, resolving disputes, and outsourcing of certain customer calls.
5. Installing network workstations utilizing on board Ethernet in bios settings and variety of
network cards,network attachment through the operating system desktop and also through
Novell Client 32 and Novell Intranet ware Client, user’s applications; TCP/IP addresses;
browser and internet email, intranet mail (GroupWise 4.1); installing necessary patch
cables.
6. Assist on an as needed basis with teaching and training on internet and computer
applications.

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Education:
Dowling College, Oakdale, NY
BS Business