This document provides information about an IT professional seeking a new position. It summarizes their 5 years of experience in IT service and desktop support. They have strong skills in planning, organizing, and executing technical tasks. They also have experience successfully rolling out new software and upgrades for large user bases. The document details the candidate's software skills, administrative tool experience, achievements, and education to highlight why they should be considered for an open role.

1.
WHY
CONSIDER
ME?
• 5
years
of
proven,
exceptional
IT
service.
• Strong
ability
to
plan,
organize
and
execute
tasks
analytically,
methodically,
diligently
and
smoothly.
• Ability
to
work
independently
as
well
as
in
a
team
setting
• Excellent
listening
&
communication
skills
• Technical
writing
for
KB
how-­‐to
docs
ACHIEVEMENTS
• Successful
roll
out
of
Symantec
PGP
for
over
500
users
• Successful
upgrade
of
Win
XP
to
Win
7
for
over
2000
users
• DS
Lead
for
rollout
of
T29
WebEx
upgrade
SOFTWARE
SKILLS
• Office
–
Word
|
Excel
|
Power
Point
|
Outlook
|
Publisher
|
One
note
Project
|
Visio
• Adobe
–
CC
|
Acrobat
|
Illustrator
|
Photoshop
• Browser
–
IE
|
Chrome
|
Firefox
|
Safari
ADMIN
TOOLS
• SCCM
|
CASPER/JSS
• Active
Directory
• MS
Exchange
Console
• Print
Mgt.
Server
Profile
Self-­‐driven
professional
that
is
experienced
with
IT
Desktop
Support
in
complex
enterprise
and
corporate
environments
who
focuses
on
but
not
limited
to
all
fields
related
to
MAC
and
Windows
OS
IT
support.
All
industry
experience
is
on
the
technology
and
business
side
of
Apple,
Lenovo,
Dell
and
Samsung
devices.
Core
Skills
• Hardware
Laptops
|
Desktops
• Mac
OS
10.x+
• Office
2010
|
2013
|
0356
|
2016
• Active
Directory
• Windows
7
|
8
|
10
|
(32bit/64bit)
• MS
Exchange
Console
Competencies
ü Remote
Support
–
WebEx
|
Lync
|
JoinMe
|
Bomgar
|
SCCM
ü Command
Line
|
Power
Shell
|
Terminal
|
CMD
ü Process
and
Procedure
|
Imaging
|
Account
creation
ü Technical
Writing
|
KB
Articles
|
How-­‐to
|
Process
ü SharePoint
|
Document
sharing
|
Inventory
tracking
Professional
Experience
Desktop
Support
Engineer
,
Riverbed,
San
Francisco,
CA
Nov
2014
–
Present
Provide
Desktop
Support
for
all
IT
related
matters.
Respond
to
walk-­‐up’s
and
tickets
to
address
end
user
requests
and
interruptions.
Point
of
contact
for
Executive
event
support
and
information.
§ Site
admin
for
Sharepoint,
WebEx
web
conferencing
and
Inter
Call
online
and
Avaya
ASA
VOIP,
back
end
configurations
for
soft
phones.
§ Admin
for
Active
Directory,
Microsoft
Exchange
and
Casper
JSS
to
manage
users,
computers,
permissions,
security
groups,
exchange
accounts
and
web
console
for
MAC
hardware/software
management.
§ Liason
between
ITDS
and
help
desk
as
well
as
point
of
contact
for
Runbook/how
–
to
content.
§ Create
design
processes
for
efficient
workflow
in
all
common
desktop
support
tasks
§ Provide
Avaya
support
for
MAC/Windows
configuration
and
physical
phones
as
well
as
walk
–
ups
at
the
“Genius
Bar”
for
all
IT
desktop
and
smart
phone
issues.
§ Image/deploy
laptops
for
new
hires,
upgrades
and
break
fix
while
ensuring
all
laptops
for
deployment
upon
new
hires
start
date.
§ Manage
inventory
for
MACs,
PCs,
peripherals
and
software
license.
§ Ensure
all
laptops
are
ready
for
deployment.
§ Prepare
and
ship
IT
equipment
to
users
in
remote
locations
via
Fedex.
Derrick
Modesto
Desktop
Support
Engineer
|
Riverbed
Email:
Derrick.Modesto@Outlook.com
Mobile:
707
–
319
–
7432

2. 2
EDUCATION
AAS
Computer
Science
–
2003
Heald
College,
Concord,
CA
A&P
License
–
2009
Wyotech,
Oakland,
CA
WORK
PERMIT
STATUS
US
CITIZEN
TECHNICAL
SKILLS
• Hardware
–
Motherboard
|
Hard
Drive
|
CPU
|
RAM
|
Video
Card
|
Keyboard
|
Mice
|
Ext
Monitor
|
Docking
station
|
• Avaya
–
Desk
Phone
setup
|
troubleshooting
|
Configuration
• Imaging
–
Win
7
enterprise
SCCM
|
MAC
OS
Casper/JSS
• VMware
Fusion
AUDIO/VIDEO
SUPPORT
• Cisco
–
Movi/Jabber
• WebEx
–
MC
|
EC
• Polycom
• Crestron
–
iPad
• On24
–
Wirecast
SOFT
SKILLS
• Positive
Attitude
• Written/Verbal
Communication
• Project
Management
• Problem
Solving
• Team
Player
• Flexible
|
Adaptable
§ Provide
onsite
A/V
and
remote
support
for
conference
rooms,
Polycoms,
Crestron
units
and
users
located
within
all
states
west
of
Mississippi.
§ Configure
Windows
7
Virtual
Machines
using
VMware
6
on
MAC
OS
§ Event
Center
and
Webex
Meeting
Center
Trainer.
IT
Field
Technician
(Desktop
Support)
University
of
California,
San
Francisco,
CA
May
2012–
Oct
2014
Provided
IT
Desktop
Support
for
over
20,000
users
in
over
100
different
departments.
§ Supported
all
end
user
IT
related
matters
for
PC/MAC
and
smart
phones
§ Imaged
Windows
and
MACs
§ Managed
users
via
Active
Directory,
CrashPlan,
ServiceNow,
PGP
&
DDPE
as
Admin.
§ Supported
multiple
departments
and
high
end
users
extensively
for
Outlook
and
tasks
through
ServiceNow.
§ Installed
Citrix
client
and
connected
users
to
APEX
(EPIC).
§ Assisted
users
remotely
through
Bomgar
and
Join.me.
§ Troubleshoot,
setup,
installed
and
connected,
configured,
instructed
and
or
tested
the
following:
local
and
multi
–
function
printers,
video
conferencing
equipment/software,
smartphones,
users
regarding
MS
Office
2010,
2013
and
VPN
using
Juniper
Network
Connect,
and
network
connectivity.
§ Connected
users
to
database
using
Oracle
and
SQL
drivers.
§ Procured
services/goods
through
“BearBuy”
and
coordinated
with
viendors
such
as
Dell,
Apple
&
CD
–
WG
to
resolve
issues.
§ Worked
with
all
Senior
Field
Techs
to
align
with
their
immediate
objectives.
Other
Professional
Experience
Mechanical
Technician
Space
Systems
Loral,
Palo
Alto,
CA
Feb
2010
–
Mar
2012
Student
Tutor
Wyotech,
Oakland,
CA
Nov
2008
–
Jun
2009
Loan
Consultant
Nation
Home
Mortgage,
Vallejo,
CA
Mar
2004
–
Oct
2008
Teller
|
Personal
Banker
Bank
of
America,
Vallejo,
CA
Sep
2001
–
Sep
2002
References
Available
upon
request