Tom Leppere is an IT professional with over 15 years of experience in desktop support, project management, and customer service. He currently works as the Desktop Support/PC Depot Manager at Hewlett Packard in Palo Alto, where he provides support, manages the PC Depot operations, and trains other support team members. Prior to HP, he held several senior desktop support roles at Symantec, Track Computer, and IBM, where he supported over 3,000 users and managed hardware, software, and networking issues. Leppere has various technical certifications and skills including Windows, networking, applications, and hardware maintenance.

1. TOM LEPPERE
Mountain View, CA 94040
Phone: (650)-906-5935 • Email: leppere@yahoo.com
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INFORMATION TECHNOLOGY PROFESSIONAL
Enthusiastic individual experienced in fast paced technology industry. Skills include project management, budget
tracking, and customer service. Detail oriented and excels at follow-through. Excellent interpersonal and
communication skills. An exceptionally organized, flexible and resourceful team player skilled at consistently
delivering high quality results in a fast paced, deadline driven environment. Demonstrated ability to learn and
teach new concepts, easily adapt to change and manage multiple concurrent tasks.
Technical Competencies
Network: LAN/WAN, Internet, Intranet, TCP/IP, PPTP, VPN.
Systems: Windows XP, Windows 2007, Windows2000 Professional.
Applications: Active Directory5.2, Exchange Server5.5, MS Office 2007/2010, Oracle, ADI, Enterprise Vault,
VERITAS Netback, Symantec Live State Recovery, Ghost, Cisco VPN Client, PPTP, Partition
Magic, R, Proxy, PCAnywhere, WebEx., Blackberry GoodLink PDA applications. RSA
Administrator.
CRM: Remedy, Service Exchange, Call Tracker
Platform: HP, Lenovo, Dell, Toshiba, IBM ThinkPad, Mac, and Sony Vaio
Employment History
Desktop Support/PC Depot Manager
Hewlett Packard Corp. – Palo Alto, CA 11/2008 – Current
 Provide knowledge, expertise and support on special projects such as Mergers & Acquisition endpoint
integration lead, internal global enterprise-wide deployments, lead QA tester for internal images and
applications prior to company-wide roll-out.
 Continued success in driving issues to satisfactory resolutions within SLAs.
 Ensure successful project support and necessary system, policy or process changes for supported
functional and/or technical organizations
 Train and assist desktop support team members in issues involving complex trouble-shooting skills in
lead role.
 Develop support documentation garnered from root-cause analysis utilized by entire team for expedient
service delivery.
 Manage and perform daily operations of Depot California.
- Process development.
- Manage receipt of new or returned inventory
- Perform Upgrades for user systems
- Vendor management
- Stock checks and analysis of systems and accessories/parts
- Perform orders based on run-rates and inventory thresholds
- Process and schedule in-warranty repairs
- Process and prepare end-of-life (EOL) systems and components for disposal and/or e-waste
- Prep hard drives and/or thumb drives with images for deployments or swaps
- Check reporting for Depot stock evaluations, trends and orders
- Coordinate with field services in local or remote locations to provide systems or parts

2. - Perform images and patch testing.
Sr. IT Site Services Specialist
Symantec Corp. – Mountain View, CA 05/2000 – 10/2008
(VERITAS – Sr. Desktop SupportEngineer)
 Supported over 3000 PC end-users, locally and remotely, including troubleshooting of hardware,
software and network problems.
 Developed and documented new hire training curriculum for Desktop Support personnel
 Developed support plans for real estate and facilities office relocation, expansion and sever room
refurbishment projects.
 Managed PC inventory pool and coordinate loaner equipment for failed hardware and processing of
hardware break/fix with hardware vendor.
 Perform QA activities for internally deployed applications
 Responsible for testing Symantec Standard Images, Testing new patches and applications on XP
platforms.
 Managed and coordinated trade show IT support for VERITAS/Symantec
 Setup and configuration of IDF rooms and Print servers for new offices
 Responsible for backing up and restoring data using GHOST Cast, and GHOST explorer ensuring system
is fully functional for redeployment
 Support remote clients with Cisco VPN, Dial-Up-Networking, PPTP issues
 Triaged with Network Administrators, DBAs to trouble-shooting and resolve networking issues
 Administration, re-issue, support and problem resolution for RSA software/Keyfob tokens for users.
Desktop Support Engineer
Track Computer – Santa Clara, CA 6/1999 – 5/2000
 Troubleshooting hardware, software, and network problems
 Setup and installation of computer operating systems (Win 9x and 2000) and a wide variety of
applications
 Installation, Configuration and troubleshooting of local and network printers
 Provide end users with technical support in Windows NT, Windows 9X
 Participate in department projects, coordinate services from other areas of the department for parts
ordering, receiving and warranty
 Installation, configuration, maintenance, and monitoring of the companies servers, gateways, hubs,
printers, and workstations
 Communicate highly technical information clearly and concisely to both technical and non-technical
personnel
Desktop Support Engineer
Computer Task Group/IBM– San Jose , CA Computer COMPUTER TASK GROUP/IBM, San Jose,
California 09/ 1998 – 06/1999
 Managed hardware/software maintenance and administration.
 Assembled and configured computer systems.
 Configured and networked systems in a peer to peer environment.
 Trained end-users on Microsoft Office application suite of products.
 Managed and administered standards for desktop operating systems and systems procurement.
 Fixing and upgrading systems from Windows workgroups to Windows 95.
 Troubleshoot daily problems ranging from hardware to software issues.
Re-image notebooks systems and desktops, and daily configurations such as configuring network
connectivity to corporate environment

3. TOM LEPPERE
Mountain View, CA 94040
Phone: (650)-906-5935 • Email: leppere@yahoo.com
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Education
Computer Networking Technician
Institute for Business and Technology, Santa Clara, CA.
Training
Small Project Management
Customer Service training
RemedyService Now asset management
Microsoft Windows 7 Professional
NetBackup Professional
Certifications
A+ Certified Technician
Microsoft Certified Desktop Support Technician (MCDST)
DELL Certified Technician
Lenovo Certified Technician