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Farah Moreno

309 Hope Street # A                                                                (323) 582-9876 Home

Huntington Park, CA 90001                                                                (310) 283-1230 Mobile

farah.moreno@yahoo.com

CAREER SUMMARY

Solutions focused, team oriented Information Technology Professional with comprehensiveexperience and hands on skill in the successful implementation of highly effective operations and cost effective management of innovative technical support strategies

QUALIFICATIONS& COMPUTER SKILLS

• Proven ability to successfully analyze an organization’s support requirements, identify deficiencies and potential opportunities to develop solutions for increasing reliability and improved productivity
• Computer systems repair: hardware upgrade and software installation

·         Able to assemble computer system from core components

·         Proficient experience with Dell and Hewlett Packard Computers and Servers

·         Configure Windows operating systems in a network environment:Windows 9X,NT, 2000, XP, Vista, and Windows 7

·         Configure & deploy servers with Windows Server 2003 for file and e-mail management

·         Completed Microsoft Certified courses in Windows 2000, 2003 Server, Active Directory& Managing Windows 7 Clients

·         Power User in Microsoft Office 2000 – 2010:Word, Excel, PowerPoint, and Outlook

• Intermediate knowledge of Visio, Sharepoint Services 3.0, Exchange 2003 console, MicrosoftVirtual PC andSymantec Back Up Exec for Windows Servers, Cisco VPN, McAfee and Trend Micro Anti-Virus, Remedy and Altiris Ticketing Software
• Ability to work well under minimal supervision

• Fluently Bilingual (English/Spanish)
• Flexible to new ideas and concepts
• Attentive to details & time schedules
• Strong motivation and dedication to the job
• Exceptional Written & Verbal Communication Skills

·         Quick Learner & Self Starter

EXPERIENCE

SIGMAnet (Contract)                                    Ontario, CA                            06/2011 - 11/2011

City National Bank Help Desk Analyst

·         Support end users via telephone while remotely controlling the client workstations using Windows Remote Assistance, Dameware or PC Anywhere

·         Provide in person support for first and second level technical issues with Hewlett Packard hardware

·         Install assortedsoftware applications remotely

·         Provide technical assistance with Microsoft Office software

·         Resolve end user issues with City National Bank proprietary and customized software including application and/or web browser specific

·         Reset software application passwords

·         Enter all incidents into Remedy Ticketing software

·         Setup HP workstations for new and transferring employees

·         Configure Active Directory user accounts and network printers

·         Maintain inventory of desktops and laptops on Excel spreadsheets

·         Research questions using available information resources

·         Advise user on appropriate action and follow standard help desk procedures

·         Identify and escalate situations requiring urgent attention to the appropriate groups

·         Stay current with system information and recent updates

SCAPA North America                                  Inglewood, CA                       04/2009-04/2011

Systems Support Specialist

·         Provide PC and LAN support functions to end users via Remote Desktop Connection, e-mail, phone and/or in person service

·         Assist users from other SCAPA sites and off site Sales Dept. personnel remotely using Web Ex and Ultra VNC sessions as well as phone support

·         Log all support incidents into Altiris Ticketing software

·         Perform hardware troubleshooting and repairs

·         Deliver and installon site Hewlett Packard PC equipment and peripherals

·         Install and configure software, including applications and system management tools

·         Provide technical assistance with Microsoft Office software

·         Reset End User passwords and printers on SAP software

·         Assisted users with questions and issues pertaining to Seagull Scientific’s BarTenderlabel software

·         Monitor server performance and complete maintenance activity via Remote Desktop Connection or at the server console

·         Installed site server (HP Proliant DL360G5); replaced malfunctioning primary server to prevent site downtime and data loss

·         Migrated all site data from existing site server to new server including all network printers

·         Monitor daily server data backups for successful completion using Symantec Back Up Exec for Windows Servers

·         Review server event logs

·         Document all IT assets, Uninterrupted Power Supply connections to servers and network connections

on VISIO documents

·         Collaborate with IT staff on equipment upgrades and purchases

·         Assist Network Administrator with Virtual Servers

·         Monitor Virtual PCs for research purposes on future Windows 7 client deployment

·         Administer Active Directory activities on Users and Workstations

·         Administer SharePoint Services 3.0 for users

·         Troubleshoot wireless devices on site

·         Work independently from IT Dept. on multiple projects, site operations and maintain communication

with IT Manager located in Canada via phone, e-mail and Skype

Sample Express, Inc.                                   Los Angeles, CA                   01/2006 - 02/2009

Help Desk Specialist

·         Support end users in a small office network (LAN) by completing daily requests via phone, e-mail or in person

·         Perform general maintenance tasks, troubleshoot, and repair computer systems and peripheral equipment

·         Assist end users with their HP Compaq Business Desktops or Laptops using Windows XP Professional

·         Perform basic computer hardware and software installations accurately within the established Service Level Agreement

·         Routine computer repairs and upgrades consisted of audio, video, network card installations, memory upgrades and hard drive installation

·         Manage Toshiba Business Phone DKT2020-SD and internet equipment and services

·         Setup, configure, and maintain user profiles and access rights to the network and other resources

·         Coordinate with hardware and software vendor(s), as needed for implementation of new technology

·         Assist IT group in performing quality assurance testing on all software applications as necessary

·         Maintain accurate inventory records of hardware and software assets

·         Perform new employee “Technology” orientation and software audits of all company owned PC's using the current methods as established by the IT management staff

SCE Federal Credit Union                          Irwindale, CA                         10/2002 - 12/2005

Financial Services Consultant / Help Desk Specialist

·         Provide general information onpolicies and procedures, products and services, account transactioninquiries and support members applying for loans

·         Assist the IT manager with special projects at branch locations

·         Interact with hardware and software vendors regarding issues with purchased materials

·         Install hardware components and software applications remotely when required

·         Process daily reports for IT management staff

·         Monitor all internet activity from end users

·         Perform general maintenance tasks on all computer systems and peripheral equipment

Microdyne Outsourcing Inc.                       Torrance, CA                         01/2002 - 10/2002

Linksys Help Desk Specialist

·         Provide first and second level technical assistance for inbound calling customers with networking devices including configuration and troubleshooting for broadband connections

·         Advise customers on LINKSYS product information

·         Assist customers with Return Authorization information

·         Logged in all defective products received by US Mail

EDUCATION

University of Phoenix                                  Gardena, CA                          07/2003 - 10/2008**

Information Technology Program

Bachelors of Science in Information Technology.

**Graduated from University of Phoenix in October 2008, currently need 2 courses to complete degree

Computer Education Institute                    Los Angeles, CA                   06/2001 - 01/2002

Computer Networking Program

Acquired essential computer hardware, software and networking skills.

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