Andrew Martin

Experience

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  Cruzio

  May 2005 - May 2010

  Technical Support Specialist

  • Adhering to policies regarding security procedures when dealing with sensitive client data such as credit card information or passwords• Troubleshooting customers technical problems via phone support and Helpdesk email support for all services Cruzio offers including ADSL, Dial-Up, Domain Name Hosting, and Email• Troubleshooting ADSL and wireless broadband connections for customers over the phone including problem diagnosis and escalation• Configure and troubleshoot email applications to work with Cruzio Services• Configure and troubleshoot Dial Up connections• Supporting Domain name hosting including whois, nslookup, ftp troubleshooting• Configuring ADSL Modem and Routers• Lead Technician for Cruzio Computer Care• Coordinating AT&T technician visits at end user premises• Tracking customer specific progress via electronic tickets• Contacting customers and informing that their computers have been infected• Training new employees to be proficient with troubleshooting Cruzio related services and understanding Cruzio policy and procedures• Writing and maintaining Cruizio Abuse department Procedures and Policies• Understanding Cruzio’s Server responsibilities• Balancing cash register and credit card receipts against customer account transactions• Taking cash and credit payments with the general public Show less

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  Physicians Medical Group of Santa Cruz County

  May 2010 - Jun 2011

  Desktop Support

  • Troubleshooting computer systems in domain and workgroup environments• Windows server 2003 & 2008 setup and configuration• Troubleshoot Apple Macintosh computer systems• Internal Desktop Support, clearing paper jams, changing toner cartridges, fixing end user issues from hardware to software • Frontline helpdesk support, answer phone calls from end users, troubleshoot and escalate to field techs• Virus, malware removal• Setup, configure, and troubleshoot VOIP• Network troubleshooting and configuration• Prepping computers to be deployed to Doctors offices• Maintain Medical Doctors office hardware and software• Remote desktop support for Windows and Macintosh environments• Active Directory account administration• Santa Cruz Health Information Exchange account administration Show less

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  ABHOW

  Aug 2011 - Jun 2013

  Help Desk Analyst

  • Supported 94 desktop and 7 laptop computers running a combination of Windows XP Pro and Windows 7 Pro in a Domain Controlled Environment. The Domain controller used Windows 2003.• Maintained and troubleshot two nurse call systems that ran software called Arial• Avaya, Nortel, and Shoretel phone systems• Distributed, tracked, and configured 6 Iphones and 2 Ipads• Monitored network bandwidth at the two communities, LAN, WAN, Wireless, Meraki MR 11 and MX 80• Analogue Dial tone Management/punch block management• Senior Television for the residence apartments• Konica Minolta Bizhub c552, 601• CCTV Lorex, Patelco, GE• Red Cat Wireless sound system/projector laptop setup• Active Directory User account creation and termination, Microsoft Exchange email account creation• Ctrix, Sophos, Symantec endpoint installation and configuration• Office 2003, Office 2010, Bomgar remote desktop support• Maintained inventory spreadsheet, • Adhered to Hippa regulations• Ordered Replacement parts and toner as needed/Talked with vendors to resolve problems.• Resolved helpdesk tickets via Track-it Show less

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  Alternative Technology

  Sept 2013 - Dec 2013

  Network Technician

  • Supported users networks and computer workstations in a domain controlled environment at various locations• Laptop/Desktop Hardware/Software support and configurationImaged workstations• Configured and troubleshot outlook 2007/2010 email clients• Migrated workstations• Setup new workstations• Troubleshot printer problems, configured SMB scanning on copiers• Created active directory user accounts, changed user passwords • Microsoft Exchange management console administration• Symantec End Point Protection console management• Network troubleshooting• Record time for work done, site research, and ticket management in Connect Wise• Microsoft Remote Desktop/Bomgar/Labtech remote computer management• Labtech software/hardware workstation monitoring• Work vehicle inventory tracking/vehicle maintenance tracking Show less

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  (Gatan) Contractor Robert Half

  Feb 2014 - Mar 2014

  Sr Desktop Support Specialist

  • Maintain the help desk ticketing system.• Troubleshoots, installs hardware software.• Cleans viruses. Maintains the Symantec anti virus console.• Performs maintenance on hardware software.• Installs new hardware and software.• Rolls out new desktop and laptops, backup user profiles and configure desktop and laptops for the user.• Troubleshoot backup problems for laptops using Acronis and Symantec Backup Exec.• Assists with conference room setup and troubleshooting, working with polycom cameras and microphones• Maintains and configures battery backup units for desktops.• Reinstalls operating systems and images desktops and laptops.• Troubleshoot Zulty's phone systems.• Has access to active directory for assisting user log on and moving new computers to containers. Show less

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  Major League Baseball

  May 2014 - May 2014

  Server Technician

  • Rack and Stack equipment in Data Center• Record serial numbers• Asset tag equipment• Label equipment• Label Cabinets

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  Yerba Buena Center for the Arts

  Jun 2014 - Jun 2014

  It Technician

  Assist staff with transition from Windows desktops to MacBook Air running boot camp installation of windows 7/10.9VMware setup and configuration of windows 7 computers.Troubleshoot Mac printing problems.Troubleshoot Mac and windows hardware and software.Map network drivesTroubleshoot wireless connectivityNimble storage rack installation.

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  University of California Office of the President

  Jul 2014 - Dec 2014

  Cloud Desktop Technician
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  Easter Seals Bay Area

  Dec 2014 - Jul 2016

  Heldpesk Specialist 2

  AD account management, image laptops, work helpdesk tickets, general deskside support duties

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  Contra Costa County

  Jul 2016 - Dec 2017

  Information Systems Technician II
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  E.ON

  Dec 2017 - Sept 2018

  Senior Field Engineer
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  Alameda Superior Courts

  Nov 2018 - Nov 2018

  Alameda Superior Courts

  • Image Dell Desktop Computers using Acronis• Windows 10 Migration post image configuration• Work with team members to resolve problems

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  Lawrence Berkeley National Laboratories

  Jan 2019 - Jul 2019

  Desktop Systems Specialist 2

  • Work with customers to assess computer needs• Purchase Mac (Mojave) and Dell desktops/laptops for users• Migrate from Windows 7 to Windows 10• Copy user data and applications from old computer to new computer• Support admins in conference rooms• Troubleshoot printer issues• Inventory and track all desktop systems• Big fix computer tracking and analyzing• Resolve tickets in Service Now• Resolve tickets in Jira• Purchase hardware and software for users• Work with team members in other departments to resolve problems• Cisco any connect VPN client• Resolve wired and wireless internet issues on Mac and Windows computers Show less

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  Znetworks

  Jul 2019 - Sept 2019

  Field Technician

  • Deploy new computers• Troubleshoot network equipment• Work remotely, work on site• Operate frontline helpdesk phone calls• Support Hardware and software at end user sites • Work on Windows and Macintosh computers