For the past three years I have worked ardently for a start-up software firm whose product I believed in, helping the company grow from approximately 75 to 350 employees scattered across several global offices. As a Lead Support Engineer, I managed a small, primarily autonomous team, providing technological support for our corporate office of 55+ employees as well as our locations in Pune, India and Ottawa, Canada. With more than twenty years experience in the field, I have cultivated excellent references as well as a broad skill set; furthermore, I master new technologies with an intuitive ease. Prior to working at Mimosa, I managed my own IT firm for over a decade, employing a small team of specialists providing project management and IT services for small businesses in the greater Los Angeles metro. With a complete working knowledge of how to install, upgrade, maintain, and troubleshoot enterprise-class computer environments, as well as other leading workplace technologies, I am a valuable asset for any tech-driven company. I have excellent customer-facing and interpersonal skills, and I thrive in dynamic environments that require rapid adaptation to resolve fluid needs

Work experience

Work experience
Apr 2006 - Feb 2009

Senior IT Support Engineer

Providing hands on IT support for our North American headquarters and supporting our remote users world wide. This includes 300+ users in offices throughout the world including India, Germany, United Kingdom, France, Australia, Canada and Asia.
Jan 1995 - Nov 2005

Owner / IT Services Provider

R & D Computer Solutions
♦ Designed, implemented, and maintained effective computer systems based on client needs; provided clients with simple, clear assessments of complicated technical issues ♦ Provided comprehensive mission-critical support services to small businesses ♦ Identified technical failures and explained technical problems in an easily-understood manner, particularly those pertaining to personal data loss ♦ Achieved a client retention rate of greater than 85% ♦ Designed a computer lab for a private educational facility; examined budget allocations, researched vendors for those willing to offer discounts to educational institutions, and acquired price-reductions on new equipment; outfitted the lab for 65 students and 10 administrators; equipment was procured at the lowest cost possible, saving the facility an estimated $5,000; negotiated free software, technical support, and extended warranties, saving an additional estimated $250 per machine ♦ Outfitted a non-profit cancer advocacy agency with the infrastructure required to efficiently manage their operations; persuaded many contributing hardware vendors to donate or substantially discount their merchandise; came in under budget, leading to a long-term maintenance contract ♦ Reduced overhead by consolidating communication methods; analyzed outbound, inbound 800, cellular, and paging usage, identifying redundant and outdated forms of communication ♦ Assembled and trained a team of highly-qualified field technicians; through experience, developed appropriate criteria to identify successful candidates for employment; established milestones for performance evaluations and devised a system for employees to self-indentify weak areas and provide a concrete plan for improvement
Jan 1994 - Jan 1995

Field Computer Technician

Blame The Computer
♦ Performed on-site computer services for entertainment, legal, and real estate agencies ♦ Provided customer training regarding the use of computer technology ♦ Ordered DSL/HiCap data circuits and worked onsite to connect customer networks ♦ Implemented video conferencing systems, procuring the appropriate equipment ♦ Delivered and installed computer hardware; performed network build-outs ♦ Mitigated data disasters for mid-sized companies; diagnosed hardware component failures; acted quickly to secure replacement hardware and to restore customer data so as to minimize disruption to the client’s business


1984 - 1987

Marina High School