727 East San Ysidro Boulevard #1253, San Ysidro California 92173
(619) 621-8022 | www.samuelanguiano.com | firstname.lastname@example.org
DESKTOP SUPPORT TECHNICIAN
Technologically sophisticated, bilingual (Spanish/English) Desktop Support Technician with hands on
experience in project lifecycle management for technical and internet applications; website
development/maintenance, and workgroup support. Proven desktop and network support troubleshooting
Desktop Support Escalation Resolution
Help Desk Support Cabling
Windows SMS Deployment Server Setup
Windows 7/Windows XP Deployment System Upgrades / Conversions
Remote Support Telephony Systems/VOIP
Desktop Operating Systems: Microsoft Windows 7, Vista, XP, 2000 Professional, SE, 98, 95, 3.11,
DOS, Mac OS X
Desktop Applications: Microsoft Word, Excel, Access, Power Point, OneNote, Publisher, InfoPath,
Visio, Project, SharePoint Designer, Altiris Deployment Server, Remedy, Lotus Notes, Photoshop,
Dreamweaver, Illustrator, Acrobat Pro, Fireworks, Indesign, Flash,Sun Virtualbox, VMware Player
Email Applications: Microsoft Outlook, Microsoft Outlook Express, IBM Lotus Notes, Novell Groupwise
Server Operating Systems: Microsoft Windows Server 2008, SBS 2008, 2003, 2003 SBS, 2000, NT
Server Applications: Microsoft’s Active Directory, Group Polices, Exchange, Terminal Services, IIS
(Internet Information Services), DNS, DHCP, TCP/IP, Remote Desktop Services, Desktop Imaging and
Multiple Image Deployment, Trend Micro Security Suite, Norton Antivirus Corporate Edition
Telephony & Networking: Avaya PBX, Cisco VoIP, 110 Blocks, Network Cabling
Languages: Fluent English and Spanish
Microsoft Certified IT Professional ~ Windows 7 Enterprise Support Technician ~ 2010
Microsoft Certified Systems Administrator ~ 2007
Microsoft Certified Desktop Support Technician ~ 2007
Microsoft Certified Professional ~ Windows XP ~ 2006
Comptia A+ Certified ~ 2006
Comptia N+ Certified ~ 2009
Emc Systems Engineer Accreditation ~ 2007
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COMPUTER SCIENCES CORPORATION January 2008- May 2010
Field Technician Associate (Technical Support Technician)
Provide on-site field support to customers including installation, and servicing and repairing systems and
equipment. Verify operational quality of system equipment. Resolve customer issues in the areas of
hardware installation, repair, upgrade and maintenance. Assist in investigating and resolving complex
installations and maintenance matters. Instruct customers in the operation and maintenance of
systems/equipment. Ensure issues are referred to the appropriate personnel/service areas for follow up,
testing and troubleshooting. Acts as a liaison with customers on administrative and technical matters.
Perform analysis and prepares reports on system problem trends and issues.
Deployment- Stage and deploy Windows 7 and Windows XP Clients using SMS Deployment
Desktop Support- Solely responsible for providing onsite support for 200 local users, and also
remotely supported users from other facilities as needed. While meeting aggressive SLA
Networking- Tone Cat5 cables, connect and disconnect users, run new network drops.
PC Imaging- Stage, Image, and deploy equipment.
Telephony Support- Add. Remove users on Avaya Telephone System.
Audio/Visual Support- Setup conference rooms as needed, set up audio systems, projectors,
and e-white boards.
NUVASIVE January 2007- January 2008
Technical Support Technician
My main responsibilities included receiving technical support related phone calls throughout the day from
internal users. I would attend to the users by means of face to face support. This position also involved
light Windows Systems Administration.
Help Desk– Resolved corporate and home wireless network issues, connectivity issues,
hardware and software problems. Responsible for testing and maintaining security access
controls for Sarbanes Oxley.
Network Administration- Light network administration duties that included adding and deleting
users in Active Directory, AD computer cleanup. Running monthly reports for inactive accounts.
Deployed companywide Group Policies.
MSE August 2004 – January 2008
Senior Desktop Support Technician
Contracted to coordinate all technological aspects of startup company. Designed and implemented MS
Windows SBS 2003 network. Setup MS Exchange mail system, Remote Login access, Remote Fax, and
developed an internal company Web site (Intranet) for document and information sharing.
Desktop Support - Provided End User Support to in-house and remote employees.
Diagnosed and repaired hardware and software issues.
Project Management – Managed the development of a new company website designed to
sell products online.
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FRIENDLY COMPUTERS June 2004 – August 2006
Senior Desktop Support Technician (Promoted January 2006)
Field Technician (Promoted October 2005)
Administered Networks for various business customers, and provided on-site repairs and instruction to
home users. I managed approximately 50 accounts ranging from small to medium size businesses to
home users. I would troubleshoot and repair software and hardware issues on a daily basis.
Network Technician / Administrator - Designed, implemented, and maintained primarily
Windows 2000 and 2003 Networks. I configured routers and desktops, created user groups
and security policies.
Hardware Repair Technician – Troubleshoot and repair all hardware issues on Macintosh,
PC, and Laptops.
Website Development- Developed internal website designed to track customer information
and billing information.
COMPASS LEARNING February 1998 – June 2004
System Engineer (Promoted Dec 2002)
Help Desk Support Technician (Promoted December 2000)
Quality Assurance Analyst (Promoted June 1998)
Promoted to provide desktop and server support for 1500+ end-users in six school districts in northern
Florida, as well as project managed team leadership for special technical assignments. Second Level
point-of-contact for support incidents, as well as Sales Support Engineer.
Network Support – Oversaw and supervised network conversions from Novell to MS
Windows 2003. Installed and configured computers and peripherals; Maintained and
repaired hardware, software and operating systems; Troubleshoot and resolved application
issues; Managed 25 domain servers.
Help Desk – Ensured effective “one-stop” technical support for LAN / WAN and remote
system. Install and update software, and setup, configure, and troubleshoot software. Track
and escalate workflow issues to appropriate departments.
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