Helpdesk Support or Desktop Support or Technical Support or Clin

Chona P. Alvarez E-mail: [email protected] 510-366-9791 OBJECTIVE To pursue an exciting career in application and technical support in a corporate organization that promotes leadership and teamwork. QUALIFICATION HIGHLIGHTS o Five years of software and hardware support in a biotechnology environment. o Configured and supported scientific software such as Prism, Softmax Pro, Seque ncher, and JMP running in Windows 2K and 2003 platform o Configured test machines to run new scientific software for project evaluation and implementation. o 10 years experience working in Chemistry Department maintaining and troublesho oting chemistry analyzers. o Ability to multitask priorities while maintaining quality. o Ability to adapt and willing to learn. o Excellent verbal and written communication skills PROFESSIONAL EXPERIENCE Network Technician II PDL BIOPHARMA, INC., Redwood City, CA 2006 a" 2009 Provide support to internal end users with HW/SW problems in a friendly customer oriented manner. * Migrated Windows 2000 workstations to Windows XP * Created users accounts and managed folder permissions, security groups, and di stribution lists using Active Directory * Troubleshoot problems with Cisco VPN client with onsite and offsite clients * Assisted in company relocation project, including imaging systems, patching n etwork ports, set up network printers, troubleshooting network connection issues * Assisted in testing and evaluating Ghost images for Dell workstations and lapt ops * Utilized Landesk to remote control workstations * Answer corporate helpdesk line for any desktop technical support, debugged har dware, software, and resolved them in timely and efficient manner and utilized F ootprint to track all helpdesk tickets * Support meeting set up involving video Polycom conference platforms and audio connection and utilizing LiveMeeting for sharing computer presentations * Supported end users with Blackberry, Treo and cell phone activation and issues ; maintain telecom database * Supported and assist data/media recoverability through system backups * Provided first level SAP support and training to end users * Provided IT Training to newly hired employees Information Systems Assistant III PDL BIOPHARMA, INC., Fremont, CA 2001 a" 2006 Responsible for administering all office and project functions in the IS departm ent * Primarily supported IT VP with various administrative duties * Supported and assisted PDL end users with Microsoft Office issues and projects * Maintained Telecom database tracking monthly Telecom related invoices * In-charged of calling cards, cell phone, pager, and accessories inventory * Maintained Intranet PDL employee directory and phone list * Updated IS web page with news, training, and FAQs

* Coordinated and pre-registered users for MS Office training either onsite or o ffsite * Assisted and coordinated with SOX consultants ensuring documents and forms are properly routed, signed by business owners and filed accordingly

Helpdesk Coordinator III CYLINK CORPORATION, Santa Clara, CA 1999 a" 2001 Key player in supporting a 300-person nationwide real-time client call center fr om a back office support operation. Single point-of-contact with IT and provides the first-tier support to internal, remote clients and end-users. * Configured and supported Windows 98, 2K and NT as it relates to Networking, Se tup of MS Outlook Client, MS Office Installation, Dial-up networking (remote acc ess) via ISP and VPN. * Desktop Support experienced with Microsoft Windows 98/NT/2000, TCP/IP Internet Protocols, DHCP, WINS, MS Exchange V5.5, MS Outlook 2000, Microsoft Office Pro fessional 2000--Word, Excel, PowerPoint, and Access * Created email and NT accounts * Assisted end users with network/software issues and track issues and document solutions in the support database. * Responsible for trouble-ticket assignment, tracking, follow-up, and closure. * Created and maintained network, email, and VPN client access (i.e. PrivateWire ), accounts. * Supported and maintained Sales Group database using Lotus Notes. * Executed and maintained formal procedures for Desktop management requests, pro cessing, distribution, and follow-up within a call tracking system (i.e. Perfect Tracker). Clinical Laboratory Analyst / Technician III SPECTRA LABORATORIES, Fremont, CA 1989 a" 1999 Responsible for operating, troubleshooting, and maintaining testing instruments assessing Quality Assurance/ Quality Control printouts under the direction of a six year Licensed Clinical Laboratory Technologist. A ten-year experienced laboratory technician mainly operating Hitachi 747-200, H itachi 717, ACA Star, and Nova analyzers. Technically strong and professionally competent. * Responsible for instrument operation with a patient throughput of at least 200 0 specimens nightly. * Troubleshoot and repair of Hitachi 747-200, Hitachi 717, Nova 8 and ACA star a nalyzers in Chemistry Department and work with technical service representative on site. * Responsible for reagent, quality control, and calibrator preparation for the d epartment. * Responsible for daily, weekly, monthly, and most preventive maintenance for al l instruments in Chemistry. * In-charged of patient, reagent, quality control, and calibrator correlation an d precision check. EDUCATION Medical Billing, Medical Office Procedures, and Medical Terminology, Gavilan Col lege, Gilroy, CA Cisco Network Academy Program, Mission College, Santa Clara, CA Windows NT Administration and Technical Support, De Anza College, Cupertino, CA Network Design and Administration, De Anza College, Cupertino, CA Medical Technology, Cebu Doctors, Cebu City, Philippines

CERTIFICATION & TRAINING Project Management Essentials Training Microsoft Certified Professional (Windows XP & Windows Server 2003) SAP (Basic Navigation / Travel & Expense | Purchase Requisition) EDMS (Access & Basic Task) Hitachi 747-200 Chemistry Analyzer Training