Alexa Conrod

https://www.linkedin.com/in/alconrod

alconrod@gmail.com

(408) 480-2237

SUMMARY OF EXPERIENCE

Four plus years of technical experience in customer support and hardware and software troubleshooting. Excellent communication skills developed in service roles as well as through university education. Experience in customer facing positions as well as back-of-house and professional office environments. Skills with data entry, organization, and inventory.

Expertise in:

Network Administration and Setup on the Cisco Standard Oracle DBA and SQL Basics Troubleshooting hardware, software, and operating system issues Branded and non-branded PCs, laser printers, laptops, and peripherals Hardware repairs such as video cards, motherboards, and hard drives Providing user support by means of remote access tools Ticket resolution and responding to all inquiries in a timely manner Translating technical language to easy-to-understand terms

TECHNOLOGICAL INVENTORY

Operating Systems: Microsoft Windows (including XP/7/8/10); Mac OS; iOS, Android, Windows mobile devices;

Security Technologies: Digital Certificates; BitLocker Encryption; Networking: LANs, WANs, VPNs, Routers, Firewalls, TCP/IP Software: MS Office 2010/2013/365; MS Exchange; Adobe; Java, HTML, TFS Communications: Cisco VoIP; Avaya; NorTel; Voxida; AMCOM; Verizon EMAG; SBAN Power Systems: StruxureWare (APC) UPS and Server Systems Enterprise communications including video conferencing and VoIP, Cisco, Avaya, BlueJeans

PROFESSIONAL EXPERIENCE

Desktop Support at Intuit with ProActive, May 2016 to August 2016

Worked with the OnSite Care team at Intuit corporate headquarters performing desktop support and asset management duties for the campus and remote users. Duties included troubleshooting, repair and diagnosis of issues at a user-facing help desk and managing and preparing assets, including imaging, configuration, database management and e-waste processing.

- Specialized in asset management and procurement for users’ machines- Worked with users to diagnose and repair both common and emergent issues on corporate machines- Performed configuration and setup for Mac, PC, Android and iPhone devices

Systems Analyst II with Stanford University, June 2015 to May 2016

Worked in the University’s central IT Operations Center providing support for communications and technical services on campus. Provided communications and dispatch services for technical difficulties for the University and Hospital campuses. Maintain communications and record keeping during

emergency situations along with performing emergency remediation of technological failures of both hardware and software in various systems.

- Worked alongside specialized University engineers on the maintenance and repair of campus systems- Managed and performed the upgrade and maintenance of an enterprise-level server and UPS network- Provided support for in excess of 25 different systems to University and Hospital members and

affiliates

Technical Marketing Engineer with Del Oro Consulting at Cisco, March 2015 to June 2015

Assisted with the setup and deployment of enterprise networks for Cisco events. Specialized in organization and management of multiple network systems for setup and deployment. Gained practical experience and expertise in network management and administration.

- Worked with other Cisco engineers to design and implement enterprise networks

- Managed administration and organization of network elements and devices

- Worked with larger teams to plan and implement systems for Cisco events

Product Specialist with Charvi IT at Google, December 2014 to March 2015

Managed the feedback triage system for multiple product areas while working with product engineers and a team in India to maintain quality and quantity requirements for feedback inflow and sorting.

- Worked with Google systems engineers to maintain quality standards for Feedback project

- Managed inflow and sorting output for 18 Google Products

- Managed setup and launch for 3 new products within the Feedback Project

Data Entry Specialist with Insight Global at Microsoft, July 2014 to December 2014

Assisted engineers and graphic designers with user-friendliness specifications, Daily business validation testing of various applications with pass or fail metrics to QA team, Entered bugs and enhancement requests to multiple development teams in Team Foundation Studio

- Helped to develop software used for the continued data entry project through use and QA

- Produced valuable data while in testing phase of project

- Maintained high work output through crashes and system difficulties

Computer Repair Technician at AntTech Repair Center at UCI from October 2012 to June 2014

Functioned as a computer technician and technical support specialist on a University campus, working on Windows, Mac and Linux machines for hardware and software support.

- Troubleshoot and repair computer hardware and software

- Advise customers on technological devices.

- Worked with customers to train them on devices

- Telephone support for remote/lab computers that were not portable

Product Advisor at the Microsoft Store from August 2013 to March 2014

Assist customers with Product Information, Services and Purchases, Train customers on Microsoft products

- Specialized in product training

- Provided basic level support for customer devices

- Taught classes and seminars for Microsoft Products

Chemical Waste Program Assistant at Stanford University from June 2012 to September 2012

Sort and prepare Hazardous Waste for disposal, Organize and enter data for hazardous materials waste records, Prepare containers for hazardous waste disposal.

- Reorganized and catalogued chemical waste records

- Inventoried hazardous waste and hazardous waste records

- Maintained documentation for hazardous waste disposal

EDUCATION AND CERTIFICATIONS

UC Irvine, BA in History CCNA (pending)