CHRISTIAN LITTLE ASTARITA

P.O BOX 5864, VALLEJO, CA 94591 H: 7076524764 ♦ christielee34@gmail.com

IT network systems specialist with technical and troubleshooting repair expertise. Includingnetwork installation and maintenance. Team player who is flexible, reliable and adaptable todynamic environments.

Knowledgeable in Mac systemsSkilled in HTML, HTTP and IPAdobe and Adobe Flash proficiencyExpert in disaster recoveryJava system proficientProficient in Norton Antivirus softwareSkilled in TCP/IP and WANWord processingWeb application developmentIT security best practicesWeb application implementationTest-driven programmingFacebook and Twitter integrationLarge computer networksFront-end web languagesImage processingServersLinuxJavaScript

Articulate and well-spokenWorks well under pressureDedicated team playerWorking with shifting prioritiesManaging multiple projects simultaneouslyCustomer service expertAnalytical and critical thinkerFast learnerSkilled multi-taskerDetail-orientedExcellent time management skillsSelf-sufficientGoal-orientedCheerfulMicrosoft Exchange 2013Windows Server2008Windows 7Mac OSActive DirectoryCitrix administrationRapid data entry skillsRapid 10-key data entry65 WPM typing speed

IT TECHNICAL SUPPORT DESK ANALYST , 03/2016 to 05/2016TREASURY WINE ESTATES – Napa, CA

Provide base level IT support to non-technical personnel within the business.Manage call flow and responded to technical support needs of customers.Demonstrate professionalism and courtesy with customers at all times.Identify and solved technical issues with a variety of diagnostic tools.Follow up with clients to ensure optimal customer satisfaction.Research, troubleshoot and resolve complex problems independently.Work closely with team members to meet or exceed all customer service requirements.

PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

Compile and accurately enter electronic data.Use ticketing systems to manage and process actions taken.Build and provide basic end-user troubleshooting and desktop support on Windows, andLinux systems.Managed call flow and responded to technical support needs of customers.Evaluated and responded to incoming sales leads and requests for technical supportassistance.Installed software, modified and repaired hardware and resolved technical issues.Provided base level IT support to non-technical personnel within the business.Resolved customer issues in a clear, courteous and straightforward manner.Resolved problems with malfunctioning products.Followed up with clients to ensure optimal customer satisfaction.Conducted research to address customer concerns.Remained up-to-date on the latest technologies and solutions applicable to companyproducts.Researched, troubleshot and resolved complex problems independently.Worked closely with team members to meet or exceed all customer service requirements.Reviewed technical documentation and procedures.Set up PC and Apple desktops and laptops and all types of mobile devices.Used ticketing systems to manage and process actions taken.Built and provided basic end-user troubleshooting and desktop support on Windows, Linuxand Mac systems.Provided on-call support for critical issues.Assessed client's profiles and aligned them with the best possible products and services tomeet their needs.Diagnosed system hardware and software problems using advanced root-cause analysis.Monitored system logs for all company computers and devices to maximize uptime.Troubleshot and maintained all networking devices and infrastructure across theenterprise including switches, routers and firewalls.Reviewed logs for all networking devices for unresolved abnormalities and problems.Implemented and maintained firewalls, series switches and security appliances.Documented all server and network problems and other unusual events in detail.Communicated with vendors to resolve network outages and periods of reducedperformance.Upgraded and expanded network systems and their components.Evaluated and responded to incoming sales leads and requests for technical supportassistance.

IT TECHNICAL SUPPORT logistics dept., 08/2015 to 01/2016DELIVERYCROWN.COM – Bloomington, CA

Installed software, modified and repaired hardware and resolved technical issues.Provided base level IT support to non-technical personnel within the business.Managed call flow and responded to technical support needs of customers.Evaluated and responded to incoming sales leads and requests for technical support

assistance.Met and exceeded company sales and productivity goals for.Resolved customer issues in a clear, courteous and straightforward manner.Demonstrated professionalism and courtesy with customers at all times.Resolved customer issues in a clear, courteous and straightforward manner.Effectively managed a high-volume of inbound and outbound customer calls.Addressed and resolved customer product complaints empathetically and professionally.Gathered and verified all required customer information for tracking purposes.Defused volatile customer situations calmly and courteously.Produced monthly reports using advanced Excel spreadsheet functions.Obtained scanned records and uploaded them into the database.Scanned documentation and entered into the database.Entered numerical data into databases in a timely and accurate manner.Organized forms, made photocopies, filed records and prepared correspondence andreports

MEMBERSHIP SERVICES/ IT HELP CALL DESK, 03/2013 to 05/2015SAMS CLUB – Vacaville, CA

Met and exceeded company sales and productivity goals for.Resolved customer issues in a clear, courteous and straightforward manner.Demonstrated professionalism and courtesy with customers at all times.Identified and solved technical issues with a variety of diagnostic tools.Provided base level IT support to non-technical personnel within the business.Directed customers to store locations.Received customer payments.Described products and services in detail.Monitored areas for security issues and safety hazards.Assisted customers in selecting items based on needs.Created attractive displays to promote items.Processed customer returns.Completed purchases using Point of Sale systems.Trained new cashiers on procedures, customer service and sales techniques.Assisted on sales floor as needed to maintain service standards.Answered a constant flow of customer calls with up to 5-10 calls in queue per minute.Defused volatile customer situations calmly and courteously.Gathered and verified all required customer information for tracking purposes.Managed customer calls effectively and efficiently in a complex, fast-paced andchallenging call center environment.Resolved service, pricing and technical problems for customers by asking clear andspecific questions.Prepared reports and communication for senior management and clients.

Bachelor of Science: Information Technology w/ Advanced Networking Certificate, CurrentUNIVERSITY OF PHOENIX - 1625 W Fountainhead Pkwy, Tempe, AZ 85282

EDUCATION

Coursework in Bachelor of Science in Information Technology w/ Advanced NetworkingCertificateCoursework in Operating Systems, Algorithms and Programming LanguagesCoursework in Computer Science and EngineeringCoursework in Information Technology and Computer Applications

Associate of Science: Network Systems Administration, 2016ITT TECHNICAL INSTITUTE - Concord, CA

Coursework in Information Technology and Computer ApplicationsCoursework in Computer Science and EngineeringTraining in Customer Service for Technical Support3.45 GPACoursework includes Computer Programming

1.  JILL MADRONOffice Services Manager Napa Valley Unified School District  (707) 265-2363  jmadron@nvusd.org 2.  HEATHER PETREEProfessional musician/instructorNapa/Solano counties(707) 648-1250 3.  JEFF D.Division Store ManagerSAM's CLUB(707) 449-0290 4.  JOSE NUNEZFormer Co-worker/AcquaintanceSAM's CLUB/WAL-MART(707) 419-2679  

REFERENCES