Mark Schamber
Santa Ana
Summary
Dynamic IT Technical Support Specialist with extensive experience at Tower Semiconductor, adept at desktop and laptop repair, and skilled in Active Directory management. Proven track record of enhancing customer satisfaction through efficient problem-solving and implementing best practices in asset management. Committed to delivering exceptional service and technical support. Always looking to learn new skills, and improve old ones.
Overview
33
33
years of professional experience
1
1
Certification
Work History
IT Technical Support Specialist
Tower Semiconductor
Newport Beach
03.2019 - Current
- Maintained accurate documentation of all IT assets, including desktops, laptops, and printers.
- Installed and configured computer hardware, operating systems, applications and networks.
- Troubleshot complex technical problems with desktops, laptops, printers and peripherals.
- Configured Active Directory accounts for new users ensuring appropriate access rights are granted based on roles and responsibilities.
- Provided assistance in configuring mobile devices like tablets, phones, for corporate access needs.
- Managed ticketing system, ensuring all support requests were addressed in accordance with SLAs.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Implemented best practices across all levels of the IT organization regarding desktop deployments.
- Ensured compliance with relevant industry standards while performing daily job duties.
- Deployed new workstations using automated imaging tools.
- Configured and maintained Cisco VoIP phone systems and desk phones.
- Upgraded conference rooms with new AV tools to facilitate the switch to the MS Teams environment. Provided technical support for all A/V equipment.
- Upgraded auditorium AV equipment and operated on a regular basis for all events.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Senior Desktop Engineer
BiPro Computers
El Segundo
05.2004 - 02.2017
- Performed both in-store and on-site repairs on PCs, Macs, notebooks, phones, tablets, printers, and networks.
- Managed the repair area for notebook and desktop repairs.
- Building desktops and servers for consumers and businesses, such as Boeing and Raytheon.
- Streamlined service center procedures and operations to increase customer satisfaction.
- Set up the NAS with all software utilities and drive images.
- Responsible for the daily operation of the service department.
- Upgraded in-house technology to facilitate faster repairs.
- Improved service policies, and created technician tools and repair tools for computer repair.
- Set up the HD-DVD demo room and home theater system.
- Modernized the website and set up online 'specials' and 'comments' systems.
- Handled all in-house and outsourced hard drive data recovery.
Desktop Support Engineer
Exxonmobil
Torrance
05.2003 - 02.2004
- Provided desktop support for over 900 users in five locations, including the Torrance Refinery.
- Assisted in continuous rollouts of new hardware and software.
- Maintained a 100% safety record and was instrumental in numerous safety enhancements.
- Streamlined repair of Symbol handheld computers, resulting in faster turnaround.
- (contract)
Senior Desktop Engineer
Netcortex, Inc
Berkeley
10.2002 - 01.2003
- Improved helpdesk response time and customer satisfaction.
- Created a web-based helpdesk tracking system and remote control system.
- Senior engineer in all special projects.
PC/LAN Analyst II
Wells Fargo & Company
San Francisco
06.2002 - 09.2002
- Working with the ISG team to expedite 900+ user Active Directory migrations.
- Quickly and efficiently resolving service requests from customers.
- Organizing LAN facilities to improve inventory control and accessibility.
- (contract)
Desktop Support Engineer
Pluris
Cupertino
03.2001 - 03.2002
- Created and maintained the internal IS website, providing a central location for support information, system updates, and network status, resulting in fewer support requests and more efficient problem resolution.
- Decreased initial desktop deployment time by organizing and creating master images for all Dell desktop and laptop systems.
- Researched and created an internal company bulletin board system.
- Worked with the Marketing and Customer Service departments to finalize the production of Pluris product documentation on CD.
Desktop Support Technician
Kanisa
Cupertino
10.2000 - 02.2001
- Provided end-user desktop support for multiple clients.
- Part of the team maintaining servers and related equipment.
- Key responsibilities in corporate relocation.
- Researched and purchased new office equipment, providing improved efficiency, capability, and cost savings.
- Purchased and installed audio/visual equipment for the new boardroom.
- Supported Lucent PBX phone and voicemail system.
- (Contract extended due to excellent performance.)
Manager of Information Systems
DEMA- Diving Equipment and Marketing Association
Anaheim
07.1997 - 04.2000
Product Support Analyst
State of the Art (MAS90)
Irvine
05.1996 - 10.1996
- (contract)
Freelance Technician
10.1992 - 01.1994
Systems Integrator/Computer Technician
Fry’s Electronics
Manhattan Beach
02.1992 - 10.1992
Education
High School Diploma -
Brethren Christian HS
Paramount, California06-1990
Bachelor of Arts - Electronic Engineering
DeVry University
City Of Industry, CASkills
- Desktop and laptop repair
- Windows/Windows Server/Active Directory
- Office 365/Teams/SAP
- Linux/Ubuntu
- Board-level repairs including soldering
- Printers & scanners
- Smartphones & mobile devices
- Conference room AV Systems
- Network switches & cabling
- Wireless systems
- Audio/Video systems
- Ticket management systems
- Imaging and Deployment Systems
- Data recovery utilities
- VoIP systems
- Asset management
- CompTIA A Certification
Personal Information
Title: Desktop Support Engineer & IT Professional
Industry Qualifications
All desktop and server systems, Notebook repair including board level repairs and soldering, System integration/installation & repair, DVD/CD-ROM, printers, scanners, NAS, Palms, Blackberry, smartphones and all accessories, Cabling for telecommunications and networking including RJ45/RJ11 and RG59/69, Network switches, routers, wireless systems, Audio/Video systems and cabling, home theatre systems and Media Centers, Multiple ticket systems, Quickbooks, Multiple Antivirus systems, SCCM, Norton Ghost, Adobe Acrobat, Photoshop, Multiple diagnostic and data recovery utilities, Windows: 3.0-10, Windows Server, Office: 97-2016 & 365, OSX, Linux: Ubuntu, Red Hat, other distros
Certification
- CompTIA A+ Certification
Timeline
IT Technical Support Specialist
Tower Semiconductor
03.2019 - Current
Senior Desktop Engineer
BiPro Computers
05.2004 - 02.2017
Desktop Support Engineer
Exxonmobil
05.2003 - 02.2004
Senior Desktop Engineer
Netcortex, Inc
10.2002 - 01.2003
PC/LAN Analyst II
Wells Fargo & Company
06.2002 - 09.2002
Desktop Support Engineer
Pluris
03.2001 - 03.2002
Desktop Support Technician
Kanisa
10.2000 - 02.2001
Manager of Information Systems
DEMA- Diving Equipment and Marketing Association
07.1997 - 04.2000
Product Support Analyst
State of the Art (MAS90)
05.1996 - 10.1996
Freelance Technician
10.1992 - 01.1994
Systems Integrator/Computer Technician
Fry’s Electronics
02.1992 - 10.1992
High School Diploma -
Brethren Christian HS
Bachelor of Arts - Electronic Engineering
DeVry University
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