Rich Friedland
Information Technology

8836 Land Star Way
Elk Grove, CA
95758
209-877-7424
richfriedland@gmail.com
Linked-In Profile
 www.linkedin.com/in/rfriedland


Mission
Dedicated, fast learning, hard working, experienced, desktop and help desk certified technician with a substantial background of white glove customer service looking to apply my talents at a company that I can grow with and build a career. I am extremely motivated and have the ability to accomplish many tasks simultaneously. Professional level cross platform help desk support certified by both Apple, Inc. and Dell Services (Apple Certified Help Desk and several DCSE Certifications) I am experienced in call center work, computer hardware and software repair as well as management, training, design and sales.

Desktop Support, Kaiser Permanente, North Vallery Service Area, Sacramento/Roseville, Ca 2008-Present
Currently working as a contractor through Ness at Roseville Medical Center. Supporting Windows (2000, XP, Vista and Windows 7) on Dell and HP desktop computers and notebooks, as well as software, printers, scanners, label printers, projectors, copiers, fax machines, PDAs (BlackBerry, Palm and iPhone) and much more. Performing break/fix and refresh on a network consisting of 10,000 assets. Assembling and maintaining various hardware configurations including battery operated wireless carts for Health Connect, wall mounted PCs, and mobile computers. Troubleshooting hardware/software and LAN connectivity. Creating and modifying users in Lotus Notes. Creating and modifying users in Active Directory, IBM Lotus Applications (Lotus Notes and Sametime Connect), Microsoft Office, PowerPoint, Excel, Nuance Dragon Naturally Speaking, and many more. Setup and support of BlackBerry, iPhone and Palm PDAs. Working directly with doctors and other hospital staff to resolve issues and assist with relocation/refresh projects. Managed time effectively to balance response to trouble tickets according to priority and completing project work when work load allows. Presented a certificate of excellence for work on creation of a website that searches the existing documentation share. KPIT has adopted this website locally as an official tool.


PC Installation and Support, Dell Services, Department of Veterans Affairs, McClellan, Ca 2008
Working on site at the VA Hospital supporting Windows XP on Dell Computers for The Department of Veterans Affairs in McClellan. Perform installation, migration and troubleshooting of computers owned by the federal government. Installing printer drivers and other hardware/software, ensuring connectivity to the LAN. Troubleshooting hardware/software, network and printer issues.


iPhone Product Champion, Apple, Inc. Elk Grove, Ca 2005-2008
Lead team of twenty iPhone agents at product launch. Ranked in top ten for iPhone Support World Wide. Responsibilities in iPhone support include hardware and software for the device as well as iTunes, iPhoto, Windows XP, Windows Vista, Microsoft Outlook, Entourage, Windows Address Book and more. Received AppleCare Excellence Award in 2007 and 2008, Lead three week new agent training, evaluated calls at Apple’s vendor sites, delivered supplemental training on site and at vendor sites. Was active Site Support Engineering backup. Set the bar for customer satisfaction and call resolution. Developed, and delivered, training for both frontline and help desk agents that was adopted by Apple and delivered world wide. Worked all levels of Apple Help Desk Support including Portable Computer, Desktop Computer, Application Specialist, Mac Genius Help Desk Support, iPod + iTunes, Apple Software for Windows OS, Wireless Multi Media, and Apple for Education. Created and delivered training for Apple, Inc. Received awards for top sales in 2006, also ranked number one in the United States for Apple Sales Training Online in March 2007.


AppleCare Agent, Volt Services Inc. Elk Grove, Ca 2005
Worked as a portable computer telephone agent answering calls from end users. Nominated for employee of the month in January 2006. Promoted to iApps (iLife and iWork) Support where I worked as Apple’s GarageBand and Jam Packs SME (Subject Matter Expert). Hired by Apple directly early 2006.


Communications Assistant, MCI, Inc. Riverbank, Ca 2002-2005
Worked for MCI as Relay Operator assisting hard of hearing and speech impaired customers. Received many awards for speed and accuracy. Recognized for accuracy with MCI Achievement Award in 2004. Received five consecutive perfect attendance awards as well as many others. Top Operator in 2005.


Service Writer, Sperry’s Automotive, Inc. Modesto, Ca 1996-2002
Answered telephone, prepared estimates, worked cash register. Assigned jobs to repair technicians and coordinated estimated time of completion with customers. Responsible for stocking supplies and keeping inventory. Maintained computer network, hardware and software.


Audio Engineer, Sphire Productions
Over ten years experience with audio and MIDI production on computer based digital audio work stations. Trained audio engineers on Mac OS X and Logic Studio. Performed hardware and software upgrades, designed studio space solutions. Designed and help construct sound isolation and control rooms. Assisted project musicians with all aspects of home based recording, mastering and post production. Developed websites to and promotional packs for artists.


Education

Operating Systems
Windows (all versions), Mac OS X, Mac OS 9, Linux (Ubuntu, Fedora, Red Hat)

Development
HTML, XHTML, CSS, JavaScript/DHTML, XML, VBScript, Bash (shell scripting), Batch Scripting, Apple Script, SQL, Drupal, Wordpress

Experience
Background of cross platform support, outstanding customer service and a natural talent for customer care and sales. Experienced in large scale network environments and working with high profile customers. Familiar with Epic systems, HealthConnect, Nuance Dragon, and other software used in health care. Great deal of experience in Remedy, PeopleSoft and other ticketing systems. Great time management skills. Mac OS X Help Desk Certified, Desktop Certified, Professional level support on all versions of Mac OS X, iWork, iLife, Logic and Final Cut Studio and Apple software for Windows XP and Vista. Many years experience with Microsoft Windows OS and supporting related hardware.
Experienced in managing, mentoring, training and coaching new and experienced technicians. Supported end users and agents on dozens of applications. Firm understanding of networking, email protocols, computing hardware and software. Page layout, desktop publishing, web design, audio and video editing. Advanced isolation and troubleshooting techniques. Maintained computer networks and websites for small businesses, also provided hardware support on desktop and portable computers.
Experienced in Microsoft Office Suite (Word, Excel Outlook/Entourage and PowerPoint). Experienced in Adobe Creative Suite (including Dreamweaver and Photoshop), Autodesk AutoCAD, Propellerhead Reason, Cakewalk Sonar, Steinberg Wavelab and related software. Professional level support on Final Cut Studio (Final Cut Pro, Motion and LiveType), Logic Studio (Logic Pro, WaveBurner, and Main Stage). Experienced with software used in a medical environment (Epic Systems, HealthConnect, Nuance Dragon). I have worked extensivly with audio and video equipment. In my previous roles, I have helped different business partners with everything from creating training in PowerPoint and/or Keynote to setting up training rooms with video projection devices and audio. I am a 75 WPM touch typist with exceptional written and verbal communication skills. A natural knack for sales. Extremely organized, strong time management skills.


Accomplishments

Referrals
Sean Galvin: sgalvin@apple.com, Vendor Management at Apple, Inc. Austin, Tx
Chris Rosso: crosso@apple.com, Sr. Training Developer World Wide AppleCare at Apple, Inc. Elk Grove, Ca
Tamal White: twhite@apple.com, Contact Center Analyst at Apple, Inc. Elk Grove, Ca