S.

Frank Tarango
35008 Pala Temecula Rd #58 Pala, CA 92059
Mobile: (951) 591-1383 Email: st8e8dc2@westpost.net
Solutions-focused, self-motivated IT Support Help Desk Analyst with a comprehens
ive background in resolving technical issues and directing mainframe operations
processes. Excels at overseeing all aspects of troubleshooting, installations an
d maintenance for various desktop operations, hardware and software. Highly vers
atile; quickly masters new roles, responsibilities, technologies and environment
s. Reputation for integrity, dedication, work ethic and analytical skills. Areas
of expertise include: Help Desk Support * Troubleshooting * Repair * Customer
Service * Document Security * Internet / Intranet * IT Problem Resolutions * De
cision Making * User Training & Support * Curriculum Development * Remote Access
Software * Leadership * Staff Training * Logistics.
Technical Proficiencies experience with large scaled Mainframe Operations and Wi
ndows 95 / 98 / NT / XP / 2000 Networking environments & their communication per
ipherals (controllers, printers, servers, routers, etc.), ~ Novell NetWare ~ TCP
/IP ~ LAN/WAN ~ Citrix ~ UNIX ~ MS DOS ~ ESS/Vantive ~ Expert Advisor ~ Remedy U
ser ~ MVS/XA ~ JES2 ~ PC Anywhere ~ TSO/ISPF/SDSF ~ Netview/NCCF ~ VTAM ~ VPS ~
RACF/ACF ~ TPX ~ Tivoli ~ VPN Remote Access ~ Extra! Personal Client (mainframe
terminal emulation) ~ Lotus Notes ~ Outlook/Exchange ~ MS Office Suite ('97-2007
) Word / Excel / Access / PowerPoint.
PROFESSIONAL EXPERIENCE
HELP DESK ANALYST, INTERMEDIATE, Kaiser Permanente Foundation Hospitals 11/99 ~
04/10
Primary responsibilities are to provide first level technical support for Kaiser
s' Business Partners located in medical offices, hospitals, and Pharmacies, all
across the United States. With a 1st level resolution rate of 80%, assisted Busi
ness Partners any problems that arise within Kaiser's network windows environmen
ts, & intranet applications, which included PC desktops, hardware devices prin
ters, routers, etc. Applied technical skills to effectively analyze & conduct pr
oblem determination in a timely matter. An extensive background with Windows (de
sktops, servers, etc.), network (LAN/WAN), hardware, printers, POS (pharmacy) ma
chines, mainframe terminal emulation, standard office windows applications, i.e.
: MS Office Suite, Lotus Notes, Outlook, and all of Kaiser's Members' Internet s
ites & Kaiser's Intranet (application's) sites. Performed remote login into the
Business Partner's desktop (via PC Anywhere) to determine and resolve problems.
Record all incoming calls into the call tracking system (Remedy), record inquiri
es, quick resolution/fixes, & if needed escalate problems to the appropriate 2nd
level support group. Troubleshoot all wireless connectively problems and assist
ance with installing CISCO VPN remote access software. Configured Lotus Notes ap
plication onto Business Partners workstations/PC's to access their email message
s, setup archive databases to store email messages, and/or to setup Out of Offic
e replies. Reset passwords on all Kaiser Permanente's applications, that were pl
aced on the Citrix, UNIX, and/or Telnet servers, passwords were also reset for,
Windows AD User IDs', Mainframe RACF ID's, Kaiser's Intranet applications, and o
n the Remote Access sever, after ensuring all correct security policies and proc
edures were followed.
HELP DESK/NETWORK ANALYST, TekSystems @ GTE Customer Networks 04/99 ~ 09/99
Monitored the entire network environment's connectivity for the County of San Di
ego, to ensure all of the county's libraries, courts, jails, sheriff stations, a
nd administration offices' network system were available to the customers. Logge
d all network problems in the Remedy AR User tracking system. Dispatched network
technicians when necessary. Pinged and Telnet to IP addresses to check for any
errors and/or to check for any dropped connections. Managed and unmanaged the en
tire routers, switches, ports, and hubs' configuration with applications Open vi
ew, & UNIX system. Employee of the month, May 1999
HELP DESK SUPPORT ANALYST, TekSystems @ Computer Science Corporation 11/98 ~ 04
/99
Provided technical and help desk (first level) support services to external cust
omers. Applied advanced technical skills to conduct problem determination and ef
fectively analyze the true nature of each customer's problem. An extensive worki
ng knowledge was required for various types of IT hardware and software problems
, desktop applications (Word, Excel, Lotus Notes, etc.) and networking systems (
Windows '95, NT, Novell, etc.). Assisted customers to analyze and resolve each o
f their problems, i.e.: logging onto the network, system lock ups, mainframe ter
minal sessions, data line connections, VPS mainframe and desktop printing, setti
ng up email addresses, etc. Reset all mainframe RACF, Windows '95, NT, Novell lo
gon User ID's passwords. Ensure all customers were updated with the status of an
y outstanding problems, in a timely matter.
CLIENT SUPPORT ANALYST, Sony Electronics 11/97 ~ 07/98
Provide technical support and help desk services to all of Sony's internal and e
xternal clients. Conduct problem determination and provide effective resolutions
to meet the client's technological needs. Requires expert and/or advanced techn
ical skills to accurately analyze the true nature of each problem and choose the
best appropriate solution for the client. Require logging all calls and service
requests into the call tracking system, Expert Advisor. Assess and assign a sev
erity level then, if necessary, assign to next level support, inform client of d
etailed status, and close each problem in a timely manner. This position require
s a good working knowledge of various software applications (Ms Word, Excel, Lot
us cc: Mail, etc.), and hardware systems (Windows '95, NT, Novell, MS/DOS, etc.)
. This included mainframe systems such as, TSO, SDSF, User Submitted Jobs, JCL,
etc. Responsible for administering mainframe (RACF) security to the mainframe ap
plications which are supported by Sony's IT department. Includes assigning of ne
w RACF User ID's, updating and/or adding additional access to a users' ID's, res
etting client's passwords, and researching problems associated with the client's
User ID. Also, reset client's passwords on the Novell, Windows '95, NT, domains
and mail applications. Serve as Computer Operator, covering the Data Center's O
perations during their monthly staff meetings. Which includes, mounting tapes, b
ringing down CICS Online mainframe applications, monitoring production batch job
s, and answering both IT Client Support and Data Center's Operations phone calls
.
COMPUTER SPECIALIST,Thomas Staffing @ Encina Wastewater Plant 03/97 ~ 09/97
Responsible for retrieving (from within the Maintenance Dept.) the data that was
recently converted from a MS/DOS database program, onto a Windows NT/Microsoft
Access application database program, Uptime for Windows. Responsible for analyzi
ng invalid data entries, incorrect input screen fields and designing (and/or val
idating) database reports. Accurately evaluate the nature of these problems then
furnish detailed resolutions to correct the problems effectively. Also, provide
d updated procedure manuals for the department to reflect the newly converted da
tabase. Held training sessions on Windows 95, file manager, taskbars, creating s
hortcuts on a desktop, etc., and MS Office applications. May of 1997 ~ Employee
of the Month
SR., SYSTEM SUPPORT ANALYST, National Education Centers 09/88 ~ 09/96
Applied advanced technical knowledge to the in-house mainframe system - Student
s Automation System/SAS, LAN network, IT hardware systems (Windows 3.11, Novell,
etc.) and software applications (MS Word, Excel, etc.). Provided technical supp
ort to all internal users. Analyzed and resolved any type of problem encountered
by users, such as password failed, network connection failure, documents/report
s not printing, etc. 90% of the calls were resolved and 10% were escalated to th
e appropriate Lead Programmer. Required to log problems using the automated prob
lem log tracking database. Monitored the problems to resolution and provide a de
tailed status to the users. Assisted the project lead programmer with the conver
sion of a new Accounting System onto the in-house mainframe application (SAS). A
s a part of my job duties, I served as the; Security System Administrator, I was
responsible for adding all new User ID's, made modifications to existing User I
D's. Each User ID is place in an ADABAS COBOL program within the SAS application
and added new, modified existing, & deleted all email accounts onto EMC/TOA mai
nframe software application. Created an On-line System Access Request database (
within EMC/TOA application) for all submitted request forms, to be reviewed week
ly & stored online, to reduce company costs by going paperless. Held training cl
asses quarterly for newly hired Executive Director(s) at the vocational school's
campuses. Supported in-house production application (SAS) and corrected the use
r's educational problems (i.e., student's records, government student loans, etc
.) on the Admissions, Education, Financial Aid, and Accounting production screen
s of SAS.

Reference available upon request