Riad Mora Email & Phone Number

Yosemite National Park

• MICROS Administrator - Primary contact for all MICROS systems related issues, and support• IT Liaison - Adhere to the corporate policies for computer hardware / software; approve, deny, and/or modify orders as needed• Desktop Lead - PC and peripheral break/fix, troubleshooting, and deployment.• Backup support for SMS, Retail Pro, network, Telecomm and wireless• IT Asset management - Track, document PC and other assets ordered, deployed or replaced• Technical Writer: Technical walk-through for all levels of technical knowledge (system processes and procedures)

Yosemite National Park

• Primary contact for Deskside support, computer system/thin client build, image, and deployment, backup and recovery, CHAMPS, ShopFax, and Cash Operation support• Provide phone, remote, e-mail, and desk side support to Yosemite users, POS, networking, and other peripherals.• Secondary contact / On-Call support for Micros, Retail-Pro, Springer-Miller System, Print server, tape backup• Technical Writer – System Administration, walk through, best practices and troubleshooting procedures

Livermore, Ca

• Provide phone, remote, e-mail and desk side support to the Sandia – Livermore site. • Detailed documentation of all issues, processes and resolutions. • Adhere to strict Department of Defense and Department of Energy policy and guidelines involving all computer and data related processes.

San Francisco Bay Area

Gilead Sciences: • Respond and resolve tickets and internal assignments issues by web, e-mail, and phone or walk up.• Recommend and assist lab users ordering computers based on vendor specs and end-user needs. • Support lab computers; work with vendors to resolve issues. • User Account Services: Process, grant, remove network folder access requests following IT policy. • Image, Move, Add, Change (IMAC): Image/rebuild/repair and deploy computer for new hires or end-users.• Assist users migrating to Windows 7 and Office 2010• Resolve and identify Wireless, and other communication issues IMPAX Laboratories: • Provide phone, e-mail, and web remote support as needed to on-site or remote users.• Maintain and create inventory control procedures for desktops, laptops, printers and other peripherals and equipment. • Prepare desktop and laptops hardware for Windows 7 rollout. • Verify, download, update or resolve software issues that could hinder or halt Windows 7 rollout. • Document instances of Windows 7 failures and processes for repair or work around.

Palo Alto, Ca

CV Therapeutics (purchased by Gilead Sciences 2009): Helpdesk / Desktop / Laboratory / Executive Support. Last position held – Configuration and Deployment Manager• Provide Phone, e-mail, and / or in-person support to end-users.• Manage, create and deploy department specific images and drivers. • Deploy field and on-site computer setups. • Troubleshoot, repair, or replaced laptop/desktop/server hardware. • Inventory, test / recommend and create purchase requests for desktops, laptops, and other peripherals.• Install and configure user profile with approved software per company policy and procedures. • Create technical walkthroughs used companywide. • Troubleshoot, diagnose, and identify hardware or software issues. • Create, manage and resolve user account and folder permission access.Special Projects include:• Mass roll out of 300 sales force agents• Deployment, configuration using Microsoft Business Deployment System Center• Migration from Windows 2000 to Vista - Build Team lead• Migration from Office 2003 to Office 2007• Team member for building subnet domain for laboratory network

Stockton, California Area

• Save Mart Supermarkets: Desktop Support, Wyse terminal installation, new PC rollout.• Sutter Gould Medical Foundation: Emergency virus definition upgrade, desktop support, PC rebuilds, application upgrade migration, data recovery and storage.• Quik Stop: Provided technical, computer and POS support to all satellite offices and stores. Reconfigured, repaired, or installed POS, PC and other technology as needed.

Tracy, California

Maintained and ensured store process and procedures are followed per guidelines of corporate headquarters. Tracked and created schedule for employees. Resolved escalated customer issues. Provided first time or remedial training. Hired and terminated employees.

Horsham, Pennsylvania

Provided first call resolution for call center queue. Assisted users with ISP connectivity issues, router and modem configuration as well as dialup connection issues. Created first time user walkthrough and standard troubleshooting documentation.

Bala Cynwyd, Pennsylvania

Bala Cynwyd, PennsylvaniaBuild, deploy and setup computer based on department or special request builds. Provide phone, e-mail, and remote support or in person when required. Assist with Raptor VPN and network connection issues. Assisted in configuration and building of test subnet domain for Y2K troubleshooting, and testing.