SUMMARY:

• Bilingual in the English and Spanish languages
• A+ Certified
• Certificate of Competency in Windows
• Working towards MCP/MCITP and CCNA
• Microsoft Outlook 2003, 2007,2013
• Troubleshooting and configuring Microsoft Office 365
• Experience with troubleshooting problems with the internet sites, options and updates and technical support.
• Experience with using SCCM to push software
• Currently working on HDI Certification for Helpdesk Analyst
• Certified in ITIL Foundation 3.0
• Working on getting MCP but my goal is to get MCSE certified
• Experienced in helpdesk support for 50,000+ users.
• Troubleshoot break/fix Mac laptop and desktops software.
• Experienced in multiple ticketing systems, Remedy, SAP, Altiris, SalesForce, Spice works and PeopleSoft.
• Supporting multiple O/S, XP, Vista, Win7, Win10, O365, and Mac OS.
• Experience with Active Directory and Microsoft Outlook.
• Experience with Active Directory password resets and adding users to workgroups.
• Experience with Multiple browsers IE8, Firefox, Mac Safari, and Google Chrome.
• Currently enrolled in N+ and Security+ certification classes

WORK EXPERIENCE:

Senior Site Engineer

Confidential

Responsibilities:

• Worked with AD resetting accounts
• Setup and maintained AV equipment
• Setup new hire laptops
• Setup visitor and new hire desk setups
• Involved in requesting folder access for users
• On call rotation after hours support
• Configured conference rooms setup and support for training rooms
• Assisted with new hire orientation training
• Used Service Now ticketing system
• Ran Network health checks and speed tests
• Used Intune for setups on mobile devices and email
• Dealt with domain issues
• Dealt with VPN issues troubleshooting remote users
• Used Logmein for remote issues and support
• Had Weekly meeting with both global IT and infrastructure team for updates
• Received calls and emails from users needing support
• Patch and activate ports in server room
• Made recommendations on current processes and how to improve on them
• Reporting directly to IT director and meet weekly on any updates regarding IT ServiceDesk
• Directly supporting Executive and VP status clients
• Due to the nature of this position was involved with compliance regulatory training
• HIPPA trained as we had to deal with patient information
• Dealt with FDA meetings as well as audits

Senior Site Engineer

Confidential

Responsibilities:

• Worked in AD resetting accounts
• Created Microsoft 0365 accounts
• Created email accounts for new hire's
• Was involved with account terminations
• Involved in requesting folder access for users
• On call rotation after hours support
• Bought software licenses for user’s different application
• Ordered hardware via dell or amazon for new hires or users requesting hardware
• Assisted with new hire orientation training
• Worked on backup tapes once a week/ via iron mountain
• Worked on ticket in ticking system
• Did conference room check and testing of IPads and a/v equipment
• Dealt with domain issues
• Dealt with VPN issues troubleshooting remote users
• Used Teamviewer or Landsweeper to connect to users
• Setup email on cell phones and IPads
• Received calls from end users
• Learned all application software used and also contacts for those nonstandard applications
• Setup cisco IP phones and configuration of extensions and voicemail.
• Deal a lot with the processes for the clinical development of drugs for diseases

Contractor

Confidential

Responsibilities:

• Learning Process and procedures of help desk role
• Assisted with end of year desktop refresh
• Helped change and add to SOP's
• Learned all systems of the helpdesk role
• Familiarized myself with Confidential culture and people
• Check daily tickets in queue
• Make and receive helpdesk calls from end users needing support
• Learned cisco unity phone system
• Application support for end users
• Ordering and deploying of systems
• Attend all conferences and be there for any technical issues
• Attend new hire trainings
• Learned location of all building and IDF closets

Service Delivery Specialist

Confidential, Clackamas, OR

Responsibilities:

• Imaging all Dell hardware for new hires, set up of accounts and email along with desk locations
• Work with our other Service Delivery Teams on the west coast region for any outages or technical issues
• Setup of company IPhones and IPads
• Setup of MDM Airwatch software on phones for email security
• Service now ticket system used as well as NetPro for managing computer and devices on network
• Worked on all Microsoft applications including on mac laptops, office 2010 - 2017 and office 365
• Travel to remote locations to provide assistance with rollout and special events that needed extra IT help
• • Creating SOP for our KB
• Procurement of hardware for sites from dell or through our vendor
• Work on backup tapes from our server location to send to Iron Mountain weekly
• POS were Galaxy and Epos along with 2 other POS systems for food and beverage and sales
• Used Crashplan as backup software

IT Support Analyst

Confidential

Responsibilities:

• Supporting our Tier1 team in India with information or taking call transfers to resolve tickets
• Involved with team meeting on what problems are occurring and what solutions are working to solve those issues • Assisted in the migration of 10,000 end users from Microsoft 2013 to 2016, used SCCM for software pushes and utilized SCCM to install licensed software for install laptops, desktops.
• Support over 50,000+ employees with everyday troubleshooting tasks and responsible for completing over 100 tickets daily
• 24/7 support by U.S based location as well as India and Taiwan
• Troubleshooting users' problems within Office 365, assisted with access issues related to SharePoint and Microsoft Outlook/Exchange
• Tools used were Bombgar, RDC, AD and Unix\Linux tools for resetting passwords
• Service Now, Remedy, PeopleSoft, Altiris ticketing systems
• Worked on all Microsoft applications including on mac laptops
• Installed and fixed all applications engineers would use daily
• Worked with other departments to make sure user would be assisted either with re imaging of pc's or hardware issues • Calls ranged from forgotten password to break fixes to how to navigate our intranet or report pages that were down or not working correctly on an employee's computer
• Worked with Citrix as well as VMware
• Used internal KB to look up articles on how to fix issues as well as give feedback on articles and make sure outdated information was changed.
• Weekly team meeting on trending issues we would experience

Support Analyst

Confidential, San Diego

Responsibilities:

• Support over 50,000+ employees with everyday troubleshooting tasks
• Team Environment
• 24/7 support by U.S based location as well as India and Taiwan
• Tools used were bombgar, RDC, AD and Unix\Linux tools for resetting passwords
• Service Now ticket system
• Worked on all Microsoft applications including on mac laptops
• Installed and fixed all applications engineers would use daily
• Worked with other departments to make sure user would be assisted either with re imaging of pc's or hardware issues • Calls ranged from forgotten password to break fixes to how to navigate our intranet or report pages that were down or not working correctly on an employee's computer
• Worked with Citrix as well as VMware
• Used internal KB to look up articles on how to fix issues as well as give feedback on articles and make sure outdatedinformation was changed.
• Weekly team meeting on trending issues we would experience
• Direct contact with our NOC when systems would go down and create trouble tickets for those issues
• Working with leads on training and team builder exercises
• Would log into print server to fix any issues with printers. Lost drivers or full print queue's
• Worked with all levels of employees from engineers to executive VP's
• AD used for resetting user account passwords, making sure information for employee was correct, moving computers to correct OU's for Group policy's to be correct for specific computers. Unlocking user accounts as well.

IT Support Analyst

Confidential, California

Responsibilities:

• Working in AD to reset passwords change security groups move computers to different OU's
• Using Ticketing system (ServiceNow) for updating resolving and logging in new tickets
• Would take inbound calls and go out into the park to also fix issues with phones, computers and POS systems
• Used Active Directory to setup user accounts and for password resets for internal employees also to make sure computers were in correct OU
• Building KB articles and submitting them to our KB knowledge base
• Attending meeting and keeping up to date on current issues, projects and updates regarding systems
• Setting up IPhones IPads configuration along with up to date OS and MDM
• Doing morning checks in admission and bigshop retail stores to make sure scanners and POS systems are up and running correctly
• Upgrading systems also break fix issues with hardware
• POS systems were Galaxy, Micros and Clarity

Product Support analyst

Confidential, San Diego

Responsibilities:

• Support all 4 products for company
• Used Active Directory for passwords resets also to fix any issues with an employee's account including wrong spelling ofname in email creation and to make sure they were on the correct exchange server.
• Creating accounts for internal and external end users
• Attention to detail when creating accounts
• Giving security access to certain portions of every product
• Using salesforce to update, track and close out tickets/cases
• Using ldap to update users in AD system
• Participating in team meetings
• Making sure we comply with SLA's
• Creating formulary for hospitals and benefits companies
• Supporting proprietary Enterprise Software for coding to individual clients

I.T Help Desk

Confidential, San Diego, CA

Responsibilities:

• Desktop Support role support over 1000+ users in an enterprise environment
• Answering phones calls and providing end user support
• Using Altiris ticket system
• Imaging pc and workstations including Development workstations
• Working on applications for mac including parallels and boot camp
• Deploying all hardware to different building within campus
• Setting up time slots to add software/hardware to machines.
• Responsible for ticket queue
• Using AD for resetting passwords and moving computers to correct OU. Also to make sure passwords were syncing correctly via LDAP.
• Using Microsoft exchange to setup DL's