SUMMARY

• Over 15+ years of technical maintenance experience in supporting high - end clients including Senior Level Executives, CEOs, CFOs, Presidents, Surgeons, Doctors, Utility companies, hospitals, counties and laboratories.
• Expertise in end user devices including Desktops, Laptops, Operating Systems, Handheld Devices (iPhones, iPads, Android Devices, & Desk Phones).
• Extensive technical maintenance experience and being a versatile, creative troubleshooter, perfect fit for the role which requires such expertise.
• A great team player with remarkable customer service and excellent communication skills

PROFESSIONAL EXPERIENCE

Confidential

IT Systems Support Technician

Responsibilities:

• Lead Admin deploying Windows 10 workstations throughout the district
• Configured WIM images and set-up deployment processes using Windows 10 task sequence to roll out Windows 10 across the organization
• Coordinated with IT staff and end users to test application compatibility and create installation documentation
• Assisted with developing procedures for help desk and desktop support towards ongoing Windows 10 deployment and Administration
• Administered server infrastructure for Deployment Servers using Windows MDT Server 2012, Print Servers, Inventory Management Services and Ticketing System including other remote monitoring management and configuration systems
• Provided operational support for all District IT Systems including additional helpdesk support for the Client.

Confidential

IT Support Endpoint Technician

Responsibilities:

• As a key member of IT Operations, I will be responsible for receiving, resolving or correctly routing all tier 2 and tier 3 desktop engineering incident and service request tickets. Responsibilities include overall management of the ServiceNow desktop support queue, including accurate routing of tickets that they are unable to personally resolve.
• Folder Redirection, profile rebuilds, Liaison between Tier-3 Tier-4 support
• In addition, I also installed, configure, implement, test, automate, upgrade, repair, and maintained desktop software applications. Coordination with IT and third party vendors to resolve complex desktop hardware/software issues. Prompt technical solutions and support regarding desktop computer hardware and software issues provided.
• Technical consultation to business units to minimize downtime, will utilize various diagnostic tools, and will coordinate desktop problem resolution activities among users, technical support teams, and/or vendors. Very strong troubleshooting skills, outstanding communication and collaboration skills, and laser focus on exceptional customer service.
• Knowledge transfer both formally and informally with IT Operations support staff and end users as required. Participated in projects, by assisting in project planning, reviewing and conducting work activities for projects, and providing technical expertise

Confidential, Walnut Creek, Ca

Senior IT Support Engineer

Responsibilities:

• End User\ Remote Support with ticketing system Samanage, Performed Remote\ Onsite installation(s), configuration(s), repair(s), and maintenance of all workstations, laptops and mobile devices. Email account(s) setup using Outlook 2016
• associated peripherals including related software: Bios, Firmware, updates, new patches or removal of vulnerabilities, encryption
• Migration from Windows 7 to Windows 10 OS 64 bit upgrades, system configuration, network settings, troubleshooting
• Assist IT Team with day to day operations, detailed asset record tracking and PCI vulnerability updates including Active Directory, Qualys, Altiris, Tier 1 - Tier 4 support for incidents, tickets and\ or change requests
• Leason for third party vendor applications, special software configuration(s), updates, patches and new software deployment
• Operating Systems: Windows 10 (64 bit), Windows 8, Mac OS (High Sierra, Mavericks, Yosemite), Microsoft Office 2016\ 2013\2010, Mac Office 2016, 2011

Confidential, Redwood City, Ca

Information Systems Specialist

Responsibilities:

• Systems Operations Linux administration, access to servers, lab systems, remote and local systems
• End User\ Remote Support with ticketing system RT, Performed Remote\ Onsite installation(s), configuration(s), repair(s), and maintenance of all workstations, laptops and mobile devices. Email account(s) setup using Exchange Server 2016, printers (local and networked) support\ configuration(s) associated peripherals including related software: Bios and Firmware updates
• Migration from Windows 7 to Windows 10 OS upgrades, Office Suite upgrades, using scripts, which includes system configuration, network settings, troubleshoot, documents, setting and additional data as well
• New Hire accounts created with LDAP, Active Directory, Kerberos authentication, VPN, with permissions including mailing lists on Mailman, BOX, Google and Barracuda spam filters etc.
• Application Support including access requests, adding and terminating users from groups on Linux servers using shell, Linux commands, CVS updates\ commits, including access to Jira, Github, Git, SVN, Docker
• Operating Systems: Windows 10 (64 bit), Windows 8, Mac OS (Sierra, Mavericks, Yosemite), Ubuntu 12.04, Ubuntu 14.04, Linux Centos 7, Microsoft Office 2016\ 2013\2010, Mac Office 2016, 2011
• Laptop Support including hardware and software upgrades, Bios flashing, firmware updates of the following machines: IBM Thinkpad, HP Studio Books, Mac Books, Dell, HP, Microsoft Surface Books
• Data Center Work including racking servers, utilizing RackTables, IPMI updates, hardware upgrades, cable management

Confidential, Santa Clara, Ca

Lead Field Services Technician

Responsibilities:

• On a day to day basis deploying images using Microsoft Deployment Toolkit and SCCM. Supported 500+ users onsite at the company via ticketing system Service Now, walk up service (IT Window), phone and email support. End user support provided for devices during field visits or dispatches Working consistently with Windows, Linux, and Mac environments due to engineers building modules and engineering GPU cards.
• Operating Systems: Windows 10 (64 bit), Windows 7 (64 Bit), Windows XP (Sp3), Windows 8, and Mac OS (Sierra, Mavericks, Yosemite, Snow Leopard, Mountain Lion) supported Ubuntu 12.04, Ubuntu 14.04, PGP encryption, File Vault Encryption\ Decryption; Bitlocker Encryption\ Decryption; Office 365, Microsoft Office 2010\ 2011\2013. Cisco Duo VPN configuration for onsite and remote staff, DUO account training, account setup, and administration.
• Performed onsite installation(s), configuration(s), repair(s), and maintenance of all Workstations, Laptops, mobile devices, Printers (local and networked) with associated peripherals including related software: SCCM 2012, Active Directory, Parallels, printer(s) support\ configuration, Bios and Firmware updates
• Migration from Windows 7 to Windows 10 OS upgrades, using scripts, SCCM which includes system configuration, network settings, troubleshoot, documents, setting and additional data as well

Confidential

Support Technician

Responsibilities:

• Desktop support, technical solutions provided via phone, remotely or through email for 8500+ users; Daily remote\ local support (RDP), Dameware, Logmein Rescue, for Lucille Packard\ Stanford Medical Center(s) medical staff including Upper Level Management.
• Provided end user support for devices during field visits or dispatches while representing SHC IT in a professional and businesslike manner. Cisco Duo VPN setup and configuration for medical staff and management, BOX support\ training\ account setup
• Performed onsite installation(s), configuration(s), repair(s), and maintenance of all Hospital Workstations, Laptops, WOWS\ COWS, tablets, mobile devices, Printers (local and networked) with associated peripherals including related software: SCCM 2007\ SCCM 2012, Active Directory, Kace, Citrix 2012, Parallels, Beaker printer(s) support\ configuration, Firmware updates
• Operating Systems: Windows 7 (64 Bit), Windows XP (Sp3), Windows 8, and Mac OS (Snow Leopard, Mountain Lion, Mavericks, Yosemite) supported; File Vault Encryption\ Decryption; Bitlocker Encryption\ Decryption; Microsoft Office 2010\ 2011\2013
• Migration from Windows 7 to Windows 10 OS upgrades, Office Suite upgrades, using scripts, SCCM which includes system configuration, network settings, troubleshoot, documents, setting and additional data as well
• Maintained contact with Desktop Support (Tier 1) and Network Engineering (Tier 3) teams to diagnose, Provided technical support assistance in setting up the including Emergency Tent Services Mobile Command, resolved any and recurring incidents as required including TSO, Patch Panels and Network Port Activation(s)
• Performed Upgrades, configuration changes, and installation(s) of hardware and software while diagnosing technical problems to determine proper solutions. Hardware and software updates for the following hardware devices: HP, Tangent, Dell, Apple (ipad) (iPhone), Mac (Mac book Pro, Mac Air)

Confidential

Senior IT Support Specialist

Responsibilities:

• Desktop support, technical solutions provided via phone, remotely or through email for 7200+ users; Daily remote\ local support for Confidential Loral staff, including third party vendors; CiscoVPN setup and support; Training sessions for, VP’s, Directors, CEO, CIO, CFO and upper level management
• Consistent Research and field testing of customized software\ hardware for satellite(s) including programing, install(s), configuration; beta\ live test(s), data retrieval involving Logistics\ Tier 3 support
• Routing of tickets to appropriate resources, and departments including Tier 3, Systems, Logistics and networking; Consistently meet or exceed Key Performance Indicators
• Migration from Windows XP to Win 7 OS upgrades, Office Suite upgrades, using scripts, SCCM which includes system configuration, network settings, troubleshoot, documents, setting and additional data as well
• Active Directory (MMC) monitoring, adding computer accounts to domains, pushes, creating user accounts, distribution list, computer accounts; Password and access management, connecting computers to the domain and remote networks, as well as troubleshooting; password changes and resets
• Virus removal including, imaging, adding\ deleting systems (laptop\desktop) onto and from the domain (SCCM); manual data backup(s)\ restoration, mapped drives, network printers, bookmarks, software inventory
• Remote support using VPN, RDP, FTP, SCCM or Webex to assist international\ local remote users
• Contact users for Windows 7 Deployment, followed up with clients when necessary to resolve Post Op issues that occurred with migration or Tier 1 level support
• Consistently followed instructions and company procedures including completion or ITAR Export Training (International Trade and Regulation)

Confidential

Service Desk Technician

Responsibilities:

• Global Service Desk IT phone\ inbox support for multiple clients, including Directors, VIP’s and upper management, setting up new user accounts, email account setup and configuration on Exchange and desktop level. (AD and Exchange Management Console 2010). Multiple software platforms supported including working with some third party vendors requiring admin access as well as technical assistance. EDI interfaces and transition software, which includes some support for the following applications and software JDE, JDEG, JDE Global, OBIG, VDW (Virtual Data Warehouse)
• Tickets and Service Requests were logged using Sales Force and Remedy Force ticketing system; PeopleSoft updates, passwords resets\ new account creation
• Active Directory (MMC) monitoring, adding computer accounts to domains, pushes, creating user accounts, distribution list, computer accounts; Password and access management, connecting computers to the domain and remote networks, as well as troubleshooting; password changes and resets
• VPN setup and support; including creation of Citrix tokens, passwords, PINs and Windows Authentication; Training sessions for Directors, VIP, Remote Services, Sales and the Field Staff; Exchange Management Console 2010, creation of new email accounts, distribution lists
• Network support, configuration and installation of network services via remote, or local including TCP/IP protocol; (802.1x) wireless configuration and support; Mobile support including Iphone, Ipad, Android OS, and Smart phones as well
• Remote desktop support using RDP, Dame Ware, FTP or SMS\ technical solutions provided via phone, remotely, through email, voice for 6500+ users; including troubleshooting hardware\ software issues, network images, stand-alone images, building, deploying, including data migration and backups; profile migrations

Confidential, San Francisco, CA

Desktop Support Technician

Responsibilities:

• Active Directory (MMC) monitoring, adding computer accounts to domains, pushes, creating user accounts, computer accounts; connecting pcs to the domain as well as troubleshooting; password changes and resets
• Installation and configuration of software and ASIO Drivers associated with medical equipment including scanners, handheld devices, and wireless mobile workstations that are customized for the Surgical Unit and staff, Recovery Unit, ICU, Radiology, OBGYN, etc.
• Third party liaison for third party vendor(s) support (Epic,, Kronos, Microsoft, Dell). Includes licensing, updates to Firmware and databases, warranty replacement(s) and new equipment that has been ordered by the authorizing department.
• Creadant Encryption Support, data recovery, trouble shooting, decrypting, software installation, configuration and removal; Kronos third party support; client setup and assisted with troubleshooting due to sensitivity of web application
• Desktop support, technical solutions provided via phone, remotely or through email; Daily remote\ local support for Confidential and staff, including third party vendors; CiscoVPN setup and support; Training sessions for, VP’s, Directors, nurses surgeons and upper level management\ medical staff
• Network support, configuration and installation of network services via remote, or local including TCP/IP protocol; (802.1x) wireless configuration and support
• Juniper VPN setup and support; Training sessions for, nurses, directors, doctors and medical staff ; Daily troubleshooting hardware\ software issues, pc imaging, building, deploying, including data migrations and routine backups
• Migration from Windows XP to Win 7 OS upgrades, Office Suite upgrades, using scripts, SCCM which includes system configuration, network settings, troubleshoot, documents, setting and additional data as well
• Mobile device support including iphone, tablets, Android, Blackberry platforms; PDAs and mobile devices; Software installation, configuration, and setup of multiple OS Platforms for Confidential \ CMPC networks

Confidential

Global Helpdesk\ Technical Support

Responsibilities:

• Daily remote\ local support for Confidential and Confidential clients\users, 10000+ users
• Helpdesk support, answering the phones, email(s) and providing technical solutions via phone or remotely; Software installation, configuration, and setup of multiple OS Platforms for Confidential ’s and Confidential ’s network.
• Active Directory (MMC) monitoring, adding computer accounts to domains, creating user accounts, pc accounts; connecting computers to the domain as well as troubleshooting; password changes and resets
• Encryption Support, trouble shooting, decrypting, XML file recovery, software installation, configuration and removal
• Network support, configuration and installation of network services via remote, phone support or local including TCP/IP protocol; (802.1x) wireless configuration and support
• Cisco VPN setup and client installation with remote support; Training sessions for clients as well as new employees; Shipping, receiving and maintained internal database records for inventory, shipped and received assets
• Daily troubleshooting hardware and software issues, pc imaging, building and deploying, including phone support as well as international\ global support
• Migration from Windows XP to Windows 7 OS upgrades, Office Suite upgrades, using scripts, SCCM which includes system configuration, network settings, troubleshoot, documents, setting and additional data as well

Confidential 

Technical Desktop Specialist

Responsibilities:

• Daily remote\ local support for hospital staff, 7000+ users, and ITS systems using Nortel phones, Smart Devices, PDA(s), and Magic Ticketing system.
• TCP/IP, Exchange, Office 2003/2007 support, Windows XP SP3, ghosting and imaging (Symantec Ghost 8.0 -11.0)
• Installation and configuration of software and ASIO Drivers associated with medical equipment including scanners, handheld devices, and wireless mobile workstations that are customized for the Surgical Unit, Recovery Unit, ICU, Radiology, OBGYN, etc.
• Odessey\ Juniper 14 security for (802.1x) wireless stinger cart(s) configuration and support
• Third party liaison for third party vendor(s) support (McKesson, Dell, Kronos, Microsoft). Includes licensing, updates to Firmware and databases, warranty replacement(s) and new equipment that has been ordered by the authorizing department.
• Network support including cable management w\ Cat 5, 6 and Fiber Optic(s) cables. Data migration and data back up; Profile migrations and database connections
• Laptop\ Desktop workstation support, configuration, troubleshooting, installation(s)
• Migration from Windows XP to Win 7 OS upgrades, Office Suite upgrades, using scripts, SCCM which includes system configuration, network settings, troubleshoot, documents, setting and additional data as well
• Smart Device Support, android devices, Blackberry(s), iphones, PDA configuration, installation; wireless support
• Active Directory (MMC) monitoring, adding computer accounts to domains, creating user accounts, computer accounts; connecting computers to the domain as well as troubleshooting; password changes and resets
• Troubleshooting of handheld, mobile cart devices for medicine, schedules, formula(s), blood labs. Support, Installation, configuration of stinger systems inside hospital. Printer troubleshooting, installation support, configuration; network printers