Support Specialist Resume San Francisco, CA - Hire IT People

SUMMARY

An experienced IT professional with 10+ years of IT experience. 3+ years of demonstrated work history as a desktop support technician and a deep passion for networking, cloud - based environments, and security management

TECHNICAL SKILLSO

perating Systems: Windows, MAC, Linux, iOS, AndroidActive DirectoryNetwork Architecture ConfigurationCisco router/switch setup & configuration

Virtualization: Hyper-V, VMware, Oracle Box.PC Imaging and deploymentsHardware replacement/troubleshooting

Azure Cloud environment: Skilled working with SaaS such as Google Workspace, Salesforce, Office 365 and Azure.

PROFESSIONAL EXPERIENCE

Confidential, San Francisco, CA

Support Specialist

Responsibilities:

Utilized JIRA ticketing system solving approximately 20 tickets per week on-site, via email, via phone. Solved issues in a timely manner, escalated L2/L3 issues appropriately.
Identified, researched, and resolved software issues such as Outlook, Zoom, Azure and vendor specific software to meet SLA.
Resolved Wi-Fi connectivity and Confidential application issues on IOS & Android mobile devices for hundreds of fans.
Assisted Networking team by racking and stacking new Cisco routers, upgrading Aruba access points and PCs to meet requirements for newest ticket technology, which improves network security.
Setup Cisco Any Connect VPN accounts for users to allow remote connectivity to Confidential network.
Created user accounts, enabled user accounts, reset passwords, and placed users in appropriate groups within Windows Active Directory.
Provided on-the-spot training for users and customers regarding new IT equipment and new Confidential app.

Confidential, Oakland, CA

Desktop Support

Responsibilities:

Collaborated with the team to quickly resolve tickets using Service Now at hospitals with over 500 users, and escalated L2/L3 issues appropriately.
Assisted with Windows 10 upgrade projects at multiple Sutter Health sites. dis consisted of data migration, PC imaging & deployments for hundreds of users.
Utilized SCCM to provide services such as software distribution, OS Deployment, Security patches etc.
Worked extensively within Windows Active Directory creating, disabling, and enabling user accounts as well as placing users in proper OUs during deployments.
Managed Point-of-Sale project replacing 300+ point-of-sale device terminals at over 20 Sutter sites, which meet the latest security standards and support any cashless payment method.