SUMMARY:

• Capable Desktop Support Specialist experienced in helping end users correct problems with computer systems, mobile devices and peripheral equipment.
• Knowledgeable about usability and security concerns. Skilled at working in teams and individually to investigate and fix problems.

SKILL:

• Configuration Management
• Network upgrades
• Enterprise technologies
• Network maintenance
• Microsoft Active Directory
• VMware
• System backups
• Preventive Maintenance
• Business Analysis
• Troubleshooting
• Automate
• Email management software
• Excellent diagnostic skills
• Remote access technology
• Hardware documentation
• Help Desk Support
• Domain Name System
• System upgrades
• Data backup and retrieval
• Microsoft Office
• TCP/ IP
• ConnectWise

PROFESSIONAL EXPERIENCE:

Remote Desktop Support

Confidential | San Francisco, CA

Responsibilities:

• Provide technical support to end users by identifying problems, troubleshooting and providing solutions.
• Function as initial contact, providing/ implementing solutions remotely or on - site.
• Recommend hardware and software improvements, upgraded systems and software as necessary.
• Tracking customer issues and resolutions, acting as liaison for clients with MSP's (Barracuda, Fortinet).
• Accurately and completely documenting progress in support calls and visits in teams and connect wise.
• Do remote deployment of applications via AD upon management request.
• Windows desktop image deployment process, development and documentation.
• Maintain multiple AD's, Microsoft Exchange, Microsoft OS / servers and other applications.

Jr. Systems Administrator

Confidential | Fremont, CA

Responsibilities:

• Managed Spiceworks software for ticketing purposes such as task assignment, team management, task escalation, network monitoring and troubleshooting for peripheral at - risk devices and monitored network inventory management.
• Managed terminating and patching of CAT 5 cables to switches, patch panels and RJ45 connectors following color code and crossover protocol.
• Backed up files and software before upgrading or downgrading laptops and desktops between windows 7, windows 8.1 or 10 as required by employees' titles and their responsibilities.
• Planed and implemented both hardware and software configurations, customized operating systems to meet the objectives of employee and enterprise. Monitored, evaluated and implemented systems to ensure that the needs of the company were meet.
• Designed and developed specialized programs, scripts, and documentations for supporting staff needs. Performed software, hardware, and firmware upgrades to keep existing infrastructure current and secure.
• Troubleshooted applications and services in a cloud-based and hosted service environment.
• Led implementation, and maintenance efforts for backup, recovery, virus and security checks for all operating systems and servers to protect company computer data and programs.
• Developed procedures for the efficient use of hardware and software systems. Communicated with vendors to ensure that software/ hardware performed correctly.
• Created and maintained user accounts on AD implemented proper organizational schemes and security protocols for accounts and files according to enterprise structure.
• Digitized hardware installations and software system alterations for quality control. Maintained a library of technical manuals
• Assisted in setup and configuration of application servers.

IT Support Specialist

Confidential | Oakland, CA

Responsibilities:

• Performed break fix tasks for cell phones and tablets (Androids and I-Phones).
• Installed additional resources in mainframes to increase performance.
• Trained/ Mentored recruits, provided support and oversaw responsibilities.
• Implemented forms and modified existing forms utilized for transmission of data and storage.
• Upgraded / Maintained workstations running Windows and Mac environment.
• Monitored large wireless/ LAN network of over 100 systems (CAT6 & 802.11N).
• Decreased the number of IT issues through direct user, decreasing downtime.
• Restructured physical and digital work space to provide easy access to hardware and software.
• Revamped IT department from ground up, installed new IMS, increased overall productivity by 23%.
• Created step by step manuals for low and mid-level hardware and software refurbishment.

Business Analyst

Confidential

Responsibilities:

• Developed test plans, test cases, and test strategies through direct end user interviews and back testing strategies.
• Lead joint application development sessions to develop and address requirements, lowering time constraints through implementing Agile methodology using scrum framework.
• Analyzed team work flow and assisted in data mapping, modeling project life cycle through software development life cycle.
• Worked with project management team and lead sub teams, creating 820 payment and 834 loop file commands for Covered California users.
• Functioned as a liaison between end client, technical solutions and support groups using strong communication skills to elicit documentation, analyze and validate business process, systems and solutions requirements.
• Kept track of milestones, developed new constants and variants, requirements and sub project timeliness via GNATT charting, used other soft tools to help negate communication constraints.