TECHNICAL AREAS:

• Active Directory for proper placement of users and computers.
• Windows 10, 7, XP, 2000, NT, 89 and 95.
• Windows migrations from Windows 7 to Windows 10.
• Worked in Pharmaceutical lab and Clean room environments.
• Imaging wif SCCM, Quest, and MDT.
• New computer set ups, configurations and deployments.
• Support for Level - 1, Level-2, and Level-3.
• Office 365.
• MS Office Suites 2016, 2013, 2010.
• Network Printers/Copiers/Scanners set ups and configuration.
• Remote support wif Team Viewer, Bomgar, and Windows Remote Desktop.
• Work wif SLA’s
• Share Point.
• PST files.
• Active Directory.
• Patched Switches/Patch Panel.
• One Drive and Google Drive.
• Protocols VPN, TCP/IP, DHCP, DNS, PPTP.
• Audio-visual video conferencing equipment setup.
• Ticketing wif Remedy, Track-IT, Alloy, Service Now, FP. iPhone and iPad support.
• Asset tracking.
• Remote technical support national and international.
• AnyConnect Cisco and Juniper VPNs.
• Security encryptions MS BitLocker, PointSec, McAfee Safe Boot, Guardian.

PROFESSIONAL EXPERIENCE:

Confidential, Sunnyvale, Ca

Desktop Support Specialist

Responsibilities:

• Staffed by Ultimate Staffing.
• Supported Level-1, Level-2, and Level-3.
• Used Active Directory for proper placement of users and computers in.
• Adhered to SLA’s
• Configured PST file
• Installed and utilized MS SharePoint.
• Installed Office 365 and One drive on computers.
• Imaged laptops to Windows 10 utilizing SCCM.
• Utilized Active Directory for users and computers.
• Updated BIOS on computer systems.
• Set up and configured network printers/scanner.
• Updated hardware, hard drives, memory, and video cards on laptops and computers.
• Backed up and restored end user data.
• Troubleshot Wifi and VPN issues.
• Supported remote users in US, Brazil, and Mexico.

Confidential, Santa Clara, Ca

Desktop Support Specialist.

Responsibilities:

• Staffed by Ledgent Technologies.
• Used Active Directory for proper placement of users and computers.
• Imaged laptops to Windows 10 utilizing SCCM.
• Used Team Viewer, Bomgar and Windows Remote Desktop.
• Installed and utilized MS SharePoint.
• Adhered to SLA’s
• Installed Office 365 and One drive on computers.
• Encrypted laptop hard-drives wif Bit Locker.
• Utilized Active Directory for users and computers.
• Set up and configured network printers/scanner.
• Updated hardware, hard drives, memory, and video cards on laptops and computers.
• Replaced hard drives, video cards and other hardware on in service PC’s.
• Configured and deployed new computers to company standards.
• Kept inventory of computer systems.

Confidential, Fremont, Ca

IT Support Specialist.

Responsibilities:

• Placed users and computers in proper OU in Active Directory.
• Imaged computers using MDT, SCCM and Quest.
• Supported Level-1, Level-2, and Level-3.
• Installed and utilized MS SharePoint.
• Installed Office 365 and One drive on computers.
• Utilized Active Directory for users and computers.
• Data backup for user’s data and restored to new imaged system.
• Patched Switches/Patch panel.
• Replaced hard drives, video cards and other hardware on PC’s.
• Upgraded and deployed new computers.
• Kept inventory of end of life computer systems.
• Monitored trouble tickets on ticketing system, SLA requirements.

Confidential, Menlo Park, Ca

Tech Support Specialist IV.

Responsibilities:

• Staffed by Astor-Sanders
• Used Active Directory to place and find resources.
• Imaged laptops to Windows 10 utilizing SCCM.
• Updated hardware, hard drives, memory, video cards on laptops and computers.
• Supported Mac Sierra and Windows 10 PC end users.
• Imaged computers via SCCM to USGS standards.
• Troubleshot end user issues on Juniper VPN, Office Suite 2016, and various end user needs.
• Troubleshot USGS Library software.
• Utilized McAfee encryption software on laptops.

Confidential, Foster City, CA

IT Support Specialist.

Responsibilities:

• Physically inventoried laboratory computers and reconcile wif laboratory inventory system.
• Support corporate deployments of anti-virus, software patches to laboratory computers.
• Partner wif instrument vendors on system requirements\ setups\configuration and upgrades.
• Supported Level-1, Level-2, and Level-3.
• Placed users and computers in proper OU in Active Directory.
• Troubleshoot software and hardware.
• Install network printers and scanners.
• Utilized Service Now.
• Supported local and remote users via Bomgar and MS Lync.
• Create RSA token accounts.
• Supported systems in Clean Room environment.

Confidential, San Francisco, CA

IT Support Specialist.

Responsibilities:

• Placed users and computers in proper OU in Active Directory.
• Desktop support troubleshooting pc hardware and software issues on Windows 2007 and 2008.
• Utilize Alloy ticketing system for accessing and tracking tickets.
• Provide local and remote phone for users on Win 7, XP and Vista computers.
• Resolve Word, Excel, and Outlook issues.
• Image PCs wif company image for rollout of new computers.
• Create wireless user accounts and configure wireless clients utilizing Cisco VPN.

Confidential, Santa Clara, Ca

Desktop Support Specialist

Responsibilities:

• Used VMware for end use.
• Utilized Active Directory to place users and computers in proper OU.
• Desktop support troubleshooting pc hardware and software issues on Windows 2003 domain.
• Utilize Remedy for accessing and tracking tickets.
• Provide local and remote phone for users on XP and Vista computers.
• Resolve Word, Excel, and Outlook 2007 issues.
• Image PCs wif company image for rollout of new computers.
• Create wireless user accounts and configure wireless clients utilizing Cisco VPN.
• Create Computer accounts on Active Directory.

Confidential

Desktop Support Specialist

Responsibilities:

• Desktop Support for Marketing, Sales, Legal and IT Departments on a Windows XP platform.
• Used Active Directory to place users and computers in proper OU.
• Migrated user from Lotus 6 to Outlook 2003.
• Backed up and restored PST files.
• Troubleshot user’s software and hardware issues.
• Provided after hours support for VPN issues and network connectivity issues.
• Resolved tickets according to SLA.

Confidential, Palo Alto, Ca

Desktop Support Technician

Responsibilities:

• Placed users and computers in proper OU in Active Directory.
• Supported scientist computers in lab environment.
• Troubleshot and supported computers running lab equipment and conferred wif vendors.
• Connected printers/scanners to network.
• Installed images following validation procedures.

Confidential, Sunnyvale, Ca

Desktop Support Technician

Responsibilities:

• Physically inventoried laboratory computers and reconcile wif laboratory inventory system.
• Support corporate deployments of anti-virus, software patches to laboratory computers.
• Partner wif instrument vendors on system requirements\ setups\configuration and upgrades.
• Supported Level-1, Level-2, and Level-3.
• Troubleshoot software and hardware.
• Install network printers and scanners.

Confidential

Desktop Support Gilroy

Responsibilities:

• Install network printers and scanners.
• Supported computers in manufacturing environment.
• Setup Outlook Email accounts and configured PST’s.
• Troubleshot computer hardware and software.
• Configured new and old computers to bring users onboard.