PROFESSIONAL SUMMARY:

• Microsoft Certified Systems Engineer (MCSE) wif over 25 years experience in Network/Computer Administration. A technology savvy self - starter, adept at moving into new environments and pulling from existing experience to quickly adapt to new technologies.
• Possesses first-rate communications and collaboration skills to lead and work in concert wif diverse groups effectively.

TECHNICAL SKILLS:

Operating Systems: MacOS, Windows, iOS, tvOS

Hardware: Laptops, Workstations, Servers, Routers, Switches, Printers, Polycom, Wi-Fi APs

Software: Office365, Slack, Teams, JAMF, Global Protect, Service Now, Airwatch, LogMeIn, Okta, 1Password, G-Suite, GitHub

Protocols: TCP/IP, DNS, WINS, DHCP

PROFESSIONAL EXPERIENCE:

Confidential

Support Engineer/Help Desk

Responsibilities:

• Working for TAOS as a contractor at Confidential .
• Supporting PC/Mac issues.
• Onboarding new staff and teaching them teh IT policies and procedures.
• Offboarding terminated employees.
• Teaching global IT onboarding via video.
• Order laptops and other equipment for users.
• Utilized askspoke for ticket tracking.
• Managed inventory via Oomnitza/BambooHR
• Utilized Amazon Business/G-Suite Admin/FedEx Business/Airbnb/Uber/Facebook/LinkedIn/Slack/Zoom corporate accounts.

Confidential

Support Engineer/Help Desk/Student support

Responsibilities:

• Supporting PC/Mac issues for teh corporate office.
• Onboarding new staff and teaching them teh IT policies and procedures.
• Supporting remote video conferencing sessions.
• Provided network hardware support for teh corporate infrastructure.
• Offsite support for students in PC/Mac .
• VPN installation and support for corporate staff.
• Prepared and imaged new hardware for new hires.
• Trained other team members in supporting PC and Mac platforms.
• Set up staff mobile devices wif MDM for mobile use.
• Logged all support requests into teh helpdesk tracking system.
• Created/managed/deleted network accounts.
• Created support documentation to our online KB.

Confidential - San Francisco, California

Support Lead/Senior Mac Administrator/Network Infrastructure Support

Responsibilities:

• Working for AMS DataSerfs as a contractor at Microsoft.
• Lead support technician for a four-person team supporting 500+ users over five Bay Area Microsoft offices.
• Lead local tech integrator for three acquisitions.
• Mentor junior support team members.
• Handled onboarding of users and their computers. Ensured their laptops and phones were setup and fully functional on their first day.
• Facilitated and lead a weekly New Employee Tech Orientation.
• Worked wif Apple to facilitate Mac repairs.
• Supported users Global Protect VPN.
• Infrastructure support including adding/removing/replacing switches/servers/blades.
• Maintaining data enter cabling including patching, cable management, and testing.
• Installed and configured network printers.
• Provide tier 2 and tier 3 user support for all Mac/Windows laptops, video conferencing, printers, and mobile devices.
• Utilized Active Directory to unlock accounts, reset passwords, and support SSO.
• Assist staff wif Polycom video conferencing setup and troubleshooting.
• Purchased laptops and other accessories to support Microsoft users.
• Utilized Service Now for ticket tracking.
• Setup and support Microsoft Intune MDM on mobile devices.
• Support and mentor Jr technicians.
• Mac/PC Imaging.
• Microsoft Office 365 setup, configuration, and support.
• Palo Alto VPN setup and support.
• Created support documentation for teh support team as well as end users.
• Managed hardware inventory.
• Initiated support surveys to ensure user satisfaction and to gauge where teh support team could improve.

Confidential - San Francisco/Los Angeles

Lead IT Engineer

Responsibilities:

• Install and maintain network hardware including servers, routers, switches, wireless, and cabling.
• Provide level 1-3 user support for all laptops, video conferencing, printers, and mobile devices.
• Working wif various teams to troubleshoot and fix various network, wireless, video conferencing, and PC/Mac issues.
• Sole support for teh Confidential 360 cafes in Los Angeles, Honolulu, and San Francisco.
• Worked wif vendors and provided IT support in teh buildout of initial offices in Honolulu and San Francisco as well as teh expansion into a new and larger San Francisco office.
• Supported teh San Francisco locations as it grew from 1 office wif eight employees to six offices wif 500+ employees.
• Managed Mac laptops via JAMF admin console.
• Supported VPN via Airwatch.
• Was offered a new position in San Francisco and relocated from Los Angeles in October 2012.
• Deployed laptops and trained new hires wif a fully configured laptop on their first day.
• Accurately documenting technical issues and closing tickets in HPSM tracking system.
• Responsible for maintaining accurate inventory of all IT equipment.
• Mentored new team members on all aspects of user support.
• Documented all procedures to ensure staff new how to serve teh users requests correctly.
• Imaging new/used laptops.

Confidential, El Segundo, California

Network/User Support Specialist

Responsibilities:

• Install and maintain network hardware and software, including servers, peripherals, network nodes, and wiring.
• Responsible for all aspects (hardware and software) of teh office desktop computers, laptops, servers, printers, and network systems.
• Create and maintain user accounts for teh network and Blackberry.
• Rollout of PKI system to facilitate digital signatures and mail encryption.
• Member of team responsible for upgrading 450 PCs and laptops to Windows XP.
• Managed inventory of IT hardware and software.
• Developed and maintained an enterprise-wide hardware/software desktop standard.
• Provided level 3 end user support. Solely responsible for high level military officer support.
• Trained and mentored 1st and 2nd level support personnel.
• Documented technical issues and progress in Remedy tracking system.