SUMMARY

• Several years of experience in IT Support in a fast - paced and challenging IT and Infrastructure in 24x7x365 Global Delivery Setup.
• Responsible for the PC Refresh, deployment, and Installs for over 900 systems.
• Worked with various troubles ticketing software.
• Worked as Point of escalation for critical issues.
• Specializes in front-end support with superior communication, problem-solving and troubleshooting abilities.
• Quick to learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, tools and testing methodologies.
• Strong organizational skills, able to define and prioritize tasks.
• Worked with Big Tech firms such as Agilent / Confidential
• Proficient in server management, installs, hardware and software support and basic networking knowledge (CCNA and MCSA Pending)
• Good understanding of various operating systems such as Windows, OSX, Linux (RedHat, Centos, Ubuntu), and virtualization products such as VMWare, Parralels, VirtualBox.
• Managed DELL Servers, Switches, HUBs, LAN/Wireless setup.

TECHNICAL SKILLS

• Windows Vista
• XP
• Win7
• Win8
• Win10 Linux (RedHat
• Centos
• Ubuntu)
• OSX
• POS
• MS Office Suite 2003/2007/2010/2011/2013/2016 (Office365)
• Lotus Notes
• Bitlocker
• File Vault
• Sharepoint
• BOX
• Active Directory and virtualization products such as VMWare
• VirtualBox
• Parallels

PROFESSIONAL EXPERIENCE

Confidential, San Francisco, CA

IT Support

Responsibilities:

• Performs general IT duties, upgrades, repairs, documentation of problems and solutions
• Provides tier 2 advanced technical support for 120+ end-users in a homogenous Mac environment
• PerformsIMAC (Install, Move, Add and Change)
• Supports LAN/Local printer support
• Administers active directory users and group management tasks
• Manages local OD and Imaging server
• Supports mobile devices
• Provided remote support using tools such as native OSX screen sharing app., Apple Remote Desktop and Bomgar
• Administers VOIP devices via Cisco Call Manager and Cisco Unity
• Supports and assits Audio/Video Conference setup

Environment: Service Now; JAMF, Deploy Studio, SCCM; Hipchat, Slack; Symantec Endpoint Protection; MS Office Suite/Office365; Win7, Win10, OSX

Confidential, Petaluma, CA

Deskstop Administrator

Responsibilities:

• Performs general IT duties, upgrades, repairs, documentation of problems and solutions
• Provides tier 2 advanced technical support for 70+ end-users in a homogenous Mac environment
• PerformsIMAC (Install, Move, Add and Change)
• Supports LAN/Local printer support
• Administers active directory users and group management tasks
• Supports mobile devices
• Provided remote support using tools such as native OSX screen sharing app, Apple Remote Desktop, teamviewer and Bomgar
• Administers VOIP devices via Cisco Call Manager and Cisco Unity
• Supports and assits Audio/Video Conference setup

Environment: eHelp; JAMF, SCCM; Hipchat, Slack, Jabber; Sophos, Bitlocker, File Vault; McAfee Antivirus; Druva InSync backup; MS Office Suite/Office365, Windows XP, Vista, Win7, Win10, OSX

Confidential, San Francisco, CA

Technical Support Engineer

Responsibilities:

• Performed general IT duties, upgrades, repairs, documentation of problems and solutions
• Provided tier 2 advanced technical support for 450+ end-users and C-level executives in a heterogeneous Windows and Mac environment
• Performed IMAC (Install, Move, Add and Change)
• Performed LAN/Local printer support
• Performed active directory users and group management tasks
• Supported VPN - Cisco AnyConnect / VPN client
• Performed mobile device support such as iPad, iPhone, Android, mifi (MDM Airwatch)
• Provided remote support using tools such VNC, Microsoft Remote Desktop, WebEx, Join.me, MS Remote assistance, Dameware
• Supported VOIP devices such as Cisco and Avaya IP Desk phone
• Supported Audio/Video Conference - Polycom

Environment: CA Service Desk; HP Manager, Lotus Notes; SCCM, MDT; MS Office Suite/Office 365 2007/2010/2011/2013/2016 , Windows XP, Vista, Win 7, Win 8.1, Win 10, OSX

Confidential, Santa Rosa, CA

Help Desk Analyst

Responsibilities:

• Analyzed, diagnosed, and resolved customer related hardware and software problems
• Provided email/phone support to local users
• Managed IT Infrastructure, Racking, Server Mounts, Cabling (CAT5, Copper) etc.

Environment: MS Office Suite 2003, Windows XP, Vista and Win7

Confidential, San Rafael, CA

Help Desk Specialist

Responsibilities:

• Served as first point of contact between customer (employee) and greater EIS organization.
• Responded to employee requests for technical help via web queue, telephone, instant messaging, blogs, communities or email.
• Troubleshot and resolved hardware/software issues. Provided initial incident support with a goal of high percentage (80%) of calls resolved on first contact.
• Entered incident tickets in the issue tracking system for all reported incidents. Updated and closed incident tickets.
• Documented customer interactions and problem resolutions in the issue tracking system. Provided proactive status communication to customers
• Performed account set up and administration functions for various EIS supported applications.
• Trained users on hardware and software applications when appropriate on service calls.

Environment: ServiceNow; SCCM; MS Office Suite/Office 365 2003/2007/2010 ; Windows XP, Vista, and Win7, OSX

Confidential, Santa Rosa, CA

PC/Network Technician

Responsibilities:

• Analyzed, diagnosed, and resolved hardware and software problems
• Provided email/phone support to internal users
• Assembled, configured, and tested customized servers, desktops, PCs (Blades, RAID)
• Managed IT Infrastructure, Racking, Server Mounts, Cabling (CAT5, Copper) etc.
• Traveled to customers’ businesses to provide direct technical support

Environment: MS Office Suite 2003, Windows XP, Vista and Win7

Confidential, Novato, CA

Desktop Support (Level II)

Responsibilities:

• PC Refreshed, deployed, and Installed for over 900 systems.
• Managed Dell tasks, resources associated with the project
• Provided user-end support and escalation point, doing Problem Diagnosis, Root Cause Analysis
• Coordinated activities with customer
• Managed escalation issues between Dell and customer
• Coordinated delivery of the product to customer
• Prepared site and customer for installation
• Managed execution of the deployment
• Opened and closed out project using Dell Quickbase tool
• Configured computer hardware, software and related peripherals

Environment: MS Office Suite 2003/2007, Windows XP, Win7, OSX

Confidential, Petaluma, CA

Engineering System Analyst

Responsibilities:

• Coordinated and performed new hardware installations, refreshes, deployments, and upgrades for all systems running XP, Vista, Win7, Windows 2003 / 2008
• Provided level I/II technical support to over 100+ local and remote users 24/7 using XP, Vista, Win 7, Mac OS
• Troubleshot and resolved hardware, software and networking issues
• Created, deleted, and maintained user accounts (VPN, ShoreTel/Vodavi phone systems, Window Active Directory, etc…)
• Configured and maintained multiple WLAN network
• Configured, imaged, maintained, repaired and supported operational needs of various types of systems (i.e. laptops, desktops and Wyse thin clients)
• Supported and troubleshot other peripheral devices, i.e. monitors, printers and faxes (over 250 devices)
• Responded and prioritized helpdesk calls/problem tickets; independently managed and resolved work requests to meet established desktop support SLA’s
• Assisted in Linux administration
• Coordinated and performed software installations, re-installations, configurations and upgrades for all systems running XP, Vista, Win7, Windows 2003 / 2008
• Managed daily/weekly back-ups of all mission critical systems and provided data recoveries
• Provided Exchange Server support (Exchange 2007, OWA, SMTP; mailbox creation and management)
• Configured, implemented and administered corporate anti-virus server (Symantec Endpoint) for XP, Vista, Win7, Win server 2003 / 2008
• Managed and documented hardware and software assets
• Researched and procured all computer hardware, software and related peripherals in accordance with the established corporate standards
• Interacted with vendor technical support contacts to address product issues
• Produced clear and concise Windows documentations and procedures for administrative tasks

Environment: Altiris; MS Office Suite 2003/2007; Windows XP, Vista, Win7, Windows 2003/2008, OSX