SUMMARY:

Customer - focused jack of all trades Technology Pro with more than 12 years of Enterprise Level phone and remote troubleshooting expertise possessing strong academic background in IT and management combined with excellent professional experience in many technical support and leadership roles. Consistently recognized for resolving issues permanently and using lean management tools to streamline procedures. Has worked overnight 12 hour shifts. Quick learner, successful in both team and self-directed settings; also, proficient working in multiple industries and providing great phone and remote troubleshooting customer service.

EXPERTISE AREA:

• Troubleshooting
• Customer Service iPhone & Android
• Slack, Skype, MS Teams
• Verizon, AT&T Accounts
• VPN, Wi-Fi, LAN/WAN
• Data Center Operations
• Hardware/Software
• Strong Social Skills
• Solarwinds Ticketing
• Internet Browsers
• Cisco, Avaya, ShoreTel
• SOPHOS Bitlocker
• Smart Hands and Feet
• SCCM Remote Access
• High Volume Call Center
• Service Now Ticketing
• Windows 7, 10, Mac OS
• Active Directory
• Citrix, VPN, VDI Remote
• Nagios IP Monitoring

PROFESSIONAL EXPERIENCE:

Confidential, Los Angeles, CA

I.T. Service Desk Engineer

Responsibilities:

• Supported over 5,000 employees providing solutions to a wide range of technology problems
• Used Service Now to create, track, and close over 50 phone calls and tickets daily
• Successfully troubleshoot Windows 7, Windows 10, Mac OS, VPN, Wi-Fi, and mobile devices
• Provided remote support with Bomgar, Casper, Windows Remote Assistance, and SCCM
• Active Directory: enabled/disabled accounts/computers, moved OU objects, reset passwords
• Good average talk time of 5 to 7 minutes in length, closed over 80% of calls taken
• Laid off, help desk operations moved to Tennessee

Confidential, Los Angeles, CA

Help Desk Technician

Responsibilities:

• Finished temporary help desk assignment supporting several technology rollouts
• Answered, closed, or escalated up to 70 phone calls daily using Heat i-Track
• Used SCCM and Citrix VDI remote tools to troubleshoot Windows 7 desktops
• Resolved Airwatch iPhone, NetScaler VPN, and Outlook PST file issues
• Vetted, managed, and monitored access to HIPAA data
• Reset Active Directory, Cerner, Vergence, Phone Factor, and McKesson passwords

Confidential, Los Angeles, CA

Help Desk Technician II

Responsibilities:

• Supported 10,000 users triaging, resolving, or escalating about 40 phone calls daily
• Used Service Now to create, manage, escalate, perform CMDB lookups, and close tickets
• Reset passwords, unlocked accounts, and granted access to Active Directory shares
• Used Bomgar, Windows RDP, and Apple Remote Desk troubleshooting tools
• Fixed issues with Cisco VPN, internet apps, java, Wi-Fi, and LAN/WAN connectivity
• Mapped printers, shares to Windows 7 and Mac OS X (Yosemite, El Capitan) desktops
• Assignment ended at the close of the school year in May 2016

Confidential, Los Angeles, CA

IT Project Coordinator

Responsibilities:

• Completed network migration of 1,000 Windows POS devices at 250 stores
• Supervised remote phone support up to 16 hours daily throughout the project
• Verified sales data captured, remove devices off Kate Spade network, re-image devices
• Added reconfigured devices to Lucky Brand domain network
• Used Dameware to ping static IP addresses of POS devices verifying connectivity
• Provided timely email updates and customer service to all stakeholders
• Made sure that Field Engineers kept to the cutover script provided by client
• Documented and tracked issues using ADiTaaS CRM and Microsoft Excel
• Earned a $500 bonus for getting project done before the holiday shopping season started

Confidential, Los Angeles, CA

Help Desk Technician II

Responsibilities:

• Provided phone and email support for more than 2,000 users and HIPAA data
• Answered over 50 calls daily, creating, tracking, escalating, and closing tickets
• Used BMC Footprints to manage tickets, Knowledge Base, and CMDB
• Remote accessed Windows 7 desktops with LogMeIn Rescue, Jabber, and Windows RDP
• Resolved issues of connectivity, network access, Outlook sharing, and computer slowness
• Duplicated hard drives, sysprep Windows 7 computers and added to network domain
• Resolved VPN, Wi-Fi, LAN/WAN, browser, Citrix, Active Directory, and mobile issues
• Fulfilled on-boarding requests, by closing Move/Add/Change tickets for new users
• Created Active Directory user accounts, managed OU containers and Exchange accounts

Confidential, Los Angeles, CA

IT Project Coordinator

Responsibilities:

• Assembled 150 Computer on Wheels mobile carts and installed them throughout clinic
• Used Active Directory to name and add 650 computers to hospital network domain
• Performed ping tests making sure all computers installed had network LAN/WAN access
• Performed troubleshooting and alerted stakeholders of computers not connected
• Met daily with hospital stakeholders and project managers providing progress updates

Confidential, Los Angeles, CA

Data Center Technician

Responsibilities:

• Worked 12-hour shifts monitoring Nagios IP addresses and conducting walkthroughs
• Created, tracked, escalated, and closed tickets in Service Now
• Monitored display console for IBM Z Series mainframe to check backup job status
• Managed Tivoli, AS/400, and mainframe backup tapes
• Took mainframe offline, performed backup, put back online through Initial Program Load
• Traced CAT 5e/6 ethernet cables, fiber, Brocade, and Cisco switch ports with Fluke tools
• Monitored and visually inspected Cisco Wi-Fi devices for LAN/WAN connectivity
• Monitored over 1,000 servers, switches, IDF, and Wi-Fi routers LAN/WAN connectivity
• Walked facilities checking racks, ILO, CRAC, GPU units, warning lights, and alerts
• Responsible for documenting and reporting outages and offline devices to managers
• Provided hands and feet, managed SLA, decommissioned and removed retired devices

Confidential, Monterey Park, CA

Help Desk Analyst

Responsibilities:

• Provided Tier 1 and Tier 2 level service desk support for 18,000 bank employees
• Answered up to 70 calls daily mostly resetting passwords for Active Directory and CICS
• Used HP Service Manager ticketing system to document and resolve user issues
• Provided desktop, internet access, and TCP/IP, DNS, and DHCP network connectivity support
• Imaged computers using Microsoft WDS, MDT, Window XP rollout upgrade to Windows 7
• Managed remote network access with RSA Secure Token, and VPN
• Worked with remote desktop and LogMeIn Rescue to fix end user problems
• Worked with bank staff to create Oracle Single Sign-On application templates (OU objects)
• Logged into Citrix Management Console to restart frozen Citrix sessions or reset passwords
• Also reset passwords for Putty, GOOD mobile, Lotus Notes, Secure ID, and McAfee ePO
• Assignment ended once Oracle Single Sign-On and Windows XP to 7 migration completed

Confidential, Canoga Park, CA

Data Center Technician

Responsibilities:

• Supported 1,000 rocket scientists and ITAR data triaging phone calls, emails, 24/7 support
• Managed Active Directory accounts resetting passwords and granting folder access
• Walked Engineering Data Center twice a day checking for alert lights and other issues
• Traced ethernet cables and ports with Fluke tools to troubleshoot LAN/WAN connectivity
• Configured workstations, INI application files, and server IP addresses for launch missions
• Modified VPN settings, and static IP addresses for streaming and recording NASA data
• Performed troubleshooting and diagnosed Windows XP and Server 2008 R2 issues
• Imaged and added to domain new Windows XP workstations
• Recovered lost files and scheduled backups with EMC Networker software
• Created and managed workflow charts in Excel 2007 and milestones in Microsoft Project
• Installed HP printers and plotters from print servers and manually using printer IP addresses
• Created disk images of operating systems with Acronis to install on laptop workstations
• Participated and contributed to Configuration Management meetings improving processes
• Traveled to NASA facilities to observe and learn 5S work space safety
• Used lean tools like Mistake Proofing, Market Feedback Analysis, TPM, QCPC, and RCA
• Interviewed engineers to gather requirements for increasing data flow
• Used information gathered to create a Value Stream Map designed to increase data flow
• Earned Appreciation Award for streamlining procedures and increasing data flow
• Performed Root Cause Analysis to determine and develop procedures preventing injury
• Witnessed several rocket engine test fires and Space Shuttle launches in person
• Personally earned $4000 bonus from NASA for adding value to SSME program
• Laid off after Space Shuttle program was retired

Confidential, Culver City, CA

Help Desk Technician II

Responsibilities:

• Supported 500 Home Depot merchandisers spread across the western United States
• Triaged 50 phone calls daily concerning blackberry, PDA, and laptop break\fixes
• Repaired, provisioned, and deployed various mobile devices
• Managed Active Directory user accounts, passwords, Cisco VPN, and network access
• Also managed Blackberry Enterprise Server and Outlook PST files
• Created documentation so District Managers could handle basic IT support in the field
• Earned Appreciation Award for increasing revenue through maintaining equipment
• Resigned due to upcoming RIF (Reduction in Force)