SUMMARY:

• Experienced IT Team Leader possesses excellent leadership skills and a highly analytical focus.
• Sound communication skills and good ability to multitask allow for skilled delivery of IT solutions.
• Has five years of management experience in Information Technology along with over ten years of progressively responsible positions in IT Team Leader roles .

TECHNICAL SKILLS:

• Windows 95 through Windows 10 OS
• Mac OS X iOS
• Android
• Blackberry
• Windows
• Exchange Server 2007/2010
• Windows Server 2003/2008
• Microsoft Active Directory
• Microsoft Office 2003/2007/2010/2013/ O365
• Microsoft Outlook
• Google Enterprise
• Google Apps
• Jira
• Vidyo
• GroupWise
• Ghost Imaging
• Nimble Data Storage
• Novell
• PC Anywhere
• TeamViewer
• Join.Me
• TCP/IP
• LAN
• WAN
• DNS
• Cisco VPN
• SonicWALL
• Remedy
• Support Magic
• Zendesk
• Rackspace
• Box.net
• DropBox
• Samanage
• Avaya Call Management System Supervisor
• Avaya Site Administration
• Ring Central
• VMWare/VShpere
• Intronis
• Sfax
• Logentries
• Coast Guard Messaging System (CGMS)
• Mobile Device Management Tools
• Directory Management Tools
• User State Migration Tool (USMT)
• Antivirus (McAfee
• AVG
• Norton
• Sophos)
• Easy Recovery
• Get Data Back (NTFS & FAT) Forensic Toolkit
• Encase Forensic and DeepSpar Disk Imager
• SupportMagic and ServiceNow ticketing systems
• Casper Suite/JAMF Pro
• Envoy.

PROFESSIONAL EXPERIENCE:

Confidential, Foster City, CA

Desktop Support Analyst

Responsibilities:

• Primary support for all C - Level executives and executive admins.
• Tracked Service Level Agreements in ServiceNow to be sure that they were met within response times provided on ticket severity.
• Provide technical support assistance for Mac and Windows to corporate and remote end users for clients in multiple offices around the world.
• Performed analysis, diagnosis, and resolution of hardware and software problems on Windows and Apple computers, printers and mobile devices for end-users, and recommended as well as implemented corrective solutions, including off-site repair for remote users as needed.
• Create, update and maintained network user accounts for all users in Active Directory and Microsoft Online.
• Performed desktop system maintenance/upgrades including all computer OS patches, created and maintained user accounts, managed user groups, and network permissions.
• Prioritized, scheduled and updated incidents and requests, as well as escalate incidents outside the Help Desk to the appropriate IT teams when required.
• Provided direct support for Windows and Mac OS X endpoints, ensuring endpoints were up-to date and compliant with IT standard configurations and procedures.
• Provided support with Audio Visual, Audio, and Video Conferencing Equipment.
• Initiated improvements to raise the quality and efficiency of service to end users expanding knowledge base documentation and self-service opportunities.
• Created new corporate guest check in system for all offices worldwide.
• Participated in weekly operational meetings.
• Planned, coordinated, and conducted functional studies, feasibility studies, and cost benefit analyses to determine the adaptability of established and proposed information system desktop applications.
• Acted as primary escalation point for members of the Helpdesk Team.
• Assisted with all desktop software and hardware inventory, compliance and audits.
• Consulted and conferred with professional, technical, and managerial staff to define their IT needs.
• Coordinated projects with various groups to support IT projects.
• Evaluated new technologies, methodologies, and Information Technology trends to ensure that computing infrastructure met the current and future needs.
• Supported critical systems after hours, nights and weekends.
• Assisted in the development and deployment of OS image for Windows and OS X computers.

Confidential, San Francisco, CA

Field Engineer II

Responsibilities:

• Provide technical support assistance for Mac and Windows to corporate and remote end users for clients in multiple offices.
• Create, update and maintained network user accounts for all users in Active Directory, Google Enterprise and Microsoft Online.
• Administer all cloud based services and applications.
• Manage hardware with asset inventory and procurement.
• Maintain records on licenses, warranties and service agreements for the organizations hardware and software.
• Update client technical documentation as needed.
• Create and manage users in phone system.
• Manage all incoming ticket requests and problems through Zendesk and Autotask.
• Maintain all patching to systems and end user hardware and software.
• Administer cloud backup system for all users.
• Monitor all systems and cloud backups in compliance with company policies and procedures.
• Worked with third vendors for purchase of new hardware and software for clients.

Confidential, San Francisco, CA

Desktop and Network Administrator

Responsibilities:

• Provided updates and training for call center employees.
• Established organizational cloud based file system to Box.net and transferred the organization’s data to ensure security and backup of the company and customer’s information.
• Monitored and maintained all online backups using Intronis.
• Established Rackspace cloud email for Office 365 and converted company email server from Exchange server 2010, saving the company an annual cost of over $20,000.
• Created, updated and maintained network user accounts for all users in Active Directory, Box.net and Office 365.
• Created documentation and implemented procedures for the IT department.
• Managed and maintained Avaya phone system.
• Created corporate asset management inventory using Samanage to keep cost down for corporate hardware and tracking for Finance Department.
• Incorporated Zendesk into corporation to create a new corporate ticket management system to ensure ticket distribution addressed priorities and shortened down time for the company.
• Audited, purchased and maintained licenses, certificates and web addresses for all company and client servers.
• Managed third party vendor setup and tear down of client registration desks for convention shows nationally to ensure on time completion.

Confidential, Alameda, CA

Network Engineer

Responsibilities:

• Sole supporting technician for all for upper management including Captains and Admirals for the U.S. Coast Guard in District 11.
• Provided high level technical support onsite and via Windows Remote Access to all United States Coast Guard District 11 (West Coast) users.
• Designed training program and trained new Local Service Managers on basic desktop and laptop hardware troubleshooting.
• Created, updated and maintained user accounts for U.S. Coast Guard smart phones.
• Created, updated and maintained Active Directory network user accounts, desktops, laptops, servers, smart phones and printers in District 11.
• Member of Image 6.0 (Windows Vista) migration and implementation team.
• Provided high-level technical support and assistance for the District 11 Alameda U.S. Coast Guard Child Development Center.
• Provided high-level technical support for the U.S. Coast Guard Learning Centers.
• Designed and maintained Operating System image for Learning Center Work Stations Coast Guard wide.
• Established an inventory system for Learning Center locations that created easy tracking and prevented shortages.

Confidential, Northbrook, IL

Regional Manager

Responsibilities:

• Provided phone, e-mail and in person support for computer hardware and software related issues for clients.
• Review all incoming hard drives for clean room lab work and bench work.
• Administered data encryption and decryption for high profile clients using Microsoft Encryption and Pointsec Encryption.
• Provided customer software support for reinstalling data back on new hard drives.
• Installed and supported various hand held devices such as Blackberry, Handspring, iPhone and Palm hardware and software.
• Set up, install and import MS Outlook files for clients.
• Provided various antivirus software installations, updates and support for clients including MacAfee, AVG and Norton.
• Provided customer hardware desktop and laptop support for installation and upgrades of new hard drives, memory, CD/DVD-ROM, motherboards and NIC cards for Windows and MAC based desktops and laptops.
• Recovered data from damaged hard drives using various means of data recovery software.
• Provided information to customers regarding hard drive failure through e-mail, phone, and remote desktop using PC Anywhere and in person support.
• Managed data security and integrity for all customers in a secured environment.