SUMMARY:

• Provide 3rd Level Technical Support for client system, client account migrations and their IOS and Android devices.2) Supervise, mentor, train, and support tier 2 technicians in the performance of their daily responsibilities
• Co - author and update as required documentation defining identifying characteristics and mitigations and fixes for technical errors encountered during migration process.
• Remediate systems that do not meet prerequisites for migration.
• Including installation of required migration tools, migration services, and SCCM client.
• Provide white glove support to VIP end users through the migration process.
• Provide post migration support to resolve resulting technical issues with basic functionality including but, not exclusive to Outlook O365, Skype for Businessend user authentication, and network connectivity

PROFESSIONAL EXPERIENCE:

Confidential

IT Remote Support

Responsibilities:

• Co-drafted re-image documentation and communications to remote users.
• Tested, Initiated, and provided support for remote users re-imaging their systems

Confidential

Technical Support Engineer

Responsibilities:

• Executive Team Support. Including mobile device support
• Primary imager and deployer of all laptops and workstations supported by Santa Clara site.
• Primary provider of onboarding and offboarding processes.
• Co-Provisioned and Deployed Android and Apple Mobile Phones. Google MDM.
• Co-provisioned and Managed deployment of RSA Tokens
• Installed and Supported Cisco AnyConnect and Global Protect VPN clients
• Provided day to day support for laptops and workstations deployed in Santa Clara
• Co-Supported and assisted end users with Google Dual Authorization
• Assisted with the support of Google Hangouts and Meet AV conference rooms
• Successfully completed Asset Remediation project reconciling over 200 systems within AD and the Asset Database.
• Facilitated the ewasting of retired assets and the remediation of functioning systems
• Provided end user Support for Bitlocker, Bluecoat, and Microsoft Endpoint.

Confidential

Desktop Specialist

Responsibilities:

• Was awarded customer service awards on 6 separate occasions
• Primary Imager and Deployer of all laptops and workstations at Santa Clara site.
• Primary provider of onboarding and offboarding processes.
• Creation of new accounts and mailboxes including Resource mailboxes.
• Quota management.
• Calendar rights.
• Remote Contacts, Manual backup of mailboxes of departing staff.
• Account management, permissions assignments, migration of user and system accounts
• Supported and provisioned Android phones, IPhones, and IPads. MobileIron MDM.
• Provided general end user support for laptops, workstations, MS Office, Web, and other productivity applications.
• Provided AV support for local meetings and global business division and All Hands meetings.
• System Patching: Implemented SCCM System Patching improving compliance from 74% to 92%

Confidential

Infrastructure Support

Responsibilities:

• Provided SCCM Infrastructure Support
• Monitored Site Servers and SCCM Client Health
• Assisted with the provisioning of new content
• Configured and Deployed SCCM Distribution Points
• Monitored and Provided Server Side Support for AppV
• Worked with the Desktop and Server Teams of various Fortune 1000 clients to insure optimal reliability and functionality of SCCM and AppV
• Provided guidance to junior techs at 2 of Confidential larger clients I was assigned to.

Cranite Systems Sales Engineer

Confidential

Responsibilities:

• Provided guidance and technical support to Cranite Systems customers on their
• VPN client and server system
• Trained VARS on the implementation of Cranite technology
• Company closed shortly after my arrival due to funding being withdrawn after stock market collapse.

Confidential

Windows Systems Support Senior Tech

Responsibilities:

• Responsible for OS patching, OS deployment, Application deployments monitored and maintained the health of the SCCM infrastructure and clients
• Project Lead and technical asset on multiple implementations of upgrades and technology changes
• Re-modeled and redefined the processes for OS Deployments. Adding change tracking and version tracking. Successfully, worked with software engineering to migrate SVB from CD/DVD deployment to light touch SCCM OS deployment.
• Leveraging SCCM and the improved processes workstation stability was greatly enhanced and
• Microsoft Patch compliance was raised to 95%.
• Was a valued member of SVB Incident Strike Team. The team dedicated to resolving IT critical incidents
• Successfully led IT organization through an enterprise wide critical event.
• Co-administered McAfee Enterprise AntiVirus, Credant Drive Encryption, and Softgrid(MS AppV)
• Provided 3rd Level Support to the Desktop and Help Desk Teams

Confidential

Windows Systems Support

Responsibilities:

• Responsible for all Windows based system support
• Windows Domain Administration
• Monitored, Maintained, and evaluated all Microsoft domain core services: DHCP, WINS, Print Services, SMS(SCCM) and Domain Controller functionality
• Co-administered Exchange 5.5
• Administered Norton Antivirus, Blackberry Server, and nightly Enterprise Backups
• Responsible for building and deploying all Windows based systems including laptops, desktops, enterprise Windows servers for both production and lab environments
• Provided remote user support including the creation of CentralPoint VPN Accounts
• Architect and implementer of migration to Active Directory 2003 and all related services.
• Provided support for all Windows systems at Inxight Software
• By leveraging these technologies and other best practices reduced ticket generation 80%.

Confidential

Senior Domain Administrator

Responsibilities:

• IT Infrastructure Lead for the implementation of new Medical Systems Software: Involving 8 different Operating Systems.
• Worked with Vendors, in house software development, and medical groups to successfully implement systems.
• Wrote documentation for the installation and support of related client side software and agents.
• Trained Operations, Help Desk, and Desktop Teams on the various support measures required to maintain their optimal function.
• Built, Defined and Designed Workflows and successfully implemented McAfee Help Desk System.
• Wrote documentation recording installation and support. Trained Operations, Help Desk, and Desktop Teams on its use and processes.
• Monitored Enterprise Backups and provided restorations of data as required
• Provided technical support to Help Desk Team and Desktop Team
• Provided 24/7 support for enterprise systems
• Wrote multiple policy and procedure documents that were implemented as Confidential