OBJECTIVE:

• I am looking for a company that offers a fast paced, challenging environment where I can develop new skills and implement my technical and analytical experience while building strong teams and relationships.

AREAS OF EXPERTISE

• Excellent communication
• Adaptable to end users’ needs
• Customer focused, and solutions oriented
• Strategic thinker
• Solutions oriented
• Adept trainer
• Strong at developing and implementing innovation and process improvement strategies

PROFESSIONAL EXPERIENCE

Desktop Support / Lead Technician

Confidential, Burbank, CA

Responsibilities:

• Lead Analyst in charge of on - site support for the Studio Lot and surrounding campuses
• Fox, Marvel Studios and ESPN integration support and migration project within the Disney Enterprise
• Support for WDI’s Creative Studio Group, and their artists & designers
• Utilizing AD to administer account and editing levels of access to groups
• Support Disney’s cast members and partners, meeting all technology needs, regardless of platform/scope
• Provision, and deploy desktop/laptop systems for Disney using Microsoft SCCM and Jamf Pro
• Provision, and configuration of mobile devices using two-factor authentication solutions for email
• Experience with provision management solutions using Microsoft SCCM and Jamf Pro
• Thorough knowledge of Windows 7, Windows 10 and Microsoft Office 365
• Extensive knowledge of MAC OS, iPhone, iPad and Android devices
• Strong fundamental knowledge in networking protocols and troubleshooting

Helpdesk Application Support Technician

Confidential, Valencia Ca

Responsibilities:

• Provided phone and remote support for domestic and international end users both on campus and onboard cruise ships.
• Active Directory, ADSI account creation and management for OU, Users and PCs
• On-boarding account creation for new users including Active Directory, Polar, Citrix, Cisco, Service Now, VPN/RSA, Unix, Internet access, Outlook, Lotus Notes, and Power Term.
• Helpdesk troubleshooting and support using Service Now for Ticket tracking and administration
• Multilingual support for end users when required (English, Italian and Spanish)
• Desktop support duties included imaging, building and deployment of PCs, software support and administration, ticketing and scheduling via Service Now,
• Network connectivity troubleshooting, priority executive ticket management and resolution, network printer setup, configuration and support (HP models).
• System maintenance scheduling and first response support for companywide updates and software pushes through the network

Systems Support Technician - Lead

Confidential

Responsibilities:

• Corporate and Production Desktop Support Analyst to over 400 assigned clients
• Remote and On-Site end user support for desktop and networking issues
• Active Directory administration of User and Computer accounts
• New user onboarding and account creation (email, database, AD, Phone & Network Drives)
• Technical liaison between the IT department and Executive clients
• Responsible for all Hardware and Software deployments, upgrades and ticket resolution for my clients
• Worked directly with Network Security and Network Engineering groups for infrastructure support
• Maintained a day to day ticketing administration database and managed ticket escalation
• Hardware support for network printers, blotters and various production and animation systems
• Daily documentation and asset tracking of in and outbound Hardware
• Quality and security testing of software prior to roll outs

Client Support Helpdesk Technician

Confidential

Responsibilities:

• End user and Corporate Client support in a Windows XP Pro environment of over 700 end users both on and off site.
• Provide extensive Helpdesk Remote support to end users both on and off site
• Responsible for of all levels of hardware setup, repair and implementation including break fix, configurations, deployments, moves and upgrades in a primarily Dell systems environment (Desktops, Laptops and Servers)
• Responsible for all Software installations, deployments, updates, upgrades and training.
• Responsible for onsite Network Support and monitoring which included: Active Directory Administration of user, computer and local OU forest management, hardware support, cable support, software, DRAC setups and server upgrades, back up administration via Symantec Back Up Pro 10, data transfers and management, server decommissioning
• Responsible for Remedy (OPAS) Ticketracking and management
• VPN Support for offsite clients and techs, RDP and VNC Support for remote users throughout the country and international corporate sites
• Network printer support - Configure, maintain and repair (Dell, HP, Canon and Xerox)
• Responsible for implementing and maintaining an Asset Tracking System for all IT related equipment
• Serve as a Technical Liaison between the IT Dept and the Client Corporate Structure
• Maintain a high level of business ethics and personal conduct

Desktop Support Specialist

Confidential

Responsibilities:

• Software, hardware and network support in an XP environment
• Proprietary software support and maintenance
• User account management through Active Directory
• System imaging, configurations and deployments for migrations
• Install maintain and support HP network printers
• Remote Desktop support for both onsite and offsite end users (VPN users)
• Asset management and documentation
• PDA (Blackberry) support