SUMMARY

Dedicated Information Technology (IT) professional wif 12+ years of experience in multi environments across global platforms. Proven track record of delivering exceptional outcomes through tenacity and administration and troubleshooting. Experienced at working wif both internal and external teams across multi - division and multi-subsidiary environments; specialist skills in planning, installing, configuring and optimizing IT infrastructure to deliver solutions tied to business growth and innovation. Strong negotiator, communicator, team promoter and change agent skilled in execution through establishment and development of cross-functional partnerships. Available for domestic and international travel, well organized wif efficient time management and proactively seeks learning opportunities. Linkedin

TECHNICAL SKILLS

Security: SEPM 12.x, Trend Micro Office Scan 11.0, Trend Micro Vulnerability Protection 2.0 and Control Manager

Operating Systems: Windows XP, 7, 10 Windows Server 2003, 2008, and 2012

Software: SCCM 2012 r2, 1702 CB, Printer Logic, Office 2010, 2016, Password Vault, Bomgar, VNC, RDP Manager

Active Directory: DHCP, DNS, Sites & Services, AD administration

Hardware: Dell Latitudes, Lenovo, HP Printers, Dell Thin Clients, 10Zig, Dell Monitor

Protocols: TCP/IP, TCP, IP, UDP, SMTP, HTTP, and FTPVmWare: Vcenter Console; add CPU, RAM, NIC, Snapshots

ITIL: ServiceNow

PROFESSIONAL EXPERIENCE

Confidential, Cypress, CA

Systems Engineer II

• Conducted security patching of clients and servers using System Center Configuration Manager (SCCM 2012);
• Authored, deployed software packages to clients and servers; server build tasks assigned by Change Management..
• Designed, developed and upgraded legacy systems; configured Trend Micro Office Scan, Intrusion Prevention System and Control Manager; created and updated DHCP reservations for enterprise printers; Printer Logic.
• Executed Citrix server build tasks; setup session printing for end-users, and performed basic troubleshooting, and administration.
• Managed internal DNS zones; Performed Active Directory administration on a daily basis per environment needs.
• Provided on-call support to IT Helpdesk; influenced organizational change and process improvement.
• Executed site migrations and integrations; analyzed and quantified Service Level Agreements (SLA) metrics.
• Managed and designed SCCM architecture and environment to support self-service functionalities.
• Resolved Tier 3 level issues by troubleshooting through workflow incidents, requests and tasks in ServiceNow.
• Managed and monitored supported systems in our infrastructure to maintain established connectivity SLA.
• Installed, configured, tested and maintained application software, and system management tools.
• Participated in migration and acquisition stakeholder meetings to collaborate on plans to migrate companies into our domain; facilitated migration process from pilot to roll-out wif guidance from enterprise project managers.
• Tested new technology through functional business analysis to develop business requirements for implementation.
• Create noledge base articles and training materials to educate IT Helpdesk and Field Operations teams.
• Monitored system health through vCenter, Procmon, and Event Viewer; assisted in allocating temporary resources.
• Influenced organizational change and process improvement; encouraged urgency and accountability.
• Complied wif all internal and external policies and procedures across Change Management, Procurement, Finance, Software Development Life Cycle (SDLC), Project Management, Information Security and Operations.

Confidential

Field Support Analyst

• Migrated companies into our primary domain, while utilizing MDT deployment technology.
• Was involved in orchestrating and creating teh Thin Client primary image used to migrate users to our primary domain; Monitored Thin Clients wif Wyse MDM Software.
• Proficient in Remote Desktop, Team Viewer, VNC, Bomgar, MS Lync and DameWare.
• Provided support in a timely manner in accordance wif established Service Level Agreements (SLAs).
• Assessed daily metrics to minimize end user downtime, connectivity issues and ensure customer satisfaction.
• Developed strong working relationships wif all organizational levels wif diplomacy and tact.
• Traveled overnight regularly to provide onsite support to end users, stakeholders and vendor partners.
• Troubleshoot workstation equipment and peripherals; installed, assembled, and configured desktops, laptops, monitors, scanners, software, Local Area Network (LAN) and Wide Area Network (WAN) printers, etc.
• Supported and maintained HP and Ricoh printers (local and network printers); set company printing standards, analyzed current use to project future needs and selected replacement models to deploy.
• Supported Real Estate and Construction teams across 300+ locations during remodeling, moving and close outs to install IT infrastructure equipment and trained onsite personnel on proper usage of equipment.
• Managed, installed and configured mobile devices (ruggedized tablets, mobile phones wif Apple iOS and Android systems, and Motorola handhelds); assisted in developing loaner programs to reduce downtime.
• Configured and mounted ruggedized tablets and label printers on isolated terminals ( Confidential, Confidential ).
• Ensured compliance wif all local, state and federal health, safety and employment laws and regulations.

Confidential

Support Desk Analyst

• Provided customer support, service and technical support through analysis and problem resolving.
• Enabled installations, maintenance, education, implementation and documentation of software and hardware.
• Utilized technology for remote communication by video and phone wif clients or end users.
• Coached employees across multiple departments on network operations including login procedures, network management software, permissions, printing issues, security and use of software.
• Configured and troubleshoot hardware peripherals including hard drives, motherboard and NICs.