SUMMARY

• Strategic senior desktop support with expertise in the biopharmaceutical and high - tech industries. Analytical business partner with proven skills in problem-solving, collaborating with internal and external customers and effectively communicating with all levels across the organization. Capable of quickly prioritizing tasks in a fast-paced environment while communicating technical resolutions clearly and effectively with all levels of management within an organization.

TECHNICAL SKILLS

• Microsoft Windows Legacy OS, 7, 8, 10 | Android | Apple iOS | iPad | iPhone | Mircrosoft Office 365 applications - Word, Excel | SharePoint | Skype for Business | OneDrive | Teams | RDP | Symantec PCAnywhere | LogMeIn | WebEx | Enterprise-based Ticketing Systems | ServiceNow | PAI Helpdesk | Zendesk | Symantec Endpoint | TrendMicro | Cisco VPN | Sophos | Active Directory | Acrobat | Norton Ghost | Acronis | Box.com | SCCM | Airwatch | MobileIron

PROFESSIONAL EXPERIENCE

Confidential, South San Francisco, CA

Senior Desktop Analyst

Responsibilities:

• Provided technical support for Executive, VPs, Directors and monthly Town-Hall meetings, assisting with equipment set-up, and resolving any issues.
• Traveled and accommodated remote lab users, reduced equipment down time of and engaged with users.
• Delivered phone support to remote users and desk-side visits for internal users ranging from accessing network issues, password reset, and network access failures.
• Determined the most effective manner to resolve customer’s technical issues. Engage in research and in-depth troubleshooting to resolve technical issues. Consults with other IT subject matter experts when necessary.
• Managed the onboarding process, providing needed equipment and access credentials to allow the new employee to begin working immediately.
• Managed the offboarding process, disabling access and eliminating security risks for the company.
• Conducted training for new release applications and new hires.
• Addressed questions, troubleshot problems, taught or instructed customers regarding software or hardware functionality, and communication policy.
• Assumed a primary administrator’s role for the Helpdesk ticketing system, i.e. Zendesk. Updates tickets with appropriate entries of activities, follows-up with customers on the status of tickets, and close tickets with resolution entered upon completion of the job.
• Attended and collaborate with other business partners to improve processes.
• Assisted preparedness for FDA submission and inspection, lead to Acerta’s first approved drug.
• Managed software licenses and hardware inventory.
• Collaborated with the AstraZeneca IT team integrate Acerta’s infrastructure on to AstraZeneca.

Confidential

IT - Executive Support | Desktop Support Specialist

Responsibilities:

• Provided IT support wide variety of users ranging from manufacturing to high-level Senior Executives.
• Protected company information by encrypting hard drives with Bitlocker, remote backup with OneDrive, and monitored/reviewed monthly Microsoft updates prior to companywide rollout.
• Collaborated with different vendors to create hardware standards. Test and research computer hardware for company deployment.
• Led team on company migration to Windows 10 operating system. Coordinate with different business units for software compatibility.
• Provided quality support to all employees both on and offsite with a high sense of urgency.
• Supported desktops, lab equipment in the cleanroom.

Confidential

IT - Executive Support | Desktop Support Specialist

Responsibilities:

• Developed, implemented, and maintained “Red Throw Rug” program. Supported the Executive Staff onsite and offsite: events, conferences, and meetings, home offices.
• Programmed and troubleshoot Cisco VOIP phones and Unity voicemails.
• Maintained, controlled, and documented all incoming/outgoing inventory and asset review.
• Upgraded and deployed Lenovo laptops to all employees.
• Coordinated and developed a PC maintenance program for Executive level staff.
• Installed, configured, troubleshoot, supported, and maintained PC hardware and peripherals including desktop computers/laptops, printers, scanners, and network printers.
• Implemented and distributed Ricoh copiers to all San Jose sites.
• Experienced with cleanroom and fab environment and rackmount workstations.
• Evaluated and defined global standards for PC desktops, laptops, tablets.
• Spearheaded Windows 7 upgrade project by testing all core applications, coordinating with all departments, imaging machines, and follow up to ensure no post-migration issues.
• Our team saved the company millions of dollars by replacing the antiquated Nortel Meridian PBX switch and converting the system to a hosted Cisco VOIP system. Assisted with physical phone deployment, created standard operating procedures, and implemented downtime contingency plans.
• Supported specialized legacy systems and worked with vendors and corporate network administrators to bring the systems back into compliance.
• Assisted with the implementation of managed print services and saved the company thousands of dollars a month in maintenance and supplies.