IT ServiceDesk Support Resume

SUMMARY:

To pursuit a position where I can utilize my expertise’s and at the same time gain new technical skills.

PROFESSIONAL EXPERIENCE:

IT ServiceDesk Support

Confidential

Responsibilities:

Help SCCM, PXE Ghost or USB Windows 10 images for end users, deploy software packages for custom build for individual users at Pleasanton office.
Assist end user with their daily needs, questions on their p.c. software.
Troubleshoot Apple MAcbook O.S. repair / rebuild O.S., network issue, printing issues, Wifi, VPN Cisco, Global Protect.
Use Bomgar presentation for remote session. Windows 2012 server troubleshoot crash issues, Create scripts for export url links.

IT ServiceDesk Support

Confidential

Responsibilities:

Support end users on new Laptops. Build, repair, loaner laptops for employees, managers, VP managers.
Update assets of laptops, on Confidential database on returns, EOL.Maintain Assets accuracy, audit on monthly basis.
Assist end users and remote users with their issues in the office face to face.
Knowledge of Windows 10, Troubleshoot Macbook Mojave OS, break fix. Printer connection. VPN support, Cisco DX80 VoIP support.
Network datacenter, server room hard drives monitor and maintenance of in house servers, rebuilding replacements, Windows 2012, VMware, workstation 12. SCCM, SQL, deployment images to laptops.
Assist end user accounts lock outs on virtual authentication, AD accounts. 2nd factor Token lock outs.

Technical Support

Confidential

Responsibilities:

Assist end users on their password reset on Windows 2012 active directory, support end user on configuration on their PKI certificate, Ping ID authentication, Windows 10 O365/ sharepoint, Skype issues.
Windows 10 imaging HP laptops.
Accept and create tickets on Service now ticketing software. RMA old parts, recycle laptops, broken devices.
Help end user upgrade their memory card or hard drives on their p.c.
Assist end user to restore their data on the new hard drive. Assist end user on their monitor issue, or printer setup issues.
Tier 1, 2 level support.
Keep track of assets (new, return, discontinue part) on Service now.
Bitlocker hard drive recovery or reformat the hard drive.

Field Technical Support

Confidential

Responsibilities:

Use Microsoft SCCM to reimage POS, P.C. desktop, servers, mobile devices, MAC Technologies updates, Wifi air magnet to check access point hot spots.
Cisco Meraki switch configuration, IDF install, Smart Exit Sensormatic Security project.
Daily support on open ticket.Work on small projects. Microsoft Active Directory, Exchange 2013 server, outlook, 365 office on the cloud, user passwords reset, SSO. RMA parts to central office. Enable bitlocker on all tablets, laptops, desktop. Monitor Nagios on all devices on all IDF racks in server room. Support end users on Macbook apple products. Centify policy with Mac o.s. to A D domain setup. Avaya phone setup in Conference room.
Gotomeeting, Webex. Set up HTC and Oculus headset, 2 speaker antennas, 2 ipads for Virtual Reality in Confidential ’s Furniture department.
Support end user on monitor printer issues. Assist install new license key to activate windows o.s. cable patch end user p.c. to network jack. Tier level 1, 2 support.
Keep track of all devices, p.c. assets inventory on Service now.

Technical Support

Confidential

Responsibilities:

Use Microsoft SCCM to reimage on POS. P.C. workstation, MAC Technology updates. HP DL380 Gen 9 Server rebuilding.
VMware ESXi 6.5, MSAD server, Replace parts as needed.
RMA the bad parts. Support end users on Office 365 or Outlook 2010.
Communicate with the manager, supervisor or lead person.
Firewall, switch migration, VoIP 8x8 installs.

Team Lead support

Confidential, San Jose

Responsibilities:

Make sure all batch and phases of daily rack moves are organize recertified fiber optic cables.
Make sure all sub teams; groups are doing their tasks in testing fiber optic cables, MPO, LC FO cables, MPO - LC, KVM cables. Ensure all FO cables are handled with care. Train testers how to handle the FO cables. Support Brocade Broadcom datacenter recertify fiber channel cables.
Check fiber optic cables with OP280MT transceiverPass or fail Fiber optic laser flashlight for good or bad part. Inventory rack space for decommission process. Fiber optic cable 12 (6 pairs), 8 (4 pairs) channel check.MPO - MPO, MPO - LC, LC-LC multimode, SFP inner card connectors.
This was a short 2 months contract to decommission the data center. The Company moved their assets to Colorado.