SUMMARY

• Ensured the uptime of all Network Connectivity by monitoring with NOC tools performing traffic management to alleviate over - utilization and preventing network congestion.
• Accurate updating and follow-through to appropriate resolution on trouble tickets, with timely escalations and notifications of service impacting events as prescribed by management.
• Successfully completed Confidential Device Manager 4.5 software training to help manage Confidential Thin Clients for Enterprise customers.
• Inherited several key customer accounts which included managing daily meetings, troubleshooting technical issues, and dissolving complex customer situations.
• Resolved highly visible issues quickly and accurately, with a history of customer satisfaction and retention.

TECHNICAL SKILLS

MS Office: Project, Excel, Outlook, PowerPoint, Visio, MS Exchange

Network Tools: Inter-tel DB, Wyse Device Manager, Active Directory, MCU’s, Gateways, DSLAM’s, BRAS, Switches, Routers, TCP/IP, VOIP, VMware, DS1, DS3, OCx, T1, xDSL and Network Maintenance, MS SQL Server, Cisco MeetingPlace, Juniper RSA/VPN, GoodApp, SCCM Viewer, Citrix XenApp, WebEx, Cisco Meraki

Mobile Devices: iPads, iPhones, Androids, AirWatchG+ Suite: Google Admin

Ticketing Systems: Zentech and Service-NowPlatforms: Windows/7/8/10/2K/XP/2003, Server 2003/2008/CE, Mac OS and Linux.

Remote Tools: Bomgar, LogMeIn123

PROFESSIONAL EXPERIENCE

Confidential, CA

Sr. Analyst EUS

Responsibilities:

• Windows desktop administrator with day to day IT support (Laptop, Printers, Phone 8X8, Network, Wireless, Video Conferencing, Office 365 apps support).
• Confidential ticketing system meeting SLA agreements. Support Active Directory, LAN and WAN Confidential .
• MAC OS support. Mobile Devices (iPhones, Androids and the occasional Blackberry Device).
• Assist in developing and creating standard operating processes to continuously improve IT, Keep client informed of outages and statuses; provide and recommend alternative connectivity methods during outages.
• Responsible for project participation including system upgrades, service improvement initiatives and service requests.
• Responsible for learning and utilizing new services and products or changes to existing services and products.
• Comfortable working within a team, but able to work independently.

Confidential, CA

Deskside Support

Respnsibilities:

• Providing multiple levels of support to end users in a migration period, where Confidential has been acquired by Confidential .
• Assisted in re - imaging laptops from PCYC to Confidential image. Added core and custom apps per individual need.
• Also gave post migration training to users that have been migrated.
• Performed normal desktop, service desk and other IT roles when needed.

Confidential, San Jose, CA

Deskside Support Engineer

Responsibilities:

• Supporting Confidential firm employees at the IT window and at the user’s desk using Service.
• Now ticketing system to trouble shoot and resolve any computer, network, phone and printing related issues.
• Image Confidential and HP laptop’s for New Hires, Loaners, Refreshes and Available inventory.
• Involved in multiple networking projects from Firewall, Access Point and Server upgrades.

Confidential, San Jose, CA

Desktop Support Engineer

Responsibilites:

• Client end user support using ConnectWise ticketing system and phone support.
• Troubleshoot hardware, software, network and printing related issues remotely using Bomgar or on Client’s site.
• Image Confidential laptops and desktops manually.
• Most systems are imaged with Windows 7 and Windows 10.
• Occasional Server installations at Client sites or at the Colocation Data Centers.

Confidential, San Jose, CA

HelpDesk Support

• Monitor the daily operation of user computers for hardware and software issues.
• Maintain user accounts (email, network, phones) using Active Directory.
• Install and update software applications on client computers.
• Maintain passwords and security procedures to protect systems and confidentiality of data.

Confidential, Mountain View, CA

App Analyst Specialist

• Supported Android app developers who publish apps to the Confidential store as well as troubleshoot code-level issues.
• Resolved issues related to uploading, publishing, and maintaining apps on the Confidential Store.

Confidential, Santa Clara, CA

Senior Desktop Support

• Supported the Corporate Business community providing first level dispatch, application/operating system support, and consultation for all IT client level needs using Confidential ticketing system.
• Provide support at the IT Bar for walk up questions and solving PC, laptop and device related issues.
• Image Windows and Mac OS systems.

Confidential, Moffett Field, CA

Field Tech

• Deliver support both at the Helpdesk and across the Moffett Field Facility and respond to departmental technical emergencies in order to minimize data loss, meet deadlines and support needs of users using HP ticketing system.
• Image Windows and Mac desktops and laptops for break-fix and refreshes.
• Provide Administrative Privileges to help install requested applications.Also grant Elevated Privileges when needed.

Confidential, San Jose, CA

Helpdesk Support

• Maintain and monitor end-user workstations and productivity on the local area network.
• Perform a variety of maintenance, software installation, end-user support and training to ensure workstations and network performance meet company and end-user requirements using.
• Provide support to all on-site staff at headquarters.

Confidential, Newark, CA

Desktop Support

• Desktop Support: Responsible for responding to internal Tier 1 SalesForce tickets.
• Trouble shoot hardware and software issues.
• Build, deploy and image Confidential computer systems using Symantec Ghost software and enter the computers to the domain in Active Directory and use of Symantec Anti-virus.
• Merchant Activations: Configure and deploy POS integrated products and electronic transaction processing hardware. Modify and delete accounts. Also assist in improving procedures and efficiency. Installation of credit card processing apps on mobile devices. iPhones, Macbooks, iPads and Androids.

Confidential, San Jose, CA

NOC Technician

• Responsible for carrying out monitoring operations, servicing servers, network and telecommunications equipment in data centers and other organizations.
• Responsible for deploying field technicians to COLO locations to address any physical connection issues.

Confidential, San Jose, CA

Technical Support

• Diagnose and troubleshoot tech problems with Confidential devices and Management Software over the phone.
• Promoted to Level 2 Support and focused on Confidential Device Manager issues which customer’s used for managing all their Confidential devices.