SUMMARY:

• A+ and Network+ certified Desktop Support Engineer with, 8 years of hands on Enterprise experience.
• Expert in installing, configuring, administration, migration, troubleshooting Windows10, 8 & 7, Servers, Exchange, VM’s, Office 365, SSO(OKTA), Photoshop, Remedy, Service Now, SCCM, PBX/Shoretel and security issues.
• Advanced troubleshooting, Configuring, resolving HW/SW, SaaS applications, issues in a timely manner.
• Expertise in Microsoft AD, Exchange, mailboxes, Distribution List’s, Cloud, Zendesk, Virtualization, ITIL environments, Sales force administration.
• Expertise in Networks, Cloud, VDI, Citrix, Wireless Networks, LAN/ WAN, Servers, PC and MAC OSX.
• Provided support to Human Resource, Engineering, Manufacturing IT, and Finance departments.
• Excellent written and verbal skills, Phone, Email, Chat Support, Vendor management, Analysis, Documentation.
• Listen, comprehend and communicate effectively to all organizational levels, including VP’s, CEO, CFO’s.

SOFT SKILLS:

• Self - Motivated, self-starter, Team-player, fast learner, Professional attitude, appearance, excellent customer service skills, hardworking, patience, diligence to perform the best services possible.
• Strong interpersonal and communication skills, strong work ethic and positive attitude, sense of humor
• Excellent hands-on and remote customer service skills.

TECHNICAL SKILLS:

Expertise in protocols, TCP/IP, DNS, DHCP, NTP, SMTP, VOIP, Windows 10, 8 & 7, Bitlocker, Filevault 2, Office Suite/Office 365, SaaS applications, SCCM, Log files, MDT, USMT, migration tools, Wireless Support, Email support, Cloud computing, IIS, Server HW & SW, Salesforce, INSYNC backups, BioTech Labs, PBX/Shoretel, Phones, Iphones, Ipads, Android, IOS, Java, WebEx, IIS, FrontPage, Citrix applications, Matlab, AutoCad, Financial services applications, Epic, Tivoli, SnagIT, HIPPA, many hospital apps., Unix, Linux, windows scripting, backup management and HP/Canon/Xerox-Ricoh printers.

PROFESSIONAL EXPERIENCE:

Confidential, Sunnyvale, CA

Computer/Data Analyst

Responsibilities:

• Derived Data and Source Codes from various sources and types of media, such as floppies, CD's, tapes/DAT, 5.25 Floppies etc., and then created images and archived them to external drives or network shares.
• Ran scripts, backup data. Daily updated excel spreadsheets and color codes accordingly. Kept manager updated about progress and issues.

Confidential, Mountain View, CA

Desktop Support Engineer

Responsibilities:

• I provided 2 level support to employees, Scientists, and Executives (CEO, CFO) with their daily issues, provisioned new HW & SW, Windows 7 migrations to windows 10.
• HP Manager Tickets updated, followed with the end - users, resolved the issues and closed tickets.
• Virus updates/Security Compliance, Casper Mac imaging, PC imaging (SCCM), SSO/OKTA, troubleshooting/support and phone/printers supported all locations on the site.

Confidential, Milpitas, CA

Help Desk Support

Responsibilities:

• Provided 2nd level support in networked Enterprise environment to 500 employees and provided Executive level support, for Mac/PC, Mac OSX, Office Suite, OS migrations, email, hardware & SW issues tickets, printers, inventory, moves and organization, Datacenter, patch panels.
• Setup phone, MFC printers, other duties as assigned by the manager.

Confidential, Mountain View, CA

Help Desk Support

Responsibilities:

• Mac/PC laptops Casper/SCCM image deployments, configuring troubleshooting and other tasks.
• I assisted in monitoring and troubleshooting issues at the SDC 2016 convention at Moscone Center in San Francisco, inventory monitoring and distribution of Laptops and there accessories and other task assigned by Manager.

Confidential, Foster City, CA

IT support Analyst

Responsibilities:

• I provided 2 level creative solutions for daily issues, email, Networking, Jira tickets, and Executive support to CEO, CFO and other VP’s.
• Setup Huddle meetings and Conferences for VP’s, CEO, and Board Members, to deliver their speeches/updates.
• I supported Mac/PC HW & SW, Win. 7 migrations to Win 10, Cisco VPN.
• I created images with Deployment studio, deployed to new/old employees’ provisions, cloud backup, AD accounts, and Encryption. MAC OS X El Capitan, Networking, VDI, Office suite, SaaS, Antivirus, SSO (Okta), VOIP, Telepresence, AV systems, Mobile phones, DNS, TCP/IP, DHCP, phones and printers. Setup/configure plotter, and other projects, as directed by IT Manager.

Confidential, San Jose, CA

Mac/Desktop Support Engineer

Responsibilities:

• I provided 2 level support to 10,000 employees, including some Executive level support, for daily issues, email, Networking, Remedy tickets, Mac/PC HW & SW, printing, Okta/SSO, VPN issues, HP Connected backup, Active Directory account management, PBX/Shoretel, Lync server, VM’s, Filevault Encryption. MAC OS X EL Capitan/Yosemite support, Office suite, SCCM/Casper imaging, deployments/Migrations and recovery, AutoCad, VOIP/phones support, Joining Macs to domain, Virus remediation, security threats/Security compliance/issues, moves, inventory, AV/Video Conferencing, other issues/projects, Mobile phones, DNS, TCP/IP, DHCP, as directed by Manager.

Confidential, Cupertino, CA

Mac Support Analyst

Responsibilities:

• I provided 2-3rd level solutions to Sugar’s 400+ employees, along with Executive level support to VP’s, CEO & CFO, via Confidential ticketing system.
• Opened, updated and closed tickets. We managed AD, exchange Mailboxes, SSO/OKTA, supported Lenovo laptops, Mac HW & SW support, email issues, image deployments, assisted with Rackspace migration to Exchange, printers, Cisco IP phones, DNS, TCP/IP, DHCP, cloud backup/restore, virtualization, Security issues and other duties as assigned by team lead & IT manager.

Confidential, Santa Clara, CA

Mac/Desktop Support Analyst

Responsibilities:

• I provided 2nd level dynamic solutions, along with Executive support, to VP’s, CEO, Board members etc., to end-users issues, in-person, by email, phone & Chat, for Confidential PCs & Mac HW/SW and printers issues, OS Migrations, to 2000 employees & contractors, remote Sales Teams and SE’s, Bitlocker/Filevault Encryption, user access, SSO/OKTA, SCCM/Casper image Deployments.
• Created/Managed Active Directory, exchange Mailboxes, Distribution Lists, Lync server, GoToMeeting, Shortel, user accounts.
• Installed/supported applications Office Suite 2016, Project, Visio, Crash Plan Backups, Google Apps., AV/Video Conf., VM’s, projectors, vendors and others duties as assigned.

Confidential, San Francisco, CA

Mac/Desktop Support Analyst

Responsibilities:

• Created, updated, refresh Ghost images for Confidential & Lenovo hardware, troubleshooting and other issues, Mac image creation with Deployment Studio, Mac/PC and printer support, assisted in resolving Telecom issues, activated phone ports, setting up / moving phones.
• Troubleshoot phones/Data ports issues with Toner and other tools.
• Opened, updated and closed Service Now tickets and other duties assigned by the manager.
• I installed all software and applications, tested, bench marked images, had them QA, and then uploaded to Server.
• I created updated documentation for IT staff and end clients, created, tested, deployed Mac images with Deployment Studio, other duties as assigned by manager.

Confidential, Palo Alto, CA

Mac/Desktop Support Specialist

Responsibilities:

• I provided 2nd level support to PC & Mac users, 3000 Students, Managers, Directors, with their hardware & software issues.
• Making calls, sending emails, WebEx, Backup data, migration, imaging, Bitlocker/Filevault 2 encryption, installed Remedy 7.5, BigFix, Crashplan and Exchange, Office Suite, SaaS, configured and deployed, IPhones & Ipads, Airwatch and MDM issues.
• I installed Windows 8.1 & 7 on PC, supported Mac systems & BioTech Lab machines.

Confidential, CA

Desktop Support Analyst

Responsibilities:

• Microsoft SCCM/MDT Imaged, HP hardware, All in One 8300, building/setting up medical equipment, printers, inventory, deployments, Wi-Fi, documentation, Office Suite, exchange, and other duties as needed.
• Provided 2nd level support to 2000 clients on Confidential hardware/Allen ware, Unbuntu Linux, printers, imaging, Laptops, administration/moved Users in Active Directory, Wi-Fi issues.
• Created/updated excel spreadsheet reports, for all users in Active Directory.
• Moved objects & users in Active Directory, Encryption on laptop/Desktops, inventoried old hard drives for Users, and data entry, supported Labs, and attended IT meetings, to improve service and productivity.

Confidential, San Francisco, CA

Desktop/Refresh Support

Responsibilities:

• Provided 2nd level phone /email support to Confidential 1500 clients/Stores after refresh issues.
• Provided support to Field Support Engineers with various issues, Dhruva cloud backup, installation, user account creation, monitoring, troubleshooting backups.
• Windows 7, XP, Office, emails, MFP’s/printers, Sophos Antivirus, AD management, Excel spreadsheet formulas/updates. Receive and make phone calls to clients and stores, all across US and Canada.

Confidential, Milpitas, CA

Desktop Support Analyst

Responsibilities:

• Provided 2nd level support for 1500 users, including Executive support, to VP’s, CEO, Board members daily issues with Windows 7/XP troubleshooting desktops, laptops, printers/Multifunction printers, PBX/Avaya phones, Mobile computing. I supported 14 resort/rental properties throughout Bay area, provided support to managers, Directors and VIP’s and Project Managers.
• Installed/supported Office Suite, Okta, Wi-Fi networks, VDI, supported Confidential Iphones/Ipads and BlackBerry devices.
• Installed and supported AutoCad, Auto-desk, Navisworks, Citrix, Service Now, Blue Jeans, McAfee, AirWatch, VOIP telephony, Conference rooms.

Confidential, South San Francisco, CA

Mac/Desktop Support Analyst

Responsibilities:

• Provided 2 level support to 360 employees internal and across the Globe, in a hybrid environment, deployed Lenovo laptops, HP desktops, Exchange, Office Suite, MACs, Mac Airs, WIFI, encryption, PBX/ phones, Confidential Iphones IOS 5/Ipads, mobile computing and printers, BioTech equipment & Lab support, Setup IP phones and AV systems/projectors.

Confidential, Palo Alto, CA

Desktop Support Engineer

Responsibilities:

• Provided 2rd to 3rd level support to 2000 users, HR, Finance, IT and other departments, via ITSM Remedy ticketing, imaged & deployed HP laptops, desktops with Microsoft SCCM/MDT technology, downloaded / updated patch & packages using BMC marimba.
• Resolved daily issues, imaging, data migration, Outlook, WebEx, wireless, Epic issues, encryption, HP printers, supported Mac’s, IMacs and Macbook pros, Supported BioTech Labs, tended to administrative tasks, and performed other duties as assigned.
• Provided IP and mobile phones support, resolved NTFS security & permission’s issues.
• I received great feedback and comments from many of my clients.

Confidential, San Francisco, CA

IT Support Engineer

Responsibilities:

• I provided 2nd level support with Windows 7 deployment /migration with BartpE technology.
• Rollout new laptops/desktops, supported PC/ Confidential and Mac, Laptops/Desktops, diverse clients, Doctors, Surgeons, nurses and others.
• Imaging, backup data, End-users training, AD accounts, move computers to different OU’s. I supported BioTech Labs & equipment; resolved issues after Push Deployment of Office 2010 installed Confidential Endpoint protection, Sophos, Endnote and other applications.
• We encrypted/decrypted Confidential and Mac Laptops, using Checkpoint/PGP software. Attended IT meetings and provided feedback and attended Windows 7 training classes, an ITIL environment.

Confidential, Moraga, CA

IT/Desktop Support Engineer

Responsibilities:

• Provided 2nd level support to 2000 employees/students, included Executive level support, imaged Macs using Disk Utility, configured, Setup MacBook’s, Desktop pro and IMacs, migrated Macs data, responded to urgent calls for support, drove Golf cart to various locations.
• Provide support to diverse clients, managers, Brothers, Sisters, Fathers, coaches and other employees.
• Resolve and follow up with trouble tickets, via phone, in person and email. Printer support, Labs/Classrooms checks, administration and Wireless support, end-user training.

Confidential, Mountain View, CA

Site Services Analyst

Responsibilities:

• Provided 2-3rd level technical support to 1500 users, for Windows Vista, XP, Linux and various systems, software and hardware, secondary network infrastructure support. Contacted Vendors warranty related issues.
• Installed, configured, and troubleshot various systems, servers, and network and wireless issues. Created/extracted images to Laptops and desktops with Ghost/Altiris. Deployed patches E-mail archiving, and E-vault system.
• Remedy tickets management, Phones, WebEx and email support, Social Media, Vendor management, Documentation. Project management and deployments and migrations. An ITIL environment.
• Resolved issues in a timely manner. Attended IT meetings, trained end-users.
• Communicated highly technical information to both technical and non-technical personnel.

Confidential, Santa Clara, CA

Server Build Engineer

Responsibilities:

• Build Servers from Remedy Helpdesk queue, IBM 3550, 3650, 3850 Series, Confidential 1950, 2600 and others.
• Created, updated, and closed tickets, data entry. Installed HBAs, IO cards, firmware’s, patches, updates and MSFT Windows server OS. Configured RSAII’s updated.
• Updated information in Active Directory on Servers and moved to different OU’s.
• Prepped Servers delivered to Data centers. Attended IT meetings.