PROFESSIONAL EXPERIENCE

Senior Help Desk Technician

Confidential, San Francisco, CA

Responsibilities:

• Provided 3rd Level Support at an enterprise level corp and 1,100 user base in San Francisco. On - site and remote support assistance included break-fix repairs, troubleshooting Windows 7&10 OS Systems, MS Office 2013, and Internal application support such as eAudit, Focus, Orion, KPMG toolbar add-ins, and other Audit/Advisory/Tax software and applications.
• Managed daily imaging and laptop migrations for customers to Windows 10 on HP/Lenovo devices. Assisted in completing over 86% of users in SF and Walnut Creek office (total 850 users completed out of over 1,100)
• Procured inventory of peripherals and laptop equipment on ARIBA firm-wide procurement system.
• Utilized REMEDY v7.1 to update asset inventory records.
• Utilized SERVICE-NOW (‘KTech Fusion’) to generate and input user requests and asset inventory records. Used this system for ticket tracking and consistently met SLAs on monthly basis. Ran reports on daily basis to facilitate imaging and migrations.
• Created inventory reports for asset disposal and donations.
• Handled new hire laptop configurations and deployment.

IT Consultant

Confidential CA

Responsibilities:

• Provide maintenance and support for computers, mobile devices, printers and wifi devices to small businesses and individual users running Windows, OSx and proprietary software.
• Recommend and perform upgrades as needed. Work with vendors to resolve complex issues.
• Provide education to allow self-sufficiency in the office environment.
• Provide remote support for critical issues.

Sr. Technical Specialist

Confidential, San Francisco, CA

Responsibilities:

• Key member of Implementation Team in rolling out new technology. (ie. VoIP Phone system to eliminate obsolete PBX system, Zendesk ticketing system for prioritizing and tracking helpdesk requests, Lotus Notes to Exchange for more efficient email system, Microsoft Lync for better communication between remote offices)
• Successfully migrated 250 users to Box for Cloud-based document management to eliminate the need for larger onsite storage / backups and improve collaboration.
• Responsible for onboarding new IT staff for expansion of the department. Including new IT Manager and 2 new Support Specialists.
• Authored documentation of all department processes for Best Practice/System Operations Manual.
• Create, change and termination of user accounts and configure/deploy necessary hardware and software, laptops, desktops, cell phones, hotspots, VoIP phones, printers.
• Monitor and maintain local/remote servers and NAS equipment in 18 offices across the US.
• Provide 1st and 2nd level remote and on-site support to 250 users in the US, Canada, UK, Mexico, South America and Caribbean with 97% satisfaction rating per annual survey.

Network Administrator/PC Support

Confidential, San Francisco, CA

Responsibilities:

• Provide 1st and 2nd level remote and on-site support to 150 users in the US and Mexico.
• Prioritize, document and resolve all support issues, for computer, cell phone, connection issues, according to department standards.
• Create, change and terminate user accounts and configure/deploy necessary hardware and software, laptops, desktops, cell phones, hot-spots, VoIP phones, printers.
• Install, configure and deploy Windows servers on VMWare platform.
• Procure inventory and maintain all electronic equipment. (PC, Laptop, Printer, Wifi, etc)
• Monitor and maintain local/remote servers and NAS equipment in 13 offices across the US.

PC Support

Confidential, San Francisco, CA

Responsibilities:

• Provide 1st and 2nd level remote and on-site support to 150+ users in the US and Mexico.
• Prioritize and resolve all 1st and 2nd level support issues, for computer, cell phone, connection issues, according to department standards.
• Create, change and termination of user accounts and configure/deploy necessary hardware and software, laptops, desktops, cell phones.

Asst. Instructor

Confidential, CA

Responsibilities:

• Assist in instruction of basic computer hardware, software and networking concepts.
• Control the upkeep of all classroom inventory
• Responsible for keeping track of, and organizing classroom activities.
• Maintain student progress and provide assistance as needed.
• Generate and track all documentation.
• Stand in for Instructor as needed.
• Organize all tutoring activities.

TECHNICAL SKILLS

• Microsoft Lync and Hosted Exchange
• MS Office VoIP Configure and Support, 8x8
• Cloud Storage - Box, Dropbox, iCloud
• Mobile Device Management - AirWatch, Good Technologies
• Remote Access - VNC, LogMeIn Rescue, Join.Me
• eFax Administration - Ring Central, Fax2Mail, Easylink
• Symantec Endpoint Protection, McAfee Total Protection, TrendMicro OfficeScan, Malwarebytes, Adaware
• Wi-Fi, NAS, Cloud Storage Administration
• Zendesk and Fusion Helpdesk ticketing system
• Printer Repair, Configure and Provision
• Windows Server 2000, 2003, 2008 R2, 20012
• Windows 7, 8.1, 10
• Novell Netware 4, 5.1, 6.5
• VMware ESXi - Install and Configure
• Active Directory, Novell Directory Services
• User Account, Add, Change, Terminate, Reset Passwords
• Email account creation, set quotas, run maintenance on GroupWise, Lotus Notes, Outlook
• Asset Tracking in Remedy
• PC/Laptop configure and provision
• Equipment Procurement and Inventory
• Data Recovery