TECHNICAL SKILLS:

Windows OS: Windows XP, Vista, 7, 8, 10. Server 2003 & 2008

Windows Server: Exchange 2007, SharePoint, WSUS, Endpoint Protection

Servers: Avaya IP Manager, Citrix, Blackberry Enterprise

Active Domain: DNS, DHCP, Group Policy

Imaging: Ghost Suite, Microsoft MDT, WAIK, SysPrep & ImageX

Ticketing System: BMC Trackit, ManageEngine Service DeskPro, Remedy, Lotus Notes.

PROFESSIONAL EXPERIENCE:

DESKTOP SUPPORT & FIELD TECHNICIAN

Confidential, SAN DIEGO, CA

Responsibilities:

• Primary support for SDGE Rancho Bernardo Data Center Site and Northern SD County SDGE Locations.
• Traveled to SDGE Northern SD Sites to resolved incidents and hardware/software installation and deployments.
• Fixed broken HP laptops, desktops and printers.
• Resolved third level support Help Desk requests and incidents
• Set up, configure, and support internal hardware and software applications
• Recorded all troubleshooting steps within the Support Services ticketing system
• Was responsible for Active Directory duties.
• Responsible for HP Warranty and replacement parts including ordering and process.
• Took inventory and asset management records updating as processed.

IT CONSULTANT

Confidential, SAN DIEGO CA.

Responsibilities:

• Upgraded, backed up and configured Client hardware devices printers, laptop, mobile devices. Provided training and on call support.
• Provided Technical Support, diagnosed, identified, isolated, and resolved client IT issues.

DESKTOP SUPPORT

Confidential, SAN DIEGO, CA

Responsibilities:

• Was Technical Lead and tier 3 day to day Support for Microsoft Surface Pro Deployment. Created, tested and deployed company Windows 8 Enterprise OS and User Applications image using Microsoft MDT, ImageX and SCCM.
• Organized roll - out and user and support training schedules. Provided training to Users and IT Staff.
• Supported Lead and Database Administrator for Cisco VoIP Phone deployment. Created Access Database to track and assign inventory to users and resources.
• Designed and implemented Access 2013 Inventory control and Barcoding System.
• Documented troubleshooting efforts and resolutions into Track-it ticketing system.
• Trained Clients, High Visible Users (CEO, Chairmen and Senior Management)
• Provided Technical Support, diagnoses, identifies, isolates, and resolves Tier 1-3
• Supported a user community of all levels of employees with desktop applications, hardware components, and network connectivity and server access.
• Supported over 250 users.
• Used Track-it for IT Helpdesk Ticket tracking.
• Built, tested and deployed laptop and desktop images using Sysprep and Symantec Ghost.
• Deployed software installation of through SCCM
• Was responsible for the maintenance and user’s connectivity of 40 Xerox WorkCentre and 30 HP Network printers.

DESKTOP ENGINEER

Confidential, LA JOLLA, CA

Responsibilities:

• Was in charge of technical support and the managed the Lower School Division (k-5th grade) technology requirements on a Desktop Engineer Level.
• Evaluated designed, and implemented network, system and/or equipment changes.
• Planned, coordinated and worked with staff, teachers, students and other school engineers to plan upcoming technology needs.
• Provided day to day technical support for break fixes of all Lower School IT Devices.
• Maintained inventory database with IT assets and warranties.
• Ran management and IT reports
• Planned and assist the CFO of the financial budgeting for the Lower School IT budget.
• Setup new desktops, laptops, iPads and smart phone devices for all Lower School Division teachers, administrator and faculty.
• Setup, upgrade, maintenance and repair of the Lower School classrooms computers, 3 Laptop carts (total of 60 laptops), 2 iPad carts (total of 50 iPads), printers, document cameras, projectors, Voip Phones.
• Worked as an Apple Configurator, Mac OS X 10.8, iPad & iPhone coordinating over 250 Mac products

IT CONSULTANT

Confidential, SAN DIEGO CA

Responsibilities:

• Upgraded, backup and configured Client hardware devices printers, laptop, mobile devices. Provided training and on call support.
• Provided Technical Support, diagnoses, identifies, isolates, and resolves client IT issues.

ADMINISTRATOR & DESKTOP SUPPORT ENGINEER

Confidential, BENICIA CA

Responsibilities:

• Was responsible for implementing and maintaining system and configurations of company servers while providing IT support, to include planning, software and hardware configuration to a company end-user.
• Planned and implemented infrastructure changes:
• Migrated from GroupWise to Exchange 2007.
• Migrated from physical server environment to VMware virtual.
• Migrated user environment Windows XP to Vista and then to Windows 7.
• Migrated user application Microsoft Office 2000 to Office 2007 and then to 2010.
• Established an IT Controlled NAV - Symantec Endpoint Protection Enterprise from user controlled antivirus protection.
• Established an IT controlled Windows system update protection system WSUS.
• Established centralized mobile smart phone and company data exchange application.
• Established SharePoint Server company collaboration.
• Responsible for Symantec Backup Exec 2010
• Troubleshot MAC hardware and software issues.
• Administrated 2003 Active Directory, Exchange 2007, Citrix XenApp, Blackberry Server, vSphere.
• Deployed user applications and hardware using Ghost to create images.
• Ensured network connectivity. DNS, DHCP and Cisco router troubleshooting.

DESKTOP SUPPORT ENGINEER & IS SUPERVISOR

Confidential, OAKLAND, CA

Responsibilities:

• Responsible for building IBM Servers for Clorox remote field
• Maintained server security patches.
• Replaced/upgrade server components - HDD and peripherals
• Monitored system/event logs for errors.
• Supported Marketing Creative Team’s Mac Pros and Mac Laptops.
• Modified and added user's account in Active Directory.
• Contacted point for Clorox HQ printer servers. Installing new queues, security patches etc.
• Configured user's server Blackberry account for activations and activate the Blackberry unit.
• Modified user's account in Active Directory.
• Responsible for top trouble ticket resolution for entire Bay Area Support team.
• Managed the network printer queues including creating, modifying and deletions through Web jet Admin or HP DSS.
• Provided 3rd level support for Bay Area Support group on Network printers/MFP, Blackberry, and remote broadband applications.
• Installed hardware and software upgrades and deploy new units.
• Ensured network environment security by monitoring and updating/installing Microsoft patches.
• Traveled to field sites to upgrade equipment and provide Desktop support.
• Was part of a team responsible for the build and maintenance of over
• Was responsible for 5,000 Windows PCs across more than 70 remote facilities.
• Supplied over the phone technical troubleshooting and resolution.
• Communicated with 3rd party vendors regarding warranty repairs on equipment.
• Assisted other departments in projects that included Microsoft Windows and Office upgrades, Ethernet conversions (Token Ring to Ethernet), wireless configurations, hardware upgrades (NEC to IBM and IBM to Dell) and Blackberry deployments.
• Created and maintain documentation for hardware builds, software installations/configurations, and troubleshooting.
• Gained thorough experience with Windows Server, Windows XP, Vista, 7 & 8, Exchange 2007, SharePoint 2007, WSUS, DHCP/DNS, Active Directory, Microsoft MDT, Microsoft WAIK, ImageX and Symantec Backup Exec 2010, Ghost Suite, Endpoint Protection, Citrix Server, Avaya IP Voice Manager, Blackberry Enterprise Server, Active Sync