SUMMARY

Information Technology Support Specialist with over 15 years experience. Areas of experience including Desktop/ Helpdesk tier 1, 2 3, PC, Mac, hardware software deployment, server network installation team support, maintenance, upgrades, migration, training, and customer service. Responsible, detail oriented with strong analytical, problem solving, and relationship management skills.

TECHNICAL EXPERIENCE

Operating Systems: Windows 7, OSX, iOS, Server 2k8 2k3. UNIX Sun Solaris HP-UX

Cloud Software: Microsoft Office Suite 2k3-2010 , O365, Active Directory, McAfee EndPoint Encryption, CrashPlan,VMware Workstation Fusion ESX, Parallels, WebEx Meeting Connect Jabber, Remedy, ServiceNow

Hardware: Desktops, Laptops, AV Polycom, Tandberg, Lifesize, Crestron, , Aruba AP, BlackBerry, iPhone, iPad, Android, Windows Mobile

Networking/Telephony: TCP/IP, DNS/DHCP, Cisco, SSL VPN by Juniper, Cisco VoIP/CallManager, SIP

PROFESSIONAL EXPERIENCE

Confidential

Help Desk Analyst Supervisor

• Resolve Service Now incidents, deploy, support Windows, OSX, Android, IOS devices.
• Perform Inventory and surplus admin in Service Now. Collaborate with remote tech teams daily.

Confidential

Executive Support IT Administrator

• Executive IT support. Support all common computing, communications and collaboration tools.
• Phones, computers, core apps O365, Windows, OSX, video conferencing h/w, remote support.

Confidential

• Tier 1 2 3 desktop support for Mac, PC, OS and enterprise apps, account admin, end user training.
• Image, deploy, break-fix, triage impacting issues. Collaborate with leadership daily on top issues.

Confidential

IRT Image deploy Windows Mac computers. Collaborate and resolve tickets for encryption related issues.

Confidential

Event Services Project Specialist

• Host tech meetings collaborate with product managers to plan for upcoming trade shows.
• Maintain PC''s, VM servers, and VLANs, pre-stage in lab, ship and reassemble network at trade shows.

Confidential

Desktop Services Lead Technician

• Monitor Service-Now tickets, edit, prioritize and assign to techs or escalate as needed.
• Maintain enterprise standard Windows h/w, base OS images and applications builds for all users.
• Supervise imaging and deployment of laptops and desktops with appropriate base image, and apps.
• Meet daily with global IT managers, SME's, and tech leads to collaborate on priority IT issues.
• SME for 80 endpoint Polycom Cisco Tandberg Video Conferencing systems projects major events.
• Support PC and Mac h/w, on site and remotely, for Nokia users thoughout the entire Bay Area.
• Support Lenovo, HP, Dell, Apple h/w, and XP, Vista, OSX 10.4 10.5.
• IT Hardware Logistics contractor for desktop, laptop, tablet PC, MFP printer setup, and full support.
• Support Dell, IBM, Apple computers. HP, Dell Xerox printers, thin clients, network port changes.
• Stanford Hospital Clinics contractor, Field Service and Active Directory Migration desktop support.
• Supervised 10 techs during testing and setup for 8000 multi-site computers and peripheral devices.
• Work with Help Desk to Trouble-shoot h w, s w, network, wireless, printer, and account issues.
• Provided PC Mac office support for The Center for Understanding Equity My Printer, Berkeley
• Troubleshoot, repaired H W S W, crash recovery, upgraded, hardware, OS, applications.

IT Support Generalist

• Monitored Remedy ticket queue, resolve tier 1 2 3 onsite and remote IT issues for Asia/Pacific users, sites, and managers. Includes regular International domestic travel for on-site IT support.
• Collaborate to analyze requirements, build images, test deploy PC's, printers, switches, routers.
• Analyze users technical needs report to engineers, project managers and requirements analysts.
• Supported successful Boeing Global Server Center Deployment Project, spanning deployment of W2K servers, Exchange, File and Perimeter services, SMS SW distribution, and disaster prep planning.
• Assisted migration of 5500 accounts, retiring server hubs, domain controllers, and Exchange servers.

Help Desk Analyst Supervisor

• Provided tier 1 2 3, PC support. Relocated 150 users including PC's, phones, printers, servers, routers.
• Supervised trained techs, coordinated major upgrades and incident resolutions, write SOPs.
• As Acting HelpDesk Mgr, Managed staff of 5, supporting 250 ING Bank Japanese users and executives.

UNIX System Administrator

• Information Systems Supervisor, WAN Security Admin, UNIX Systems Supervisor, Joint Crisis Action Team Duty Supervisor for classified Worldwide Military Command Control System WMCCS, Global Command Control System GCCS Terminal Area Security Manager. Provided computing, network, voice, and data telecommunications support and training for Patrol Wing One Flight Operations Center.
• SME, Administrator for classified C3 UNIX, Windows 95, and Windows NT clients and servers.
• Coordinated UNIX server upgrades and conducted officer and enlisted staff retraining for new systems.

Data Processing Technician

• Operate systems and support users of classified data and communications computer systems.