PROFESSIONAL SUMMARY:

• Support users of 5000+ in 25 global areas
• Customer - service oriented and proactive in anticipating and resolving problem
• Five years of C-Level support
• Formal Training and experience in a recognized Service Delivery model (ITIL)
• Support desktop virtualization using Hyper-V, VM and Citrix
• Ensures advanced customer support and effectiveness of help desk and desktop computing
• Support t Multi-platform client computing and networking across Windows, Linux & Apple clients OS
• Support of Windows Server 2003, 2008 and 2012 Active Directory, Registry, and User Profile
• Skilled in project life-cycles from conception to completion and exceeding SLA timetables
• MDM technologies androids, tablets, phones etc with Airwatch, BES and BES10
• Provide telephone, in-person and online support to end-users
• Support of desktop deployment strategies imaging, OS and application administration
• Automate deployments of workstations through group policies and SCCM 2007, 2012
• Maintained Patch management using WSUS and SCCM 2007, 2012
• Monitoring and maintenance of OS and Applications infrastructure with SCOM 2007, 2012
• Support Microsoft Windows Server2000 thru 2012 and Microsoft SQL Server environment
• Support application installation and maintenance of Microsoft and Lines of Business applications
• Set up user accounts, permissions, mailboxes, groups, GPO policies and other server admin tasks
• Support of Active Directory, Group Policy Objects (GPO), DHCP and DNS
• Support Cisco IP phones 7942G and Call Manager
• Support as project lead on hardware-software based project migration
• Coordinate large scale IT projects for local clients of 3500 or more users
• Desktop Migration Specialist with Windows XP, 7, 8 in windows network environment
• Install and configure wireless networking equipment and software, including firewall security
• Support MacBook Air, MacBook Pro, iMac, Mac Pro, iPhone, iPad
• Support Software Mac OS X 10.6-10.9, iOS 5-7, Microsoft Office/Outlook 2011, Adobe Acrobat suite
• Install and support Linux (Ubuntu) desktop application and networking
• Install and support SMART ROOM TECHNOLOGY OF video Web and audio conferencing
• Subject area expert on Smart Room video conference system operation and support
• Support networking cabling infrastructure projects involving voice and data cabling, or fiber patching
• Telnet and console into switches, routers, and other networking equipment to assist in troubleshooting
• Oversee vendors with upgrading, installing or replacing network infrastructure at various locations

TECHNICAL SKILLS:

Cloud Technology: AWS, SharePoint, Box, Google

Networking Systems: Novell 2.12/3.12, Windows Server Active Directory 2000/2003/2008/12

Databases: DB2, Access 95/2010, People Soft Financials 7.5/8, Oracle 8/10, Oracle Financials 10/11i, SQL Server 2000/2005/2008/2012, MySQL 4.0/5.1Scripting Language: Bash, Batch, PowerShellReport Writers: Crystal, 8/11, Cognos 8/10

Software: Time Machine Backup, Norton Ghost, ACT, Active Directory, Server 2003/20082012, IIS web servers, Exchange 2010, 2013 SCCM 2012, VMware, Rhumba Reflections, Remote Services MVS/CICS, DB2,vSphere 4.1 & 5.1, Cisco Call Manager 7.x, McAfee EMM.

Application Software: Adobe Suite CS 3,4,5,6, Adobe Premiere Pro, Adobe Encore, Sound Forge Audio Studio, Final Cut, Vegas Movie Studio Pro, Microsoft Office 2003/2010/2013/365, Microsoft Visio, Google docsMac Software: Final Cut Pro, Autodesk, Nuke, Maya, Photoshop, Adobe CS Suite

Software Imaging: Norton Ghost, Altiris, Acronis, WSUS, SMS, MDT, USMT, AIKMS System Center: SCOM 2007, 2012, SCCM 2

Protocol: TCP/IP, DNS, DHCP, IP Access Lists, Routing Protocols, Token Ring, ATM, Frame Relay.

Virtualization: Citrix MetaFrame, 1.8 Citrix XenApp/XenDesktop 4, 5, 5,6 Citrix XenApp 4.5, 5.5, 6, VMware Fusion 3/5, VMware Desktop 7/9, VMware vSphere Hypervisor (ESXi) 4/5.1, Hyper-v 2008/12

Data Backup: Clarion CX200, VNX5100, Veeam Backup, Ghost ImagingHardware: Print Server, Wireless Networking, cat5 Cabling, and Patching Cisco Catalyst Series switch, Cisco PIX Firewall, Sonic Pro firewall, 10/100 Ethernet, Switching/Bridging, VPNs, LAN/WAN/MAN, AS400, System 36, Cisco IP Phone 7942G.

Desktop Laptop Hardware: Dell Latitude OptiPlex, Compaq Presario, Toshiba Satellite Lenovo, HP

Mobile Devices Management (MDM): iPhone, iPad, iPod touch, android, Blackberry Airwatch, BES, BES10

SDLC Methodology: Waterfall, Agile, Scrum, Kanban, Extreme Programing, Value Stream Mapping

Long Beach, CA

Sr. Desktop Engineer III & Mobile Device Administrator

Confidential

Responsibilities:

• Migrated 3000 users from Windows XP to Windows 7 & MS Office 2013
• Manage a team of 15 technicians 7 desktop and 8 warehouse support technician
• Participated in the planning, testing and implementation of SCCM 2012 for software distribution and desktop management
• Oversee the Windows 7 project teams to confirm technical site readiness for migrations
• Monitor Hardware technicians to ensure Replace/upgrade PCs and RAM to meet project minimum specs
• Monitor Windows 7 deployment of 30 or more workstations a night to stay on schedule
• Ensure technician support and quick resolution of all Win 7 migration issues
• Oversee imaging of PCs with Windows 7 and Office 2013 and the installation of packaged applications
• Ensure the technical support team provides post - deployment support on the day after migration
• Work after hours and some weekends if required
• Produce status reports and statistics as needed.
• Provide Tier III support on unresolved Win 7 migration escalation issues
• Deployed Windows 7 OS images to Windows XP and bare metal machines through SCCM 2012 client workstations
• Application packaging and deployment with SCCM 2012
• Administered Microsoft SCCM Servers for client/agent installation, software distribution, creation of advertisements and collections, hardware/software inventory, and software metering
• Provided 3rd level infrastructure support, maintenance and troubleshooting of SCCM, and client workstations
• Plans, develops and manages end user computing platforms and end user experience
• Creates, tests and maintains desktop images
• Researches, diagnoses and resolves production problems
• Deployed software updates and MS Office 2013 through SCCM 2012
• Migrate and restore all user data using USMT
• Team up with the warehouse technical support team to create ware house Windows 7 image
• Maintain all application and software updates through the SCCM reporting console
• Create workstation and software reports on all migrated users with SCCM 2012
• Administer Active Directory and Forest discovery run to validate all users and workstation
• Create client profiles for all new users and add them to the proper domain in active directory
• Create GPO workstation security according to company guidelines
• Configure group policy for software deployment i.e. Adobe Reader, WinZip
• Install Endpoint Protection software protection on all migrated windows client
• Configure Endpoint Protection client setting for Malware and Spyware detection and remediation
• Support Mobile Device Management (MDM) systems and other mobile infrastructure systems with Airwatch
• Administer Mobile Device self-enrollment with Airwatch
• Distribution of enterprise applications for various device platforms with Airwatch
• Test and evaluate of various new mobile devices against enterprise email and Airwatch
• Resolves all tier 3 MDM escalations from the IT Service Desk and other IT support teams
• Migrated all email users from Exchange 0
• Create email profiles using Microsoft Outlook 2013
• Support and troubleshoot Microsoft Outlook 2013
• Install local and network printers for more than 1000 clients
• Update windows 7 with the latest security patches and drivers of the workstation
• Support clients over the phone, through email or in person
• Identify and document all legacy applications
• Determine approach and support process to be used for legacy applications
• Plan and implement legacy application testing on Win 7
• Install citrix and VMware client with a variety of applications on selected workstations
• Review all level 3 support for image deployment, GPO, network connection and email support
• Provide Tier III support on email, active directory, GPO, network connectivity
• Provide Tier III and IV support on unresolved Win 7 migration issues
• Research and troubleshooting OS and application issues related to desktop OS 7 upgrades
• Team lead of 10 hardware and software Techs
• Send nightly status updates to the Project Manager
• Ensure support and quick resolution of all Win 7 migration issues
• Produce status reports and statistics as needed from SCCM 2012
• Work with business unit contacts and Windows 7 project team to confirm customer satisfaction
• Device management iOS based devices such as iphone, ipad, ipod touch, android etc with SCCM 2012

Los Angeles, CA

Sr. Desktop MDM Infrastructure System Administrator

Confidential

Responsibilities:

• Support 1500 hundred users in several locations
• Oversaw a team of 8 technicians for migration and desktop support
• Migrated users from Windows XP to Windows 7, 8 with WDT, USMT and Acronis
• Administration of SCCM Operating System build and deployment (Windows 7/8 & Confidential ) and ability to provide support and troubleshooting
• Create and build reports with SCCM 2007, 2012 using MS SQL
• Provide Tier III support on unresolved desktop imaging SCCM 2007 and Windows 2008 r2 and Exchange 2010 Support of the SCCM infrastructure including group policy, boundaries, client settings, site server roles, and parent/child relationships in order to troubleshoot SCCM related issues
• Migrated users from groupware to Exchange 07, 2010
• Migrated users from Windows Server 2003 to Windows Server 2008
• Administration of Mobile Devices with Airwatch and BES10
• Administer all mobile devices on Airwatch with self - enrollment
• Administer mobile device login security with McAfee
• Administer tasks from the Operation Manager console for OS and application support.
• Collaborated with Windows systems engineers, application developers, on requirements for filters, events, alerts, and dashboards and reporting in various monitoring tools
• Review and update SCOM console security, apply patches
• Create custom reports on results of SCOM monitoring, using SQL Server Reporting Services (SSRS)
• Create and maintain documentation; test and document cumulative updates and patches
• Troubleshoot configuration, monitoring infrastructure issues
• Support the implementation Blackberry on BES 10 for the Exchange environment
• You will troubleshoot BlackBerry Server problems. EMM software
• Administration of Linux (Ubuntu) Desktop
• Rebuild/update OS systems as warranted
• Deploy Windows7, Windows 8, Linux and Mac Desktop
• Linux (Ubuntu 12) software installation update, configuration and support
• MAC 10 software upgrade update, configuration and support
• Technical Review and Packaging of applications for Mac OSX, Linux Desktop, & Windows 7, 8 migration
• Administration of VMware Administration View 5.1
• Setup Citrix client to run on selected users Windows 7 for legacy applications
• Build and maintain Win 7 and legacy application images on Citrix
• Administration of users from XenDesktop 5.6
• Configure and install VMware VDI on selected users and all training users
• Create and maintain 25 Golden Images
• Create VDI images from the Golden Image for all training users
• Provide for third-level support for all server, vdi AD, GPO and related issues
• Participated in complete system builds, upgrades, migrations, deployments and patch management
• Implemented security policy and virus protection with GPO
• Administered change management related to server upgrades and software installation
• Prepared and maintained documentation of technologies, standards and procedures
• Citrix XenApp Administration, user administration, Creation of Citrix Farms, and Publishing Applications
• Configuration of Citrix server policies, Load Management and Printers in the Farm
• Administer and support Citrix XenApp applications
• Troubleshoot network connectivity with the desktop OS
• Troubleshoot Wi-Fi connectivity
• Troubleshoot iOS connectivity and application installations
• Troubleshoot IP address and DNS issues
• Troubleshoot Active Directory connectivity and GPO issues
• Troubleshoot network switches and jacks for level 3 desktop support
• Troubleshoot of Mac OS 10.4 - 10.6, Office 2008/2011, Safari, Mail and connectivity for level 3 desktop support
• ITIL Service Support areas of Incident and Problem
• ITIL Change, Release, Configuration Management and Service Desk
• ITIL Service Delivery area of service level and IT service continuity management
• Device management iOS based devices such as iphone, ipad, ipod touch, android etc
• Install and support three smart rooms in three locations
• Smart Room support of AV Live Video Feed and advance A/V
• Implemented conference recording and video recording
• Support AV equipment, videoconferencing equipment and wireless technology in the smart rooms
• Support Video and presentation conferencing with students and professors
• Perform technical training for personnel in the operation of computers, smart rooms and video conference
• Performed new hardware integration, troubleshooting hardware/software/networking
• Perform system maintenance, asset management, QA testing, and hardware/software upgrades
• Perform Mac/PC/Linux desktop/laptop imaging, break-fix, software/hardware installations
• Perform automated backup and recovery using cloud technology Box
• Interacted with hardware software vendors, verifying orders of equipment
• Evaluate and make recommendations on purchase and or upgrades of networks
• Direct contact with vendors to ensure receipt of the highest level of service possible
• Defines purchasing recommendations that support business goals
• Monitors vendor, service provider, and/or contractor performance to ensure quality of service
• Re-patch Cat 3 to Cat 6 cable for 1500 users
• Update all fiber optic cables on network backbone
• Setup router for Cisco IP Phones - Series: 7940
• Setup voice routing and voice features
• Upgrade and install switches, routers and firewalls
• Cable and terminate patch panels

Los Angeles, CA

Desktop Support Network Administrator

Confidential

Responsibilities:

• Support 5000 users domestically and globally
• Migration of Novell Netware to Windows Server 2000, Windows Server 2003
• Migration of Novell GroupWise to Microsoft Exchange 2000, Exchange 2003
• Migration of Token Ring to Ethernet10/100
• Migration of PeopleSoft Financials 7.5 to 8
• Migration of Oracle Financials 8 to 10
• Migration of Windows 2000 to Windows XP with SMS Altiris deployment server and USMT
• Provided deployment end user support for Windows XP, MS Office 2003 and other desktop applications
• Created Installed and tested SMS packaged applications for pre - pilot and pilot rollout
• Software Packaging, Configuration Management, Release Planning and Deployment of software to the end user computing environment with Altiris and Acronis
• Implementation of mass software deployments to traditional desktop devices and VDI desktop instances
• Support Remote Sites International Branch Offices and Executives Homes
• Support C-level executives and executives in marketing, finance, law, theatrical and music
• Support C-level executives and executives on all three support levels
• Support C-level executives and executives after hours and while traveling
• Support travel schedule of C-level executives and executives across multiple time zones
• Support 24x7x365 desktop and remote-access for all C-level executives
• Support C-level executives with their office and home IT needs
• Support Blackberry BES activation and e-mail support for all C-level executives
• Troubleshoot Blackberry e-mail connections
• Design and implement home network systems to support C-level executives' home needs
• Monitor and administer day to day operations of network, security and servers
• Triage, debug and resolve PC/network issues in a highly virtualized and secure environment
• Resolved complex issues that Tier I and II technicians could not resolve
• Created documentation for Service Desk team and posted to the knowledge base
• Serve as project lead on large-scale projects
• Manages and responds to user and department requests for hardware, software, and A/V equipment
• Confer with end users to determine products required to achieve specific results
• Manage hardware inventory database and application
• Updates and communicates to departments the schedule of equipment replacements.
• Troubleshoots technical, operational, or customer service problems and takes corrective action to resolve conflicts
• Provide desktop support to end users in person, via telephone, and remotely to end users
• Troubleshoot, support, configure, and maintain PC hardware, printers, and PC peripherals
• Troubleshoot network connectivity with the desktop OS
• Troubleshoot iOS connectivity and application installations
• Troubleshoot IP address and DNS issues
• Troubleshoot Active Directory connectivity GPO issues
• Provide technical support for SMS, Win Install, Altiris, USMT and Norton Ghost
• Performed Mac/PC desktop/laptop imaging, break-fix, software/hardware installations
• Perform automated backup and recovery using RoboCopy
• Support executive users in activation and BES of Blackberry with Service Provider
• Supporting 500+ Mac users with adobe Photoshop, illustrator, Final Cut
• Support MACs on Active Directory and GPO connections
• Installed and supported desktop virtualization on PC, Macs with Citrix thin client
• Administration and maintenance of Linux based Oracle infrastructure
• Administer user profiles and security access to Linux and Oracle
• Responsible for assuring users are provided efficient and timely first and second level support
• IT Service Management (ITSM) & ITIL based on best practices
• ITIL Service Support areas of Incident and Problem
• ITIL Change, Release, Configuration Management and Service Desk
• ITIL Service Delivery area of service level and IT service continuity management
• Manage Help Desk coverage during normal business hours and on-call support as required
• Manage the Help Desk staff including consultation on performance evaluations
• Provide staff support for administrative tasks and projects relate to the Desktop
• Evaluates and makes recommendations for needed training for helpdesk staff
• Plan helpdesk-based departmental projects and manages implementation
• Coordinate training requirements of Help Desk personnel
• Create and manage processes for communicating outage to customers

Burbank, CA

PC/Network Administrator

Confidential

Responsibilities:

• Team lead of 4 technicians to support 6 production companies
• Provide connectivity (LAN, Internet) troubleshooting and support for 1000 users in four locations
• Upgrade and migrate 1000 users workstations to Windows 3.1 Imaging using Norton Ghost
• Created images for various divisions of desktops using Ghost
• Support 300+ mac users with Photoshop, illustrator, pro tools and logic pro
• Support MACs on Novell Netware connectivity
• Manage user accounts, groups, print queues and controlling access rights using Windows NT
• Provide PC and Mac technical support for hardware/software configurations and applications
• Administer and supported local/LAN printers, LAN IDs in Novell
• Support AS/400 with client access/400 for windows 3.1
• Install and configure AS/400 terminal emulation using Rumba/400
• Manage AS/400 system security management, user access and rights
• Provide IT support for end users desktop deployment
• Troubleshoot of hardware, software and applications
• Provide second level support for service requests escalated by the Help Desk
• Support printer configuration, data backup and restoration