SUMMARY:

• A Senior Desktop Support Analyst with experience providing technical support to customers and successfully resolving their issues.
• Exceptional academic qualifications including the receipt of my training in Planning and Managing Windows 7 Deployment, Maintaining a Microsoft SQL Server 2008 Database, Symantec Backup Exec 10.x for Windows Administration, and Cisco IP Telephony, an A+ Certification and over 10 years of hands - on industry experience.
• Strong expertise in the support of network systems to drive company growth and technical innovation.
• Proficient in determining system requirements and resolving technical issues quickly.
• Extremely logical, well-organized and result-oriented with excellent technical and communication skills. Able to lead and motivate teams.
• Knowledgeably maintained and administered Cisco PIX Firewalls and Switches.
• Implemented Kronos Terminal Programming and Administration.
• Monitored server hardware and reported Issues to solutions vendors or consultants.
• Knowledgeable with network protocols such as TCP/IP, DNS, NetBIOS and VPN connectivity.
• Advanced knowledge of LAN, WAN, VLAN network administration, Group Policy, and Active Directory.
• Expert in Cisco IP Cisco Unified Communications hardware configuration and Unity Voice Mail.
• Effectively deployed and utilized migration software such as Ghost Enterprise and SCCM.
• Provide support to end users in a fast-paced Windows Active Directory environment.
• Beta tested software and actively participated in processes regarding operating systems and software.
• Experience in managing troubleshooting ticket system and coordinating helpdesk request system and procedures.
• Skilled at providing technical support and explaining technical terms/instructions in layman’s terms that non-technical customers can easily understand.

TECHNICAL SKILLS:

Networking: Cisco PIX Firewall Administration, Remote User Support, LAN & VPN/Remote Connectivity, TCP/IP, Firewalls, DHCP, DDNS, Sub netting, Port forwarding.

Operating Systems: Windows Server 2008, Mac os X/Snow Leopard/Lion, Windows XP/Vista/7/8, Windows Active Directory, SQL Server 2008, Microsoft Exchange, Microsoft IIS Server, Android, iOS, Linux.

Hardware: IBM PC Compatibles, Macintosh PC, Monitors, Laptops, Printers, Firewalls, Routers, Modems, Switches, Dell Servers and storage, Sonicwall appliances, APC Enterprise Products, Cisco Routers and Switches.

Software: Microsoft Office Suite, Adobe Creative Suite 5.5/6, Visual Studios, Eclipse, Visio 2010, Exchange Server 2007-2010.

Diagnostics: Backup Exec Administration, Malware removal, Viruses removal, Backup & Recovery.

PROFESSIONAL EXPERIENCE:

Confidential, Chino Hills CA

Desktop Technician Level 2

Responsibilities:

• First and Second level Technical support for headquarters corporate office.
• Configure and deploy Mac OS x and Windows 7 Laptops and PC’s.
• Bilingual technical support with international manufacturing plant (Mexico).
• Provide assistance with Mac OS X Active Directory integration.
• Advise and resolved any Apple Mac OS X technical connectivity issues.
• Assist with Helpdesk Ticket Management and Ticket Assignment.
• Collaborate with the Windows Team for Office 365 deployment, configuration, and troubleshooting.

Confidential, CA

IT Service Desktop Technician Level 2

• Implemented 150 desktop migrations with Clonezilla through multiple stores within two weeks.
• Installed new 30 Wi-Fi hot spots thought our Distribution Center part of a major hardware upgrade project.
• Utilized remote software for immediate assistance traveled throughout various Southern California locations for hardware implementation and support.
• Managed and implements RF gun confirmations for 150 new RF Motorola Symbol RF guns.
• Effectively implemented new printer configurations for ticket printing and new report creating for new inventory warehouse system.
• Integrated client systems with servers and centralized applications.
• Documented incidents and projects in management systems.

Confidential, Rialto, CA

Senior Desktop Support Analyst

• Expertly provide Level I & II technical support for the main west coast distribution facility.
• Knowledgeably provide on-site analysis, identification, and resolution of difficult desktop problems for end users.
• Effectively delegate helpdesk request tickets and follow up on a timely resolution for all work orders as needed.
• Routinely organize, test, maintain, and troubleshoot end user workstations, hardware and software to ensure equipment remains fully operational.
• Successfully manage numerous major computer project deployments within this facility that included selecting, coordinating and purchasing hardware.
• Skillfully support AS/400 Warehouse Management System, AS/400 printer configurations, and I series ODBC configurations for custom report deployments.
• Professionally train and mentor technical support staff in company policies, procedures and helpdesk guidelines.
• Efficiently manage and plan major computer project deployments and collaborate with vendors for equipment.
• Constantly diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.

Confidential, Pasadena, CA

Senior Desktop Support Technician

• Collaborated with the Information Management Systems and Services (IMSS) team to provide daily support for computer help request and account related issues.
• Cross-collaborated with internal IT departments to perform new computer installations and purchases.
• Utilized remote software for immediate assistance and scheduled appointments as requested for computer support.
• Utilized Altiris to manage and deploy software within the managed computer enterprise.
• Effectively implemented Windows 7 configurations, deployments, and performed data transfers.

Confidential, Burbank, CA

Desktop Support Technician

• Intelligently provided first level support for helpdesk request and documented procedures for helpdesk knowledge base.
• Independently created computer system images for deployments and managed and collected various system PC images with Symantec Ghost Deployment software for future re-deployments.
• Administered Blackberry server and blackberry request as needed.
• Maintained and supported Apple OS 9 Legacy application for proprietary software for post-pro movie timing software.
• Configured and deployed Windows 7 and legacy application testing.
• Skillfully monitored and managed over 1200 computers running Windows XP and Windows 7.

Confidential, Pasadena, CA

Network Administrator

• Configured and maintained Windows Servers 2003 and Window 7 Workstations for Confidential Corporate.
• Knowledgeably provided technical assistance to WNC first staff and assisted with network access, printing, and application software operation.
• Independently configured and supported Windows XP/7, Active Directory, W2K, Vista, and MS Office Suite.
• Professionally provide IP phone support and maintenance that included adding new users and maintaining phone agents.
• Configured Blackberry Smartphone’s, I-phones, Android, window based phones, and provided remote desktop support to telecommuting clients.
• Expertly assisted with the administration of network servers and over 500 workstations that spanned 3 locations.
• Constantly performed routine maintenance and user file backups.
• Configured network servers and trained local administrators on standard network server procedures, including virus protection and other security measures.
• Maintained and administered computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.
• Diligently performed data backups and disaster recovery operations.