SUMMARY:

• Information Technology Professional with over 20 years proven experience as Helpdesk/Desktop customer support engineer.
• Excellent communications skills backed by strong knowledge of Window and Mac operating systems as well as supporting servers and networking topographies.
• Great customer skills gained by many years in a call center environment resolving issues via telephone, remote control using a verity of remote tools along with onsite Desk side support.
• Repeated success in resolving level 3 desktop and network issues finding root cause and documenting resolution and preventive measures.
• Success directing IT projects from inception to execution, strategically allocating resources and delegating tasks to achieve on - time, on-budget delivery.

• Testing & Troubleshooting | Project Management | System Administration
• Vendor Relations | Strategic Planning | Resource Allocation | Effective Communication Team Leadership | Business Continuity | Data Backup & Recovery

TECHNICAL SKILLS:

Platforms: Windows 7,8,10, Mac OS X 10.7 - 10.10, Windows Servers 2003, 2008, 2012, QNAP,Synology NAS Android, iOS

Networking: TCP/IP, DNS, Http, FTP, Cisco Dell routers, switches, Wireless Access points, Cisco ASAs, Sonic Wall,VOIP, VPN, Firewall.Tools: Active Directory, Microsoft Office 365, Lotus Notes, Google apps, Ghost, McAfee, Webroot, Auto Task, AEM, HP Service Manager, Web Helpdesk, Kaseya, Sales Force, Backup Exec, Adobe Suite, Microsoft Office Suite(Word, Excel, Powerpoint, Outlook), Acronis Backup, Cloudberry Backup, Bootcamp, VMWare, Hyper-V, Citrix, Xenapp. Putty, As400. Oasis Teller Banking software, RDP, Cisco and SonicWall VPN, Quickbooks, SCCM, Casper. Mac Mail, VTC, Mobile Iron, Skykick email migration tool, MDS, MDT2013, AWS. One Drive, Egnyte, Cloudberry Drive.

PROFESSIONAL EXPERIENCE:

Helpdesk/Systems Engineer

Confidential, Santa Monica, CA

Responsibilities:

• Successfully directed the on-time, on-budget completion of company-wide upgrade to Windows 10 and Office 365 impacting more than 40 onsite staff and five remote employees.
• Initiated enhanced system security to meet PCI requirements without incurring additional cost by utilizing systems already in-place. Including enhanced measures for password requirements and user access and implementing notification of user lockout.
• Spearheaded new procedures for Help Desk, enabling improved Help Desk efficiency.
• Partnered with leadership to implement cloud solutions such as on premise Exchange to Office 365 migrations as well as Server migrations to AWS (Amazon Web Services) solutions.

Service Desk Technician

Confidential, Monterey Park, CA

Responsibilities:

• Tier 1 phone and remote resolution, Windows 7, Vista and XP, Rumba CICS mainframe, Password administration for Active Directory, Unix, and Mainframe accounts, Citrix issues and VPN issues, Oasis and Teller bank application, Blackberry, iPhone, iPad, Android phone support, Good Mobile support., HP Service Manager ticketing system.
• Consistently high volume and resolution rates.

System Technician/Remote Resolution Analyst

Confidential, Glendale, CA

Responsibilities:

• Extensive experience with an above average resolution rate resolving first and second tier computer related issues on a LAN/WAN environment via telephone utilizing critical thinking and root cause analysis. SMS/SCCM remote control, Casper, Apple remote desktop and escalating desktop issues HP Service Manager ticketing systems.
• Supported over 10k+ users on Macintoshes OS9/OSX (10.4,10.5,10.6, and 10.7) and Windows 98, 2000, XP, and Window 7 machines troubleshooting network connectivity, software issues, VPN connectivity with Juniper software, Citrix terminal server and resolved
• IT Outsource acquisition from the Disney Company

Global Customer Support Center Analyst

Confidential, Glendale, CA

Responsibilities:

• Creation and administration of network accounts within Active Directory. Setup shared folders and applied security permissions. Created universal, global and local security groups on Windows 2000 servers. Resolved
• Created documentation as well as conducted training for GCSC analyst on common Mac issues resulting in increased first call resolution in this platform.
• Resolved application issues both on Macs and PCs such Photoshop, Microsoft Office 97 - 200 3, which includes Word, Excel, Powerpoint, Access, and Project. As well as Premavera, Filemaker, Pagemaker, Quark Express, Freehand, Illustrator.

Helpdesk Analyst

Confidential, Glendale, CA

Responsibilities:

• Resolved first to third level computer related issues via telephone.
• Supported over 2000 users on Macintoshes and PC troubleshooting network connectivity, software issues, dialin connectivity and resolved tcp/ip and appletalk problems.
• Also responsible for network account creation and administration. Setup shared folders and applied security permissions. Created global and local security groups on Windows NT servers. Assisted in four Novell to Windows NT migration. Also resolved issues on Exchange servers using MS Exchange and Outlook 2000. Administered and created email accounts and troubleshot any mail connectivity issues on PCs and Macs.
• Assisted with server migrations and upgrades. As well as OS upgrade rollouts of Windows NT to XP.