PROFESSIONAL OVERVIEW:

• Responsible for providing users and VIP/executives with accurate and personal one - on-one support for Mac OS X and Windows PC environment, including but not limited to: software/hardware installation, smartphone/application configuration, troubleshooting and resolving hardware, software, and voice/data communication issues, network troubleshooting, Windows 10 migration, and integration of third-party and in-house applications to solve issues and ensure optimal performance, training and explaining technology issues to users.

CORE KNOWLEDGE AND SKILL AREAS & ABILITIES

• Microsoft Windows 7/8/10
• Microsoft Office 2016/365
• Windows Server 2012/2016
• Active Directory
• Mac OSX, Android & iOS
• Acronis via PXE Boot
• Avaya VoIP phone systems
• TeamViewer and Dameware
• Adobe Creative Suite
• Google G Suites
• MDM Airwatch
• Cisco VPN
• Service Now and Track-IT
• Bitlocker Drive Encryption
• iManage
• SCCM 2012
• Ivanti

PROFESSIONAL EXPERIENCE

Confidential, Encino, CA

Migration Deployment Engineer

• Provide 2nd level/ 3rd level support to end-users in troubleshooting and resolving PC/Server issues.
• Serve as key contact for technical support and troubleshooting issues for MAC (OSX) Windows 7 & 10 desktop and laptops.
• Installing software deployments to end user devices using SCCM and general troubleshooting.
• Kept a database of all hardware inventories (Desktops, Laptops, Monitors, Docks, etc.)
• Worked with Track-It reviewed, logged and updated all trouble tickets.
• Provide Active Directory support including password resets, adding and removing workstations.
• Imaging Windows laptops / desktops using Acronis via PXE Boot for imaging.
• Support Avaya One-X Communicator VoIP phones and setup Avaya softphones.
• Configure user profiles including VPN configuration, OneDrive, network printers, network drives and Outlook profiles.
• Install software and other tools on Windows 10 Machine (specific 3rd party software Republic uses varies by departments, such as Claims, Policy, Underwriting, HR, etc.)
• Training WFH User’s on how to set-up Docking Station, Monitors, and all peripherals at home

Confidential,Westlake Village, CA

Desktop Support Analyst II

• Provided 2nd/3rd tier support to end users, including C-level VIPs/executives with hardware and software related issues, but not limited to: technical support and troubleshooting with MAC (OSX) & Windows (Windows 10, 8, 7 etc.), Cisco VPN, Citrix, Skype for Business 2016, iPhones/iPads with MDM AirWatch, Microsoft Office 2013/2016, Microsoft Office 365/Outlook, OneDrive, OKTA single sign on, Avaya phones, password reset.
• Worked with CA Service Desk reviewed, logged and updated all trouble tickets.
• Perform break-fix for new and existing clients and break/fix situations PCs and Macs and necessary peripheral devices and C-level VIPs/executive support to local and remote users in multiple locations and various infrastructure related issues.
• Installed and configured Mac’s for new clients.
• Responsible for contacting 3rd party vendor for warranty replacements of defective equipment.
• Build and deployed PCs/Macs for new and existing clients and break/fix situations to local and remote users.
• Procuring and troubleshooting IT equipment (Cell Phone, VoIP, laptops / desktops, Audio/Video) or software
• Imaging PC and Mac laptops / desktops using Acronis via PXE Boot for imaging and JAMF Pro.
• Active Directory support account creations, joining devices to the domain, password resets.
• Setting up audio/visual meetings on Crestron systems and Skype for Business 2016.
• Manage and support Mobile and tablet device troubleshooting and configurationwith MDM Airwatch.
• Provide onsite and remote support to VIPs/Executives and end-users installing software, mapping network drives, network printers, OneDrive, VPN configurations and application and hardware support.
• Windows 10 migration for 600 Dole users setup and technical troubleshooting (transfer user data and settings, Outlook profile, map network printers, OneDrive, Bitlocker Drive Encryption, map network drives, install software, etc.)
• Perform new hire account creation, workstation and peripherals setup, smartphones configurations and user training.
• Assist with technology projects, such as equipment moves, O365 migration, OKTA multifactor single sign on, Windows 10 migration, upgrading Cisco network switches, repair/ maintenance of network printers and computers.
• Provide onsite support for Westlake Data Center Operations.

Confidential, Burbank, CA

Video Engineer

• Encoded various formats into digital content, performed troubleshooting of file based issues, frame and aspect ratio conversions, uploading files to clients FTP server, provided clients with their digital needs, Cinema Craft SD/HD encoding.
• Encoded/Transcoded files to specified formats, MPEG-1, MPEG-2, MPEG-4, ProRes, H.264, VC-1, QuickTime for HD/DVD and VOD.
• Captured, edited and compressed audio and video program material for subsequent release.
• Utilized various audio and video production tools including audio/video tape machines, compression systems, encoders, decoders, converters, and pre-processing systems.
• Applied quality control as needed for 2D/3D QC viewings for various feature films.

Confidential, Chatsworth, CA

Desktop Support Analyst

• Provide 150 users and executives support with their PC and Mac desktop, and laptop issues.
• Troubleshoot, diagnose and resolve basic network technical problems for Windows and Mac computers with Local Area Networks (LAN), Wide Area Networks (WAN).
• Perform basic system administration including; creating and disabling accounts for 150 users in AD.
• Manage ticket queue troubleshoot and resolve assigned hardware, software tickets.
• Respond to requests for technical assistance by phone, email and/or using the Help Desk system.
• Printer setup, repair and maintenance.