SUMMARY

• Sr. Desktop Support Engineer with 12years experience specializing in MAC / PC hardware and software support as well as iPhone / Android mobile device management. Experience with ServiceNow, SAManage, IssueTrak, and Salesforce Service Desk ticketing systems.
• IT Security experience with Vasco IDENTIKEY Authentication Server for use with DIGIPASS key generator; McAfee, Sophos, Cisco, FireAmp, Symantec Endpoint Protection, Symantec Endpoint Encryption (BitLocker, FileVault), MDOP MBAM, and Symantec Encryption Protection (PGP Encryption), and CheckPoint, Cloud Backup with Druva. Industry experience: Entertainment, Higher Education, Medical, and SaaS Cloud Services.

PROFESSIONAL EXPERIENCE

Desktop Support / Migration Technician

Confidential, Brentwood, CA

Responsibilities:

• Use of migration tools to track and co - ordinate device and O365 migrations
• Migration of workstations from legacy domain to Verint domain using assigned tool sets and I was able to migrate 10 laptops remotely using Cisco AnyConnect VPN.
• Migration of employees from Legacy mail, and storage solutions to Verint O365 platform.
• Use of Microsoft O365 Management Console specifically assigning licenses and use of Exchange O365 Admin console.
• Use of Airwatch for mobile phone migrations to Verint O365
• Responsible for Windows 7/10 & VDI integration support and short term post migration support
• Provide technical support during Windows 7/10 and VDI integration testing phase
• Resolve issues generated via Support ticket management system (Service Now)
• Liaison with other technology teams across the firm to ensure all issues are resolved.
• Other duties as assigned.

Desktop Support

Confidential, Santa Monica, CA

Responsibilities:

• Desktop Support: Level II support for all users at Activision HQ in Santa Monica, except the CEO. Salesforce Service Desk ticketing system was used for tracking issues for computers running Windows 10 1607 to 1809 and MacOS X High Sierra to Mojave 10.14.5.
• Inventory Management: Used Microsoft SCCM OSD to image computer using PXE boot. Supported Dell Latitude 7450 to 7490 w/ Thunderbolt3 TB16; Lenovo ThinkPad T440S to T480S with Thunderbolt3 Docking Station; MacBook Pro 2013 to 2018 using Lenovo Thunderbolt 3 dock. Managed EOL laptops with imaging for loaning and kept tracking sheet in Sharepoint for HQ Desktop Support and Service Desk support personnel. Managed devices in AD moving to the correct OU for correct policy application. Managed Apple Computers in Jamf Pro enrolling, renaming, and binding with Activision Domain. Fixing Encryption account issues in FileVault.
• Mobile Technology: Managed support of end-users who walked to Desktop Support office with Exchange device approval after Okta activation for application access on Domain. Supported issues relating to iPhone 6/7/8/X and Google Pixel phones. Managed user accounts in AD.
• Application Support: Managed user accounts in Okta and AD, ensuring they had correct access to applications: Microsoft Office 365, Adobe CC, etc. Managed Multifactor Authentication in Okta.

Desktop Support

Confidential

Responsibilities:

• Desktop Support: level II support for clinics in Stein Institute, Ronald Reagan Hospital Med Plaza with large case load in Service Now online ticketing system. Support Windows 7 Clinic Computers with restricted single sign-on profiles. Setup new computers and reimage older, good computers with MDT images for Windows 10 installs.
• Mobile Technology: setup mobile smart phones and portable computers. I supported VIP clients with Air Watch on iPad and iPhone devices in on-the-spot moments.
• Computer Inventory Management: Ensured Inventory in ServiceNow for DGIT Issues were associated with configuration items and ensured Windows desktop and laptop security with BitLocker or CheckPoint Encryption methods; MacOS Desktops and Laptops encrypted with FileVault or CheckPoint Encryption.
• Application Support: Installed Citrix Receiver for world class CareConnect Health management system; Utilize Munki Utility to manage MacOS Computer updates and applications; Support Office 2016 ProPlus Office 365 licensed software.
• Remote Support: Bomgar with Elevation technology for remote support of workstations.

Support Desk

Confidential

Responsibilities:

• Mobile Device: Configured/Issued Android and iOS mobile devices, plus backup and restore of devices for fix and upgrade process; iCloud Backup and Restore; iTunes Backup and Restore; iOS 10.3.5; Android N and earlier;
• Desktop Support: managed SOP for Windows and Macintosh computer setup and deployment. Managed cases in SAManage / IssueTrak; Setup Windows/Mac PC and Fixed. Purchased Windows PCs. Deployed Mac and Windows PC and supported the end-user: President to temps in Accounting, production, and programming, all during the day On-call.
• Network Security Support: Managed Symantec Endpoint Protection on Windows and MacOS devices via SEP Manager 12.1.7061. Schedule automatic reports. Checked logs on a daily basis and monitored scans and risk discoveries. Managed login and redirected / roaming profile issues in coordination with IT Engineers. Fixed trust issues on client computers. Fixed email client and send/receive issues in Outlook. Web client /Java security issues for Web apps and browser issues: Google Chrome, Mozilla Firefox, Internet Explorer 11/ Edge Browser, and Safari.
• Inventory Tracking: IssueTrak GSS Asset Management inventory tracking; Coordinated the Help Desk Staff to install the agent on Windows PCs.
• Skills: Office365 Pro Plus 2010/2013/2016 ; Windows 7/8/10; macOS 10.6.8 to 10.12.x; DOS command prompt; Blackmagic Cards; Network troubleshooting; OneDrive setup; Google Docs and Drive setup; Dropbox setup; Using Aspera transfer; Windows Image Backup and Restore; Windows 7/8/10 Setup and Restore; macOS migration, setup, and recovery expert; Intermediate level at Excel, PowerPoint, Word, and Outlook 2010/2013/2016 ; HP / Canon / Epson inkjet printer support expert on the network; HP / Xerox / Ricoh multifunction laser printer expert on the network.