OBJECTIVE:

• To pursue a career in Information Technology where my creative, analytical, and lean problem - solving skills will be used, challenged, and strengthened within a dynamic IT environment.

TECHNICAL SKILLS:

Technology and Tools: Microsoft 98, XP, Vista, Windows 7 (32, 64bit), Windows 8 (32 - 64bit), Windows 10 (32, 64bit), iMAc Windows Office 2000, 2003, 2007, 2010, 2013, 2016, Office 365 Windows Lync 2010, Skype, Teams Windows Server NT, 2000, 2003, 2008R2, 2012, (32-64bit), Azure VmWare ESX. Cisco UCS Server. Microsoft Exchange 2003, 2007, 2010, Office 365 JD Edwards. VERITAS / Symantec Backup Exec 7. 8, 9, 10 Simpana CommVault 7, 8, 9 (Deduplication). Microsoft SCCM, IBM Endpoint Tivoli ConnectWise AutoMate. Banking applications: Symitar, Synapsys, BluePoint Solutions, Card Wizard, Card Wiz, Dell PowerEdge Servers, Dell Desktop / Laptops, Tablets. Lenovo Desktop / Laptops / Tablets. HP ProLiant Servers. Dell PowerVault Storage. Dell LTO1, LTO2, LTO3, LTO4, LTO5 storage technology. Equalogic, Dell Dataceneter, EMC, Cisco Catalyst Switches, Cisco Routers, Cisco Wireless AP. HP Printers, OCE Plotters, Xerox, Ricoh, Canon, Kyracera, Konica Minolta Apple iPad, iPhone, iMac Blackberry Phones. VOIP Phone technology. Cisco Video Conference, Tandberg Video Conference, Zoom, Skype

WORK EXPERIENCE:

Confidential, Torrance, CA

Help Desk Senior Lead

Responsibilities:

• Senior Lead for an MSP provider group, supported 40 + companies for all Hardware and Software request. Utilized Connectwise ticketing system for ticket implementation, document creation, procedure of operations, task templates creation, time tracking and billing.
• Used Connectwise Automate for system access, application deployments, systems monitoring, and system asset. Supported Windows and iMac OS, Office 365, Exchange, Outlook, SharePoint, ProoffPoint, Reflexions, Skype, Teams, Adobe, and several 3rd party applications.
• Employed Active Directory for account Creations / Termination, Security and Distribution groups. Managed Office 365 account creations / Terminations, license implementation, In Cloud Security and Distribution groups. Managed Exchange mail accounts, mailbox permissions, rules, and policies.
• Generated monthly report from AD and Office 365, to identify Security risk accounts. Deployed MFA (Multifactor authentication). Support multiple manufacturer’s Desktops \ Laptops, deployed OS imaging, Windows Security updates, inventory, warranty reports, and system deployments. Supported network printers, Multifunction units, established print queues. Organized Vendors warranty support, maintenance, and service for Desktops / Laptops and Printers.
• Participated with Help Desk new onboarding and, Help Desk resources, supported Tier 1 team members with documentation and, to achieve professional resolution and support, and implemented SharePoint for Help Desk troubleshooting documentation.

Confidential, Torrance, CA

IT Helpdesk Supervisor

Responsibilities:

• Managed a Help Desk Team of 7, supported 48 branches, 3 facilities of 800 + clients in a Microsoft Windows, Cisco Network environment and 3rd party banking applications. Managed Manage Engine Service Desk Plus Help Desk ticketing application, customize Ticketing system menu’s for Help Desk Desktops / Laptops, Server, Exchange, Network, and Telecommunication departments. Implemented SLA policies, created monthly Help Desk matrix, created documentation of Procedures and
• Operations for Application, Hardware deployments, troubleshooting and developed Branch build-out procedure for hardware deployment. Managed all purchases of mobile devices, iPhones, iPads and MiFi’s. Managed and approved all Hardware and Software purchasing. Implemented an Asset management program utilizing IBM Endpoint
• Manager Appliance for Software and Hardware inventory. Managed all E-Waste disposals. Test, scheduled and deployed all Desktops / Laptops Microsoft monthly security patch deployments, utilizing IBM Endpoint Tivoli appliance. Supported Server and Exchange administrators with creations of Active Directory Accounts, permissions, and Rules. Maintained Security and Distribution listings creations and deletions. Participated in several Mergers and projects within and outside the Help Desk environment. Performed Help Desk Team Members yearly Performance Reviews.

Confidential, Norwalk, CA

Computer Technician

Responsibilities:

• Worked with a task team upgrading Windows computer systems for Los Angeles county departments in the Southern California region.
• Setup, image and deployed Windows Desktops

Confidential, Lakewood, CA

IT Consultant

Responsibilities:

• Counseled companies with their Network and Hardware needs, best practices and purchasing solutions. Implemented Desktops, Windows and Exchange Sever upgrades for growing businesses, provided for Microsoft Office suite applications.

Confidential, Long Beach, CA

IT Operations Manager

Responsibilities:

• Managed 7 engineers, supported all divisions Server farms, Scheduled Data Center upgrades, coordinated Satellite mobilization / demobilization. Operated with Project Managers on Satellite mobilization, scheduled with Internet providers of installation, Cabling vendors for Data / Phone drops for Satellite trailers / suite, implemented Network infrastructure Router / Switches, patch data for standard / VLan environment, deployed Servers, Printers, Plotters, wireless AP units, assist Clients hardware setup, test, troubleshoot, establish network infrastructure to Southland Domain. Performed annual performance reviews for Help Desk team members.
• IT Helpdesk Supervisor
• Managed 5 Help Desk members support 4 Divisions (SoCal, NorCAL, Las Vegas, Washington DC) of 600 + Clients. Implemented Helpdesk applications Kaseya, Go-to-Assist and ConnectWise. Designed Helpdesk ticket menu options to assist with Southland’s environment. Delegated tickets to onsite IT team members, developed and implemented SLA agreements. Created hardware and software troubleshooting documented for Help Desk and posted to SharePoint FAQ’s for Clients knowledge. Performed annual performance reviews for Help Desk team members.
• System Administrator
• Deploy and Administrated File, DNS, DHCP, Printer, and Exchange servers for Southland’s divisions and Satellite facilities, Windows NT, 2000, 2003, 2008r2, 2012, (32bit-64bit) platforms, VMWare ESX OS. Managed Active Directory accounts, Distribution listings, and Security groups. Applied and managed Files Server Share directories. Create DHCP scopes, reserved and excluded IP’s. Created printer queues, LPR, Simple TCPIP, LDAP solutions, and standardized naming conventions for all Servers, Printer / Shared Names for all locations. Performed Server OS upgrades, Security maintenance and firmware upgrades

Confidential, Torrance, CA

IT Administrator

Responsibilities:

• Supported DOD staff members LAAFB / Washington DC.
• Manages Files, Printer, FTP servers.
• Managed Desktops / Laptops for clients.
• Managed Video Conference.
• Maintained Security clearance.

Confidential, El Segundo, CA

IT Technician

Responsibilities:

• Supported Hardware department, prepared computer systems for deployment to LAAFB DOD Clients, upgraded hardware. Repaired HP printers with new components.
• Helpdesk support, manned Helpdesk phone system, created helpdesk tickets for LAAFB DOD clients utilizing Remedy application.
• Helpdesk ticket support, obtained trouble tickets from Remedy, supported LAAFB DOD clients to resolve IT tickets submittals.
• DOD Executive facility support, managed IT support for the DOD Executive staff facility.