SUMMARY:

• More than 10 years’ experience in IT Support and Computer Systems Administration, including the following.
• Multiple sites and 1,000+ users: support for local and remote clients; data backup and restore, for Government and Corporate users. IT requests via phone and Remedy/Salesforce incident tracking system. Prioritized, tracked and recorded IT requests or projects, as tickets; escalated tickets to the next level, if necessary (was tasked with both tier 1 and escalated tickets). Customers included MDs, Civil Engineers, Military, Finance and Public School Users.
• Configured and deployed new computer systems (desktops, mobile devices, peripherals, servers) for Health Care, Technology, Finance, and Government clients. IT training experience. Prior Government Secret Clearance.
• Windows 10/8.1/7/Vista/XP Clients, with up to MS - Office 2016. Mac OSX El Capitan, and up to MS-Office 2016.
• Windows 2012R2/2008/2003 Servers; Active Directory Migration Veteran, as part of a team; PowerShell; Hyper-V.
• Experience with: systems for web conferencing and remote control; support and troubleshooting of desktops, mobile devices, peripherals and servers; virtualization; SharePoint; Confidential Apps and Office 365; Active Directory; GPOs; DNS; DHCP; NTFS permissions. Exposure to Linux. Audio/Video expertise and YouTube/ Confidential relationship.
• Home computer lab, to proactively maintain and enhance knowledge in high performance technologies: quad-core PCs with SSDs; Server 2012R2; virtualization; digital video; Active Directory; web technologies; Exchange and SQL.
• MCSE, Windows Server 2012; MCTS, SharePoint 2010; Bachelor’s Degree and good communication skills; continuing education with MS-Virtual Academy; good physical fitness and can lift more than 50 lbs.; Alameda, CA resident.

TECHNICAL SKILLS:

Software: MS - SharePoint 2010. Prior SharePoint 2007 experience. Other Server/Utility software Symantec Backup Exec, NetBackup and Ghost; BMC Remedy Help Desk; Microsoft Exchange, IIS, Lync and SQL. Exposure to WSUS and WDS, System Center Essentials, Group Policy configurations; Local Data Move Tool (LDMT) and SMTOOLS, for computer refresh. Training and usage of MS-Office 365. Computer virtualization, with both Microsoft and VMware products. Desktop Software InfoPath 2010; SharePoint Designer; Windows Remote Assist; WebEx; and MS-Office, up to the 2016 version, under Windows. MS-Office 2016 and Apple s iLife, under Mac OS X.

Hardware: Dell Power Edge computer servers; quad and dual core workstations; Power - Vault disk arrays; LT0 tape drives and autoloaders. Exposure to Virtual Tape Libraries, EMC SANs, Cisco 2600/2800 routers. MS-Surface Pro 4 tablets; Apple MacBook Pro laptop on both OS X and MS-Windows 10 (with Bootcamp or virtualization); iPad; iPhone 6 plus; prior Treo and Blackberry smartphone support. WiFi network equipment; HiDef camcorders; Audio-Visual equipment (HDMI/Firewire/Thunderbolt connections).

Operating Systems/Environments/Languages: Microsoft Windows NT4/2003/2008R2/2012R2 Servers; MS - Azure and Amazon EC2 cloud computing environments. Microsoft Desktop versions Windows NT4, XP, 7, 8.1 and 10. Apple s Mac OS X, up to El Capitan. Linux exposure. Familiarity with MS PowerShell and T-SQL (i.e., MS-SQL 2008 R2).

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Support

Responsibilities:

• Migrating and replacing user’s PCs and iPads, with Microsoft Surface Pro 4 devices. Perform small group and individual training to first time Surface Pro and Windows 10 device users. Support executives with their desktop/IT needs. Travel to support the Surface Pro rollout for car dealerships at various California locations.

Confidential, Concord, CA

Associate Systems Engineer

Responsibilities:

• Technical support for the California Department of Education’s K-12 Student Testing. “High call volume” support to customers remotely or onsite.
• Troubleshoot and provide support for applications hosted in the cloud, and accessed on desktop and mobile operating systems such as: MS-Windows (up to Windows 10); some Group Policy and Cache Proxy server-side issues; Mac OSX; iOS; Android and Chrome OS.
• Troubleshooting and support of ETS applications in Internet and LAN (WiFi and Wired) environments. Effectively communicate with School IT Staff and Educators.

Confidential, Oakland, CA

Microcomputer Support Specialist

Responsibilities:

• Support for the Confidential ’s IT Department. Imaged PCs and deployed them to users.
• Dispatched to user locations, to fulfill Remedy tickets. Primarily served users in the Human Services and Public Works Departments.
• Highlights: citywide migrations of PC client’s Shore-Tel VOIP system, from 32 bit to 64 bit, and user support for email migration from on premise to the cloud; analysis of language translation services; PowerShell scripts to inventory hardware and software resources, for Civil Engineers and Architects; deployed MS-Surface Pro Tablets to Head Start Teachers; installation of specialized software from Adobe and Autodesk. Asset management of city IT equipment.

Confidential, Alameda, CA

IT Support

Responsibilities:

• Board Member and IT Support, for an organization that does presentation skills and interview training, and which plans to become an Official Non-Profit. Used HiDef camcorders and HDMI/Firewire/Thunderbolt devices, to create and post HiDef videos.
• Also performed remote workstation support.

Confidential, Walnut Creek, CA

PC Refresh Technician

Responsibilities:

• Project involved replacement of approximately 1,600 devices to facilitate an upgrade to the Epic healthcare software system, along with “after rollout support”.
• Upgraded desktop and laptop computers for: MDs, Nurses, Medical Techs and Admin Staff, of all levels. Workplaces ranged from Admin Offices, to occupied Patient Rooms, and Doctor and Nurse Lounges.

Confidential, Northern California

PC Refresh Technician

Responsibilities:

• Computer refresh project at Confidential sites in Northern California. Project involved refreshing desktop PCs, on a tight schedule, and a workweek could involve duties at Rancho Cordova, as well as San Francisco and Concord.
• Refreshed desktop and laptop PCs (Windows 7 and XP); Call Center specific issues; MS-Office (especially troubleshooting Outlook); pushed software from “update servers”, to new computers with SMTOOLS; LDMT, for migrating user data and configurations to new computer; installation and troubleshooting of Bank applications.

Confidential, Sunnyvale, CA

IT Contractor

Responsibilities:

• IT Contractor (with Confidential, employed by Insight Global), on the “tape end of NetApp’s disk-to-disk-to-tape backup process”, of their corporate data. SunFire v440 servers; Symantec NetBackup; STK tape robot libraries.
• Interfaced on a daily basis with: Confidential ’s ITOC/NOC, based in Denver, Colorado; onsite Customer, running the “disk-to-disk” backups of NetApp filers, as well as the Iron Mtn. offsite storage company.
• I helped Confidential fulfill the end of their NetApp contract, during a transition from DLT to LTO4 equipment.

Confidential, Oakland, CA

IT Contractor

Responsibilities:

• Project Based IT “On-call/after-hours” work at customer sites (i.e., relocation of servers and other enterprise equipment, workstations and other user peripherals). The most high profile projects were relocating IT equipment at the Mountain View campuses of Microsoft and Symantec.

Confidential

SharePoint Administrator

Responsibilities:

• SharePoint Administrator (part-time “contract position”, remote login), for a small IT Services company.
• Analysis, Configuration and Updates of SharePoint 2010 features, and MS-SQL 2008R2 backend; while working closely with hosting company, Canada.
• Assisted Confidential in moving to the Rackspace hosting company.

Confidential

Independent Contractor

Responsibilities:

• Partner with Confidential as an Independent Contractor. Telecommute and remote login. Record, render and upload.
• The AdSense Program solicits companies to purchase Banner Advertisements, next to your content, and Partnership Program members receive revenue from viewing of content.

Confidential, Alameda, CA

Senior Systems Administrator

Responsibilities:

• System Administration and Helpdesk escalation support, at the US Coast Guard’s main headquarters center, on the Pacific Coast. (Employment ended because the job was relocated, and the position was reassigned elsewhere.)
• Backup and restore user and system data, for more than 1,000 users and 40+ servers.
• Provided second level support to Computer System Managers at outlying sites, and afloat.
• Participated in the following computer system migrations: Windows NT4 Workstation to XP Professional, and XP Professional to Vista; Windows NT4 Server to 2003 Server and Active Directory; Windows 2003 Server to 2008 Server, for the Exchange email servers; Exchange 5.5 to Exchange 2003, and then to Exchange 2007. Installed Enterprise anti-virus, as well as system and security updates.
• Built or upgraded server computers for local use, and for remote sites throughout California. Rolled out new (at the time) technologies like Citrix ICA, various versions of Symantec Backup Exec, LTO and Disk Array equipment.

Confidential, Alameda, CA

Systems Administrator

Responsibilities:

• Systems Administrator for an Internet Service Provider and Web Hosting company. Managed web servers, for around 300 customer websites. Technical Support as well as data backup and restore duties, for both in-house staff and website customers. IIS Administration. And handled the following for customer websites: track website hits; domain registrations and renewals; search engine placements.
• Training, installation and troubleshooting duties, for hardware and software at customer locations.