Bringing over 17+ yearsā expertise in managing core functions of Information Systems with a background Networking, IT Support and Security. Providing timely resolution to clientās computer problems and excellent customer support experience in a
timely manner. Highly skilled in IT Support, system diagnostic and troubleshooting to support businesses objectives
ā¢ Strong communication and leadership skills, conflict resolution ability and maintain a conducive and inclusive work environment
ā¢ Ability to work independently or with a team and produce exceptional results.
ā¢ Provided Technical support in resolving hardware and software problems on desktops, laptops, and tablets.
ā¢ Creating user accounts including user rights, security and groups creation.
ā¢ Providing training to employees to identify, analyze, and repair product failures.
ā¢ Taking ownership of help desk problems and shepherding them through to a satisfactory resolution.
ā¢ Imaging and configuring computers, deploying and removing old equipment.
ā¢ Receiving and Maintaining accurate computer software and hardware inventory.
Skills
Microsoft Windows
Win7/Win8/Win10 MAC OSX
Customer satisfaction, Win, Software support
Cisco IOS Training
IP Phones, VOIP, Voice Over IP
DHCP, Windows Troubleshooting
DNS, tracert, netstat, ping, nslookup, wireshark
Printers setup, WAN, LAN, VLAN
Microsoft Office 2013
Firewall, Network Routers and Switches
Cloud Computing, Box,
Intrusion Detection System, IDS, Intrusion Prevention System IPS
Anti-Virus, Anti-Spyware and Phishing Prevention
Lawson Ordering and Purchasing System
Laptops and Mobile Device Security Implementation
Device Encryption and lock out Security
Content, Microsoft Outlook, Strategy
Client, Win7, TCP/IP
NetDB, Wireshark tools
Unix/Linux Background
Powershell, VB Scripting
2003/2008/2012 Server
Directoryā¢ TCP/IP configuration
PC/MAC hardware Upgrades
Email, Outlook, Vendor management
Cisco Access Ponts, Printer Configurations
Active Directory, Microsoft SharePoint, Processes
Active, Professional, Computer Programming
Imaging and System Restoration
IT Inventory system and Record Management System
Vendors and Contractors Management
Android and IOS Devices Setup for Mobile Computing
Hardware diagnostics , Personnel Training
Microsoft Group Policies
Education
Ashford UniversitySan Diego, CAExpected in ā āMaster of Science:Information Technology Project Management - GPA:
California State University - SacramentoSacramento, CAExpected in ā āBachelor of Science:Computer Science - GPA:
South Tyne Side CollegeEngland, Expected in ā āBachelor of Science:Engineering (Mechanical/Electrical Engineering) - GPA:
North Western Tech. CollegeSacramento, CA, Expected in ā āDiploma:Networking Technology - GPA:
San Joaquin Delta CollegeStockton, CAExpected in ā āAssociate of Science: - GPA:
Computer Programming
Certifications
MCSE Certified Microsoft Certified System Engineer - Completed
MCP Certified Microsoft Certified Professional - Completed
A+ Certified CompTIA- Completed
Dell Certified Engineer - Completed
COMP-TIA Network+ , Security+ - In progress
CISSP Certification- In Progress
Work History
Amentum - Systems Analyst Tinker Afb, OK, 01/2018 - Current
Proactively identifies and escalates incidents as well as operational performance concerns.
Responds to Incident Tickets using ServiceNow customized Ticketing system called ServiceMatters
Processed over 45 support requests weekly for technical assistance on awide range of issues related to software and hardware
Manage workload, prioritizing tasks and documenting time, and other duties as directed by management
Meeting the Service Line Agreement (SLA) on timely manner and escalating incident to appropriate departments as needed.
Consistently pursue educational training through the corporate MyJourney, Skillsoft and other online Training programs and Certification courses
Configured hardware, devices and software to set up work stations for employees.
Advocates and ensures end users and IT teams abides by the Dignity Health Policies and Industry best practices
Activated and setup mobile accounts for Doctors and medical staff accessing the network using the mobile devices
Closely collaborated with project members to identify and quickly address problems.
Diagnosed and executed resolution for all computer, network and end users issues.
Delivered onsite technical support for employees on the main Hospital campus and on call support fort three other sites facilities
Designed and evaluated WAN and LAN connectivity technologies.
Monitored networks and network devices to resolve technical problems quickly.
Maintained flexible schedule and responded to after-hours and weekend emergencies.
Resolved issues and escalated problems with knowledgeable support and quality service.
Created help desk tickets, troubleshot and resolved desktop issues.
Installed security applications and devices and suggested additional security measures.
County Of Douglas - Dell Certified Support Engineer Castle Rock, CO, 04/2017 - 01/2018
Dell Expert Support Engineer to hospitals, Clinics, and Universities within 100 miles radius of sacramento area (UC Davis Hospital, Dignity Health, Methodist Hospital, California State University, UC Davis, Dental Clinics, Counties and California State Agencies) ā¢ Escalates issue on behalf of customers to appropriate support teams if not within the scope of our support ā¢ Strong hardware and software
Diagnostics/troubleshooting skillsā¢ Provide client with the full operating system re-installations where necessary
Complete project ahead of schedule.
Experience working on critical systems which requires diligence and time sensitive.
Providing outstanding customer satisfaction (internally and externally)
Maintains high level of trust and confidentiality.
Provide Professional support to top rank executives in banking industries, Federal and State Agencies .
Ability to lift and move units.
Flexible on working hours and can travel if needed.
Processed over 6 to 10 onsite support requests daily for technical assistance to high profile Dell clients including Federal, State and Local Government Agencies, Commercial Banking locations, Law Enforcement Agencies, Universities and Hospitals
Provide Technical Support to Dell Pro Customers on Dell Business laptops, Desktops, All-in-Ones, tablets etc.
Response to On-Site calls, Repairs and service call maintenance on timely manner.
Configured hardware, devices and software to set up work stations for employees.
Analyzed Technical issues to identify troubleshooting methods needed for quick remediation.
Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Accounting And Consulting Group, Llp - IT Manager Tallahassee, FL, 01/2005 - 01/2017
Worked as an IT support Engineer in various projects and with companies in Sacramento and Bay area region ā¢ Managed the overall Company Network and Computer Support for both office and home base business.
Oversee the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
Trained, mentored and received escalated calls from other technical support technicians.
Designed and implemented customer call-center support training material
Provided comprehensive customer service including Tier-II support
Provide Extensive Printer support, both network printing and direct connections ā¢ Ensure the proper inventory of Company's assigned laptops/Tablets to staff
Provide high level Technical support for computer end users and small business owners ā¢ Provide Technical Support for Microsoft Outlook Email Service for Microsoft windows and network.
Install, Monitor, review, test and deploy software patches to workstations including Anti-virus software, Firewall ā¢ Collaborate with IT security, desktop, server, and network engineers to deliver automated desktop deployment tools and processes.
Assist the Telecommunication Team on the implementing of Unified Communication system.
Maintain accurate software and hardware inventoryā¢
Provide Remote support for teams working from home and offsite employee
CALIFORNIA STATE WATER RESOURCES CONTROL BOARD - IT Technical Support City, STATE, 01/2001 - 01/2015
Configured hardware, devices and software to set up work stations for State employees.
Provided full Technical Support to clients and end users solutions to all areas of the business and in resolving day to day issues Supported all aspects of end user IT, including purchasing, vendor management, desktops, laptops, anti-virus, patching, software licensing and more.
Install, Monitor, review, test and deploy software patches to workstations including Anti-virus software, Firewall, new PC setup Creating and maintaining Image copies of the clientsā hard-drives and restoration in case of system failures, and maintaining backup.
Troubleshooting, upgrade of components and repairs to Desktop Computers.
Connecting and setting up both Network and Local Printers for clients, Solving Printer problems.
Anti-Virus software installations, as preventive measures, and cleaning of infected machines.
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