Career Summary
A results-driven Information Technology professional with hands-on experience in strategic planning, people management and hands on experience in the implementation of software and hardware. Extremely driven and highly knowledgeable with experience in managing service desk, systems and complex initiatives. Bring a highly enthusiastic attitude with the ability to effectively manage teams by focusing on every individual’s personal growth and development. With robust customer service, communication skills, 22+ years of experience and strong interpersonal skills at all levels of the organization.
Professional Experience
Safeway (Los Angeles, CA)
IT Field Service Technician III, 12/2016-1/2017*
Fixed or replaced any store electronic equipment including computers, monitors, scanners, time clocks and phones
Performed preventative maintenance on high volume printers
Worked to troubleshoot local and wide area network related issues
*position changed locations 1 month after start date
Child Care Resource Center (Chatsworth, CA) April 1994- August 2016
Technical Services Manager, 9/2013- 8/ 2016
Evaluated requirements, developed plans and implemented changes to current and future networks and servers
Served as a liaison between customers, technical staff, application entities, and executive leadership to ensure effective technology management as an enterprise
Managed and directed the activities of the Technical Services staff
Actively participated in leadership activities and strategic planning for the organization
Provided 24/7 monitoring of all network and application services
Help Desk Supervisor, 1/2007-9/2013
Supervised assigned support staff
Oversaw desktop support operations, telecommunications and infrastructure to ensure availability of assistance
Responsible for all procedures related to the identification, prioritization, escalation and resolution of end user requests
Oversaw tracking, scheduling and coordination of desktop support functions
Oversaw network and end-user infrastructures
Added/deleted users in Active Directory
Created Exchange e-mail accounts
Maintained computer equipment in the regional offices and satellite locations.
Maintained computer inventory for all sites.
Coordinated with outside vendors for technical assistance, when necessary
Lead Analyst III, 2/2000-1/2007
Added / deleted and modified user security privileges in Active Directory
Created e-mail user accounts
Setup Cisco Voip phone for users
Performed network and remote access troubleshooting
Assisted in maintaining user support logs and created a weekly report that was sent to management.
Installed, configured Windows Domain, Terminal and Print Servers
Responsible for the installation/ configuration, operation, and maintenance of computer systems hardware and software
Served as the primary contact for all help desk related calls
Was responsible of local and wide area networks (LANs/ WANs) across the organization
Ensured that agency data was backup
Responsible for PC and software inventory
Monitored and conducted vendor interaction with company’s technology
Provided guidance, support and training for help desk technicians through resolution
Analyst II, 3/1998-2/2000
Installed and configured computer peripheral devices, modems, memory, Video Card, NICs
Performed troubleshooting and minor repairs on fax machines, copiers and scanners.
Performed regular preventative maintenance of printers.
Performed low voltage repairs
Supported staff with PC hardware, software, printing and scanning issues
Provided support in-person or remotely to end users
Upgraded and imaged PC systems with required hardware and software
Worked to troubleshoot issues with Microsoft operating systems
Ensured that agency data was backed-up
Suggested solutions for efficiency improvements within the organization
Designed and deployed company’s LANS, WANS networks, including servers, routers, switches and UPS’s.
Education and Training
ITT Technical Institute
-Associates Degree (A.S.) Electronics Engineering Technology
Huntington Park High School
-High School Diploma
Microsoft
-MCSE Certification
Technical Proficiencies
Platforms:
Windows Desktop and Servers
Servers:
Microsoft Server( 2000,2003,2008), Microsoft Exchange (2007, 2010)
Cisco Switches, Routers, Firewalls-DNS,DHCP, VPN,
Management:
Leadership, Teamwork, Communication, Training, Strategy, Research, Planning, Organization
Telecom:
Toshiba PBX Systems, VoIP, Mobile Devices
Tools:
Active Directory, Track it Ticketing System, Radmin, Veritas Backup Exec
Courses:
Cisco CCNA, VMware vSphere, Microsoft Project Management, Cisco Voice Over IP Training