Michael Thomas

**** *** ***** *** *** ***. • Oakland, CA 94608 • 510-***-**** • ac37v6@r.postjobfree.com

Certifications:

Hardware/Technical:

Desktop Support:

●Technical Certificate (Year Up)

● Comptia A+ (InProgress)

●Deploying PCs and Macs

●Configuring Peripherals

●Installing Commercial /Cloud software applications

●Updating Active Directory

●Walkup Support

●Tech Refreshes

●Tier 1/2/3 Support

●Mobile Devices

●Microsoft Office

EXPERIENCE

Goorin Bros. San Francisco, CA Aug 2017 - Present

Systems Administrator

•Managing SaaS (Microsoft Office 365, Dropbox, Zendesk, Google Apps, Box, Slack)

•Attend weekly meetings with managers and C -Level executives on statistics relating to issues and trends for the week.

•Coordinating requisite resources to facilitate timely solutions with responsible L2/L3 teams.

•Ticket management and escalation (OTRS and Fresh Desk) by tracking team tickets submitted.

•Provide EOD on ticket updates, open tasks, reports and ensuring SLA requirements are met.

•Office and desk moves.

•New Hire phone security setup, software installations, upgrades, troubleshooting, desktop/laptop repair, and hardware refresh.

• Laboratory Register (Oracle Micros) POS support.

• Troubleshoot Network and local printers (Dell, Brother, Canon, HP, Zebra).

•Provide onsite support for 25 HQ PC users and 5 MAC users.

•Provide offsite support to 200+ employees.

•Active Directory account maintenance and Group Policy maintenance.

• MS Exchange user and group maintenance.

•Troubleshoot LAN, VPN, and wireless issues using remote desktop (Vnc Viewer), Citrix Receiver and Watchguard Mobile VPN.

•Citrix server management (Application publishing, basic troubleshooting)

Saint Joseph Notre Dame H.S. Alameda, CA May 2017 - Aug 2017

Technical Support Specialist

•Supporting 150+ users on account issues through G-Suite as Google admin.

•Identifying the needs of users reported through spreadsheet system and troubleshooting Tier 1/2/3 issues.

•Maintain network and system security, including vulnerability management.

•Monitor networks to ensure security and availability to specific users.

•Maintain integrity of the network, server deployment, and security.

•Updating active directory services/account provisioning (Active Directory, LDAP, G-suite).

•Maintain individual machines (Win 7,8,10, Linux, Mac OS) such as drivers and settings of personal computers as well as printers (HP, Dell, Brother, Lexmark, Ricoh/Canon Network Copiers)

• Basic Networking (TCP/IP, LAN, WAN, Troubleshooting) on desktop computers, printers, routers, switches, firewalls, phones, smartphones, and software deployment.

North Face and Lucy Alameda, CA Jan 2017 - Apr 2017

Lead Deployment Engineer

•Assisting small group of 7 associates on team escalations.

• Supporting 250+ users accounts on Active Directory.

• Deploying/imaging Mac machines.

• Migrating user profiles/data.

• Installing drivers for network adapters.

• Managed and configuring user’s software on Ipad Pro’s.

•Installed/activated applications on the Mac OS platform.

UCSF

Technical Analyst San Francisco, CA Aug 2016 - Dec 2016

•Monitoring user requests through Service Now ticketing software.

•Assisting 30+ users daily in resolving maintenance and complex issues.

•Installed/Configured Mac/PC’s workstations, servers and networks.

•Maintained passwords, data integrity, and file system security for different OS environments.

•Managed trusted root certificates in Windows and Macs.

•Checking Eventboard iPads on the network, and adjusting correct video and audio settings.

•Monitoring users requests through Zendesk ticking software

• Imaging Linux machines and resetting Mac users accounts.

• Troubleshooting software and hardware issues.

• Setting up VPN’s and maintaining domains/shared drives.

• Monitoring break/fix’s and inventory.

•Setting up HipChat accounts.

•Supporting 150+ users with Microsoft Active Directory

Union Bank San Francisco, CA Feb 2016 - Aug 2016

PC Technician

•Configuring and setting up workstations in Win 7 and Linux environments.

•Installing software and encrypting machines.

•Mapping network drives and imaging PC’s.

•Setting up VPN and resetting passwords.

•Migrating data and setting up printers.

•Provide Tier 2 user support for conference room and web-conferencing meetings (Zoom, WebEx, Cisco VC).

•Maintaining 270+ conference rooms in San Francisco for 2sites.

•Complete daily sweeps inspections of all conference rooms and perform AV troubleshooting.

•Testing all power cables to ensure good physical condition and passing signal.

•Monitoring, checking, and performing scheduled preventative maintenance on all Crestron and Zoom AV/VC systems

•Monitor and manage AV maintenance tickets in JIRA, act as first responder to incoming tickets, resolve issues directly, and escalate special requests and/or problematic issues as needed.

Kaiser Permanente Pleasanton, CA Jul 2015 - Jan 2016

Desktop Support Technician

•Monitor and solve user tickets through Remedy ticketing software.

•Assist users with troubleshooting hardware/software issues on Win 7 and Linux machines.

•Manage and track 500+ assets using Microsoft Excel to maintain supplies and identify upgrades

•Deploy and build user equipment daily according to Kaiser Permanente standard protocol.

•Push, remove, and update applications through Nex D Gen software.

•Provide in-person support to users and follow up to ensure user satisfaction.

•Staging and configuring user’s profile to Surface Pros and Apple Tablets.

EDUCATION

Year Up / Foothill College San Francisco, CA Mar 2015 - Jan 2016

Trainee/Student

Year Up is an 11-month job development program that teaches young adults technical skills, communication, and soft skills. It provides college courses and a 6-month internship at a Fortune 500 company for students who demonstrate the technical skills and gain IT marketable experience.

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