Engineer Support

William Vizcarra

San Francisco, CA *******@*****.*** 415-***-****

IT Professional with over 4 years of experience in Project Management, Systems Administration and IT Support.

• Experience evaluating business processes, working and maintaining relationships with key business units, third party software providers, and internal IT staff.

• Skilled at facilitating project meetings, identifying gaps and opportunities, monitoring and controlling action items, strong and effective communication in all levels of organization.

• Completed multiple projects ranging from system upgrades to product migrations from inception through implementation and support for cloud as well as Client/Server applications.

• Administration and Support of end to end IT systems ranging from Cloud and Client/Server applications to desktop and web based.

• Proficient in Apple and MS environments, networking, firewalls, routers, switches, terminal servers, Wireless, AD integration, two-factor authentication and cloud solutions for storage and email.

Technology Summary

Education & Certifications:

Stevens Henager College Online – BS Computer Science, Computer Programming

JAMF CCT & CCA, CompTIA A+, N+, HDI Help-Desk

Systems:

AWS EC2 IAM Route53 S3, JAMF JSS & Casper Suite, iOS, OSX Server, MacOS, Google Admin, Windows OS & Server 2012, 2016, Linux Ubuntu & CentOS OS/Server

Databases:

MySQL, MongoDB, SQL Server

Scripting:

BASH, Python, HTML5, CSS3, JavaScript (React, Node, Express, Angular)

Software:

Adobe CC DC, Google Apps, Citrix, VMWare, Putty, Service Now, MS Office, Meraki and SonicWall, RDP, Apple DEP, Sophos, Symantec, DUO, OKTA, Box, DNS, GPO, AD, TCP/IP, UDP, SSH, DHCP, VPN

IT Experience

Restoration Hardware, Corte Madera, CA

Sr. Systems Analyst, Mar. 2016 to Present

Responsibilities include project management and support as well as development, implementation and administration of IT systems and services while providing exceptional customer service to clients.

Selected Contributions:

• Casper Administrator – upgraded JSS to version 10.x from 9.x, implemented business process for management of enterprise devices (OSX and iOS), imaging, application packaging. Configure and maintain Self Service for end users to utilize for application and printer installations.

• AWS Administrator – Launch, stop, reboot and terminate EC2 Ubuntu Server instances. Create images from configured instances and manage network and security protocols of inbound and outbound traffic. Manage DNS records with Route 53 and user roles with IAM.

• Systems Administrator – Provide end-to-end support and systems administration for multiple platforms including: Ubuntu Server, Apache Web Server, OKTA, DUO MFA, Service Now, Adobe CC, Autodesk, Apple DEP/MDM.

Tivo, Santa Clara, CA

IT Support Engineer, Aug. 2015 to Mar. 2016

Responsibilities included systems administration, desktop/helpdesk support and end user experience for multiple platforms including Linux, Microsoft, and Apple systems.

Selected Contributions:

• Performed duties of system administrator in Ubuntu, CentOS, and Active Directory ranging from user/account creation to device management to spin up server instances for development, database, cloud and web teams.

• Administrate a host of systems and applications both local, hosted and web-based including provisioning user accounts, maintaining SOX/PCI compliance and tracking all changes in ticketing system for audit purposes.

• Provisioned desktop, laptops and mobile devices for all company employees including new hires, contractors, and employee upgrades.

• Systems used include Casper, Windows OS/Server/Exchange, Palo Alto AP’s and firewalls, Service Now and PKI Certificate Authority manager.

eBay, San Francisco, CA

IT Support Engineer, Feb. 2015 to Aug. 2015

Responsible for systems administration, desktop support, helpdesk, NOC operations and server room maintenance and upgrades.

Selected Contributions:

• System administrator for Casper, Window OS and Windows Server including assigning server roles and provisioning desktop, laptop and mobile devices to company employees.

• Aid in upgrade of server room installations including racked servers, controller modules, patch panels, and a variety of appliances.

• Systems used include Casper, Ghost, BigIP VPN, Avaya phone systems, Symantec AntiVirus

Realogy, Concord, CA

IT Support Specialist, Nov. 2014 to Jan. 2015

Responsible for front line phone support for IT issues for independently owned Coldwell Banker offices.

Selected Contributions:

• Create tickets for phone and remote support issues ranging from locked accounts to web portal issues.

• Meet goal of 35 tickets per day and properly document troubleshooting performed.

• Escalate to field technicians or network engineers.

• Identity and Access Management including user creation, security group access, and offboarding for software and prepare Dell PC/laptop for deployment using KACE.

• Systems used were HEAT ticketing, MS Office, myRECafe web portal, Windows 7 Enterprise and print server management.

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