Novato, CA 94949
Information Systems Specialist, City of Berkeley IT Department, Berkeley, California February 2018 – Current
●Internal point of contact for 1000 users (80% Windows, 20% MAC) IT needs.
●Update Active Directory user accounts, moving user to the correct OU, and AD groups.
●Assisted users with upgrade from Windows 7 to Windows 10 in PC Replacement Project in Health, Finance, Public Works, Fire, and Police Departments for 500 users.
●Image Windows 10 computers for new hires existing users using Microsoft SCCM.
●Provide support to lab computers and employee computers. Duties include installing appropriate software using Microsoft SCCM and fileserver, accessing computers through Remote Control SCCM connection, printer troubleshooting and maintain users’ computer.
●Conducted computer and mobile device inventory using Microsoft SCCM.
●Placed orders for equipment such as computers, monitors, docking stations, and peripherals using DOIT application.
Desktop Support, Tekwissen @ Merck MilliporeSigma Inc., Hayward, California August 2016 –December 2017
●Internal point of contact for 60 users (80% Windows, 20% MAC) IT needs.
●Provide training to new hires on accessing company resources, update active directory accounts and install correct applications
●Setup and Installed Junos Secure Pulse application for VPN remote access.
●Deployed Windows 10 to users with specified applications using company imaging software Jenny.
●Communicate with offsite teams for technical solutions.
●Image computers for new hires using company-imaging software Jenny.
●Provide support to lab computers and employee computers. Duties include installing appropriate software through pushportal and from file server, accessing lab computer through Remote LANDesk connection, printer troubleshooting and maintain users’ computer.
●Conducted computer and mobile phone inventory using GLAM (Global Asset Management).
●Placed orders for equipment such as computers, monitors, docking stations, and peripherals using company Oracle Application.
●Organize and setup Computer equipment for Company Town Hall meeting.
●Configured iPhones for users, installed airwatch for email, Pulse Secure VPN, and company apps.
●Setup Office 365 user accounts for all new hires.
IT Support Specialist, Berkeley Lights Inc., Emeryville, California February 2016 –July 2016
●Internal point of contact for 200 users (80% Windows, 20% MAC) IT needs.
●Provide training to new hires on accessing company resources, update active directory accounts and install correct applications.
●Directly support Executive Staff for all IT needs, special events, and Cisco WebEx Application.
●Deployed Windows 7/10 and MAC OS Sierra 10.12
●Main resource to contract external suppliers for troubleshooting and warranty replacement.
●Provide support to lab computers and employee computers. Duties include installing appropriate software, connect to Wi-Fi, printer troubleshooting and maintain users’ computer.
●Conducted inventory and placed orders for equipment such as printers, computers, cables, monitors, docking stations, and peripherals.
IT Support Specialist, iControl Networks, Redwood City, California January 2015 –December 2015
●Perform functional QA testing on customer web portal on mobile app and web browser, testing a variety of application components and control devices including cameras, motion sensors, door sensors, etc.
●A Project Manager for support debugging. Field issues through customers and testing and prioritize according to severity and impact. Manage full timelines and coordination to ensure resolution of all bugs.
●Communicate deadlines, issues, feedback from Sales, Development, Support, QA, Management, and escalation teams to ensure projects move timely and customer impact is minimal.
●Provide customer and user support for smartphone applications and physical hardware through phone, email, and live chat, averaging 40-50 daily interactions using Zendesk.
●Research user and client information and share findings to relevant sales, user support and engineer teams.
●Pre-sell products to potential customers by gauging the customer's needs, explaining system requirements, giving walkthroughs, and encouraging them to buy the best products for their needs.
Desktop Support, Oak Grove School District IT Department, San Jose, California August 2009 - June 2014
●Managed all IT support needs for 5 schools in the Oak Grove School School District IT Department supporting about 500 users.
●Setup company networks, often from scratch, by installing hardware units and ensure all software needs were met.
●Installed and setup Windows 7/8, and MAC OS 10.8 -10.10 operating systems on school computers.
●Perform adhoc services as needed, troubleshooting hardware or software issues, setting up rooms for large presentations, or installing new devices throughout the company.
●Installed multiple monitors on each workstation and setup 3Comm IP phones at different client locations.
●Add, delete, and modify teacher account using Active Directory.
●Managed all tasks in school ticketing system mytechdesk.org.
●Installed Windows services, repaired hardware malfunctions, and troubleshoot software.
●Update Drivers and software for printers and install Vipre anti-virus software.
●Managed Computer Inventory using Microsoft Excel Spreadsheet and tasks in school ticketing system mytechdesk.org.
San Jose State University, San Jose California
BS in Computer Science, Graduation Date: May 2011
Windows 7/8 OS Microsoft Office Suite Google Docs and Spreadsheets Active Directory Basic Networking