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Helpdesk Manager

Frisco, Texas, United States
December 16, 2018

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Technical support professional offering extensive experience and thorough knowledge of different operating systems, hardware, desktop peripherals, and IT network systems.


Helpdesk Management

ITIL Framework

Incident Tracking

level I/II Desktop Support


Equipment Life Cycle



Managing small-medium projects.

Customer Service

Asset Management



RMG Networks - Business Application Engineer

Dallas, Tx 7/2018 - Present

●Provide implementation services, integration development and associated consulting and training services for Digital Signage Systems.

●Work both independently and cooperatively with other team members.

●Inspire customer’s confidence in RMG Network services and solutions through product knowledge, applications expertise, creativity, integrity, responsiveness and effective communication.

●Deliver on-site and remote installation, configuration, and training of RMG products and solutions on time, and on budget

●Recognize opportunities for RMG to expand its presence in the customer’s operation

●Communicate status including progress, risks and issues.

California State Treasurer (STO) - Desktop Support Lead

Sacramento, CA 2/2009 – 6/2018

●Led/Supervised a team of 5 IS/IT professionals.

●Supported a user-base of 400 staff through Active Directory user groups, Organizational Units (OU) structure, mail and security groups.

●Configured and Deployed 200 computers through yearly refresh cycles while ensuring a seamless customer experience through Operating System upgrades, system patches, network outages and equipment moves.

●Wiped and surveyed over 300 yearly pieces of equipment at end of life hardware cycles protecting end user work files while ensuring the department’s data security integrity.

●Resolved printer, desktop, laptops, iPad and phone request for service within 90% of Service Level Agreement (SLAs).

●Provided immediate and advanced support levels to executives, directors and the State Treasurer.

●Provided quality Tier I and II remote/virtual support to end users among three geographic locations spanning more than 500 miles between support sites.

●Ensured timely feedback to end users on IT Service requests and problem tickets.

●Documented and maintained the department’s Knowledge Base ensuring process accuracy through hardware and Operating System updates from Windows XP through Windows 10.

●Administered TrackIt! System through various versions ensuring history and ticket integrity while simultaneously updating backend databases.

California Department of Corrections and Rehabilitation (CDCR), - Jr. Business Analyst/Technical Support

Sacramento, CA 6/2005 - 2/2009

●Conducted data gathering and analysis to understand business requirements from 20 parole field agents and executives for the Parole Violation Decision Making Instrument project (PVDMI)

●Coordinated on-site executive presentations with strategic partners to formulate viable solutions for project.

●Instrumental at helping to formulate Request for Bid (RFB), and Request for Offers (RFO) packages

●Prepared quarterly PowerPoint presentation for executives regarding project status

●Kept management apprised of current vendor escalations and general status updates throughout project

●Exercised independent judgment with minimal direction on key project decision points

●Simultaneously worked to support 73 Parole Field offices in support of desktop deployments, computer image creation, end-user training and hardware purchases.

●Implemented the Parole Agent Training phase within the Parole Agent Training academy: trained over 1,000 new parole agents over a course of 3 years.


Employee of the Month, Outstanding Customer Service

Ca. State Treasurer



Fluent in Spanish



University of San Francisco

MS, Organizational Development


California State University, Sacramento

BS, Criminal Justice



Beta Gamma Sigma Association

US Army, Veteran

Armed Forces Expeditionary Medal recipient

5/2012 - Present



Cristo Rey High School

Track & Cross Country Coach

Another Choice Another Chance

Graphic Design work

Sacramento, CA

2015 - 2017



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