Technical support professional offering extensive experience and thorough knowledge of different operating systems, hardware, desktop peripherals, and IT network systems.
PROFILE
Helpdesk Management
ITIL Framework
Incident Tracking
level I/II Desktop Support
SLA’s
Equipment Life Cycle
Supervision
Documentation
Managing small-medium projects.
Customer Service
Asset Management
SQL/Trackit!
EXPERIENCE
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.
RECOGNITIONS:
Employee of the Month, Outstanding Customer Service
Ca. State Treasurer
12/2013
LANGUAGES:
Fluent in Spanish
Verbal/Written
EDUCATION:
University of San Francisco
MS, Organizational Development
5/2012
California State University, Sacramento
BS, Criminal Justice
5/1998
AFFILIATIONS:
Beta Gamma Sigma Association
US Army, Veteran
Armed Forces Expeditionary Medal recipient
5/2012 - Present
9/1994
VOLUNTEER:
Cristo Rey High School
Track & Cross Country Coach
Another Choice Another Chance
Graphic Design work
Sacramento, CA
2015 - 2017
Sacramento
2005