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tech support, desktop engineering, jr sysadmin (o365, google)

Dublin, CA
March 20, 2019

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What colleagues and managers say…

“Richard was by far one of the best employees I've managed in my lifetime. Thus, we made him the principal trainer” - John Chin, Associate Director, UCSF Medical

“Richard never failed when challenged and was often assigned tasks which would have stymied ordinary men”

- Russ Klanke, Security Engineer CISSP

“Rich is tenacious at removing obstacles impeding success. He can be counted on to manage projects to completion.” - Greg Kilpatrick, Assoc. Dir. of Career & Tech Ed, Bellevue HS WA)

“As a mentor, Richard contributed significantly to my personal success in my new role”

- Paul Wallace, Member of Technical Staff III, Verizon Wireless

Professional Experience

City of Santa Clara (Santa Clara, CA) May 2018 – Present

Desktop Engineer

L3 desktop engineer and escalation for L2 desktop team

Jr SysAdmin O365 for the Messaging Team

Primary responsibilities:

McAfee Console - migrating City from SEP to McAfee anti-malware (1,100 seats).

Win10/O365 upgrade. Supervised and trained 3 deployment technicians. Developed all supporting KB

Assistant to Messaging team during O365 migration assisting with troubleshooting and planning migration to O365 hybrid environment.

Environment: Windows 7/10, Exchange/O365, AirWatch, McAfee, Active Directory

Stanford School of Medicine (Palo Alto, CA) Feb 2016 – May 2018

Computer Systems Analyst II

Providing HIPAA compliant field tech support to the Stanford Medicine community and significant contributor to our Knowledge Base and IRT Policy documentation.

An initial team member to start and develop the Stanford's walk-up "Tech Bar" (think Apple "Genius Bar").

Field tech support included setup and troubleshooting of hardware, peripherals, mobile devices, TSO/VLAN configurations, acting as technical project lead, mentoring junior-level technicians, and production/editing of technical training videos

Environment: Windows 7/10, MAC OSX, CrashPlan, Office 2016

Sephora (San Francisco, CA) Mar 2015 – Dec 2015

Ops Desktop Engineering / Email Migration Team

Originally on-boarded to provide Tier2 support to an O365 migration (1,100 seats)

Ultimately became the day-to-day O365 Junior Systems Administrator and Desktop Engineer.

Environment: Windows 7, MAC OSX, O365 Exchange, SCCM, VMWare, AirWatch

Genentech (South San Francisco, CA) May 2013 – Nov 2014

Cloud Support Analyst / Client Platform Administrator at Genentech

My former project lead recruited me to re-join his team as a Google Suite Platform Administrator providing escalation support to Help Desk and Desktop Services. (80,000 seats)

I also served as lead the documentation analyst for Google Suite content.

Environment: Windows, MAC, Google Enterprise

UCSF Medical (San Francisco, CA) Sep 2011 – May 2013

Programmer/Analyst II

I served as Help Desk Analyst during a transition to a centralized support model using Service Now and headed the effort to consolidate all technical documentation into the Service Now KB module.

I was later promoted to head trainer for Help Desk, as well as IT trainer and public presenter for Help Desk.

Environment: Windows 7, Active Directory, Exchange, Secure Mail

Genentech (via Right Brain Consulting) (San Francisco, CA) Aug 2010 – July 2011

Technical Support Concierge

I was hired onto the Working Smarter Globally team which provided white-glove support for the Exchange-to-Google and worked with users and department heads to proactively identify and document transition pain points and their solutions.

Environment: Windows, MAC OS, Exchange, Google Enterprise, WebEx, Live Meeting, Share Web

Los Angeles Dodgers (Los Angeles, CA) 2010

Desktop Engineer

Hired as Lead Desktop Engineer to mentor current staff and implement updated technologies and procedures to this home-grown support group.

Ghost Suite was installed

Windows 7 image was created to be delivered via Ghost Suite (cutting down new computer setups from 4.5 hrs to 30 minutes)

Track-It! ticketing system was implemented and a Track-It! KB was initiated.

Environment: Windows 7, Exchange

Verizon Wireless (Walnut Creek, CA) 1997 – 2006

Senior Technical Analyst

I was heavily involved in setting enterprise standards and best practices in imaging, GPO’s, and packaging and software implementation. I also created Enterprise-wide .msi packages pushed through SMS / SCCM using Wise Package Studio.

Other duties included technical documentation and training as an escalation point to Tier 2 technicians.

Environment: Windows, Exchange, Active Directory, SMS 2.0, Wise Package Studio, GPO


Bachelor of Business Administration- Information Systems (University of Washington- Seattle, WA)

Bachelor of Applied Science - Audio & Sound (Ex’pression College of Digital Arts Emeryville, CA)

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