Desktop Support Software

JEFFREY DE GUZMAN

702-***-**** Mobile

********@*********.***

CAREER OBJECTIVE:

To obtain a position in Information Systems Technology utilizing my strong, solid background with computers and its peripherals. In which I can fully apply my knowledge and practices on both hardware / software maintenance support while providing High-Level of Customer Service.

PROFESSIONAL EXPERIENCE:

Stability @ AHERN RENTALS; Las Vegas, NV JANUARY 2019 to MARCH 2019

IT Deployment Tech./ IT Support (contract)

Refresh Migration from Windows 7 to Windows 10 O/S for about 200+ units consisting of HP Desktops & Laptops, M/S Pro Surface Laptops, HP Thin-Client and IBM/Lenovo Mini series

Redeploy HP G1 Desktop Units after being cleaned, inspected, add Memory if needed,

Imaged through MDT/SCCM processes (Windows 10, M/S Office 2016, M/S Outlook 2016, AS400, Web-root, OnBase, M3 Smart Office, PIVOT, Syncplicity & misc. softwares deployed

Utilized Application Tools such as Active Directory (AD), MSP-Connect Wise Automate, Connect Wise Remote, Web-root Secure Anywhere Security, PowerShell scripts, Registry, Cisco Connect (VPN), One Drive Storage, ZOOM, Force point AP-Endpoint Diagnostic Tools, Windows Defender

Deployed through various locations of Ahern Rentals & Xtreme Manufacturing and other Locations with Multiple Domain Environments and different OU’s of Departments within the Company Network structure

Remote Access Deployments done after hours also for different locations outside of Nevada

Environment consisting of VoIP Phone System CISCO, HP Print Servers and Automated use of Connect Wise Applications

Modis @ ALORICA; Las Vegas, NV MAY 2018 to DECEMBER 2018

IT Technical Support (contract)

Provide PC/technical support of moderate complexity for local or remote users

Act as the escalation point for difficult issues and as a peer resource for entry level as appropriate

Set up and move workstations; repairing PCs; imaging PCs using SCCM; and troubleshooting printer problems and network connectivity issues of moderate complexity

Respond to requests for software installation and follow procedures for confirmation of approved software and licensing availability

Configure and troubleshoot issues as needed and escalate for evaluation and complex troubleshooting if necessary

Troubleshoot issues with telecommunications service, equipment and setup within defined procedures. Follow appropriate escalation paths as necessary. VoIP Phone System AVAYA.

Assist with ISP connectivity issues for work at home employees with company provided ISP service

With moderate supervision, conduct computer diagnostics to investigate and diagnose hardware and software problems. May replace defective components, and provide technical assistance

Notify licensing Asset Manager regarding unused licenses and follow proper controls in accordance with company policy and procedures

Facilitate IT help tickets to closure in a timely manner and assist lower level IT Support Technicians in resolving larger issues.

Citrix-Receiver Environment for Windows Virtual Desktops Utilized by Users. Environment also included PGP Encryption Application.

ABBTECH @ DELL; Las Vegas, NV FEBRUARY 2018 to MAY 2018

IT Desktop Support Technician (contract)

Currently working as a Contractor for DELL Computers doing “REFRESH” for MGM Grand and its 13 Properties in the Greater Las Vegas Area (Strip)

Working in M/S Windows 2007 & 2010 Environment

Experience upgrading M/S Windows O/S (7 to 10) and M/S Office 365

PC Break Fix & Maintenance skills, including memory upgrades

Experience troubleshooting basic software & hardware issues

Working knowledge of MDT (SCCM) as a Deploying Application Tool

Have experience supporting 200+ more Desktops / Laptops

Knowledge of Basic/Advance Networking Technology, LAN, WAN & Wireless Technologies

Knowledge of M/S Active Directory for Computer & User Maintenance / Software Application pushes (SAFLOK, OPERA & other APP’s)

Knowledge of TCP/IP, DNS, NETBIOS and WINS, (802.11 Wireless and 802.1 Certificate Authentications

Excellent Communications skills & ability to work independently with minimal supervision

ROSS STORES INC.; Perris, CA AUGUST 2016 to JANUARY 2018

System Administrator/ IT Support Technician

Responsible for first & second level of support for the ROSS Distribution; an almost 2 Million square-foot facility with about 400 hundred employees

Participated in the “REFRESH” for the entire facility to upgrade and maintain their computer units. Tasks included:

oImaging “New” PC units with O/S and basic applications

oPerforming Data Transfer of User Profiles Account, Data files moves, and installation of misc. Apps and software needed for production function.

oUtilized Active Directory for user/computer maintenance and software pushes through profiles.

Systems administration in a variety of software and hardware environments, telecoms/PBX administration, root cause analysis in problem solving, and assistance in managing the daily activities of the department.

Created and managed user accounts in Active Directory, Exchange Management Console, and other systems as needed.

Utilized Active Directory to setup shared mailboxes, calendars, service accounts, test accounts, distribution groups, etc.

Provided queue support and management to ensure that tickets are being addressed in a timely and efficient manner.

Successfully handled multiple priorities with a high level of discipline while remaining flexible.

Minimized user productivity loss caused by security changes

Provisioned CMS profiles, authorization codes Provision LMS profiles, cashier codes, Penta safe file permissions, Winet Provision Showcase access, VPN access

Experience with network routing and switching configurations and storage solutions.

Hardware supported: Dell Systems (Desktop, Laptops & Micro-PC) and HP Thin-Client on Windows 7 Pro O/S & Windows 10 Supporting HP Network Printers, ZEBRA Printers 110Xi4 & GX430t Label Printing, Motorola RF 9000 Series Wireless Scanners and Motorola Gladiators. Microsoft (Office, Outlook and other Vendor products). Working with WMS system, ORACLE and JAVA interfaces. VoIP Phone Systems (CISCO) & Blackberry (Mobile) Enterprise Support

CHANNELL COMMERCIAL; Temecula, CA FEBRUARY 2016 to SEPTEMBER 2016

IT Desktop Support Technician

Supported the corporate office in Temecula, California supporting the business and management division and the labor force personnel.

Duties performed involves Administration function utilizing Active Directory for LDAP and Domain Services, CISCO IP Phones and Apple Mobile devices & Ethernet CAT6 Cable (Gigabit), Perform System Backups ON-SITE

Environment: Win 7 Pro, Win 8.1 Pro O/S platform with MS Office Pro, MS Outlook Mail, Oracle, JAVA, Solar Winds ticketing system and other In-house Applications. Hardware support of Dell Desktops/ Laptops/ Venue Tablets, Ricoh Printers, Zebra Printers, Intermec Printers, Motorola Wireless Scanners, Intermec Wired Scanners and WAP within the compounds, Citrix-Receiver Environment for Windows Virtual Desktop Utilized by Users. With PGP Encryption App.

INNOTRAC; Redlands, CA OCTOBER 2015 to JANUARY 2016

Technical Support Specialist (contract)

Responsible for first & second level of support for the San Bernardino Fulfillment Center about 200,000 square-foot facility supporting about 150 plus workers

Utilized Microsoft O/S VISTA Business on all front-end PC and production environment PC's

Configure/Troubleshoot Desktops, Applications, and In-house Applications use for Production

Configure/Troubleshoot MOTOROLA Devices (Wireless Scanners 9000 Series)

Configure/Troubleshoot ZEBRA Scanner/Printer Devices (Wire Scanner LS2208, Printer 105 SL and Printer GX430t)

Configure/Troubleshoot Mettler-Toledo Scale (Model BC)

Configure/Troubleshoot RICOH Printers (SP-4100NL) for printing issues, Toner, Fuser and Maintenance Kits.

Troubleshoot any Network Issues such as Wireless Access Points (WAP) and Security Cameras for Interior/Exterior monitoring

Worked with Cabling RJ45 for needed Network Access or needed Network Drops

Provided Support to WMS Application on the Production side environment

Imaged PC's and Laptops via GHOST & PXE Boot environment

Perform general system administration duties in a Active Directory (Password resets & Add/Delete users)

Utilized WORKFRONT application for Tickets and Tracking environmental

Support/Troubleshoot Phone System Century Link

Environment: M/S VISTA Business, Microsoft Office, Warehouse Management System (WMOS), Adobe Software’s, UPS Printing System, Motorola Wireless Scanners, ZEBRA Printers, RICOH Printers, Mettler-Toledo Scales, Motorola Access Points (WAP), Ethernet GIGABIT Environment, GHOST/PXE Boot, Microsoft Active Directory (AD), WORKFRONT Ticketing System, TCP-IP Protocols and Century Link Phone System & 3rd Party Provider, Go-To-Assist & Remote Desktop, VPN, IDF Environment, VMWARE, PGP Encryption App.

HARBOR FREIGHT TOOLS; Moreno Valley, CA OCTOBER 2012 to AUGUST 2014

IT Support Analyst/System Administrator

Responsible for first & second level of support for the Distribution Center facility in Moreno Valley; a 1.5 Million plus square foot warehouse environment Facility

Assist staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, thin clients, and software within established standards and guidelines

Configure/Troubleshoot hand-held scanners, Wireless Access Points, and warehouse networking

Configure/Troubleshoot desktop issues and applications; support, maintain and administer third party applications

Cable/Replace any failed hardware for warehouse wireless support mounted at 30 feet and higher utilizing a scissor lift or forklift

Provide a point of escalation and support to the network and desktop support group

Produce appropriate documentation for application deployment, configuration, and related processes

Participate in disaster recovery planning, testing and response

Perform routine preventative maintenance on all hardware on a routine and scheduled basis

Perform network troubleshooting to isolate and diagnose common network problems

Environment: M/S WIN 7, M/S Outlook 2010, M/S SQL DB, Motorola/CISCO WAP, Wireless Motorola RF Scanners (9090/9190/Gladiators-4090), Ricoh Printers, Zebra 110Xi4 Printers, DELL Desktops, Lenovo Think Pads, ORACLE R12 Software, McAfee Anti-Virus, Active Directory, Quick Base Ticketing System, Manhattan (WMS-ORACLE) Software, Solar Winds Network Performance Monitor (MSP Software), MDF & IDF Network Concept Environments, Shore Tel Communicator Phone System, DEMATIC MHE System - Cirrus (HMI), Cisco VPN, TCP-IP Protocols, Allen Bradley Devices & Controllers, PGP Encryption, CITRIX, Blackberry Devices (BES), HP Thin-Client & ETHERNET CAT 5/Fiber Optics, PGP Encryption App.

TIME WARNER CABLE; Palm Desert, CA JANUARY 2012 to APRIL 2012

PC Support Technician (contract)

Supported about 300+ users at Call Center Facility in Coachella Valley

Resolved desktop hardware and software failures

Performed on-site and off-site repair of personal computers, printers, scanners

Provided personal computer software application support and troubleshooting which included third-parties software and In-House applications

Conducted end user training on personal computer applications and network systems

Performed backup of user and system files essential to daily operations and disaster recovery

Participated in network upgrades and system roll outs (Refresh) of PC and Laptops; imaging w/ MS Windows 7 through Altiris (Symantec) software w/ PXE boot

Environment: M/S Win XP, M/S Win 7, M/S Outlook, M/S Silverlight, Adobe Software’s, DELL Laptops & DELL Desktop platforms, Panasonic TOUGHBOOK 19 (laptops), HP Printers, Zebra Scanners, Motorola Wireless Scanners, Active Directory, Altiris and PXE imaging boot systems, Anti-Virus products and In-House Software’s, GHOST Imaging, Altiris Agent Software, Cisco VPN, TCP-IP Protocols, CITRIX, PGP Encryption

SCE (Southern California Edison); San Clemente, CA OCTOBER 2011 to JANUARY 2012

PC Deployment Technician II

Supported the SONGS Facility, San Onofre Nuclear Generating Site –about 3,000 users

Installation of WIN7 O/S or WIN XP O/S on DELL compliant models of PC's and Laptops in a Pre-Execution Environment (PXE) and ALTIRIS or utilizing SCCM imaging deployment

Supporting of multiple O/S platforms & Business Software’s which includes In-House Applications and ALL aspects of computer related hardware and software products

Migrate and upgrade PC & Laptops without data loss and minimum impact to clients

Imaging PC's & Laptops, backing up data and restoring data for users

Support Mobile Device (Blackberry) for new and existing accounts

Hands-on installation & trouble-shooting either Hardware and Software applications or upgrades

Working with a Ticketing System to update SAP and tracking of work order paperwork

Material movements of computers & other peripherals, (removing - installing)

Working in a TEAM environment to ensure quality & performance measures are satisfied

Environment: MS Windows 7, Windows XP, LOTUS Smart Suite, LOTUS Notes, Ethernet Environment, Active Directory & SCCM, Altiris Agent, PXE Environment, DELL Desktops & Laptops, HP Printers & Zebra Printers, Blackberry Mobile Devices, TPC-IP Protocol, Back-up & Restore Data, Cisco VPN, ETHERNET CAT 5/Fiber Optics

DHL EXPRESS, LOGISTICS; Riverside, CA JANUARY 2006 to APRIL 2009

Systems Engineer

Supported the West Coast Distribution Hub located on the March Air Force Reserve site which was over 260,000 square-foot facility

Provide 24/7 on-call support, which included Participation in weekend maintenance activities when required

Configure/Troubleshoot RF hand-held scanners, Wire-less Access Points, and warehouse networking equipment’s

Supported and maintained computer, connectivity/Internet hardware and software including third party applications and In-House software’s

Installs, configures, and maintains operating systems and servers in support of business processing requirements, determines the cause of, and corrects instances of server performance degradation.

Schedules, performs, and maintains software installations and upgrades to operating systems layered software packages utilizing Altiris software agent

Ensures workstation/server data integrity by evaluating, implementing, and managing appropriate software and hardware solutions

Conducts routine hardware and software audits of workstations and servers to ensure compliance with established standards, policies, and configuration guidelines

Demonstrates understanding of servers and utilities by designing and implementing,

configuration and methods to ensure and achieve optimum performance levels

At higher levels, recommends appropriate hardware/software platforms and recommends systems integration required to support business applications needs

Leads technical monitoring activities of management information systems including operating systems, networks, databases, general controls and applications; assesses reliability, integrity, availability, completeness, and accuracy of the IT Service provided

Administers problem management process including monitoring and reporting on problem resolution

Supported about 50 internal users with desktop support functions

Environment: Familiar with Siemens HMI usability, FKI and SICK Logistics Automated Sorting System, Windows XP Server and MS XP Desktops/Laptops, UNIX/LINUX Server, MS Office Pro, MS Exchange, ETHERNET CAT 5/Fiber Optics, Raid, DHCP, TCP-IP Protocols, Fiber Optics, DSL, T1, T3, Motorola Scanners (wireless), Data logic Scanners, Intermec and ZEBRA Thermal Printers, Mettler-Toledo Scale Jags, Symantec Anti-Virus, Altiris Agent Software, HP Open-view, Active Directory, FKI (HMI) Systems in Production Environment and IDF’s & MDF’s Network concept, Working Knowledge of Allen Bradley PLC’s units.

ACADEMIC BACKGROUND:

NEW TECHNOLOGY TRAINING INSTITUTE, Glendale, California

UNIX/Oracle Administration (Solaris 8.0 / LINUX RED HAT 7.1 Certification Program)

CISCO Certified Network Associate (CCNA Certification Program)

LOS ANGELES LAN, West Los Angeles, California

Certified Computer Technician (A+ Certification Program)

NORTH AMERICAN COMPUTER CONSULTANTS, Glendale, California

Microsoft Certified Systems Engineer (MCSE 4.0 Certification Program)

MOUNT SIERRA COLLEGE, Pasadena, California

Certified Net Ware Engineer (CNA / CNE 3.12 Certification Program)

LOS ANGELES VALLEY COLLEGE, Van Nuys, California

A.S. Computer Science Information Technology

GLENDALE COMMUNITY COLLEGE, Glendale, California

A.A Business Administration / Real Estate

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