Desktop Support Office

Assumpta A. Oturu

***** ******* *********, #***, ****** City, CA. 91604 818-***-**** *********@*****.***

EDUCATION

Completed Microsoft Certified Solutions Expert, MCSE Training on Windows Server 2012 R2

Integrated Digital Technologies, IDT, Glendale, CA. 2/2015 to 5/2015

BA in Political Science

University of Southern California, Los Angeles, CA. 12/2014

CAREER SUMMARY

MCSE Certified in Windows Servers NT/2000/2003, Windows OS XP, 7, 8 & 10, MS Office 2010, 2013 & 365

Possess over five years of Active Directory administration and management, configuring user accounts, rights, permissions, and object group policies.

Knowledgeable in troubleshooting and installing software on MAC computers.

Configured CISCO Routers/Switches, Firewalls, networked computers, printers and internet connectivity.

Provided end-user support for over 100-300 troubleshooting, installing and configuring computer hardware and software; memory, internet connectivity, network printing problems, video/graphic cards, hard drives etc.

Experience in setting up conference rooms for speaker series events, presentations using state-of-the-art equipment.

Developed software training manuals and trained over 200 users on a variety of computer applications, Windows OS and MS Office including preparing candidates for A+ Examination.

Organized, flexible, customer oriented, team player, creative, self-motivated, and have excellent abilities in time management, establishing priorities, work independently, communication and detailed oriented.

TECHNICAL SKILLS

Servers/Operating systems: Windows Server 2003/2008/2012/Exchange/Windows OS Vista, 7, 8 & 10

Networking: LAN/WAN, Active Directory, GPOs, TCP/IP, DNS, DHCP, VPN, Remote Access, NTFS, FAT, exFAT, HFS+, Wi-Fi, Internet Browsers, CISCO Routers/Switches,

Firewalls and virus protection software, ticketing systems.

Hardware: PC Desktop/Workstations, laptop computers, hardware cloning solutions, smart phones and tablets, print servers, network printers, printers, Virtual machines, USB, eSATA, telephone systems, VOIP, IT technical equipment audit,

Cloud Computing: Office 365 Migration - IMAP, CUTOVER, STAGED, HYBRID, Active Directory Federation Service,

Technical trainer: MS Office Suite, Windows OS and proprietary software

Certifications: MCSE Windows 2000/2003, A+ Certified Professional and ASTD Train-the-Trainer and Instructional Development

TECHNICAL WORK EXPERIENCE

Office 365\Help Desk Support – St. George Logistics, Santa Fe Springs, CA 2/2019 to 5/2019

On Contract with Slate Professional Resources, Inc., Freehold, NJ

Scan PCs, Laptops to clean, to detect and remove potential risks to the overall computer functionality using Malwarebytes, AVG Antivirus software, including installing ENDGAME on these systems for the purposes of mitigating any cyber threats.

Troubleshoot and repair damaged computer systems, including assisting users with setting-up emails on OWA

Fox Service Desk Agent 4/2018 to 9/2018

Turner Techtronics, Burbank, CA.

Provided remote technical support to Fox Entertainment employees in a mixed Windows and MAC environment

Answered on average 15-20 calls within the 8-hour swift, troubleshooting, Outlook, Office 365, network connectivity, installing software, printers, proprietary applications, verifying and unlocking user accounts in AD

Remoted to client computers using SCCM, RDC for Windows and Casper Remote for Mac computers

Used ServiceNow Ticketing System to create tickets, to record detailed summary of the technical processes undertaken to assist client in resolving technical issue and for escalating to the next tier team or group of support

Maintained update status of the resolution progress of assigned opened tickets through timely contacting clients, by adherence to 3-email reminder and 24-hour policy on non-issue resolved tickets

Worked in a fast-paced organized environment, paying great attention to details, ascertaining right information from clients, not only about the technical problem, but other relevant matters vital for ticket escalations.

Utilized Slack Messaging System to maintain supportive teamwork throughout the day

Client Services Technician – CBS Corp., Television City, Los Angeles, CA. 11/2017 to 12/2017

2-month Contract through Principle Solutions Group, Atlanta, Georgia

Analyzed and reviewed Quadro Tech scanned user pst files, identifying duplicates and organizing the archive folders into logical sequence before migration into the MS Office 365 Cloud.

Removed empty and duplicate archive folders as a preventative measure to ensure smooth migration process.

Accomplished weekly deadline quarters through collaborative team effort.

Technical Device Installer, Los Angeles Region 9/2017 to 10/2017

Contract through Project/Mejia Marketing, US Inc., Dallas, TX., for Google Inc.

Involved in the Google BLE Project 2017, deploying hardware devices to various locations throughout the Los Angeles Region.

Completed all technical and administrative aspects of the preparation and deployment of the devices including but not limited to: activation, software installation, physical installation, key metric reporting, and schedule management.

Technical Support - Providence St. Joseph’s Hospitals, Santa Monica, CA. 10/2016 to 12/2016

On contract from Apex Systems, El Segundo, CA.

Inventory over100-old laptops, collecting pertinent data, cleaning, removing hard drives, before disposal.

Installed OS, MS Office Suite, proprietary applications after inventory of the newly purchased computer equipment categorized per scheduled deployment to various medical offices and clinics.

Deployed computer equipment (desktops, printers, topaz signature pads, and other medical equipment) at different medical clinics constituting part of Providence St. Joseph’s Hospitals in Burbank, Santa Clarita, Santa Monica, Tarzana and Torrance.

Verified clinical/medical staff patient’s document printing for EPIC System Software

PC Maintenance Technician I - USC Enrollment Services, Los Angeles, CA. 6/2016 to 8/2016

3-month assignment through Staffmark, Los Angeles, CA.

Utilized Mac Address, serial number to inventory over 100 new laptops and desktops, used SCCM equipment control site to register per assigned department, before running SCCM image on these new computers.

Facilitated daily, the set-up of over 50-laptops, local and network printers and other computer accessories for USC Financial Aid Staff member usage during Student Registration Week, ensuring internet connectivity, printing access, and throughout-the day troubleshooting technical issues as they arose, and on-timely basis elevated unsolved matters to the next support tier.

Responsible for daily collecting all laptops/computer accessories in secure overnight storage

Office 365 Team Member - Warner Bros, Burbank, CA. 10/2015 to 12/2015

On 2-month contract through PJ Murphy Associates, Burbank, CA.

Assisted more than 200-users in both Windows and MAC environment, troubleshooting and resolving outlook mailboxes, calendars, contacts, and public folders issues and synchronized shared calendars, after office 365 (the Cloud) migration.

Restored and rebuilt user ost files and configured user e-mail profiles, verifying user access to Microsoft Exchange Server and synchronizing all user mobile devices, iPhones and Blackberries.

Verify Outlook email synchronized with OWA (Outlook Web Application for Office 365).

PC Maintenance Technician I - USC Enrollment Services, Los Angeles, CA. 6/2015 to 8/2015

3-month assignment through Staffmark, Los Angeles, CA.

Migrated over 100-user Outlook Accounts to Office 365 (the Cloud), exporting and importing pst files, configuring user e-mail profiles, verifying user access to Microsoft Exchange Server and synchronizing all user mobile devices.

Utilized Mac Addresses and serial numbers to inventory 200 new laptops and desktop computers, and run SCCM image, installing OS patches, devices drivers, Windows-updates and encrypted the “C” drive for all laptops.

Created an inventory data file using Microsoft Excel spreadsheet to track and to document SCCM imaging process completion, labeling of desktop and laptop computers in preparation for deployment to various Sections within USC’s Enrollment Services Department.

Participated in Sectional staff equipment moves during summer office renovation and relocations.

Responsible for the daily set-up of laptops for USC Financial Aid Staff members usage during Student Registration Week, ensuring Internet connectivity, network access and printing, and throughout-the day

troubleshooting VPN and remote access and other computer issues and then disconnected and collected all laptops for overnight secure storage.

Assistant Network Administrator 12/2008/1/2015

USA Expedition Inc. Encino, CA

Planned and backed-up mailboxes before Office 365 migration to the Cloud, troubleshooting connectivity to Microsoft Online Exchange Server and sync varied user mobile devices.

Troubleshoot and resolved mailbox, calendar, contact, and public folders issues and sync shared calendars, after office 365 (the Cloud) migration, assisting more than 200-user in Windows environments.

Supported networking and security configuration, server roles, DNS, DHCP, WINS and Active Directory.

Consulted on hardware/software troubleshooting repair, desktop support, virus/spyware/malware removal, and software updates.

Configured and managed Microsoft server and end user operating systems, group policy configurations for over 100 users, computers, and network printers.

Troubleshoot server, end user operating systems; program applications, managing data backup, recovery and exchange mail server administration.

Deployed, service request processing, helpdesk and desktop support expert, security and intrusion prevention, router installation, configuration or remote access, and VPN configuration.

Technical Trainer 2/2008 to 12/2008

Prepared over 10-candidates for A+ comprehensive examination and trained clients in MS Office Suite, Windows OS: XP Vista, computer hardware, including building computer systems.

Network System Analyst 12/2002 to 2/2008

Head Start, Center for Community & Family Services, Pasadena, CA.

Established a new external telephone system/LAN cabling, averting over $10,000-costly damage to phone equipment and saved network downtime.

Provided end-user support to over 200-users in 14-sites, troubleshooting e-mails, virus removals, Internet access, networking connectivity, network printers, software and hardware.

Installed hardware, software, memory and networked computers, repaired office and classroom computers.

Trained 100 teachers in kindergarten environment to use computers, MS Office Suite and developed user instructional software manuals.

Planned and coordinated vender telephone and network cabling at 20 sites, scheduling computer maintenance and virus removals and configuring user accounts, rights, e-mails and remote connectivity.

Supervised comprehensive review and equipment assessment analysis, improving computer usage in elementary classrooms.

OTHER RELEVANT TECHNICAL WORK EXPERIENCE

Technical Support, Computer Consulting Operations, CCOPs, Culver City, CA. 2001-2002

Software Instructor, New Horizons Computer Center, Culver City, CA. 2000-2001

Helpdesk Analyst, Compaq/Amgen, Thousand Oaks, CA. 2000-2000

Trainer/End-User Support/IBM Global, LA County Department of Children 1998-1999

& Family Services, Lakewood, CA.

OTHER SKILLS

Technology: Adobe Suite Software

Languages: Intermediate French and Spanish

Writing: Creative writing, grant writer, grants research and social science research

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