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EUS / Infrastructure / Project Management

Fremont, California, United States
July 10, 2019

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Passionate End User and C level Support professional, CEO 4 consecutive years’ Service Excellence award recipient, BMC REMEDY Ticketing KACE, Altiris, SCCM, JAMF, LAN Desk, Track-It, Air Watch, Service Now, JIRA, ITAM, ITSM and ITIL Service Management Metrics Process Improvement Large Scale O/S and Data Migration Infrastructure, AV support, Cisco Network, Wi-Fi and Security Applications Bitlocker, File Vault II, Encryption Systems Administration Risk and Change Management Quality Assurance Asset Management RCA, Incident and Problem Resolution Stakeholders, Matrix Team and Vendor Governance Onshore/Offshore corroboration AWS Private, Public and Hybrid Cloud Cisco Unified Communication, Jabber, JIVE and IBM Web Collaboration Community Platforms Advanced MS Office User SQL ACCESS database design and administration, Complex Excel spreadsheets, SharePoint, MS Project, Visio, PowerPoint Presentation.

Qualification Profile

Success, result-driven and highly motivated IT professional, proven excellent ability to translate technical information to a non-technical client. Providing 1st / 2nd and 3rd tier IT support Phone, F2F and remote. With broad-based diverse local and Global industries, experience in IT Help desk and service provider operations with 18+ years experienced of Infrastructure, End user support / Helpdesk, Ticketing management, Training, Project administration, Imaging, systems implementation, Processes Improvements. 7 years + Law firm experience, armed with hands-on experience managing all project phases and daily IT EUS Operations, Functional hands on support operations, KACE 1000 0364 Cloud administration, Active Directory, Mac and Windows environment, and Incident management and resolution, leading by example. Complemented with excellent knowledge of hardware and software development life cycle (SDLC), Asset and resource management. Extensive large Scale and Global O/S and MS Office migration. Excellent Business Analysis, CRM, SLA and CSAT management. Processes improvement driven and documentation for successful repetition. Well experienced in RCA with adeptness in Risk and Change management, Quality assurance. Equipped with outstanding capabilities, along with the ability to develop and employ different projects methodology to achieve goals and objectives.

Professional Experience

Robert Half/ HMH

IT Manager / System Admin / End User Support 10/2018 – 2019

Responsibility – (SPOC) Single Point of Contact. Manage Remedy ticketing, support daily IT operations, Networking, Desktop Support, printers, Plotters, File Servers, VM servers, 0n the cloud servers, Conference room. Zoom, AV Support, Cisco networks, routers, Riser, switches and Meraki Wi-Fi. Active Directory Administration, Group Policy, User creation, Poly com VoIP, Daily Back-up, Applications installation, Anti-Virus. Cloud 0365 Administration administer virtual desktop environment. Share Point administration, Vendor management, Asset and software licenses management. Incident management, go to person in IT. and all other IT requirements.

SME Social Media IT Engineer Training / Support Global Migration Cisco 6/2018 – 9/2018

Providing SME and concise technical support to 80K + Global users newly migrated from Jive Community platform to IBM Social Collaboration Communities, Wiki’s, Blogs, Files, and Rich Text, contents by Live WebEx, Forum, Phone, and Jabber.

Daily function as SME End User support / Training IT Engineer for Cisco Global platform migration Jive platform to IBM Enterprise social Collaboration platform thru BMC REMEDY ticketing.

Monitor, WebEx Forum ticketing queue, monitor, triage and provide solutions to migration issues.

Perform Data Analytics, develop systematic process for analyzing the functions and tasks performed in the migration for applications support, providing processes improvements for a smoother platform transition to users.

Replicating migration issues and providing solutions to newly migrated users to include C level executives globally.

Family leave 10/2017 – 5/2018

First Data Corp. / Realtek

Lead IT EUS/ Training /Infrastructure Consultant 09/2016 – 10/2017

Successfully managed and provided day to day End User Support, BMC REMEDY ticketing triage and solutions. Establishing SOP and documenting processes for daily IT EUS operations that can be repeated successfully, corroborating with stake holders, providing status reporting and escalation of issues to senior levels where needed to attain project goals and deliverables.

Provided daily IT EUS support, Active Directory, GPO, MAC OSX and Windows, Operations, Network, Service Now, REMEDY, ITSM, Track-It, JIRA, Air Watch, JAMF, CRM, Infrastructure for multi-site, corroborating with SME’s, stakeholders, Executives, and vendors.

Managed and documented licensing and procurement procedures for software management, usage tracking, reclamation, and licensing.

Manage cross-functional projects, change and Risk management utilizing project management processes. Plan and Coordinate with all IT departments for EUS, infrastructure, Wi-Fi and Cisco network upgrade, SLA’s, processes and procedures implementation, deployment, Asset management, provisioning and Project fulfillment, function as liaison between client, End users and developers. Converting stakeholders’ requirements into technically deliverable products.

Hold accountability for systematic RCA, process management, improvements, analytics, and documentation, providing Root cause Analysis and solutions for daily incidents, Project implementation and roadblocks.

Corroborate with Network and Systems Engineers in local and remote offices to develop and roll out project workflows. Update daily action items.

Ensure adherence to established security best practice, working with SME to establish IPSEC approved security processes and Encryption Bit locker, File Vault II

Resolve all other daily IT issues, Incidents, to include establishing process for on boarding, off boarding and provisioning.

Provided support in defining project requirements and implementation plan, manage project to schedule providing innovation solutions to meet desired business outcomes.

Plan, and execute infrastructure and network upgrades; Avaya VoIP migration, data, and operating system (OS) migration to Windows 7 and 8.1, OSX, Office 0365 as well as the upgrading and customization of the 3rd party and proprietary software.

CompuGain /City of Santa Clara, Santa Clara, CA 07/2015 – 06/2016

Lead IT End User Support Operations / Incidents (EUS)/Project Coordinator

Successfully provided daily Tier I, II, III Desktop/ Help Desk, Operations and End User support City wide for the City of Santa Clara, Identified, prioritized, and resolved daily task and Projects solutions to internal support teams and external resources, as well as rendered root cause analysis. Active Directory, GPO.

Managed and supported day-to-day execution of project implementations: planning, tracking, documentation, status updates and issue escalation.

Supported all aspects of IT EUS and Projects for the City of Santa Clara. Keenly monitored incident and ticketing queues through BMC Remedy, Track-IT, IT service management (ITSM), Asset management and ITIL service management.

Facilitated daily IT End User support meetings, Incident management, EUS priorities and resource deployment. Functioned as SME on all technical issues through research and hands–on experience.

Lead EUS, Infrastructure, Network upgrade and citywide Avaya VoIP migration from analog, and security assessments, updates, and patches deployment processes.

Collaborated with Project manager, sponsors, and SME to plan and execute Projects, Change & Risk management. Activities to include developing processes for employee on- boarding and off boarding and provisioning.

Established and manage sustainable Asset tracking system, ITSM Module and MAC asset management.

Designed, Managed and documented procedures for software management, usage tracking, reclamation, and licensing.

Facilitated training, mentoring and evaluation for all personnel, to include service desk management.

Career Highlights:

Improved the daily operational End user support (EUS), by establishing SOP utilizing ITSM working with stake holders.

Streamlined processes by structuring Projects workflow, Service request, software applications packaging, Software and Asset management.

Successfully implemented deployment of citywide migration Project from Windows XP to Win7, Windows 10, Microsoft Office 2007 to 2010, Office 0365 and VoIP and network upgrade projects.

Provided expert leadership to Matrix Project Team, and expertise as technical resource SME, and post-migration training and support for migrated users.

Standardized data security guidelines, as well as software management, Purchasing, inventory, request, and installation approval processes.


Sr. End User / Help Desk Support /Migration Specialist 09/2014 – 04/2015

Provided daily Tier I and II End user support using ticketing system. Managed Software’s applications compatibility and Lite-Touch Windows7 and Win 8.1, Office 2010 to Office 0365 migration and deployment options.

Provided expertise in Change management, designing the migration alternatives for laptop/desktop imaging, OS upgrade, and data migration corroborating with Stakeholder requirements.

Implemented systematic Lite-Touch deployment and training procedures for global migration of XP to Win 7; Win8.1 and Office 2012; as well as 0365 process using Microsoft Assessment and Planning Toolkit; Microsoft MDT 2010; Windows User State Migration Toolkit (USMT); and Application Compatibility Toolkit (ACT).


Sr. End User /Help Desk Support/Project Coordinator 08/2013 – 06/2014

Supported Daily End user and C level requirements, IT infrastructure Projects, O/S migration, applications compatibility, and deployment. Active Directory, account management, GPO, security. AV support.

Successfully implemented alternatives for laptop and desktop imaging; OS Win7 to Win 8.1, Office 2007 to Office 2010 migration; local area network (LAN), Cisco Network, switches, Meraki Wi-Fi management and VoIP migration, data migration; as well as security analysis and upgrade.

Implemented customization of KACE Dell 2000, KACE 1000 Application for Asset, Software and Hardware management, Technical Support, and REMEDY Help desk ticketing system.

Managed Project development and liaise with Salesforce professional services team and client's Business team in ensuring Client requirements delivery.

Stanford University School of Medicine, Palo Alto, CA TEK Systems

Sr. End user Support/Migration Specialist 10/2012 – 05/2013

Successfully supported daily IT End Users School of Medicine, Hospital; security and encryption; backup and data recovery and migration REMEDY ticketing management.

Spearheaded large-scale migration MAC OSX, Win XP to Win 7; Win7, Office 2007 to Office 2010 production imaging and data migration for more than five thousand users.

Worked as the liaison for the McKee fee on data security and encryption with stakeholders, SME, and vendors.

TDS NY Black Rock, San Francisco, CA

Lead EUS / Project Coordinator (Global Migration) 10/2011 – 08/2012

Created Road Map and implemented Win7 Global Migration Team conducting O/S Win XP to Win7, 8.1, Mac O/S and data migration deployment, established and managed Risk and Change management analysis. Software tracking, usage, reclamation, setting processes for a sustainable Software licensing and utility management.

Participate and oversee daily End User support using Service Now and BMC REMEDY ITSM.

Employed standard data disaster recovery procedures and consistently updated project work plans through MS ACCESS, Excel, Microsoft Project, Visio, and SharePoint, providing updates to stakeholder, matrix team.

Career Highlights:

Received LinkedIn letter of commendation for exemplary global migration project management,

Maximized the productivity, cost effectiveness and processes improvements. Asset management and excellent team, stakeholders and vendor’s relationship management resulting to completion of project two months earlier to deadline and under budget.

California Transplant Donor Network Non-Profit, Oakland, CA APPLE ONE

Sr. End User Support O/S Migration /Project Coordinator 09/2010 - 08/2011

Developed and implemented daily End User Support procedures and service-level agreements (SLAs) for Helpdesk/Desktop support; customized of Track-It, REMEDY ticketing and ITSM Asset Management, software license tracking. Managed Active Directory and account creation, Group policies, and security. AV support

Successfully implemented firm wide infrastructure systems upgrade and migration for Windows XP – Windows 7, Office XP to Office 2007, Exchange 2007, and Analog telephony to Avaya VoIP.

Proficiently developed Change content and Risk management system (CMS); Access database migration on Microsoft Office XP to Microsoft Office 2007 environment; as well as service and assets administration through ITSM.

Next Source Inc., San Mateo, CA

Sr. End User and Executive IT Support 04/2008 - 07/2010

Provided SME and End User technical support to Executives (CEO, CFO, CIO, Directors, and Board members).

Oversaw and managed Remedy ticketing system, Antivirus software security updates, encryption, Network, Switches, routers and Wi-Fi management, to include deployment as well as the IT Asset procurement, Software licensing usage and inventory tracking.

Pillsbury Winthrop, Law Firm, San Francisco, CA

Project Coordinator Senior Technical Analyst 04/2000 – 12/2007

Exemplified adeptness in administering essential End User Support for Tier I, II, and III and AV support.

Procured, Managed licensing and Application software, usage tracking, reclamation, and licensing.

Customized Remedy ITSM in monitoring Service request, Asset Management. Standardized imaging Cisco switches, routers, Risers, Meraki W-Fi. Process for Office XP / MAC OSX. Rendered applications and software support, end user training, and planning for data disaster recovery operations.

Displayed proficiency in utilizing MS Office Suite, SharePoint, Concordance/ ACCESS/ Paradox Database; created customized complex Excel spreadsheets, queries, and Crystal reports in alignment to client’s requirements.

Achieved “End User Service Excellence Award” for 4 consecutive years, presented by Managing Board & CEO.


Bachelor of Arts in Computer Science

Regina Carmeli College, Bulacan, Philippines


Service Excellence Award Client Services

Client Services Excellence Award 4 consecutive years presented by CEO and Managing Board Members Pillsbury Winthrop


(PMI) PMP 4th PMBOK and 5th PMBOK Project Management

(Stanford University) Converting Strategy into Action (SAPM) Stanford Advanced Project Management

(APICS) CPIM Master Planning, Capacity Mgmt., Asset Mgmt., Purchasing, JIT, MRPII

Jira Administration

Microsoft certification: MCDST, NT Administration, Advanced Microsoft Office

Certified Scrum Master


PMI Project Management Institute Member

July 2014 to Present

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