Paul Engel Senior Support Analyst

Project Management ~ Team Leadership~ Asset Management ~ Information Systems

A top-performing Senior Support Analyst with over 16 years of experience in project managing corporate information systems. Strong expertise in large team leadership and supervision, asset management, installations, migrations, and troubleshooting network- and system-related issues. Highly accomplished at delivering projects on time, under budget, and in compliance with corporate standard and regulations by driving high-level team performance and efficiency. Areas of Expertise include:

Project & Asset Management

Team Leadership & Collaboration

Strategic Planning

Client & Corporate Relations

System Migration & Security

Business Development

Software & Network Support

Troubleshooting

Staff Training & Development

Regulatory Compliance

Installations, Migrations & Upgrades

Inventory Management

Documentation

Research

Hardware & Software Audits

Deployment

Presentations & Briefings

Forecasting & Job Costing

Computer Programs: Windows, Windows Server, Mac OS X, Linux, IBM AS400, Microsoft Office Suite, Project, Visio, MS Lync, Skype for Business, SharePoint Sharegate, Lotus Sametime Connect, Ghost, Oracle, Kronos, ReportSmith, Scheduall, SAP Auto Cad, Citrix Client, Adobe Acrobat, Adobe PhotoShop, Final Cut, Autodesk Revit 2013, Autodesk Revit Architecture 2013, Autodesk Revit MEP 2013, Autodesk Revit Structure, Rhino, Maya, Norton, McAfee, Trend Micro Virus Scan Clients, VNC Remote Desktop, Altiris/Symantec System Management Console, Veritas Net Backup Data Recovery, Avaya, Alcatel, Shortel Phone Systems, SMCS, Maximo Impact, Touchpaper, Remedy, Service Now Help Desk.

Protocols: Ethernet and TCP/IP, including Rack Systems, Routers, Hubs, Cable Links, and Wireless configurations.

Professional Experience

Gensler Los Angeles, CA April 2013 – Present

Support Analyst

Conduct routine hardware and system software audits for compliance with industry standards and company policies.

Employ Microsoft tools for integration with Windows Intune to manage PCs and mobile devices from the cloud and onsite.

Provide phone support for: iPhone, Android, Windows, Blackberry, and the Shortel phone system.

Provide tablet and mobile device support for: Windows and Mac IOS.

Provide software support for: Autodesk Revit, AutoCAD, Adobe Creative Suite, Rhino, Maya, and Newforma.

Provide additional support for: Intune and Apple Configurator, Remote system Support CmrcViewr, Skype for business, video conferencing systems, Polycom, Life Size, Crestron, GoToMeetings, BlueJeans, WebeX, and Condeco Booking System.

Technicolor Home Entertainment Services, Inc. Burbank, CA October 2009 – February 2013

Senior Support Analyst

Managed the development, deployment, monitoring, maintenance, upgrade, and support of all IT systems.

Supported PCs, MACs, and all related peripherals, as well as mobile devices, smart phones, PDAs, Apple, Droid, and Blackberry products.

Performed asset and project management, leading a team of six employees.

Thomson/Technicolor Burbank, CA July 2006 – October 2009

Lead Support Analyst

Assisted in building the Thomson/Technicolor Global Service Center to be run as a self-sufficient helpdesk operated by level one and two technicians for efficient resolution and escalation or major issues and global outages.

Documented policies, procedures, and ITIL/ITSM global standards for managing information technology systems.

Provided customer support covering all technology, desktop, and system-related issues and questions.

Collaborated with the user access management (UAM) team, and maintained SOX compliancy with HR and data owners for new hires, and changes or terminations to user domain, email, or network.

Worked with the Technicolor Service Center and Global Change Management for all global system changes.

Stephen S. Wise Temple Schools Los Angeles, CA August 2002 – July 2006

Systems Analyst – Help Desk

Resolved issues related to client PC and MAC software and hardware, and monitored LAN and wireless performance.

Maintained network and server systems, tape backups, and file, print, and license servers.

Ordered computers and software as needed, within budgetary constraints.

Researched technology news and trends, and reported on necessary team upgrades and campus projects within budget.

Intel/Xircom Incorporated Thousand Oaks, CA November 1998 – February 2001

Desk Support/Analyst End User Computing

Conducted client issue troubleshooting.

Maintained on-line and off-line documentation on networks, systems, custom applications, and software issues/solutions.

Monitored LAN hardware and software.

Education & Training

Political Science UNVERSITY OF NEBRASKA, OMAHA Omaha, NE 1986-1988

Electronics PARADISE VALLEY JUNIOR COLLEGE Phoenix, AZ 1989

Electronics VALLEY COLLEGE Phoenix, AZ 1989

A+ Computer Repair Program CONEJO VALLEY ADULT EDUCATION Thousand Oaks, CA 1999

MAC X Server, Windows Server Administration, Security Plus NEW HORIZONS Los Angeles, CA 2002 – 2004

Time Management Training FRED PRYOR Burbank, CA 2003

Sharpoint Administration and Configuration Training –Denver, Colorado 2015

References available upon request.

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