Jerry Lopez

**** ***** ***** ***** *** Jose, CA *5133 408-***-**** acxqo6@r.postjobfree.com

OBJECTIVE:

To find a position that fits my qualifications in a company in which there are opportunities for self-improvement and development.

SKILLS & SOFTWARE:

Software Installs/Troubleshooting

Windows 7/8/10

Microsoft Office Suites

MAC/Win Imaging and Data Migration

Casper Remote 8.6.1

ITSM; BMC Remedy

Excellent Customer Service

Self-starter and motivated

Training and mentoring team

Personal, technical, coping and project leadership

Server Hardware Support

Nagios

A+ Certified

NAIP Certified

NCDA Certified

Networking Knowledge

IBM/Dell/HP Mobile/Desktop Certified

EDUCATION:

Heald College, School of Technology, San Jose, California

Associate Degree in Applied Science, Computer Technology

February 2000

PROFESSIONAL EXPERIENCE:

Lockheed Martin/Maintech, Sunnyvale, CA Jun 2015 - Present

Deployment Lead-End User/Customer Support

Install, upgrade and support desktops, laptops and mobile devices

Schedule system back-ups and recovery

Image systems using SCCM 2012/Casper

Manage, troubleshoot, and resolve hardware and software issues for computers & mobile devices

Install software using Microsoft Software Center/SCCM Device Management Tool/Casper Remote

Provide hardware support on Dell/Lenovo/HP

Diagnose and resolve problems associated with software and operating systems

Supervising 6 technicians

Managed ITSM; Remedy

Manages day-to-day operational aspects of a project and scope

Addressed customer and associate concerns and provided decisions and resources that facilitated problem resolution

Reviewed records and reports that determined compliance with company operational expectations

Ability to effectively prioritize and execute task in high-pressure environment

Avago/Maintech, Milpitas CA Jun 2009 - Jun 2015

Systems/Storage Management/Data Center Technician

Provided maintenance of all racked hardware, IBM/HP/Dell/Sun/Quantum Libraries and Netapp/Engenio storage systems

Dell iDRAC and IBM IMM experience

Installed network switches, storage equipment, PDU’s, cat5 and fiber cables

Performed decommission process on all obsolete hardware

Daily storage tape rotation

Netbackup

Santricity

Managed Action Request System

Netapp/Engenio racking and cabling

Lockheed Martin / Maintech, Sunnyvale CA Aug 2000 - Jun 2009

Customer Support / Engineer

Managed Action Request System

Manages day-to-day operational aspects of a project and scope

Troubleshoot desktop and computer related problems including hardware, software and peripherals and related equipment and determines severity of problems and resolves or refer to the appropriate staff or vendor.

In the forefront of developing IT deployment process improvement

Improved efficiency by working closely with my team and MDI teams to eliminate wasteful practices

Managed Warranty Administrative Processes through IBM/Lenovo E-claim and HP (RMA)

Managed inventory of stock and equipment

Supervised up to 15 employees

Addressed customer and associate concerns and provided decisions and resources that facilitated problem resolution

Reviewed records and reports that determined compliance with company operational expectations

Ability to effectively prioritize and execute task in high-pressure environment

Effectively communicated project expectations to team members and other teams in a timely and clear fashion

Liaise for MDI Lockheed managers and team members

High tolerance for surprises, uncertainty, and ambiguity

Configured and installed new computers using standard software image and packages (Ghost/Altiris/SMS)

Provided hardware/software support in 24hour RTS environment

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