IT Desktop Support

Jose Romeo “Bobby” S. Mariano

**** ************ ****** #***, *** Mateo, CA 94404

Email: *************@*****.*** / Home: 650-***-****, Cell Phone: 415-***-****

S U M M A R Y

Possess extensive knowledge, skill, and proven experience in the field of computer/application support, helpdesk (1st & 2nd levels), installation, and administration. Extensive experience in Windows Network, Application support & administration, computer equipment installations, & troubleshooting in a Corporate Environment.

E X P E R I E N C E

August 2016 – April 2017

Harley Ellis Devereaux Architects, San Francisco, California.

IT Support

Serves as Onsite support for Windows7/Windows8/Windows 10 environment. Supports 50+ users on MS Surface laptop, HP laptops, and HP Desktops. Perform system maintenance/updates on PCs to resolve performance issues. Troubleshoot and resolve user issues with Outlook 2013/2016, Office 2013/2016 Suite, Office365, Adobe Suite, Webex, Skype for Business/Lync 2016 Meetings/IM & Skype for Business and Polycom (Lync) Phones, Cisco Anywhere Security Mobility Client, Newforma Project Center, Deltek Vision and VPN. Reset network passwords via Active Directory tools. Grant access to network resources via AD groups. Resolve network access issues. Re-image laptops/desktops. Stage HP Proliant Servers if needed. Support Video conferencing network and Skype for Business conferencing system in the SFO office. Provide IT orientation with new employees. Setup Monitors, desktops or Laptops and docking stations at user desks. Assist with end-user moves. Perform ad hoc training for users. Assist w/ configuring iPads and iPhones for access to Corporate Emails, etc. Restore files from Nasuni backups. Create/resolve tickets submitted via HED ticketing system. Liaise with vendors regarding equipment warranty repairs. Monitor the IT environment to ensure optimal working conditions. Install Design applications (Revit, AutoCAD, Rhino5 3D, Sketchup) . Keep track of IT assets/equipment. Coordinate IT setup for project meetings. Support and troubleshoot other offices (users) via phone/Windows Remote assistance or GotoAssist. Troubleshoot suspicious activities generated by the Kaspersky Antivirus software and coordinate further investigation by Digitrust Group.

May 2011 – Aug. 2016

PERKINS+WILL, San Francisco, California.

IT Site Infrastructure Support

Serves as 1st & 2nd level Onsite support for Windows7/Windows8/Windows 10 & OSX platforms. Support 100+ users on ThinkPad laptops, HP Desktops and Apple Mac Pro laptops. Perform system maintenance/updates on PCs to resolve performance issues. Troubleshoot and resolve user issues with Outlook 2013/2016, Office 2013/2016 Suite, Office365, Adobe Suite, GoToMeeting, Skype for Business/Lync 2013 Meetings/IM, MAC Office & Skype for Business(Lync) Phones, Cisco Anywhere Security Mobility Client, Newforma Project Center, Deltek Vision and VPN. Create Windows Network/Email accounts. Reset network passwords via Active Directory tools. Grant access to network resources via AD security groups. Resolve network connectivity issues. Re-image laptops/desktops. Support Video conferencing equipment in the SFO office. Provide IT orientation with new hires. Setup IT eqpt at user desks. Assist with end-user moves. Perform ad hoc training for new users. Support and troubleshoot other offices (users) via phone/Windows Remote assistance or TeamViewer. Assist w/ configuring iPads and iPhones for access to Corporate Emails, etc. Restore files from DFS/Nasuni backup. Create/resolve tickets submitted via JitBit ticketing system. Liaise with vendors regarding equipment warranty repairs. Monitor the IT environment to ensure optimal working conditions. Install Design applications (Revit, AutoCAD, Rhino5 3D, Sketchup). Do Project Site visits to assess remote user’s needs and troubleshoot issues. Keep track of IT assets/equipment. Coordinate IT setup for meetings. Participate in projects as needed.

July 2006 – Dec. 2010

CHEVRON Corp. San Ramon, California.

Service Desk Technician & Technical Support Analyst @Global Marketing

Serves as 1st and 2nd level Service Desk Technician & On-site Support for the WinXP (GIL2), later Windows Vista (GIL3) platforms. Supports 400+ end-users in a corporate environment (onsite and remote). Deploy/install HP desktops and ThinkPad laptops. Assist with end-user moves. Troubleshoot various complex hardware & software issues with laptops, desktops, local/network printers and other computer peripherals. Resolve user problems with various applications like Outlook 2007, IE, Office 2007, Wireless, VPN, Offline email/files synchronization, networked and personal printers issues. Install/Re-install multiple application and software for various user as needed. (Vista, Office 2007. IE 7.0, Adobe Pro, Sophos, Symantec). Re-image desktops/laptops. Do remote troubleshooting for off-site and home-office users. Assist/verify for users new computer equipment requests including local printer and cellphones devices. Approve/Grant File Share access by using AD security groups. Update/Research system documentations. Conduct adhoc training for end-users. Resolve network connectivity issues. Use BMC/Remedy Incident Management application to track cases. Participate in projects as needed.

April 2006 – June 2006

MERVYNS, Hayward, California.

Data Analyst/Information Security

Implement new security profiles on the JDA-MMS, Retail Ideas, Allocation Lawson and APM. Create new user accounts for new users. Assign user to appropriate security groups based on user’s job requirements. Update security profiles based on new requirements. Troubleshoot/research problems to the above applications. Monitor/respond to email/inquiry/issues that are escalated to the Team mailbox.

Jan 2005 –Feb 2006

ORACLE (PeopleSoft)

AIT Application Support

Served as the 2nd level Application Support for Legacy PSoft Network/Applications (like PSoft 8.2 Financials). Create/Update PSoft Network/Active Directory accts. Assign users to AD security groups to grant additional access rights to the network. Troubleshoot login/access issues with remote VPN users into the Network and Legacy applications. Setup new accts for access to PSoft LNotes apps. Troubleshoot LNotes DB access problems. Grant access and troubleshoot issues with regards to Documentum Archival/Imaging Systems. Work on pending service requests/tks assigned to the group. As part of the Oracle AIT Security team, responsible for approving access to Oracle AIT personnel to Production, Test and Development environment/servers. Team reviews Apps IT access service requests for correctness and adherence to established AIT procedure and guidelines.. Approves/grant access or escalate service requests to grant the access. Used VantiveNStar and later Oracle TeleService for tracking trouble tickets or service requests (SR). Escalate SRs if needed. Windows XP/2000, LotusNotes, Outlook, MS Office.

June 2001 – Dec. 2004

PEOPLESOFT, Pleasanton, California

Application Security Support

Served as the Application Security Admin/Support and 2nd level Help Desk coordinator for the PSoft Enterprise Data Mgt Group at the PSoft Call Center. Grants, update and delete user access to the applications RVDB (TE, Projects, AssetMgt/Billing), & Financials (FSDB) systems, and Web based (PSynergy 8.2). Grants/Updates access to PeoplePlanet, Webex, 2Way, NStar & Webcast apps. Updates security roles/profiles as new functionalities are added/deleted. Troubleshoot the different problems associated with the user access within the Financials/Revenue System. Manage and resolve all the tickets assigned to the EDM application support team. Create VPN/SecureID acct and Ipass for remote access. Create LNotes email accts, and Distribution List. Update/Rename LNotes PersonDoc/Distribution Lists. Create/Update Network/AD accts. Updates Network/Active Directory profiles for new users. Troubleshoot Lnotes/AD acct access problems. Used NorthStar/Vantive 8.5.5 for Customer Support/ Service & Ticketing, Windows2K & Lotus Notes R5 as Email. MS Office.

E D U C A T I O N

B.S. Electronics and Communications Engineering

University of Santo Tomas, Philippines

Contact this candidate