Leonard A. Sturkey

****A Union St. San Francisco Ca. 94123 925-***-**** ad0vae@r.postjobfree.com

Education

****-**** **** ***** ***** University Long Beach, Ca

****-**** ********* ******* **iah, Ca

Certifications/Honors:

Bachelors Computer Science

A+ Certified,

ITIL Certified

Microsoft Certified Professional, Microsoft Office Certified Professional

HIPPA Privacy/Ethics Training Certification

HP Systems Certification

Dell Systems Certification

CAU Private, Corporate and Legal Customer Support Certification

CompTIA Network Certification

Ubiquiti Network Certification

Experience:

12/20- Present Dork Tec LLC. Silicon Valley, Ca Network Help Desk

Lead network technician, lead helpdesk technician

Managed Ubiquiti network, created VPN’s, subnets, site to site, add/remove accounts and devices

Installed and configured hardware to site network – routers, firewalls, switches, AP’s, security cameras, etc.

Onboard new users, create accounts, assign hardware, conduct orientation

Managed application servers, storage, cloud, and volume licensing

Created email accounts, security and permissions distribution

Site meeting and conference setup, execution, and management

Front-end help desk support, including knowledge base/ best practice repository

Executive 24/7 support on and off site

Hardware depot and procurement, audit and inventory

Hardware repair onsite – computers, printers, monitors, phones, and network devices

01/17- 12/17 Akamai Silicon Valley, Ca Global Technical Services

Comprehensive Mac OS, Windows, Linux Ubuntu Xenial support (Imaging/Upgrade/Troubleshooting, etc.)

Duo Security Multi-factor token support (Physical, Mobile, Bypass)

VmWare AirWatch MDM for all mobile/OSX Devices

Certificate Administration via AirWatch/manual certification

Responsible for completing IT Access terminations on the West Coast, with strict adherence to SOX compliance

SSH Key support (creation, troubleshooting)

Responsible for conducting IT portion of New Hire orientation

Developed new modules and delivered enhancements to Akamai internal site for support organization

All hardware repair – laptops, desktops, printers

01/17- 12/17 LinkedIn Silicon Valley, Ca Help Desk Administrator

LinkedIn Americas second level Network Analyst

Linux, cross platform server support, including coding repositories

Network/ Cloud/ Share Drive/ source server process and service side management

Certificates, policy, firmware, and batch management

Linux box, Mac, and PC imaging, Configuration, and deployment

Service Now SLA user ticketing system, JIRA engineer ticketing system

Front end, DNS, and repository mapping

Administrative group and profile creation Active Directory and Linux source servers

Mac/ iPhone/ PC/ Linux Box/ PDA/ Mobile/ VC support

Support through walk up bar, remote, phone, email, chat, and deskside

Immediate executive and VIP deskside support

Heavy documentation and redundant tasks into LinkedIn Learning system of record

08/16- 1/17 Ross Stores Corporate Dublin, Ca POS Help Desk Analyst

Level 2 Point of sales support 500 Ross stores

Service Now SLA ticketing system, set daily scale metrics (see attached)

Store server room, network, hardware infrastructure, peripherals, and applications support

Configuration/ setup store ISP, switches, routers, access points, registers, debit pads, scanners

Analysis and resolve through remote, phone, email, field technician dispatch

In-house support 900 users including immediate executive and VIP services and resolve

Active Directory tasks, user and group creation, add, move, change, tokens and certificates

Strict protocols, documented processes, step by steps, including perpetual new service strategies

Client and multi-vender support including parts ordering and enterprise analytics

01/16- 8/16 Grant Thornton Los Angles, Ca Support Specialist Lead

Only technician for 5th largest accounting firm in the world LA campus

Managed all service, process, and enterprise level services

Managed, coordinated, and executed major migration and refresh projects

Executed enterprise tasks, E-waste, asset inventory, and itemization projects

Defined and documented new service strategies and help desk protocols

Depot and Procurement management, parts ordering, vender supplies and shipping

Overseen network and server room operations, DNS, DHCP, switch, and router services

Audio video management including multimedia, VOIP, projectors, lecterns, and portable VC’s

Industrial printer and print server support and DNS configuration

PDA set up and configuration (iPhones, Android’s, Surfaces Pros)

Share drive setup, configuration across multiple client platforms

09/15- 01/16 IBM Playa Vista, Ca Help Desk Technician

Service and process support for IBM multi-provisioned marketing clients

Daily staff support Windows 7/8.1/10, Mac, Office 2013/2016/365 numerous client-side software tools and 3rd party proprietaries

ITIL environment service strategies and process level analytics

VOIP, multi media management and support including conference/meeting rooms, digital projectors and lecterns.

DNS printer configuration, mapping, user assignment, roller, cartridge and tray management

Backend Active Directory tasks including user and group creation, deletion, adding/removing provisional rights.

New client stage/Image creation, deployment, testing and acclimation to new users and continual refresh and migration

PDA set up and configuration (iPhones, Blackberrys) Surfaces Pros

Share drive management and mapping including 3rd party application access and provisioning.

CISCO phone configuration, set-up, assignment, orientation and management

Exchange account setup, configuration, integration, and management

08/14-09/15 Coffee Bean Tea Leaf International Culver City, Ca POS Help Desk Analyst

Point Of Sales call center for Coffee Bean Tea Leaf International

ITIL enterprise and service desk analytics

Multiple client website, network and hardware infrastructure support

Support through Altiris and Service Desk ticketing tool, desk side, Bomgar remote, phone, and email

Backend Active Directory tasks including server configuration and vender remediation, user/group creation/deletion

Heavy SQL data base management and distribution, Minor batch creation, data collection and automations.

Linux based Crystal Reports generation and facilitation

PDA set up and configuration (iPhones, Blackberrys) Surfaces Pros

Service side share drive creation and mapping including DNS print distribution and assignment

New store stage/Image creation, testing, deployment and set up of all hardware and network devices

Exchange setup, configuration, integration, and management

Conference room set up, projectors, lectern, PowerPoint management, and resolve.

2/12- 08/14 Personal Presentation International United Kingdom Help Desk Lead

3rd largest marketing firm in the Britain 100 percent ITIL environment

Over seen five-man team divided into 2 tier executive and user infrastructure support, including server, data center, net framework, and Windows GFS systems management

Over seen initial hardware and network infrastructure installation

Managed Service now ticketing system for all user, client, and vender requests and issues

Execution of service structure, documented protocol and processes for all client services

Daily correspondence with CEO/COO to identify, plan, and execute logistical projects as related to governance, risk, and compliance

On call, around the clock client support and service utilizing Service Level Agreement analytics

Request assessment and resolve through direct hands on, service desk, remote, phone and email

Virtual cloud server configuration, integration, and management for network applications and sensitive user contingencies

Multimedia video, lectern, conference, and custom mobile service and management

2/10-01/12 Hewlett Packard Monrovia, Ca Technical Solutions Lead

EDS California enterprise applications support, onsite executive management and user support.

3 tier team first point contact supporting California counties social service proprietary's both MAC and PC environment

Stringent standard protocols and heavily documented processes adhering to strict California state laws

Multi data processing on UNIX and LINUX platforms, automated tasks, and bilateral scripting

Managed third party applications and tools, OSD imaging and application packaging/ installations

Daily interaction with all 58 California counties EDS locations for specific data, case policies, logistics, record generation, and system logging of record

Intensive, time regulated State micro record and report generation with direct feed to State capital servers

Respond to service, product, technical, and customer-related issues, support of program features, specifications, repairs on current and discontinued tools and applications, products, parts and options

Dispatch onsite technicians for all counties for IMAC, and resolve

Exchange server and DNS set-up and mapping across multiple cross county platforms

GEARS user profile creation, network acclimation, and management

Perpetual testing for product improvement/quality/service -side management

05/08-02/10 Dell / WellPoint Inc. Thousand Oaks, Ca Dell Technician

Classroom trained and certified on all Dell hardware clients, peripherals and servers

Nations largest health benefits company onsite (Dell vender)

Image creation, deployment, and management utilizing Symantec Ghost and Altiris

Active Directory profile creation and management

Exchange server management, account configuration, migration and instruction

Onsite end user support through phone, email, remote access, email, and hands on

Heavy second and third party proprietary applications installation, upgrades and support

High end audio visual multimedia setup and configuration over multi platforms

Applications and tools, installs, upgrades and resolution

Printer DNS mapping, corporate and local users’ configuration

iPod, BlackBerry, PDA setup, network integration, testing and issue

07/05-12/08 Cedar Sinai Hospital Beverly Hills, Ca Helpdesk Technician

Largest private hospital nationwide

Travel between 2 campuses for repair, Maintenance, IMAC- (Install, Move, Add, Change) and break-fix services

Direct access through hands on, remote, phone and service desk

Major system wide migration to Epic medical management app and tools

Applications and tools, installs, upgrades and resolution

Heavy second and third party proprietary installation, support, and

Pick-up, transport, delivery and installation of 160 90lb printers including lifting and placement

DNS and local print mapping to 3 stand alone VPN's

Proprietary applications and tools, installs, upgrades and resolution

02/04-07/05 Kaiser Hospital Hollywood, Ca Support Analyst

End user support with EPIC software on 3 tier team

Call center, ticket desk, phone, remote access, email and service desk

Windows Server 2007 network management including connection and configuration

Heavy DNS network printer mapping, corporate and local user configuration

DNS ip creation and reserve, queue creation and group management

Administrative systems management utilizing Active Directory

Profile creation, alteration, updates, deletions, groups rights

Exchange server configuration, integration, profile management

Proprietary software and application management and support

PDA configuration, setup, issue resolution and repairs

04/03-02/04 Metro cities Mortgage Sherman Oaks, Ca Helpdesk Technician

Call center in third largest mortgage firm in the US

ticket queue management, issue resolve or escalation 50 calls daily

Analysis and resolve through phone, email, remote access, onsite help desk

Active Directory including profile and group creation add, change, delete and management

integrate 2007 Exchange server including identity and testing

Proprietary application support and tools. Issue assessment and resolution

iPod, BlackBerry, PDA setup, network integration, testing and issue

DNS and drive mapping and configuration for corporate and local users

02/00-04/03 Universal Diagnostics Labs Los Angeles, Ca COO

Account acquisition various venders either cold call or FCC regulated programs

Full gamut of various hardware, network/ infrastructure tasks and projects

System administration including disk backup, securities, storage and structured analytics

Image creation, staging, testing and deployment of various OS's and clients

Print DNS identity, creation, integration and mapping

Network management including testing, data collection, and batch automations.

Peripheral installation: Office printers, scanners, faxes, copiers, projectors.

24/7 end user support through phone, email, onsite and remotel

Exchange server identity, configuration and integration

Clients List Includes:

Los Angeles Unified School District at Charles Drew- Multi client staging, imaging and deployment, client/source testing and analysis, migration to new end user OS, faculty classroom training and literature. Desktop, hands on and remote support.

City of Long Beach- Implementation of educational software for after school program, staging, imaging, deployment. Client installation and setup through creation of faculty work groups, network patch to server.

Verizon- Assist in website design and development, coding and architecture, created script to integrate end user control panel, faculty classroom training and literature. On call helpdesk, phone and remote support.

Blessed Sacrament Hollywood Outreach- Management/support, staging/ imaging, deployment/installation of new hardware and peripherals. Sole support entire diocese. 24/7 on call, phone and remote

Reference submitted upon request

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