David N Kimani

Address: **** **** **** *****

San Jose, Ca. 95125

408-***-****

ad15u1@r.postjobfree.com

SUMMARY

Helpdesk Professional with 8+ years of experience in technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security and an associate degree in Computer Systems Administration.

Worked directly with the Doctors and the Nurses at Washington Hospital; image computers and deploy as needed.

Familiar with SCCM system for imaging, diagnosing, and resolving technical issues with hardware and software/ Assist with Wi-Fi troubleshooting when needed.

Troubleshoots software and hardware failures and identifies network problems when they relate to personal (desktop or laptop) computers.

Full understanding of Call Tracking systems and ability to log/update/close tickets, prioritize issues and balance workloads bringing customer problems to full resolution. Identify incorrect process flows within the tracking system and coordinate change as appropriate.

CERTIFICATIONS

Microsoft Certifications MSDST, MCSA, MCSE and MCP along with A+ and Network+ certifications

CCNA in Process

EDUCATION

DE Anza College, Cupertino CA

A.A Computer Systems Administration, Graduated with 3.9 GPA

TECHNICAL SUMMARY

Windows Server 2008 and 2012 Administration, Office 365, 0365, Okta

IT Support relating to technical issues involving Android and iOS smart phones and tablets.

Technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security

Able to troubleshoot computer hardware issues and diagnose technical issues.

Proficiency in Apple and MAC OS Including support of the air watch, iPad, and air watch MDM(Modern device management).

Proficiency working with TCP/IP. VLAN, IP routing

Experience with 2003 & 2008 Active Directory, TCP/IP Utilities, & LAN /WAN, VPN, MS DNS, SMTP, POP3, WINS, DHCP

Experience with Seagate's Enterprise Incident Management Systems (Service Now).

Microsoft SCCM, Microsoft Office, Adobe, and Anti-virus/anti-malware utilities

Familiarity with VMWare Fusion in a Mac OS X environment

Windows Server 2008 and 2012 Administration, MS Exchange 2007 and 2012

Windows XP, Windows Vista, Windows 7, Windows Server 2008/2012,

Basic Cisco router / switch knowledge/ Maintain and configure Cisco ASA 5505

Experience with Zoom Video Conferencing & Box Cloud Storage

Skilled in Windows 7 & 10 and Active Directory, Microsoft office 365, MDM(Modern device management) NetSuite, Active Sync, SharePoint, Share sync SCCM, VMware.

Enterprise Mobility + Security; Intune/Endpoint Configuration Manager; Autopilot

SharePoint administration and NTFS

Citrix XenApp 5.0/6.5 & Duo Security or other two factor authentication

Create/Manage Active Directory accounts, groups & permissions.

Knowledge of Network/Antivirus/Storage & VMware vSphere 5.0/5.5

EXPERIENCE

SMCI/ Amgen Pharmaceuticals- South San Francisco Dec 2021- Nov 2023

Sr. IS Analysts/ Windows Administration

Perform Windows system administration for laboratory-based computer systems used to control laboratory instruments and instrument controllers.

Work closely with scientific functional groups to install, configure, test, maintain, and troubleshoot lab workstation hardware and software.

Upgrading lab IT assets from Windows 7 to Windows 10 and supporting processes to ensure proper instrument data management.

Improve on existing IT systems by studying current practices and designing modifications to align with industry best practices and to ensure scalability

Upgrade computers used to run lab instruments that need operating system and data management remediation.

Experience working with BOX, Okta, Zoom, Mimecast, SharePoint, and MDM solutions.

Manages Active Directory domain controllers and creates and modifies Active Directory, GPOs, and Local Group Policy.

Plan, facilitate and execute system/functional testing and UAT for projects and enhancements

Maintains high levels of trust with the customers of IT by following IT best practices and providing solutions that positively impact the business needs.

Researches best practices and brings forward new and innovative solutions. Provides thought-

leadership in establishing, driving, and directing a robust and innovative strategy aligned with the

company's business and productivity goals.

Serves as an expert resource to the team educating and leading the team in learning new

technologies via mentoring.

Work with third party vendors/partners to troubleshoot access issues or other application problems

Work with business units to identify, prioritize, and resolve issues impacting business users and processes

Performed with 100% compliance to GxP Standards

Performed Periodic reviews of GxP System Backups and Restore and documentation.

Vander bend – San Jose.CA January 2021 – December 2021

Desktop Support Administrator

Maintains and upgrades Desktop computers and Servers.

Maintains and upgrades peripheral computer related equipment such as printers, scanners, barcode readers, etc.

Maintains and upgrades Phone systems and computer networks.

Installs and upgrades software in Desktop and Servers, including OS, applications, and databases.

Researches and makes recommendations on hardware and software purchases.

Provides “Help Desk” function for client employees to assist in resolving hardware and software problems.

Develops and implements backup and related security strategies including network security and user accounts

Troubleshoot hardware and software problems with Apple, Windows, and Chrome devices, including desktop and laptop hardware. Build and deploy new laptops using standard deployment tools (SCCM)

Experience working with BOX, Okta, Zoom, Mimecast.

Support end user password resets across multiple services, including G Suite, and OKTA. Support and assist employees using AV systems, both on-site and remote, including CFM Hangouts, projectors, audio and videoconferencing. Assist with Zoom room AV setup for internal meetings and events.

Experience of team collaboration software such as Slack or MS Teams

Proven ability to take ownership of issues and collaborate with a global team to achieve expedient resolution

Managing inventory for hardware and software. Engages team members for support as required to ensure SLA demands are met

Vendor management, ordering of PC Equipment,

interfacing with 3rd Parties to resolve support issues

MDM((Modern device management) Software – Apple iOS Configuration & Troubleshooting. Remote Access, VPN & VDI

Active Directory, Group Policy, Exchange, and Office 365 Administration.

Inventory control and tracking of IT assets using Intune.

Azure, Intune, Apple Configurator MDM and O365 professional use.

Performs other job-related duties as assigned. Manages multiple projects without having direct supervisory responsibilities. Authored the IT playbook, standard operating procedures (SOP’s), as well as the IT tools to build the EIS emergency operation program.

A team player with a good sense of humor; a reliable, motivated, proactive and extremely organized individual who exhibits a strong willingness to learn quickly in a demanding environment. A team player with a good sense of humor; a reliable, motivated, proactive and extremely organized individual who exhibits a strong willingness to learn quickly in a demanding environment.

Ability to work independently as well as manage team projects to a deadline. Ability to prioritize workloads, multitask and manage multiple competing deadlines

Washington Hospital, Fremont, CA August 2020 – December 2020

Senior Desktop Engineer (contract)

Provide functional and/or technical support for resolution of customer problems, incidents, issues, requests, and queries. Work directly with the Doctors and the Nurses; image computers and deploy as needed.

Windows 10 upgrade project assist in the gathering and upgrade of Windows 7 desktop and laptop computers to Windows 10. Maintain records in ITSM system. Familiar with SCCM system for imaging Diagnosing and resolving technical issues with hardware and software/ Assist with Wi-Fi troubleshooting when needed.

Troubleshoots software and hardware failures and identifies network problems when they relate to personal (desktop or laptop) computers.

Maintaining an inventory of PC hardware equipment and software programs Supporting end-user applications (on-device, cloud) including Microsoft Office, business applications, and various mobile applications

Deploying end-user devices (laptops and mobile) and troubleshooting related issues

Bay Advanced Technologies – Newark, CA January 2020 – June 2020

Senior Desktop Engineer

Work closely with global managed service support team on escalated incidents and requests. Diagnosing and resolving technical issues with hardware and software. Setting up new users and deploying end-user devices and monitoring and maintaining computer systems and networks. Supporting end-user devices including Windows 7/10, Apple (Mac, iPad), mobile (Android, iOS)

Supporting end-user applications (on-device, cloud) including Microsoft Office, business applications, and various mobile applications. Supporting traditional office equipment including printers, audio visual equipment, and scanners

Keep abreast of mobility emerging technologies, trends, security and innovation. Azure Administrator, cloud computing, and conditional access.

Experience in managing Active Directory. supporting end-user devices including Configure client equipment to connect to network and/or domain resources, run necessary financial software and misc. applications.

Provide training to clients in the use of our Citrix services and VPN connectivity for remote access and to clients in the use of our Citrix services and VPN connectivity for remote access. Maintain client hardware including PC and MAC workstations and laptops, printers/scanners, mobile devices, and tablets. Troubleshoot DNS, DHCP and TCP/IP issues

Portola Pharmaceuticals – South San Francisco, CA October 2018 – December 2019

Help Desk Analyst

Plan, administer, and maintain the entire technology stack within your respective site, including workstations, computers, laptops, rugged mobile devices, security cameras, printers, copiers, security systems, phone systems, routers, switches, wireless access points, audio/video equipment, application access.

Assessing and responding to inbound IT support tickets. Document all reported issues in ticketing systems to maintain a historical record of incidents and solutions. Deploy new equipment, operations systems, and software applications.

Create knowledge base articles detailing procedures, and common troubleshooting techniques for recurring issues that can be solved by our end users.

Participate in an on-call emergency rotation schedule to provide after-hours support. Experience managing systems and deploying configurations and baselines using Microsoft Systems Center (SCCM)

Working knowledge of DNS, DFS, and DHCP. Experience managing systems and deploying configurations and baselines using Microsoft Systems Center (SCCM)

Manage enterprise Active Directory services and its supporting infrastructure including identity management, and permissions.

Vox Network Solutions – Brisbane, CA September 2017 – August 2018

Sr Desktop Engineer

High level knowledge of trouble management processes and documentation.

Performed data migration from windows XP and windows 7 to windows 10 on desktop and laptops.

Coached users on basic application and personal productivity software functions in an informal setting. Troubleshoot hardware and software in Windows/Mac environment to include system imaging, configuration, and tracking.

Working knowledge of Local Area Network, IP protocol, VPN, and desktop encryption as well as extensive knowledge of established IT and Desktop Support procedures, policies and practices.

Responds to dispatched assignments usually involving the installation, repair or maintenance of desktop computer hardware and peripherals remotely or at the customer's location.

Configuration, deployment, and support of printing infrastructure, Audio Visual devices, scanners and other common use equipment. Enterprise Chat Clients (Lync, Communicator, Skype for Business

Southern Wines and Spirits,CA November 2016 – August 2017

Sr. Desktop Engineer

Provides IT Desktop support to the relevant End-user community in the location/region based, this includes all desktop computing hardware and software and peripherals.

Makes timely and accurate diagnosis of system related problems and determining between hardware, software and network related problems, and work in conjunction with the Global Service Desk and other IT operations/engineering groups to provide resolution.

Performed data migration from windows XP and windows 7 to windows 10 on desktop and laptops.

Will be expected to take ownership for assigned incidents and problems, and contact required resources both inside and outside the company necessary to resolve the problem, with minimum supervision.

Develops/maintains support document for use by all levels of support personnel as well as end-user documentation.

Review current mobility security platform using Soti Mobi control to determine if current platform would support merging technologies, recommend changes to current to technology or implementation of new solution

Identifies and solves any problems that affect desktop computer operating systems and troubleshoots routine problems and maintenance of systems.

Trains employees and orients them on how to use computer hardware and software applications.

Maintains other relevant computer peripheral devices such as Monitors, Printers, Video teleconferencing problems.

Pneum RX June 2015 – October 2016

Sr. IT Site Coordinator

Support 80 users in users’ windows shop and Tier 1-Tier3 Support

Manage backups and disaster recovery processes.

Global Regulatory submissions, pharmaceutical development, and document management

Create ad hoc queries and reports using Crystal Reports and Excel

Support other locally hosted applications and web servers (Jira/Confluence, PHP web sites)

Maintain Processes and documentation pertaining to SOX compliance and other regulatory requirements.

Manufacturing support: PC support in a manufacturing floor, as well as assist with systems

Performed data migration from windows XP and windows 7 to windows 10 on desktop and laptops.

Engineering support: maintain servers and licensing for engineering systems (Solid works, Optics.)

Manage and maintain vendor relations and vendor service contracts related to PC’s, desktop peripherals, printers, and desktop software.

Work with local department managers and IT staff to analyze and resolve problems associated with technical issues and recommend solutions for changing needs.

Provide operations support including backup, account management, workflow, log analysis, enterprise application support, troubleshooting and service optimization.

Remote support for globally distributed employees: general support for traveling employees and employees at remote locations: email, cellphones, VPN access, etc.

Act as a resource to the after-hours Service Desk on a rotating basis.

Desktop support. Troubleshoot and repair existing PC and laptops, deploy new PCs and Laptops.

Loring Ward January 2015 – May 2015

IT Systems Administrator

Provide remote support to clients during those times when employee is not physically onsite at a client.

Utilize problem-solving skills to troubleshoot, determine the nature of the problem, and take corrective actions, as necessary.

Assist users to install, upgrade, and maintain desktop and portable computer hardware, software, printers, and peripherals.

Interact with clients, other members of the team and project managers in a positive manner to deliver on time and above standard solutions for our clients.

Interact with client vendors and support technicians when working with third party software/hardware issues.

Supported users using Bloomberg financial software.

Installed and configured excel add ins.

Use knowledge of network support, PC workstations, Mac workstations and products, software, and systems to resolve problems in a timely manner.

Maintain baseline image of standard client workstation configuration on desktop PCs and notebook computers to provide quick, effective responses to requests.

Enter all pertinent customer support information into internal Autotask CRM system and document the solution or status of the service call to comprehensively follow through on all customer service issues.

EMC Inc. – Santa Clara, CA July 2014 – December 2014

Windows System Administrator

Experience in using imaging software and building corporate desktop images in MAC OS X, and Windows environments including VM Fusion.

Completely diagnosed problems and fully support (install, troubleshoot, configure and repair) a variety of internal and third-party applications (including Google Apps) for client workstations and servers in both the desktop environments. Assist in testing applications, service packs, and patches prior to corporate wide release.

Independently implemented and installed wide-scale data communication networks (wired and wireless) for internal company needs. Fully understanding of protocols (TCP/IP and subletting), VPN, and basic commands from the command prompt (ipconfig, tracert, etc.). Troubleshoot, set, and change VLANs, ports, and subnets on switches within the WAN. Assist in testing patches and updates for networking equipment.

Full understanding of Call Tracking systems and ability to log/update/close tickets, prioritize issues and balance workloads bringing customer problems to full resolution. Identify incorrect process flows within the tracking system and coordinate change as appropriate. Assist Group Leads and/or management in identifying and analyzing SLA trends and other performance measurements. Will be responsible for the local Corporate IT Assets and it's tracking in our global asset management database.

Communicated highly technical information to both technical and non-technical personnel. Provide outstanding customer service and world class support in a large, fast paced, highly pressurized, corporate environment.

Able to implement and install Voice/Telecom systems (experience with Cisco's VoIP, NEC and/or Nortel preferred), deploy new phone and voice mail extensions. Possess a full understanding of and use commands to configure, move, add, and change telephone extensions within the same building as well as from building to building.

Troubleshoot, trace, and repair connectivity problems from the jack to the Patch/PBX panels in both LAN/WAN/WLAN and Telecom environments.

Bloom Energy Inc. – Sunnyvale, CA January 2010 – June 2014

Desktop Support Administrator

Manage and maintain Windows-based core services including Active Directory, Exchange Server, and Office Communication Server

Troubleshoot TCP/IP connectivity issues across a variety of technologies (LAN/Dial-up/Broadband/Wireless)

Create and maintain user account information (including access rights and group memberships)

Support Security Standards (anti-virus/anti-spam/firewall/patching/network access)

Diagnoses, troubleshoots, and resolves employee requests for level-2 and level-3 desktop support/ Support Windows 2000, XP and windows7 clients.

Maintained and supported client systems (Microsoft) and peripherals and Oracle data base solution.

Working knowledge working with MS Certificate of Authority CA

Execute internal training sessions for users regarding the IT infrastructure and software applications.

Provide support for mobile users who work at home, travel, or work from a remote office, using remote console software LAN Desk.

Responsible for engineering and maintaining Windows and MAC desktop images, client management systems, client security systems, printing solutions, encryption and backup solutions services and Windows 10 Deployment and Support

Maintain and secured the endpoints with application whitelisting, antivirus, or other controls Takes initiative to work, develop solutions and make technical recommendations independently.

Mobile device support including Blackberry, iPad and tablets.

Performed installation, administration, maintenance, backup, security, performance monitoring, testing, and integrity of assigned products/applications.

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