Lance Le

626-***-**** • ad1ki8@r.postjobfree.com

SUMMARY

•Knowledgeable and experienced in troubleshooting hardware, software, network peripherals, workstation, laptops, and SLA maintenance for a large, enterprise-wide LAN/ WAN environment

•Knowledge of LAN/WAN networking routers, switches, and wireless network protocols TCP/IP, HTTP/S, DHCP, DNS, WEP/WPA WiFi, VPN, VLAN, VMWare workstation, Wireshark, SolarWinds Orion, Xpress Desktop, NeXDGen, Active Directory & Group Policy (GP)

•Knowledge of Google Suite Cloud, Microsoft Azure Cloud, Exchange, O365, Adobe, EUC data transfer, and setup network connectivity.

•Demonstrated ability to diagnose repaired, installed, upgraded, and maintained network system, PC refreshes, Break-fix, desktop, laptops, printers, faxes, video conference equipment, and scanners.

•Knowledge of SCCM, USMT, Windows Server, Small Business Server, MAC iOS, Micros POS, Avaya, Cisco VOIP, Zoom, Citrix etc.,

•Working knowledge of PC/MacOS, iOS, and Android OS, Airwatch, InTune, Mobile Device Management (MDM) and software applications and a basic understanding of networking fundamentals

•Demonstrated ability to diagnose, troubleshoot, repair PC/MAC software and hardware issues.

TECHNICAL SKILLS

Win 10,11 Active Directory, Amazon AWS (Workspace) Google Suite Cloud, Microsoft Azure Cloud, VMWare, OKTA, SSO, MFA, RSA, Global Protect VPN, Cisco AnyConnect VPN, Cisco Unified Communications Manager (UC), MacOS, iOS, and Android OS, Microsoft Office 365, SCCM, SharePoint, Cisco WebEx, Zoom, Citrix, RingCentral, Stellar Data Recovery, Xpress Desktop, NeXDGen, Symantec Ghost, Microsoft Deployment Tool (MDT), Outlook, Skype for Business, Microsoft Teams, Google Slack, Asana, iPhone, iPad, Android devices and PC’s & MAC JAMF Pro.

Ticketing Software: Peregrine Service Center 5.1/6.1, & Remedy 7.6 ITSM, LANDesk Service Desk 7.5, Samanage, Freshdesk, Service Now SPARC, Jira Cloud Atlassian

Remote Tools: Symantec PCAnywhere, Techinline, TeamViewer, GoToAssist, Dameware, UltraVNC, BOMGAR, ConnectWise Control

EDUCATION

University of Phoenix Pasadena, CA

B.S., in Business Information System

Keller Graduate School of Management, Pomona, CA

M.B.A., Master of Business Administration, Emphasis: Finance

Graduate Certificate in Financial Analysis

K21Academy - Learn Cloud Technologies, Online Studies

Microsoft Azure course work

Certifications

ITIL Certificate, Sept 2015

Deploying and Managing Win10 Using Enterprise Services, Dec 2018

CompTIA A+

CompTIA IT Operations Specialist CIOS

CompTIA Secure Infrastructure Specialist CSIS

CompTIA Network+

CompTIA Security+

Microsoft Certifications

Azure Administrator Associate AZ-104

Azure Developing Solutions for Microsoft Azure AZ-204 in progress

EXPERIENCE

MONDO/Addison Group

Warner Bros Games 07/18/22 - Present

Associate IT Support Analysts

•Provide tier 2, and 3 level IT support in person, telephone, email, and remote assistance for executives’ leadership teams and end-users, diagnose troubleshoot, various hardware, software applications on workstations, laptops, tablets, network printers, scanners, and login connectivity issues, including operating systems, H/W and S/W, VPN connectivity and other network devices/peripherals equipment

•Support software applications for Okta, Jira, O365, Box, Zoom, Aspera, Confluence, Adobe, SCCM, Amazon (AWS) AD, create new user accounts, ensuring appropriate user permissions are assigned in compliance with established security protocols.

•Daily support calls approximately 100+ end users, ensuring requests are processed well within company established deadlines (SLA’s)

•Imaging PCs, laptops, installed and configured operating systems and application software using SCCM console management, use of Amazon (AWS) active directory and Microsoft exchange create, edit and maintain user accounts, mailboxes, mail contacts, distribution groups, organizational units, and access permissions.

•Create new users and permissions, update user credentials add to local user and groups, and troubleshoot some group policies in AD

•Provide support and managing user profiles, security policy, upgrade and patch installations, backups, antivirus, firewall, install in a virtual environment, install and managing systems, etc.

•Proactively responds to potential equipment issues to prevent unplanned interruption of company business operations

COGNIZANT TECHNOLOGY SOLUTIONS 06/30/21 - 07/08/22

GILEAD SCIENCES Pharmaceuticals, Inc.

Senior Systems Executive (MSP)

•Assist with remote and onsite technical support for SLT senior leadership teams and EU end-user, diagnose troubleshoot, repair, install, and maintain computers and network equipment, research and troubleshoot computer network system issues, including operating systems, H/W and S/W, VPN, connectivity, server, printers, and other network devices/peripherals, both remotely and onsite.

•Install, configure, and support Windows workstations, laptops, virtual workstations, mobile phones, Cisco VOIP products, servers, backup systems using USMT, and troubleshoot network issues, Port testing, Bandwidth monitoring, Shared drive issues, etc.

•Troubleshoots complex end-user computing problems by determining root cause and proposing solutions

•Responsible for setup laptops, desktop imaging, software configuration, patching, data transfers, deployments, and setup new users verify permissions, access levels and enterprise applications, track record and maintain regional IT asset inventory in the GIS asset management system

•Monitor and update SPARC Service Now incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, SLA, logging daily activities and documenting solutions

•Incident Management - Responding, tracking, resolving, and reporting of escalated/assigned tickets as per the Service Level Agreements (SLA) and Key Performance Indicators (KPI)

•Adhere to the End User Computing policies (including desktop group policies), standards, and procedures for hardware and software

•Troubleshoot Citrix, Outlook & VPN and Printers & Network Drive Mappings Ensuring machine is patched to current levels and encrypted

•Provide support and managing user profiles, security policy, upgrade and patch installations, backup, antivirus, firewall, install in a virtual environment, install and managing systems, etc.

•Imaging PCs, laptops, installed and configured operating systems and application software, and recommended antivirus and security procedures and tools. Performed periodic backups as part of the client's business continuity strategy. Trained users in equipment and application use

•Proactively responds to potential equipment issues to prevent unplanned interruption of company business operations

CURATIVE 1/28/2021 - 5/14/2021

IT Support Specialists

•Provide remote and onsite technical support for end-user, diagnose troubleshoot, repair, install, and maintain computers and network equipment, research and troubleshoot computer system issues, including operating systems, H/W, S/W, networking, VPN, connectivity, server, printers, and other network devices/peripherals

•Support faculty, staff, affiliates, and guests, both in person and remotely via email, phone, or remote-control apps.

•Utilize endpoint management tools (Google Cloud Suite, Microsoft Azure AD, Office 365 admin etc.)

•Using Jira ticketing system to respond to incoming service request and e-mails regarding problems with computers, associated hardware and software issues.

•Performing diagnostics and resolving WiFi, VPN connections; support of mobile wireless devices, troubleshooting and maintaining laser printers, handheld scanners, and Zebra printers

•Responsibilities include imaging and configuring laptop notebooks, Tablets, Google Chrome Book, PCs, MacBook that are required to fulfill incidents, and refresh projects.

•Supports and maintain user account using Google cloud, Microsoft Azure AD cloud, Office 365 admin cloud, Adobe admin cloud

•Process Jira tickets to meet or exceed SLAs also activate and deactivate user accounts as needed

•Work on-call rotation as needed.

STEFANINI GROUP 8/20/18 - 01/6/2021

GILEAD SCIENCES Pharmaceuticals, Inc.

Sr. Deskside Technician (MSP)

•Assist with remote and onsite technical support for SLT senior leadership teams and EU end-user, diagnose troubleshoot, repair, install, and maintain computers and network equipment, research and troubleshoot computer network system issues, including operating systems, H/W and S/W, VPN, connectivity, server, printers, and other network devices/peripherals, both remotely and onsite.

•Install, configure, and support Windows workstations, laptops, virtual workstations, mobile phones, Cisco VOIP products, servers, backup systems using USMT, and troubleshoot network issues, Port testing, Bandwidth monitoring, Shared drive issues, etc.

•Troubleshoots complex end-user computing problems by determining root cause and proposing solutions

•Responsible for setup laptops, desktop imaging, software configuration, patching, data transfers, deployments, and setup new users verify permissions, access levels and enterprise applications, track record and maintain regional IT asset inventory in the GIS asset management system

•Monitor and update SPARC Service Now incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, SLA, logging daily activities and documenting solutions

•Incident Management - Responding, tracking, resolving, and reporting of escalated/assigned tickets as per the Service Level Agreements (SLA) and Key Performance Indicators (KPI)

•Adhere to the End User Computing policies (including desktop group policies), standards, and procedures for hardware and software

•Troubleshoot Citrix, Outlook & VPN and Printers & Network Drive Mappings Ensuring machine is patched to current levels and encrypted

•Provide support and managing user profiles, security policy, upgrade and patch installations, backup, antivirus, firewall, install in a virtual environment, install and managing systems, etc.

•Imaging PCs, laptops, installed and configured operating systems and application software, and recommended antivirus and security procedures and tools. Performed periodic backups as part of the client's business continuity strategy. Trained users in equipment and application use

•Proactively responds to potential equipment issues to prevent unplanned interruption of company business operations

ROBERT HALF TECHNOLOGY 6/4/18 - 8/17/18

ALL COVERED, IT SERVICES FROM KONICA MINOLTA - Field Service Engineer (MSP)

•Travel throughout an assigned territory providing IT solutions to various companies and job sites and provide on-site technical assistance to troubleshoot, repair, install, and maintain computers and network equipment

•Responsible for on-site installation, implementation, maintenance, and repair of company and multi-vendor systems which may include hardware, software, and networking products as well as operating systems

•Provide end-user support and maintain IT hardware and software, servers, PC’s, laptops, workstations, and mobile phones, printer/copiers, Windows operating systems, applications software, LAN/WAN, Wireless, VoIP phones

•Provide support and managing user profiles, security policy, upgrade and patch installations, backup, antivirus, firewall, install in a virtual environment, install and managing cloud systems, etc.

•Image PCs, laptops, installed and configured operating systems and application software, and recommended antivirus and security procedures and tools. Performed periodic backups as part of the client's business continuity strategy. Trained users in equipment and application use

•Proactively responds to potential equipment issues to prevent unplanned interruption of customers' business operations

ITC IRVINE TECHNOLOGY CORP 4/30/18 - 5/25/18

SCAN Health Plan - Desktop Deployment Technician

•Assist with the deployment, migrating, configuring and upgrade Lenovo laptops, HP workstations 15 new setups a day and the roll-out of approximately 250 computers.

•Staging equipment for build imaging Win 7 using Microsoft Deployment Tool (MDT) and Transwiz Pro, backup and transfer of end user’s profile data, and install software applications, check network connectivity, setup network printer

•Provide User with in-depth detail in regard to the arrival of the new machine and deployment dates via e-mail and phone

•Backed up/restoring user’s data and assist the user in resolving computer related issues and orientation of new equipment as deployed

•Disassembled PCs for recycling when required, reducing overhead waste and spending

SUPERIOR COMMUNICATIONS, INC 9/29/16 - 4/13/18

Technical Support Technician

•Assist with day-to-day onsite remote technical support for end-users and configure, and troubleshoot laptops, desktop workstations, servers, network equipment and Avaya VOIP phone systems

•Setup new users accounts, verify permissions, access levels and enterprise applications maintain user account information including rights, security, and systems groups.

•Assist with installing, testing, troubleshoot, maintaining and repairing company and multi-vendor systems which include hardware, software, wireless devices, and networking peripherals, Audio/Visual equipment’s

•Performing diagnostics and resolving WiFi, VPN connections; support of mobile wireless devices, troubleshooting and maintaining laser printers, handheld scanners, and Zebra, Datamax O’Neil printers

•Manage MS Active Directory, Hyena, MS Exchange, VMware vSphere client account

•Responsibilities include imaging and configuring Thin Clients, PCs, MacBook that are required to fulfill incidents, IMAC, and Refresh projects

•Assisting with daily break-fix repairs of laptops, desktops, MacBook laptops, Nortel, Avaya VOIP phone systems

•Process daily tickets to meet or exceed SLA’s

•Record, track and maintain regional IT inventory management of software licenses, software, hardware, and other IT supplies

APEX SYSTEMS, INC 7/5/16 - 9/28/16

ST JOHN’S PROVIDENCE HEALTH & SERVICES - Technical Support Specialists II

•Worked on all phases of the EPIC migration project from assessment, validation, configuration, installation, and support of end-users in all phrase of the project.

•Staging equipment for build imaging activity, backup and transfer of end user’s profile data, and install software applications, check network connectivity, setup network printer and or local printers assign to appropriate users with print authorization etc.,

•Assessment of PCs to meet EPIC requirements, coordinate all equipment and installation logistics

•Image and validate PC’s and laptops, restore user’s data and ensure functionality.

•Audit deployment inventory, reconcile purchase orders with packing slips received, investigate discrepancies and report to Manager.

•Coordinate and manage timelines and distribution schedules of EPIC deployment equipment to the different health care facilities within the California region.

ARTECH INFORMATION SYSTEMS LLC 3/16 - 6/2016

KAISER PERMANENTE - Workstation PC - iPhone Deployment Tech

•iPhone mobility team lead supervises 4 technicians to instruct medical physicians on setting up and configuring iPhones.

•Deploy 500+ iPhones to hospital staff and physicians.

•Training and assisting the medical physicians, nurses, ancillary and technical staff on setting up iPhones and troubleshoot issues related to clinical apps

•Provided on-site support after deployment for 500+ iPhone end users include multiple clinical apps - Mobile iron, Epic Haiku, Citrix Receiver, RSA Token, Web@Work, Vidyo, Verizon Universal ID, DynaMed, Cortex

•Support clinical applications and validate those applications when new versions are released for compatibility

•Providing tips and suggestions to better utilize mobile devices to staff members

•Working knowledge of identifying software issues and troubleshooting iOS issues

•Able to identify the root cause of wireless/cellular issues on mobile platforms

•Provide quick fixes/workarounds to get mobile devices reconnected

•Familiarity with activating/using hotspots provided by mobile devices to create Ad Hoc networks

•Work with vendors to add/change/remove troubleshoot mobile account issues

EQUIS LLC 10/15 - 2/29/2016

LUCKY BRAND - Service Desk Analyst

•Work with a small IT team to assist with on-site and remote support for 500+ corporate end-users, 250+ retail stores, and two corporate offices

•Install, update, configure, troubleshoot Micro’s retail POS systems, iPad, iPods, POS printer’s, handheld scanners, VeriFone pin pad, network connectivity and web-based applications, hardware and software

•Monitor SolarWinds Orion for networking issues for corporate and retail stores

•Utilize Active Directory for account move/add/change assign users and computers to proper groups with certain rights

•Perform hardware break-fix and software upgrades for iPads, iPods, desktops, laptop, as required

ROBERT HALF TECHNOLOGY 10/27/14 - 9/30/2015

OPTERRA ENERGY SERVICES - Desktop Support Specialist

•Assist with on-site and remote support for three mid-size offices Pasadena, Orange and Riverside locations for 100+ end users and off-site locations

•Maintains problem status/resolution information in ticketing system Arsenal TeleDynamic’s web database.

•Installs and configures desktops, laptops, printers, phone handsets, cell phones, video conferencing equipment, scanners, iPads, iPods, iPhones, PDA’s, Access Control System software OnGuard v6 also various network-connected equipment and proprietary software

•Assists identify the cause of and resolving software, peripheral equipment, mobile devices and network connectivity issues etc.,

•Assists in maintaining LAN/WAN and MITEL (VOIP) telephone systems etc.

ROSE INTERNATIONAL 12/2012 - 9/2014

KAISER PERMANENTE - Workstation PC Refresh Technician

•Provided on-site and remote support for 1000+ end users include off-site locations within the servicing areas

•Staging equipment for build imaging activity, backup and transfer of end user’s profile data, and install software applications, check network connectivity, setup network printer and or local printers assign to appropriate users with LWS print authorization etc.,

•Participates in maintaining, testing and updating all PC deployment images.

•Assist with Windows XP to 7 migrations 10-15 desktops, laptops and workstations refresh daily (GOW, Shared Utilities, Wireless Cart and OPPR Outpatient Pharmacy Replacement Program systems etc.,)

•Process remedy SLA incident tickets dealing with the service request, work orders to reflect refresh activity, and preparing the replaced asset for disposition

•Updating remedy service request, work orders to reflect refresh activity logging in new and old computer service tags etc.,

•Performs break-fix end-user desktop, printers, scanners and telephone equipment and various related issues according to ECS services support policies.

•Tests and distributes security patches to clients; remediate any threats to the desktop environment (i.e., virus, spyware, malware, etc.).

•Verifying user operations capabilities; access to the internet/intranet, email and data migrations

•Participates in rollouts of new software/hardware to ensure consistency in ECS technical standards.

•Participates in recovering assets and updating Asset Management through Data Analytics in LANDesk

ENVY RESOURCES 9/27/10 - 11/2012

FARMERS INSURANCE GROUP - Client System Engineer L2

•Provide remote and on-site support for 18000+ end-user including troubleshooting workstations hardware, software, e-mail, VPN network connectivity and peripheral equipment problems; makes repairs and corrections where required.

•Using Peregrine Service Center to manage records of daily SLA ticket transactions problems and remedial actions taken, and support activities.

•Assisted with Windows XP to Windows 7 migration deployments of 250+ PCs for multiple locations and provided technical assistance and support for the local user and remote users nationwide.

•Improved clients’ operations by completing a wide-scale replacement of outdated workstations, laptops; perform data transfer of files from old to new PC’s, and perform desktop and laptop refreshes, and OS migrations.

•Recovered numerous lost files of critical information due to malware, spyware, viruses, and damaged hard drives

•Assists end-user troubleshooting in house software applications CRN, Heart Web, CCC Pathways, Xactimate, Lotus Notes upgrades and peripherals such as printers, scanners, and related issues, etc.,

BDJ Computer Services 3/10 - Independent Contractor

MAC/PC Technician

Independent Contractor

•On-call freelance work for private clients, and small businesses, in the Los Angeles and Orange County areas

•Repairs troubleshoot hardware and software MAC’s, PC’s, iPhone, iPad, mobile devices

•Set up, configure, troubleshoot LAN/WAN, wireless network, setup printers, scanners, video equip and phones

•Troubleshoot MAC OSX & Windows OS, hardware and software problems, repair of problems, and complete system reconstructions, operating system re-install backups, and software re-installation. Spyware / adware removal / anti-virus installs programs

•Diagnose, troubleshoot small to medium home and office network, design, and installation/upgrades

•Break-fix services and solutions on various client products including desktops, laptops, televisions, printers, and home networks

Contact this candidate