John White III, ad1shg@r.postjobfree.com, 323-***-****, Linkedin.com/in/jlw3602

(US citizen/ Local to Los Angeles, CA and is available for interview prior 24 hours of notice)

Overview:

Experienced IT specialist providing the best customer service and solutions to technical problems. Enjoys making people more productive. Is not afraid of the unknown. Always seeking to learn, investigate, ask questions, and listen to others. Education includes certificates in computer operations, lean methodology, project management, and AWS Cloud. Always eager to implement new technologies and provide quality solutions.

Education:

West Los Angeles College, Associate Degree in Computer Science

(Software Development Life Cycle, Data Structures, Microsoft Networking Architecture, Intermediate Microsoft Office, Windows desktop and server Administration, CompTIA A+ Test Prep, Microsoft Access, SQL, History of Computing, C++, Microsoft Visual Basic, and Assembly Language)

Certificates of Completion:

Vocational, Computer Systems and Operations Program, Institute of Computer Technology, Los Angeles.

Project Management Applications, Westside Extension at West Los Angeles College.

High Speed Project Management, Westside Extension at West Los Angeles College.

AWS: Cloud Practitioner Essentials, Amazon.

White Belt of Lean Six Sigma Methodology, SixSigma.us.

Windows 11 Administration, LinkedIn Learning.

Windows 10 Administration, LinkedIn Learning.

Windows 10 Advanced Troubleshooting, LinkedIn Learning.

Windows 10 Troubleshooting Basics, LinkedIn Learning.

Database Design with SQL Server Management Studio, Coursera.

Troubleshooting Common PC Issues for Users, LinkedIn Learning.

CompTIA Network+ (N10-008) Understanding Networks, LinkedIn Learning.

Applying ITIL 4 Foundation Concepts, LinkedIn Learning.

Introduction to Service Management with ITIL 4, LinkedIn Learning.

Work Experience:

Citizen Watch Company, Torrance, CA Feb 2020 – Present

IT Operations Help Desk, Full Time

Responsible for assisting operations across 3 sites (New York, California, Ontario Canada) supporting helpdesk, administration, ERP platforms, and internal support of the company's PCs & Macs, phones, printers, servers, and related systems. Projects and tasks include supporting both in-office and remote end-users, tracking licenses, performing PC maintenance, upgrades, and configurations, setting up hardware and software, and other duties as assigned.

●Provides KPI reporting to IT stakeholders for IT Support responsibilities.

●Creates, maintains, and monitors service ticket SLAs for all customer interactions through to closure.

●Maintains support & assists end-users, local, & remote in a professional & courteous manner.

●Provides escalated support for all executive staff with Windows, MacOS & iOS devices.

●Creates, schedules & deploys ERP (Microsoft Dynamics. – NAV) job schedules for the IT Department.

●Assists with deployment of PC equipment maintenance, upgrades, & patches.

●Supports after-business hours support and emergencies.

South Coast Air Quality Management District, Diamond Bar, CA Jun 2019 – Jan 2020

Information Technology Specialist, Contractor

Completed project imaging 350 Microsoft Surface laptops using Windows Deployment Toolkit. Provided technical support on the use of computers, hardware, software, network, mobile, related technologies, and equipment; installed, configured, and maintained software, hardware, and phone systems; and performed related work as required.

●Performed hardware break/fix, desk side support for 500 workers, inventory management, and printer set up.

●Helped set up A/V equipment including TV monitors, WebEx streaming, and iPad kiosks for public meetings.

Gardena Memorial Hospital, Gardena, CA Feb 2019 – May 2019

Help Desk Technician, Contractor

Completed project migrating 100 computers from Windows 7 to Windows 10. Provided remote and desk side support for administrative staff, doctors, and nurses. Created up to 20 Active Directory accounts for temporary users weekly.

Arecont Vision Costar, Altadena, CA Apr 2017 – Jan 2019

Product Support Specialist, Full Time

Helped customers save money by troubleshooting their networked IP camera installations and provided first-hand technical phone and remote support for clients experiencing desktop and IT/CCTV-related issues.

●Resolved hardware issues, upgraded software, and provided general IT/CCTV support.

●Researched and identified solutions to software and hardware issues.

●Diagnosed technical issues, including account setup and network configuration.

●Asked customers targeted questions to quickly get to the root of the problem.

●Tracked computer system issues through to resolution, within agreed time limits.

●Talked clients through a series of actions via phone until they have solved a technical issue.

●Provided prompt and accurate feedback to customers.

●Referred to internal databases or external resources to provide accurate tech solutions.

●Ensured all issues were properly logged through JIRA.

●Prioritized and managed several open issues at one time.

●Followed up with clients to ensure their IT systems were fully functional after troubleshooting.

●Documented technical knowledge in the form of notes and manuals for Self Help Knowledge Base.

●Maintained good relationships with clients.

Fox Sports, Los Angeles, CA Aug 2016 – Apr 2017

Help Desk Technician, Contractor

Provided employees, executives, and On Air TV Personalities with white glove treatment. Was able to remotely troubleshoot Mac OS and Windows desktops using Bomgar remote software.

●Logged, updated, monitored, and followed up on support request in the Service Now ticketing system.

●Functioned as an escalation point for other technology support team members.

●Managed and prioritized tasks efficiently, and with the required level of quality.

●Worked directly with the wider technology team on special projects, deployments, and cybersecurity initiatives.

Loyola Marymount University, Los Angeles, CA Nov 2015 – Jul 2016

Help Desk Technician, Contractor

Assisted administrative staff, instructors, and students with access and connectivity issues.

●Provided both on-site and remote Tier 2 technical support to faculty and staff for desktops, laptops, and mobile devices in a mixed Mac and Windows environment.

●Was able to troubleshoot and resolve software issues in both MacOS and Windows environments, including Office 2013 support, printer driver installations, operating systems upgrades and software installations.

●Ensured customer satisfaction and provided professional customer service.

Additional Experiences and Interests:

Experienced with Active Directory administration, Office 365 and Adobe licensing.

Works effectively within a team to achieve set goals.

Practiced at paying attention to details.

Experienced with creating SOP documentation and checklists.

Excels at developing professional and effective working relationships with customers and stakeholders.

Clearly and accurately communicates processes and procedures verbally and in writing.

Started career as a helpdesk intern at Disney Studios and later repaired computers for UCLA.

Worked in the Space Shuttle program as a data technician managing a NASA data center.

Loves Los Angeles area sports teams, coin collecting, bass guitar, classic cars, and the Star Trek Universe.

Contact this candidate