CONTACT

949-***-****

ad26j4@r.postjobfree.com

PROFILE

I am an experienced Desktop

Support professional with over 8

years of experience, working with

Windows 10/11 and Apple

environments as a tier 2/tier 3 level

engineer, both for business

environments and multimedia.

TECHNICAL SKILLS

Expert Level

Service Now, Jira, Cisco

AnyConnect and FortiClient, Active

Directory Administration, Citrix,

Cisco Jabber, Cisco VPN: Any

Connect, VOIP, Genesys Cloud,

Encryption: Bit-locker.

Proficient Level

Remote Support: Teams, Remote

Anywhere, Altiris, Beyond Trust.

Exchange administration, SCCM:

asset management, software

deployment. Citrix Secure Hub,

AirWatch, Intune, OKTA

administration, GoToMeeting, Ring

Central, Life-Size, Crestron, WebEx.

Interpersonal Skills

Dedicated, self-directed, goal-

oriented, and team player

STRENGHTSFINDER

Adaptability, Analytical, Learner,

Maximizer, Strategic

Steve Oropeza

Senior Desktop Support Analyst

WORK EXPERIENCE

loanDepot – Desktop Support Analyst

July 2019 – August 2023

• Successfully resolved both software and device failures including performance issues by leveraging the Citrix Administration Director.

• Utilized the Citrix Cloud management tools to manage and improve the end-user's daily experience.

• Exceeded team goals for ticket closure while maintaining a 99.8 percent customer satisfaction rating on Service Now Surveys.

• Responsible for installation and configuration of financial software using AMB.

• Packaged and deployed organizational applications, extensions, and plugins per approved departmental needs.

• Essbase,,Visual Studio, Visio, Office Suite, Director, Empower, Adobe, and third- party plugins.

• Effectively moved Printer Administration forward using the Printer Logic admin console and Azure Active Directory by reorganizing permissions and groups.

• Configured new MFP printers and added each device to Printer Logic.

• Traveled to various Orange County area branch locations to address networking and hardware needs.

Stewart Title – Desktop Analyst / System Administration March 2018 – April 2019

• Created a master inventory and control measures for hardware maintenance, replacements, and upgrades for network devices and servers.

• Collaborated with the network, systems engineering, and application development teams to identify root problems for disaster recovery situations.

• Established a streamlined support model for all users including C-level employees by implementing the industry standard ITIL framework.

• Worked with leadership to implement a tiered support model including a service desk technician, and Tier 2/3 teams for core IT services.

• Expedited response times and SLA deadlines for priority cases in work stoppage situations by instituting escalation channels.

• Planned and implemented the replacement and newly added Meraki switches while maintaining monthly patching cycles.

Kimberly Clark – Desktop Analyst

November 2017 – March 2018

• Provided Tier 2/3 support and was tasked to install all new equipment with direction from the NetOps team.

• Cleaned up the inventory process by documenting the IT equipment surplus equipment process.

• Demonstrated an analytical and systematic approach to problem-solving to support the daily operations of PC and networking reported issues for the manufacturing location.

• Ensured the organization's network and server hardware met ITIL compliance with established control procedures.

• Reorganized the commitment to quality performance by adopting a customer-based philosophy in the level of service provided.

• Initiated documentation by creating Visio diagrams and heat maps for 33 IDFs to trace fiber optic and Ethernet connections to either DMZ, MDF, or IDFs. The Proactiv Company – Desktop Analyst

September 2016 – Aug 2017

• Planned and executed the setup of local conference rooms to completion: Configured hardware and specified needs to meet the requirements of both video meetings and presentations.

• Created the technical data documentation for the IT team by building out a folder structure in BOX.com for team members to access knowledge base information. Steve Oropeza Page 2

949-***-****

ad26j4@r.postjobfree.com

WORK EXPERIENCE

The Proactiv Company (Continued)

• Configured VOIP Cisco Polycom phones, conference phones, softphones, and company iPhones for VPN, Email, and Token security.

• Facilitated executive needs, conveying top professionalism and coverage including support for international users.

• Executed new hire set-up procedures that fell under partnering companies in the UK, AU, and Japan.

• Maintained the imaging of computers: Ensuring each user and system were assigned their proper application dependencies.

• Directed the OS refresh projects to patch laptops with the latest feature build of Windows 10, and Office 365, managed all migrations, and network storage rollouts.

• Monitored and streamlined the overall support for Mac users: Password resets, imaging, drive mapping, applications, and upgrades.

Chancellor’s Office – Desktop Analyst

April 2016 – August 2016

• Conducted PC and Mac technical support and services including installation of operating systems, setup of computer hardware and software, troubleshooting workstations and devices, as well as performing diagnostics and resolution of service requests.

• Pushed software packages and patch updates through the Altiris management console.

• Delivered on-site training for current Microsoft/Apple devices for the community.

• Active Directory (User and computers) maintenance such as moving, enabling/disabling, and adding users to the required access groups.

• Installed and configured the peripherals and applications used by the Chancellor's Office.

• Created and maintained department documentation on the deployment and upkeep of technology. Rockwell Collins – Desktop Analyst / AV / Rollout Technician October 2015 – April 2016

• Responsible for the installation and configuration of the conference rooms, client desktops, and laptops.

• Ensured seamless configuration of all Android and iPhone tablets by implementing a single-sign-on process for application access and a device recovery process.

• Directly interacted with end-users to deliver post-move-in support by providing level 2 technical coverage, training, and remote support for conference rooms.

• Reported issues and recommended solutions to project team leads to move the technology projects forward to completion.

Pacific Life – Desktop Analyst / System Administration May 2014 – April 2015

• Performed the day-to-day duties including building desktops / VDI’s, specific to a departmental group, such as developers, programmers, accounting, actuarial, and sales (internal and external).

• Maintained decommissioned, stocked, or active workstations and other appliances in Service Now.

• Adapted to Lite System Center Configuration Manager administration to deploy packages and add computers to the collection.

• Successfully imaged and patched 600 workstations using SCCM, deployed 150 printers, and manually configured 14 conference room computers.

• Collaborated with the various teams and team leads to ensure each group was equipped with the correct technology tools and proper access to meet productivity goals.

TCS Network Consulting – Desktop Analyst / AV / Rollout Technician September 2013 – October 2014

• Primary system support and maintenance for multiple clients within multiple industries, such as legal, medical, and manufacturing.

• Upgraded all computers with new OS images (XP>Win7) and added PGP encryption integrated for authorized users.

• Administration and deployment of Symantec PGP encryption for all desktop and laptop units.

• Pushed software and updates out to machines through SMS Tool Box, MSI, and batch files.

• RDP into servers to create and modify accounts on Active Directory Services and Exchange 2011.

Contact this candidate