Isaac-Hajime Yates, MCE, CNIP – Dallas, TX

ad2hg2@r.postjobfree.com, 972-***-****

IT Support Specialist, Systems Engineer

Summary

Professional that enjoys assisting users and organizations achieve their goals and tasks using technology. This includes supervising and training staff, coordinating meetings with departments and vendors, assisting in enterprise roll-outs of PCs/laptops/operating systems/software, mentoring and overseeing temporary staff, making presentations justifying the purchase of web conferencing/anti-virus/networking solutions, among others.

Accomplishments

Co-wrote “Linux Install and Configuration Little Black Book” for Coriolis.

Earned 25 industry certifications in 2022 from Microsoft, CompTIA, Amazon, Google, PMI.

Closed the most support tickets as technical support analyst at Goldrich Kest for nine straight years.

At Santa Monica College, successfully proposed and argued for each computer lab to have their own budgets for hiring student employees. Kept shift expenses under budget.

Wrote batch scripts that stopped and deleted the tasks that caused over 30 office PCs to crash.

Tested and ran robocopy scripts that migrated data on to hyper-V servers at three USCIS field offices.

During a nationwide equipment conversion weekend, I was the lead technician at three bank branches.

Ran backup and restore scripts, installed software via Microsoft Software Center to assist the deployment team that replaced over 700 computers at the USCIS Los Angeles District Office.

Earned public trust security clearance.

Skills

Operating Systems: Windows 11/10/Server, Linux (Ubuntu/Fedora/CentOS), Mac OS 10.X, Android, iOS

Software: Microsoft Office 365/2016, ServiceNow/Jira, ConnectWise, CyberArk, MIM, Secure CRT/FX, Oracle SQL Developer, SCCM, Software Center

Hardware: PC/Mac workstations and servers, routers, switches, Android/iOS, laser printers, laptops, tablets, VoIP phones (physical and soft)

Cloud: Microsoft Azure AD, Microsoft 365, Amazon Workspaces, Mimecast, Duo Mobile, Nextiva

Soft skills: Negotiating with internal and external customers, mediating disputes, documenting procedures for colleagues to utilize, effectively explaining situations and solutions to customers, adjusting to changes and challenges, and providing suggestions and solutions to push the organization forward.

Certifications

https://www.credly.com/users/isaac-hajime-yates/badges/

Microsoft Certified Expert (MCE): Educator. Associate (MCA): Outlook, Word. Fundamental Certifications: Azure, Microsoft 365, Microsoft Security, Compliance, and Identity, AI, Data

CompTIA: Security+, Network+, A+, Server+, Cloud Essentials+, Network Infrastructure Professional (CNIP), Secure Infrastructure Specialist (CSIS), Information Technology Operations Specialist (CIOS)

Project Management Institute: Project Management Ready

Amazon: AWS Certified Cloud Practitioner

Google: Cloud Digital Leader

Intuit: Design for Delight Innovator

Certiport: IT Specialist Technical Support Specialist (Networking, Network Security, Device Configuration and Management, Cloud Computing, Cybersecurity), Assistant Project Manager, Independent Contractor

Work Experience

Service Desk Engineer, Synergy BIS, 4/22-Present, (FULL-TIME)

Review data results pulled from email, Secure FX, Secure CRT

Retrieve data from databases using Oracle SQL Developer and PL/SQL Developer

Reset/unlock user accounts involving billing and ordering

Respond to customer inquiries over phone, chat, email

IT Help Desk Manager, LG Networks, 11/21-1/22 (CONTRACT)

Supervised team of 8 help desk technicians at a managed services provider.

Scheduled technicians to be dispatched to clients, manage the on-call scheduling, reach out to clients to ensure they are satisfied with our services.

Managed tickets and remote access clients via ConnectWise. Hired 4 help desk technicians and inserted 3 into the on-call after hours rotation.

Senior Field Service Engineer Contractor supporting US Citizenship and Immigration Services (USCIS)

Salient CRGT (FULL-TIME), 02/21-11/21

Abacus Solutions Group (FULL-TIME), 08/16-02/21

Provided level 1 and level 2 technical support at the Los Angeles, Dallas, and Irving offices.

Responded to tickets generated in ServiceNow. Installed workstation images from Task Sequences in SCCM. Assisted end users over the phone, email or in person. Installed software via Microsoft Service Center.

Deployed images on laptops, PCs. Wiped hard drives. Troubleshot network connectivity issues. Configured iPads, scanners, laser printers.

Modified and wrote knowledgebase articles on VPN connectivity, configuring certificate and label printers, adding server-side print queues.

Participated in COOP team, answering service calls when the nationwide service desk team was overloaded.

Smartsource Technical Staffing Solutions (PART-TIME), IT Service Consultant, 09/15-10/21

Functioned as lead technician, senior technician, server support, and specialist. Installed, removed PCs and peripheral devices. Installed software and OS updates.

Directed team members to ensure tasks were completed. Documented activities performed.

Technical Support Analyst II, Goldrich & Kest (FULL-TIME), 06/06 – 04/16

Provided technical support in Windows 8/7/XP environment for over 500 users. Created scripts that scheduled maintenance tasks on PCs, copied and restored user files. Deployed images on PCs using Acronis Deploy. Performed workstation backups using Macrium Reflect, Windows Easy Transfer and Windows Backup. Reset Active Directory user’s passwords. Tracked hardware and software inventory using Track-It! ticketing system.

Education/Training

Bachelors of Science Degree, Business Administration. University of the People.

Associate of Arts in Business Administration, Computer Information Systems. Santa Monica College.

Occupational certificates: International Business, Small Business Management, Computer Accounting, Computer Business Applications, Marketing.

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