Amaury Otero

Perris, CA 951-***-**** ad2pv8@r.postjobfree.com

Objective

To obtain a responsible position with the supervisory position to apply strong and diversified computer systems, analytical, administrative, and interpersonal skills that can be used to improve operations.

Education

BAS, Automated Manufacturing Technology – ITT Technical Institute, West Covina, CA

AAS, Electronic Engineering – ITT Technical Institute, West Covina, CA

Professional Work Experience

User Technology Supervisor 12/2022 – 12/2023

Riverside Information Technology Center Riverside, CA

Directed and supervised thirteen team members

Ensured all computer related issues thought-out twenty-nine departments county wide were handled in a timely manner by our field technicians

Collaborated with other departments staff within IT organization to ensure our goals were met

Coached and mentored direct reports to further their careers

Monitored and evaluated workloads distributed to direct reports

Developed standard operating procedures to ensure all direct reports were provided quality support

Interviewed and hired new candidates

Ran weekly and monthly reports to ensure all computer issues were being address in a timely manner

Led various improvement initiatives to effectively resolve issues

Routinely met with various departments throughout the county to maintain good customer relationships

Administered yearly performance evaluations to my direct reports

Administered monthly one-on-one meetings with direct reports to ensure they are aware of their current progress

Had quarterly team building events to build up moral and teamwork

Maintained and submitted bi-weekly timesheets and ensured accurate recording of time

Desktop Architect / Level 3 IT Support 07/2002 – 12/2022

Grifols Biologicals Los Angeles, CA

Tested and packaged applications using VBS, unattended answer files, MST files, and deployed using SCCM 2012 SP1

Filled role of Desktop Architect and Level 3 IT Support from July 2015 to December 2022

Created and maintained application distribution collections and deployments and SCCM queries and reports

Provided key support for SCCM task sequence OS and application deployments

Supported Windows 10 migration, including image deployment, configuration, and group policy

Built, configured, and maintained Windows Embedded 7 images used on HP Thin clients and administered HP Device Manager used with thin clients

Provided VIP support as one of three hand-chosen by Executive Committee

Trained and managed related documentation for Helpdesk and Desk side technicians

Provided tier 3 technical support for SCCM deployments, McAfee Disk Encryption, McAfee Pre-Boot Authentication, Active Directory, Exchange accounts, RSA soft tokens, HP Thin client and PC image deployments

Configured Branch Distribution Points for over 200 donor centers

Supported the deployment of new computer images to all donor center

Validated new computer equipment to all our donor centers

Tested new systems deployed to our donor centers

Set up the virtual donor center located on campus for the testing of new hardware and software at donor centers

Filled role of Desktop Support Supervisor from December 2006 to July 2015

Managed four technical support specialists in support of numerous offices and more than 1,200 users

Provided training and coached user support specialists on procedures, technical, and customer service skills

Administrated Microsoft Exchange 2010 and Active Directory 2008 server, created departmental login scripts, set up new users, created mailboxes, and managed departmental drives

Used Cisco Call Manager to create voice conferencing accounts and administrated WebEx accounts

Created RSA soft token accounts 8.1 and VPN 5.1 connections

Managed IT projects and coordinated with department contact to enhance customer relations and technical support

Troubleshot and repaired software, hardware, and network related issues on PCs

Interviewed helpdesk applicants and trained new helpdesk employees concerning environment, procedures, and in-house applications

Monitored network lines using putty to connect to routers and switches

Filled role of Helpdesk Specialist from July 2002 to December 2006

Wrote technical and procedural documents for helpdesk

Worked with IT department administration in developing hardware, software, and network solutions geared towards company efficiency

Resolved computer problems during telephone communication or remote control of the end users PC

Assisted in creating and deploying SMS and Ghost enabled images for all on-site computers

Repaired Zebra label Printers, imaged HP thin clients, and configured network printers

Helpdesk Analyst III 08/1998 – 07/2002

Marconi Brea, CA

Provided first and second level support to internal and external customers on software products, hardware, and system platforms

Performed problem / zproject entry, problem identification, resolutions, and tracking

Supported mainframe, UNIX, AS400, security software, scheduling products, CICS, Netview, and PC software and networking

Provided training of new hire employees and developed online documentation and procedures of processes

Monitored trouble ticket submitted by first level support for quality assurance

L.E.A.P. Apprentice 11/1995 – 08/1998

Federal Express Corporation City of Industry, CA

Acted as Manager for 20 employees and provided administrative support for eight managers

Audited production and service reports and assured workgroup met goals set forth by corporation

Created new documentation and procedures

Entered employee scheduled on COMPASS system

Computer Operator 04/1993 – 02/1996

Unitrin Data System Burbank, CA

Implemented program load and ran disaster backup for IBM 3090 mainframe and UNIX 700 systems

Supported ZEKE and ACE scheduling systems and ZARA and TMS tape management systems

Monitored system and resolved user system problems, and ran vault and tape media reports

Maintained statistical report for DASD and cartridge usage

Manufacturing Engineer 10/1990 – 11/1992

NAVCOM Defense Electronics, Inc. El Monte, CA

Evaluated, formulated, and wrote manufacturing instructions for engineering blue prints in the assembly of printed circuit cards

Wrote process specifications for operation procedures and developed controlled method of stationized planning

Designed fixtures and housing for various applications and maintained and upgraded IBM and Macintosh PCs

Developed automated processing of bonding electronic components to circuit boards and programmed Intelledex Robotic Arm

Skills and Technologies

Microsoft Office 2000-2010 Windows 95-Windows 7 DOS Visio

Outlook Groupwise Netware Admin Console One

Active Directory Zen Works Onsite Admin Norton Antivirus

Trend Micro Lotus Notes McAfee HP Service Manager

Creative Problem Solver Adobe RSA SCCM

Team Player Customer Service Oriented Self-Starter Innovative Thinker

Highly Motivated-Passionate Detail Oriented Reliable Efficient

Enthusiastic and Energetic Sense of Urgency Results Oriented Well Organized

English and Spanish Speaker Written English and Spanish Sense of Humor Fast Learner

Flexible Friendly Listener

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