Brian Babayans

*** ******* *****

Simi Valley, CA 93065

818-***-****

ad2shj@r.postjobfree.com

PROFESSIONAL SUMMARY

●10+ years of Technical support experience diagnosing and resolving technical and customer issues

●Proficient in Windows based environments and MS office applications

●Able to understand and find solutions through troubleshooting, problem solving with a strong emphasis on customer service and being able to explain complex technical issues in easy-to-understand language

●Provided support for over 1200 users at every level in a wide range of applications specific the needs of the clients (doctors, nurses, engineers, medical staff, and administrative staff)

●Worked on clinical applications for medical staff configuring applications and performing break fix

TECHNICAL SKILLS

●Platforms: Windows 10, Windows 7, Windows NT/2000/XP, DOS, Apple OS

●Software: MS Office 365, Outlook Express, Active Directory, Cisco IOS, Service Now, Remedy, SCCM configurations and installations, Cisco VPN, Okta, Lotus Notes, Adobe suite and much more

●Hardware: Dell, HP, IBM, Xerox and Canon printers, credit card payment systems, Cisco Phones, switches from a variety of companies, WiFi, Cisco routers, SMTP, TCP/IP, DHCP

EDUCATION/TRAINING/CERTIFICATION

●Bachelor of Arts degree, University of California, Los Angeles

●Certified CCNA - Cisco Certified Network Administrator

EXPERIENCE

Takeda Pharmaceuticals – Systems Analyst - March 2023 - current

Provided support for 500 users in various departments including engineering, science, administration and other departments.

Laptop deployment - configured and deployed Lenovo laptops and desktops for 500+ users. Imaged, configured laptops and configured them for replacement of older laptops and desktops. Installed and configured third party engineering and management applications, drivers, and mapped drives and set up printing using various print drivers.

Desktop support - Service Now ticketing system used to assist employees with various computer related issues from email support to printing problems to mapping drives, updating drivers, firmware and script implementation.

Active Directory – managed user accounts, serial numbers, organizational units, and domains within company.

Strategized with management in numerous departments on technology implementation within the organization from server hardware and software, vmware, routers and switches and much more. Shared knowledge with other team members on troubleshoot new issues and workarounds for known problems with software and hardware.

Created and managed Smart sheets and Excel spreadsheets for inventory, project management, databases and much more.

Rackspace - Office 365 support - Dec 2022 - March 2023

Call center – received calls from customers wanting support for email recovery. Walked customers through recovering and setting up email PST files and how to set up email using Microsoft Outlook.

Verified customers and reset Two Factor Authentication, reset passwords. Reviewed invoices and charges to customer billing.

Used ticketing system to help customers with archiving emails and DNS and HEX issues related to outage.

Set up email forwarding for customers while they waited for their email files to be available for download.

Wella – Dec 2021 – Dec 2022

Technology Engineer and IT Analyst

IT support for 300 users using Service Now for tickets. Updated, created and resolved tickets using Teams and remote console.

Performed large laptop upgrade for company for new laptops for over 500 users.

Set up conference rooms with audio and video for presentations. Used USB Dongles and trained employees how to switch between presenters.

Configured PC's using customized process of user rights and ZScaler with Office 365 to set up Laptops.

Executed Powershell commands to bind new imaged PC's to Intune and Azure rights and imaged laptops with company standard software.

Met with vendors and researched software for office reservations of kiosks for traveling employees.

Updated old laptops with latest versions of windows 10 and upgraded bios settings for reconfigured older laptops for employees.

Installed and configured SAP for logins during upgrade process and performed troubleshooting and working with vendor to fix software issues.

Researched drivers for multiple monitors using new Windows 10 image and old docking stations.

Managed Office logins and zscaler logins during the company separation from parent company.

Assisted users with audio video projections for meetings and presentations using console settings

Assisted users with printing issues with the new software image.

Managed asset inventory of old returned laptops in excel spreadsheet.

Aerojet Rocketdyne Dec 2019 – December 2021

Windows 10 Imaging and Application Specialist

●Imaged and deployed PC’s with Windows 10 and installed and configured engineering and enterprise and business applications for staff for both Aerojet and CGI Federal using SCCM.

●Used Active Directory extensively daily to place PC’s into multiple domains, adding groups to install engineering software and assigning permissions for the PC depending on the location in the US

●Sanitized hard drives for wiping data off before ewasting the PC’s

●Maintained asset inventory using Service Now ticketing system and closed tasks out for specific imaging projects

●Assisted with set up of new PC’s and asset tagging equipment and scanning serial numbers into Excel spreadsheets for asset inventory

●Assisted IT Support team with break fix calls and removing hard drives during a data spill of classified information

NTT Data – Onsite at Cedars Sinai Hospital Dec 2018 – Dec 2019

Technology Infrastruction Systems Analyst and IT support

●Followed Hospital HIPPA standards, guidelines, and regulations

●Worked on clinical applications for nurses and medical staff configuring them and performing break fix and setup, configuration, and installation of new and existing PC’s Supported 1200 users in 3 different clinics

●Installed, configured, and tested imaging software created by IT engineering staff on current and new PC’s

●Upgraded PC’s from Windows 7 to Windows 10 using SCCM image with specific hospital software

●Maintained asset inventory using Excel

●Supported 1200 users in Cedar Sinai Hospitals for three different clinics

●Used Service Now ticketing system to update and close tickets

●Assisted team members with projects, tickets and other work such as installation of new PC’s for existing users and for new floor buildouts, printers, network testing

●Troubleshot issues in the hospital, which included Outlook, email issues, password resets using Active Directory, new hires, and permissions

●Also troubleshot specialized hospital equipment for nurses which were devices used by nurses such as scanners, WOW’s (windows on wheels)

●Configured and deployed PC’s for deployment using imaging scripts and adjusting settings in the software depending on their location

●Added new users to local domains using Active Directory

●Configured and installed Office 365 and Outlook

●Set up meeting rooms for conferences with phones and laptops and projectors.

●Configured iPhone medical apps for hospital staff for specific needs of their departments

●Maintained local area networks, OS’s, software, server hardware, IT peripherals.

●Tested and repaired equipment

●Configured Okta verify on phones and through security network

●Engaged with users to determine future business needs and developed communication lines between the users and the IT department to improve relations

●Trained users on how to use PC’s, open help desk tickets and how to order new equipment

●Project management associate

●Worked with project managers on build out of new floor for hospital

●Attended daily meetings to coordinate tasks for particular project tasks and met with construction team, telecom and network team and implemented work strategies with them

●Coordinated work with coworkers on deployment of tasks for IT related projects

●Worked around delays of tasks due to missing parts or work needed to be completed by other teams

●Used floor map to designate network drops, deployment of furniture and PCs, printers, phones, scanners, and more

BSB International Mar 2002 - Aug 2018

Technical Support Specialist

●Founded online retail company and interviewed, hired, trained and managed 20 employees working on multiple projects.

●Server administration – managed html files, worked with programmers on scripts for the company, permissions of files, worked with hosting company’s IT support during outages

●Edited graphics, design elements with web developers over the years in business to improve functionality and appearance of websites

●Marketing Campaigns – created SEO and optimization of sites using metadata and html

●Created Google ad word campaigns and affiliate program to generate traffic and sales

●Created cross traffic with identical sites using banners and links

●Purchased traffic from Traffic companies and utilized tracking pixel and Google analytics to determine ROI

●Emailed customers for new products, sales and promotions

●Customer service – Answered questions and assisted customers by email, phone and for their orders and problems

●Sales – generated new sales by contacting other vendors and sites to promote our site

●Expansion of product lines. Contacted vendors all over the world for new products to sell

●Attended industry conventions and networked to grow the business

The Capital Group 1996 – Mar 2002

Systems Analyst

●Primary support for Marketing Department in both Los Angeles and offices in the US and a several offices in Europe

●Responsible for presenting both short and long-term technology solutions to top management for approval, and subsequent procurement and implementation of approved solutions

●Provided support for over 400 users at every level in a wide range of applications specific the needs of the clients, including multimedia set up and configuration (hardware and software), email support, MS Office support, graphic design and word processing, software configuration and upgrades for new and existing Macintosh computers

●DHCP and TCP/IP configuration on desktops and routers

●Assisted marketing department during client conferences by configuration and setup of computers for multimedia presentations (video, sound, presentations and more)

●Assisted during moves of departments to different floors testing network connectivity and more

●Created baseline software and hardware setup for Disaster Recovery in emergency office

●Set up remote access software and hardware for satellite offices

●Configured and tested applications with users during practice sessions

●Attended industry conventions and training for applications specific to our supported department

Herbalife 1994 – 1996

Desktop Support

●Provided desktop support for both PC’s and Macintosh systems for over 250 users

●Installed, configured and tested rollouts of new hardware (PC’s and Mac’s) for enterprise

●Installed, configured and troubleshooter new software for graphics and publishing department, accounting department, new peripheral device installations, email support, printer repairs, and software testing

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