Julio Garcia Baldwin Park, CA

ad3hhq@r.postjobfree.com 562-***-****

Desktop Support Technician Tier II

Work Experience:

Pacific Western Bank Brea, CA

Desktop Support Technician Tier II 01/2017 – 12/2023

Provided technical support to end users and maintain overall IT functionality.

Troubleshoot and repaired PC, server and network systems including but not limited to desktops, servers and wireless systems and VOIP devices.

Implemented projects as assigned, coordinate with Management, vendors and employees. Work with staffing agencies as needed to effectively hire temp staff to complete projects effectively within time allotted.

Managed on boarding, exit, and change and move requests as directed by Human Resources.

Maintained asset tracking records for IT hardware assets, work with IT supply vendors (CDW), and Coordinate E-waste disposal with vendors to accurately ensure inventory is tracked.

Southern California Edison Rosemead, CA

SOX Rep/IT Specialist 2 01/2010 – 06/2015

Provided support to Program developers by managing access and maintaining accountability of application permissions to information that is classified.

Managed SAP work orders identifying priorities to effectively resolve customer issues, creating notifications within SAP, installing configuring SAP on internal and external devices.

Provided access to user via Active directory to SAP sand boxes or development areas.

Developed reports and prepared diagrammatic data to understand the scope of wants to be done.

Acquired required permits, identified environmental requirements and coordinated required project components with other departments, customers, governmental bodies, and various external sources.

Managed multiple projects and functioning effectively under tight time constraints, shifting priorities and making critical decisions with minimal supervision.

Southern California Edison Rosemead, CA

Customer Service - IT Service Desk Tier I 02/2008 – 01/2010

Provided first level IT support to all of SCE business units

Customer service to clients calling with issues and concerns to understand and appropriately respond to client business needs.

Quickly and efficiently analyzed and absorbed information given over the phone to accurately and effectively solve clients’ needs to minimize their downtime.

Interfaced with customers, peers and management to work as a unit to overcome obstacles and achieve goals.

Basic SAP knowledge in SAP related issues and software, for example SAP GUI unlocking and resetting modules, troubleshooting Portal related issues such as page not displaying correctly ensuring portal security scripts are setup as they should.

Southern California Edison Rosemead, CA

Desktop Support Technician ERP/SAP, Tier II 05/2006 – 01/2008

Support for over 500 high level Managers and VP's including SCE employees, Deloitte consultants, SAP consultants, and Infosys contractors, each with their own unique Windows XP Configuration and software on Dell, IBM, and HP desktops and laptops including handheld devices.

Worked with SAP Basis, Security and Portal teams in configuring, and testing software for the ERP Project such as SAP GUI, Checkpoint VPN, AQT, IBM Ascential, Lotus Notes, and Web based applications such as PWA, Mercury, and Inotes.

Created, maintained and published documentation set up instructions in Peregrine get answers for technicians.

Provided support to clients with knowledge and thoroughness thereby giving a good evaluation of the problem, and providing a solution to maintain software and infrastructure at its optimal performance ensuring excellent customer satisfaction and service.

Worked closely with SCE Desktop Engineering creating and updating patches, services pack, printer driver scripts, and software license updates to make sure that ERP/SAP software, hardware and staff have minimal down time.

Southern California Edison Rosemead, CA

09/2005 – 03/2006

Replaced old CF 28 Panasonic laptops running Win98 with CF 29's.

Configured each device with software such as Delorme Street Atlas 2006 combined with Cisco Wireless to login to the SCE wireless network and monitor their location with GPS while running on the Windows XP operating system.

Performed Win XP configurations: adding computers, users, and groups to the domain, and installing printers and network shares through the network.

Conducted end user formal training on the use of Delorme Street Atlas and login to the wireless network using the Troublemen's Leap ID.

Upgraded Sierra Wireless Watcher software and upgraded the firmware on the mobile modems that are located in every user's vehicle, verified that each device had the latest virus and Windows updates.

Confirmed that each computer could communicate with SCE's Altiris server console to ensure that the machines could receive updates for everything from applications to policies and as a means of maintaining inventory of all devices added to the network.

Southern California Edison Rosemead, CA

Blackberry Technician Specialist 02/2005 – 06/2005

Installed over 700 Blackberries for Manager 3's and VP's throughout SCE.

Trained each client with one on one detailed training and setting each device to meet each user's specific needs so they could fully take advantage of the Blackberries capabilities.

Installed and configured software such as Desktop Manager 4.0 so Blackberries can communicate with Lotus Notes calendar, address book and email servers making the Blackberry a fully functional real time wireless device compatible with Windows XP and 2000 environment.

Southern California Edison Rosemead, CA

Remote Field Technician of GPS and Delorme software 10/2004 – 12/2004

Travelled throughout Southern California installing GPS devices and Delorme

Atlas 2004 software on service trucks which were equipped with Panasonic Tough Book CF 28/CF29 Laptops on windows 95/98 and XP platforms.

Software was updated with the latest highways and routes and also locations of each service centre and substation that Southern California Edison has throughout the southernmost region of California.

Updated the operating systems and virus software making them more stable and efficient.

Installed Altiris on every laptop as part of the Panasonic Tough Book Inventory Project insuring that every machine was maintained with the latest application updates and policies.

Communicated with Managers in remote sites to coordinate the logistics of the implementation of the Delorme GPS installs in order to provide service in a timely and efficient manner.

Education:

CEH

CompTIA A+

MCP

CCNA Trained

Security + Trained

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