Athena I. Chavira

**** *** ******* **** #****

San Leandro, CA 94578

510-***-****

TECHNICAL SKILLS

Windows 10/11, Windows NT, 2000, XP, 7, 8, Macs OS Mountain Lion, Yosemite, Star drop, Lotus Notes, Microsoft Access, Microsoft Office, Microsoft Outlook, Microsoft Project, Microsoft O365, Internet Explorer, Google, Safari, Exchange Server, Microsoft Exchange, Tivoli, DNS, WINS, TCP/IP, Active Directory, VPN/Remote Desktop, Remedy, Footprints, Service Now, Timbuktu, Bomgar, McAfee Virus Scan, Pitney Bowes printers, Audix phone system, ShoreTel, Network/Phone cabling, CTX machines, ETD (explosive detectors) machines, CATOS, EDI, Track it, iTranplant, Vin Telligent, Web tams, Smart GATE, IVP, Tec logic units, TOAD, iPhones, Androids Galaxy, Blackberry, BES, VoIP, VMware, projectors, Microsoft Office 365, Axiom Police Body Camera’s, Server migration to cloud

PROFESSIONAL EXPERIENCE

Cognizant for Gilead Sciences

October 2022 – Present

Sr. Technical Engineer

Technical support Commercial Field Sales team of ~1000 users with devices ranging from Windows-based devices to Apple-based devices (laptops, Macs, iPads, iPhones, and Androids), Supported commercial devices using JAMF, Apple Business Manager, and Microsoft Intune Supported and managed users, user accounts, and group memberships using Azure AD through Active Roles server, Assisted with the migration of user data from a local on-premise server to OneDrive and set up OneDrive and backup solution, Provided customer support with results of 97% first touch resolution of all incoming tickets with an average resolution time of ~1 hour, Supported client and users at national events around the United States such as ASCO, ASH, IDWeek, Mid-Year Meetings, and National Meetings

Managed teams that were based out of offices in Foster City, CA and Raleigh, NC

● Created new team of technicians to support Commercial Field Sales team of ~1000 users with devices ranging from

Windows based devices to Apple based devices (laptops, Macs, iPads, iPhones, and Androids)

● Supported and managed commercial devices using JAMF, Apple Business Manager and Microsoft Intune

● Supported and managed users, user accounts, and group memberships using Azure AD through Active Roles server

● Assisted with migration of user data from local on-premise server to OneDrive and set up OneDrive and backup solution

● Provided weekly reports to the business team with results of 97% first touch resolution of all incoming tickets with an

average resolution time of ~1 hour.

● Stabilized and strengthened IT Concierge team by hiring new employees to reach max contractual headcount and

implementing trainings to get all technicians familiar with Apple based devices and standard operating procedures

● Supported client and users at national events around the United States such as ASCO, ASH, IDWeek, Mid-Year

Meetings and National Meetings

● Responsible for creating and implementing IT interdepartmental structure to improve synergy between various teams

Bay Area Legal Aid

April 2019 – October 2022

Technical Support Specialist II/System Admin

Technical support for 7 different legal offices 250 Lawyers and support staff. We are running Windows 10 on Lenovo/HP workstations and laptops with a BALA-created image. Supporting all staff at every location. We have specialized software such as Prime/Justice Server (lawyer-shared cases) and Law Yaw (shared cases). We are a Google shop that recently migrated. Polycom phones/VoIP setup and support. Creating all new incoming Lawyers, Advocates, Support Staff, and Volunteers (Law Clerks) accounts and managing all rights/memberships for all customers. We have migrated all our servers to the cloud with Microsoft Office 2010 O365. I was also Part of the Exchange server migration to the cloud. Working with iPhones/Droids using Outlook Mobile application.

First Republic Bank

Technical Support Analyst II

July 2018 – April 2019

Supporting Windows 7 and 10 also Mac Books OS (El Captain, Sierra, and High Sierra) testing new Mojave image. Working with Lenovo desktops/laptops. The ticketing system is ServiceNow I work out of 3 queues, Deployment Team (Windows 10 image), Blackberry (Blackberry application for FRB) and the (Field Service) customers with issues both on Windows 7, 10, and Mac OS. Working with keychain issues all the way up to printers. Image upgrades to hardware upgrades, we are moving hardware over to Surface Pro 6 with cloud-based access. Working with Microsoft Office 2010, 2013, and 2016.

Robert Half Technologies

Systems Support Analyst

January 2018 – July 2018

Help Desk International Support for all internal employee’s, Surface Pro’s with Windows 10, Application Cloud Microsoft Office to include OneNote, OneDrive. Taking phone calls and solving issues within a 15-minute time frame. Working with Tier III support on more difficult problems such as Server and Active Directory Support. Working with numerous Sales employees which means everything must be fixed now so customer service plays a big role.

Highland Hospital/Robert Half

Desktop support/Apex-Epic

July 2017 – January 2018

Desktop support/Apex-Epic rollout, support all users within the Alameda Health System Network,

Alameda, San Leandro and Fairmont Hospitals. Working with Wyse, Dell and HP machines, windows 7 and 10, O365 and the Office Suite, android and iPhones, printers (Xerox, HP and Dell),

Active Directory accounts, ServiceNow ticketing system. Customers is working with Sorias until Apex is rolled out.

UCSF Medical Center

March 2017 – July 2017

Idam Security Analyst III (System Administrator)

Idam management of all UCSF Medical account (create, modify, reactivate terminate via the UI provisioning bridge duties include phones, email escalation of tickets from medical staff. Working with ServiceNow ticket system (heavy filter creation within ServiceNow). Using an ARF system which creates ticket’s once the ARF is submitted. Working pending, suggest and stuck ARF’s on a weekly basis. Sending notifications to ARF approvers and requesters that their request has been completed. Heavy AD backend work with customer’s accounts. Working with the APeX system (epic) making sure the correct template is in place for customers and working on the DC process for UCSF.

San Francisco Police Department

May 2016 – March 2017

Technical Support Analyst III/Body Camera Support

Desktop support for all police stations in San Francisco working with MS Office suite to include Microsoft O365 email with an exchange server, working with AD to reset and grant permission, VPN/RSA token issues, installing applications and re-image of computers/laptops, Setup and breakdowns of customers machines, setting up and fixing Android company phone. Working with Body Cameras and evidence.com to keep officers' body cameras working

OMCA Oakland Museum, CA

Feb 2016 – May 2016

Technical Support Analyst II

Working on Mac migrations from Mavericks to Yosemite via the App Store, Installing Adobe and Microsoft Office suite, Working with customers on daily Mac, iPads, Printers, iPhones, and Gmail issues. Working with different billing applications (Anybill, Holegen). Total update of inventory and ShoreTel phone system.

UC Berkeley

Feb 2013 – January 2016

Business Technical Analyst II

Provisioning and Procurement: Set up all PCs, laptops, and Macs for deployment in the field. Also set up all iPhones, iPads, Surface Pro’s, and Galaxy tablets. Responsible for delivering equipment to technicians for deployment and working with them to order special equipment, set up the equipment, and get it out to customers (SSD, RAM, special applications), and for commissioning/ decommissioning workstations via Tivoli console which keeps an inventory of workstations/users/accounts on Campus Domain.

Strategic Initiatives: Onboard internal campus departments over to Campus Shared Services support SLA. Schedule meetings with Directors and managers; work with IT support to find out IP’s and subnets to get the department over to our file servers. Work with new departments to get Tivoli (TEM/IEM) installed for inventory and patching services, gather information to work with Engineering and Security, work with Confluence to keep employees and customers updated on new departments migrated over to CSS computer support

Desktop Technician: Handle customer computer issues within zone 5; issues such as PC/laptop, Mac’s (pros/air), printers, printer servers, TCP/IP, Active Directory work (remove workstations for re-image Windows XP to 7, Windows 7 to 8, Windows 8 to 10, Mac’s via Casper image of Yosemite set up new accounts, password resets, grant access to department shared drives, reconfigure GPO’s to fix issues, work with SCCM, set up VM with Fusion and UCB image, resolve hardware issues, Bmail, CalTime, Outlook, MS Office Suite for PC and Mac, and Adobe products, UC Backup/ Cloud software and any issues that customers may have with cell phones and tablets, Virus protocols once infected (forensics), and Bomgar remote application tool

California Transplant Donor Network/Axiom

Feb 2012 – Jan 2013

Support Service Coordinator I – Consultant

Provided technical support for a non-profit organization that consisted of re-imaging or refreshing machines with a drive replicator, swapping out drives, Lenovo’s T400/T410 (Windows XP) to HP 8460p Elite Book (Windows 7) migration of data via external drive, slaving the drive or placing on personal drive. Desktop support of Microsoft products, Adobe, in house Portal website, VMware, iTranplant, Blackberry 5.0/6.0, BES, Projectors (NEC) and Outlook issues. Responded to client’s calls and logged them into Track it, Inventory, support of the Verizon account (ordering phones, activating phones, billing issues and repairs).

Genentech/Insight Global

June 2011 – Jan 2012

Back Office Technical Lead

Supervised a team of 3 Technicians; worked with 15 Deployment Technicians. Imaged 50,000+ machines with Windows 7 (worked with HP 8000CMT, 8000USD, 8440\8460, 2540\2560). Pulled 50 per day for imaged, application install, running and receiving of customer XP system for the migration of customers’ data to new Windows 7 machine, worked with in place deployment requiring the build, applications and a physical swap and renaming of new machine. Worked with daily production, inventory, and employee end of month reports.

S&A Computers/ HP

Jul 2009 – Jan 2011

Technical Engineer Lead

Worked for Bank of America to re-image new and used computers/printers. Worked with complex issues DHCP/ Static IP, BIOS, build issues, and hardware. This included installing and/or pushing Bank of America applications via Tivoli to meet Bank of America standards. Migrated data via a Local Data tool, configured E-mail accounts including .pst/.pab files within MS Outlook. Bank of America worked with a Windows XP build or image and was a 24/7 shop due to customer’s needs.

Athena’s Notary on the go!

Jul 2005 – Present

Mobile Notary for Loan Documents such as purchases, Refinance, Equity Line and appraisals - certified signing agent.

Embarcadero System Corporation

Sep 2005 – Sep 2006

Technical Support Analyst

Provided Technical Support for all maritime ports throughout the United States and Amsterdam. Supported Port pedestal audio/ visual and communication (phone) and printer within the pedestal and crane software (Tec logic units) running on a Windows 2000 or XP image. Responsible for trouble shooting company PC and laptop issues requiring pulling archived data for vessels, rail and truck container through TOAD. Scheduled all network downtimes for software releases with the port managers, then Email release notes after downtime was completed. On call handling of all emergency calls, this was a 24/7 shop due to the hours in Amsterdam. Worked together with Field Engineers and Windows Administrators to resolve advanced issues. Responsible for weekly reports of support and tickets, password resets for Domain and VPN

Vista Financial

May 2005 – Sep 2005

Loan Counselor, Consultant

Worked with parents, graduates, and continuing college students to consolidate Federal student loans. Used Vista Financial Software Smart bins to process applications and calculate percentage rates for new loan payments and Internet Explorer.

Covenant Aviation Security

Oct 2002 – May 2005

Security Screener Supervisor Trainer

Was a dual function Supervisor certified for CTX and Checkpoint Supervisor; managed all CTX employees for the entire Terminal 1 and Terminal 3. Supervised 100+ employees for 6 different floor CTX locations and 7 CTX Bag Rooms, which involved working closely with TSA and Airline Managers to ensure operations, ran smoothly. This position required Security Clearance and involved handling payroll, requests for days off, attendance, and disciplinary issues. Calibrated CTX (MRI/X-ray machines for luggage), continued maintenance of ETD machines (Windows 98/explosive detector) and functioning. Handled all emergency situations with employees and passengers also responsible for confiscation of all dangerous goods and illegal items. Responsible for designing and conducting training for the Federal screeners. Worked with Cohort training according to procedures in the SLA to re-certify screeners yearly (Federal Testing). Responsible for remedial training of screeners who failed x-ray software. Provided computer support; set up Managers' workstations within the training room, kept all computers updated and running, used Windows 2000.

C&H Sugar Company

Aug 2002 – Oct 2002

Human Resources Representative, Consultant

Responsible for all departmental weekly and monthly reports for FMLA, Worker’s Compensation, accounts payable and receivable, invoicing, completing department monthly payroll, working on the monthly expense report, petty cash. Worked with the Safety Manager to create plant rules for the sugar plant created yearly reports for Union employees on O.S.H. Standards.

Broadway Daewoo, Suzuki, VW

Dec 2001 – Aug 2002

Finance Manager and Sales

Worked with customers to purchase new vehicles while providing excellent customer service for issues or CSI. Worked with GSM and financial institutions to get best APR for client’s new car purchases. Created and executed client contracts and sold service contracts.

AT&T

Technical Support Engineer

Jun 1998 – Dec 2001

System Support Manager

Troubleshoot problems across PC platforms, network, server related issues. Worked with Windows 95, NT, 2000 and XP, SMS, IBM-Tivoli RAS, UGD-UDM User Manager for external domains, backed up servers, Siebel, ACTT, MS Exchange 5.0/ 5.5, Internet Explorer 5.5, DHCP, DNS, TCP/IP, supported Nortel/ VPN, installed/ upgraded and rolled out Windows and advanced server, configured and managed hardware and tested IP addresses, created and configured domain user accounts and local user accounts, NTSF permissions, shared folders, monitored event logs, shared folders in Active Directory, monitored system resources, configured printers, implemented file servers, print servers, application servers, and various proprietary software packages. Printer support served as Tier II support for all third-party shrink-wrapped applications. Managed repair tickets handled computer issues on site and acted as end-to-end manager for all escalated technical issues. Responsible for the management of 60 Technicians.

PG&E

Jun 1997 – Jun 1998

Desktop Support Technician, 2nd Tier, Consultant

This position was responsible for hardware and software problems and rollouts; diagnosed and troubleshot all internal PC, server, network network-related issues. Used remote software Timbuktu, reinstalled Windows 95 and proprietary software, worked with company applications such as IDLS, EDMS, SAP, CBT, and IRDS, and supported entire Microsoft Office Suite for internal customers over the phone and in the field. The goal for Desktop was to close 80% of tags in 60 minutes or less if possible.

Pacific Bell

Mar 1997 - Jun 1997

Help Desk/Research Specialist, Consultant

Worked with a team of 15 technical support analysts and 2 programmers to correct technical software issues for monthly reports such as queue, FCC, and Human Resources.

Fireman’s Fund

Dec 1996 - Mar 1997

Help Desk, Consultant

Diagnosed and troubleshot all PC, server, and network-related issues. If unable to correct the problem immediately, escalate the problem to the appropriate vendor(s). Notified CEO’s and VPs of emergency outages. Scheduled crisis meetings to clarify server or network outages as soon as possible. Checked statuses of all open tickets and worked on solutions with 2nd and 3rd-level support. Worked in the field to correct customer issues with CPU, laptop, modem, and printer problems. This position was responsible for supporting a Windows environment.

Wells Fargo Bank

Jul 1996 - Dec 1996

Help Desk Lead Analyst, Consultant

Diagnosed and troubleshot internal customer problems with an Access database called PINS (Wells Fargo customer account database). Worked with the ticketing system Packman, supported Microsoft Mail, and ran SLA and employee timesheet reports for Management. Worked in a Windows environment.

Alta Bates Medical Center

Oct 1994 – Jul 1996

Help Desk Technician

Diagnosed and troubleshot 10,000 internal customer PCs, various servers, and network-related issues. Transported CPUs to 5 sites, connected to the network, and assigned new IP Addresses. Worked with ports and concentrators, supported network printers, Intel boxes, and modems, re-imaged the CPU’s with network applications, such as Rumba, created new network and Exchange accounts for all new employees, supported all servers, including Exchange servers, replaced hard drives, CD-ROMs, memory, motherboards, and Simms, cabled the network and phones, supported a Windows environment, all shrink wrapped and proprietary applications such as Lotus, 123, Lotus Notes, Word Perfect, Microsoft Office, Microsoft Excel, Microsoft Access, Microsoft Word, SAP, CC Mail, Ami Pro, Freelance Graphics, Internet and worked with Windows 95.

EDUCATION

•Continuing Education for BS degree in Technical Management, DeVry University, CA

•Windows 95 Certification # 972643

•Certificate of Achievement for Windows 2000 Professional & Server

•Certificate of Achievement for Windows 2000 Network & OS Essentials Certificates

•Taylor & Braun School of Auto Finance Certificate

•Notary Public # 157274

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