Liney Hamilton

Brief Profile

Sr. IT Support Technician with 17 years of experience in Firewalls, cloud service security, installation, configuration, and diagnosis of computer hardware/software. Provided extensive trouble-shooting and testing of videoconferencing, audiovisual equipment (videoconferencing, multimedia, audiovisual, projection systems, displays, cameras, microphones, integrated A/V systems, document cameras, streaming technologies, etc.). Provided primary audio-visual technical support and training as necessary in remote locations, hybrid setups, on-site events and meetings. Created reports using defined and/or ad-hoc tools for internal and external customers. Proficient in using Microsoft Cloud Services including Office 365, Azure, SharePoint, Intune, MS Teams etc. Experience in troubleshooting of windows 2000/ XP/2003/2008/2010 and Microsoft Office 2003. Experience in all A/V Cisco platform solutions (Webex). Set up audio-visual equipment according to workflows including projectors, sound systems, cabling and tech table. Extensive experience in migrating windows 7 for over 200 systems. Managed firm’s hardware assets by timely and accurate recording of all asset assignments. Worked with Active Directory User management, Exchange 2003 User management, Remote Site Management and BlackBerry Enterprise Management. Resolved Incidents and Service Requests associated with end user software, PC hardware and mobile technologies. Responded promptly and professionally to user issues received via telephone, email, web, and internal escalations. Performed preventative maintenance, including checking and cleaning of workstations, HP printers, dell laptops and peripherals.

Government Experience:

●County Of Alameda ITD

Education & Certification

●MT Sierra College, Monrovia, CA, CIT, Dec 1998 – Dec 2000

Technical Skills

Operating Systems

Mac OSx (Monterey, Ventura, & iOS), Microsoft Windows 2022 Server, Windows 10/11, Android

Network Systems

Azure AD, Active Directory, Microsoft O365, Box, Google Drive, One Drive, Sharepoint, LastPass, Slack, Microsoft Teams, Zoom, IT-Glue, Miraki Wifi, Okta, iOS, Android MDM

Network Protocols

TCP/IP/HTTP

Hardware

Mac, A/V, Surface Pro, Dell Latitude, OptiPlex, Cisco POE Switches

Relevant Professional Experience

Sr. IT Technical Support, Insight Global, San Francisco, Ca. May 2023 - Jan 2024

●O365 Administration

●PowerShell scripting

●Intune Management

●Imaging software – Norton Ghost

●Windows 11 support and troubleshooting

●Mobile Device Management

●ServiceNow

●Monitored helpdesk emails and calls.

●Created and administered helpdesk tickets and maintained technician workload.

●Coordinated user support for system administrators.

●Worked with route help desk technicians to user requests.

●Provided support for clients via remote login.

●Supported client systems through phone calls.

●Created user and technician documentation.

●Developed mobile interface and form for user submission.

Sr. IT Technical Support, CVP-IT, San Francisco, CA, Apr 2022 – Jan 2023

●C-level executive support

●Anti-phising email maintenance

●Cloud security user access rights

●Meraki white/blacklisting

●Configured Mac and Windows systems for onboarding new staff.

●Worked with inventory tracking of Mac and Windows systems. Worked with all A/V Cisco platform solutions (Webex).

●Provided information technology hardware and software technical support and troubleshooting services for Mac and Windows systems. Managed and optimized the helpdesk tracking system.

●Responded promptly and professionally to user issues received via telephone, email, web, and internal escalations.

●Be able to step back and recognize repeat helpdesk requests and provide a strategic solution to the organization wide IT issues.

●Be able to take a proactive approach to minimizing the helpdesk requests. Creatively implementing solutions that will allow the user community to be more technically self-sufficient.

●Provided technical support for the Foundation’s numerous systems including online collaboration, messaging, conferencing, hybrid communications, teleconferencing, audio visual systems, and computing devices.

●Documented incidents and service requests in support tracking system in a clear, concise, and understandable format

●Performed advanced system troubleshooting to resolution on infrastructure services such as DNS service, IP/DHCP addressing, MFA, wired and wireless network access.

●Worked with network troubleshooting tools and issues such as DNS, IP config, ping, trace route, bandwidth speed test, and different connectivity media types.

●Provided primary audio-visual technical support and training as necessary in remote locations, hybrid setups and on-site events and meetings.

Environment: Mac OSx (Monterey, Ventura, & iOS), Microsoft Windows 2022 Server, Windows 10/11, Android, Azure AD, A/V,Active Directory, Microsoft O365, Box, Google Drive, One Drive, SharePoint, LastPass, Slack, Microsoft Teams, MDM, Zoom, IT-Glue. Webex,Service Now

Sr. Helpdesk Coordinator, Team Logic IT, San Francisco, CA, Jan 2022 – Feb 2022

●Provisioned Mac and Windows systems for new users. Used Okta for Mac software deployment.

●Set up audio-visual equipment according to workflows including projectors, sound systems, cabling and tech table.

●Troubleshoot audio-visual connectivity across a variety of technologies.

●Resolved Incidents and Service Requests associated with end user software, PC hardware and mobile technologies.

●Documented all actions on the ticket in the Service Desk application, detailing diagnostic and troubleshooting steps performed, and the resolution, where necessary, providing high quality escalations to Global support groups or external service organizations.

●Keep customers informed on the progress of their ticket until they have agreed to the resolution.

●Provided enhanced support for identified key leaders.

●Worked with the firm's hardware assets by timely and accurate recording of all asset assignments.

●Assisted with PC builds and configuration. Worked with computer imaging.

●Worked with remote access IT assets to provide support or troubleshoot issues. Administered mobile device management.

Environment: Mac (Big Sur), Microsoft Windows 2022 Server, Windows 10/11, Android, Azure AD, Active Directory, Microsoft O365, Box, Google Drive, One Drive, Sharepoint, LastPass, Slack, Teams, Zoom, IT-Glue, Okta, Webex.

Infrastructure Services Analyst/Professional Tech Specialist II, County Of Alameda ITD, Oakland, CA, Apr 2021 – Dec 2021

●Supported Microsoft Active Directory for group memberships, shared drives access and policies.

●Worked with Microsoft desktop applications including MS Office Suite, Outlook, MS Communicator).

●Worked with SCCM for software deployment and patching.

●Provided extensive trouble-shooting, installation, configuration, and test of videoconferencing, audiovisual equipment (videoconferencing, multimedia, audiovisual, projection systems, displays, cameras, microphones, integrated A/V systems, document cameras, streaming technologies, etc.) and collaboration technologies.

●Provided information technology hardware and software technical support and troubleshooting services for Mac and Windows systems. Managed and optimized the helpdesk tracking system.

●Participated and led the high-level technical configuration and incident troubleshooting of systems.

●Participated and led the plans and activities around systems maintenance best practices and systems optimization.

●Assisted with the daily maintenance of select production systems within the network, server, and voice technologies, including but not limited to implementing security patches and updates, reviewing logs, defining disaster recovery schedules, and monitoring up-time of services.

●Participated in and may develop initiatives contributing to an innovative and strategically aligned team.

●Created and maintained system procedural and technical documentation including project statuses and adding sufficient resolution notes to assigned tickets.

●Assisted with the planning, recommendation, and implementation of changes to operating system platforms, system hardware, and related technologies in support of organizational goals.

●Provided operations, monitoring, and support services including provisioning of user accounts and worked with other groups to ensure timely user access that adheres to security policies.

●Assisted in planning and implementing information security systems.

●Coordinated with vendors to resolve technical issues.

●Handled all escalation problems with hardware and software.

●Supported end user remotely via phone, desk side for resolving desktops, laptops, tablets, phones issue.

●Supported higher-level infrastructure staff with ongoing countywide project management activities.

●Identified and implemented opportunities to improve processing and maintenance efficiency.

●Worked with Active Directory user management and exchange 2003 user management.

●Provided support and assisted in training lower-level staff.

●Worked with Engineers and representatives from County departments/agencies to analyze departmental business requirements.

●Attended training, seminars, and programs to remain current on IT industry trends.

Environment: Azure AD, Active Directory, Microsoft O365, Microsoft Windows 2022 Server, Windows 10/11, Android, One Drive, SharePoint, Microsoft Teams.

IT Support Analyst, Episcopal Community Services, San Francisco, CA, Jun 2017 – Apr 2021

●C-level executive support

●Direct report to IT Director

●Firewall configuration and security

●Anti-phishing maintenance

●Cloud security

●Worked with Microsoft Windows server and workstation operating systems.

●Worked with Data Network and Telephony infrastructure (including wired telephony, VoIP, wired networking, VPN, VLAN, and WLAN).

●Worked with Microsoft Cloud Services – Office 365, Azure, SharePoint, Intune, etc.

●Worked with Standard office applications – Microsoft Office, Acrobat, Chrome, and other third-party applications.

●Worked with Virtualization hypervisors – VMWare, HyperV, etc.

●Responsible for the upkeep and maintenance of A/V conferencing systems.

●Worked with A/V Integration, A/V Breakouts, Audio, Video, Camera Operation, and Lighting.

●Setup and install onsite in office A/V equipment such microphones, sound speakers, videos screens, projectors and video monitors. Termination testing cable layout from schematic plans of audio, video, data cable and power requirement for equipment.

●Administered tools and techniques (including PowerShell, Windows imaging and deployment, anti-virus/anti-malware applications, remote control applications, server and network equipment consoles, help desk/asset tracking systems).

●Worked with Intel PC-based computer hardware installation, configuration, and diagnosis.

●Worked with peripheral hardware installation, configuration, and diagnosis.

●Worked with IT Resource Lifecycle Management. Deployed Solarwinds software.

Environment: Microsoft Windows 2008 Server, Windows XP/8/10, Android, Azure AD, Active Directory, Microsoft O365, One Drive, Sharepoint, Microsoft Teams, A/V,Zoom, Zendesk Android and iOS MDM, Solarwinds SMC support

Sr. Helpdesk Coordinator, Support Now, San Francisco, CA, Jan 2016 – Oct 2017

●Monitored helpdesk emails and calls.

●Created and administered helpdesk tickets and maintained technician workload.

●Coordinated user support for system administrators.

●Worked with route help desk technicians to user requests.

●Provided support for clients via remote login.

●Supported client systems through phone calls.

●Created user and technician documentation.

●Developed mobile interface and form for user submission.

Help Desk Technician, Annie’s Food, Emeryville, Dec 2014 – Sep 2015

●Troubleshot and repaired Mac and Windows systems. Escalated to correct resources as needed.

●Responded to requests for technical assistance in person, via phone, and e-mail.

●Diagnosed and resolved technical hardware and software issues.

●Followed and assisted in the development of help desk procedures.

●Logged all help desk interactions. Administered help desk software – Track-It.

●Identified and escalated issues requiring urgent attention. Prepared activity reports.

●Informed management of recurring problems. Worked with system information, changes, and updates.

●Collaborated with business users to maintain IT working knowledge of products and services.

●Assisted in the administration of Mobile Phone equipment. Assisted in keeping workstations and servers updated and virus-free.

●Handled onboarding and offboarding of personnel, including issuing company assets (workstations, phones, etc.)

●Maintained company operating system/software image(s) for equipment.

Environment: Mac (Yosemite) Microsoft Windows 2008 Server, Windows XP/8/10, Android, Azure AD, Active Directory, Microsoft O365, One Drive, Sharepoint, Microsoft Teams, Zoom

Consultant, Xoriant, Sunnyvale, CA, May 2014 – Jul 2014

Hardware Refresh Back Office Support, Genentech, San Francisco, CA, Apr 2014 – May 2014

●Troubleshot Windows 2000/XP/2003 and Microsoft Office 2003.

●Worked with Active Directory User management, Exchange 2003 User management, Remote Site Management, BlackBerry Enterprise Management and Windows 2000/XP installation.

●Monitored helpdesk emails and calls.

●Created and administered helpdesk tickets and maintained technician workload.

IT Services Specialist, Embassy International, San Francisco, CA, Feb 2011 – Feb 2013

●Provided Mac OS support and Windows OS support.

●Worked with Microsoft Windows 2008 R2 and user support.

●Worked with Server and network infrastructure. Built out new servers for the Canada branch.

●Server tear down for San Diego and Server tear down and PDC demotion for Washington branches.

●Responsible for image and configured Windows 2008 server.

●Communicated with vendors for new site needs. Migrated windows 7 for over 200 systems.

●Maintained and administered network and servers in an AD environment for local and remote sites.

●Administered WSUS and related GPO. Monitored backups on daily basis and resolved errors.

●Installed computer and network hardware. Provided desktop and network hardware/software support.

●Troubleshot work orders submitted to the help desk.

●Created and maintained user accounts and enforced work security environment.

●Performed orientations with new employees on company policies and procedures.

●Worked with Cisco IP Phone configuration and maintenance.

Environment: Mac (Mountain Lion & Mavericks) Microsoft Windows 2008 Server, Windows XP/8/10, Android, Azure AD, Active Directory, Microsoft O365, One Drive, Sharepoint, Microsoft Teams, Zoom

Network Support Technician, Classic Party Rentals, San Francisco, CA, Oct 2007 – Feb 2011

●Worked with Microsoft Windows 2000/XP/2003 Level II support.

●Managed tickets received by Helpdesk System.

●Troubleshot Windows 2000/XP/2003 and Microsoft Office 2003.

●Worked with Active Directory User management. Worked with Exchange 2003 User management.

●Installed windows 2000/XP. Worked with Altairis Image Creation.

●Worked with Remote Site Management. Worked with BlackBerry Enterprise Management.

Environment: Microsoft Windows 2008 Server, Windows XP/8/10, Android, Azure AD, Active Directory, Microsoft O365, One Drive, Sharepoint, Microsoft Teams

IT Services Specialist, Study Group, USA, San Francisco Bay Area, Jun 2011 – Mar 2013

Network Support Technician, Classic Party Rentals, Oct 2007 – Mar 2011

Network Support Technician, Oct 2007 – Mar 2011

Privately Held; 600+ employees; party and event equipment rental

●Worked with Microsoft Windows 2000/XP/2003 Level II support. Managed tickets received by Helpdesk System.

●Troubleshot Windows 2000/XP/2003 and Microsoft Office 2003.

●Worked with Active Directory User management, Exchange 2003 User management, Remote Site Management, BlackBerry Enterprise Management and Windows 2000/XP installation.

●Installed and troubleshot Printer. Worked with Altairis Image Creation.

●Worked with Nextel Service Coordination Privately Held, 600+ employees, party and event equipment rental Network Support Technician Microsoft Windows 2000/XP/2003 Level II support. Managed tickets received by Helpdesk System.

Prior Experience

Client

Position

Year

MISI Company

Network Support Technician

Sep 2007 – Oct 2007

Legal Resource Network

Jun 2007 – Jul 2007

Gene Koon Attorney Offices

Systems Administrator

Feb 2006 – Jul 2007

Active Directory Migration Team Member/ Desktop Support

May 2007 – Jun 2007

Gene Koon Law

Systems Administrator

Feb 2006 – Jun 2007

East West Bank

Desktop Support /Active Directory Migration Team

May 2007

Raymond House

PC Technician

Jan 2003 – Oct 2006

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