Information Technology Los Angeles
Resume:
Monquence A. Goodwin
Los Angeles, Ca 90019
Phone: 213-***-****
Email: ad5xwj@r.postjobfree.com
OBJECTIVE: Seeking a challenging career in Information Technology or Customer Relations
SUMMARY OF SKILLS:
HARDWARE SOFTWARE INTERPERSONAL
*ServiceNow *Cerner *HIPPA
*Bitlocker *Filevault * MDT
*Deployment Studio *Okta SSO *Win/98/2000/NT/XP/8/10/11 *Over 20 Years experience *Airwatch MDM
*AD-Manager Plus *Office 365
*Google Android OS *RSA *MFA
*Laptops *Windows *Active Directory
*Management & Leadership
*MS Office 2007, 2010, 2016 *Customer Service
*Storage Devices *Servers *Scopus Database (Oracle) *Customer Relations
*Fax/Modems/Phones *Microsoft Outlook *Training *SCCM
*Monitors *System Service Manager Configuration *55 WPM
*Scanners *MACs *Telephone Support
*iPhones *MS Internet Explorer *Security Clearable *Netsuite
*Network Cable *Active Directory
*Printers *Management Console
*CAC *Remedy *Cisco *Citrix *VMWare
Education and Awards:
Certificates: MCP, A+, Network+
Bachelor of Science for Computer Information Systems
EDUCATION and AWARDS:
EDS\NMCI. San Diego, CA
Top SW Resolution Performer- Year of 2006 and 2009
Best Average Handle Time 8 times
WORK EXPERIENCE:
Huntington Hospital 6/23-4/24
Desktop Support\Help Desk Specialist
Assigned computers to the correct domain
Supported Microsoft Windows 7 10 and 11. Office Suites: Microsoft Office 2010, MDT, 2016, 2019,System Configuration Software: SCCM, Dell DMT, AWS, Apple Configurator
Planned, analyzed, configured, and installed new personal computer systems to determine user specifications for hardware and software upgrades
Supported Cerner Inquiries for all associates.
Utilized GoToAssist to remotely connect to computers
Provided Tier 1 and Tier 2 technical support by handling systems-related issues
Re-imaged laptops and desktops on a daily basis
Documented response and resolution processes for team compliance
Supported Dell, HP and other brands
Reloaded OS’s and drivers and configured software to customer’s desire.
Dealt with Virtualization, Networking, Security, Videoconferencing, Virtual Desktop Infrastructures (VDI), network storage, and VoIP systems.
Northrop Grumman 5/22-5/23
Desktop Support Analyst\Help Desk
Performed computer migration duties for 18,000 plus clients
Assigned computers to the Northrop Grumman network
Provided VPN support for users that were offsite
Track all help desk issues and ensure that all are assigned to a staff member, are completed, and that users are kept informed of the status of their requests
Utilized Microsoft SCCM to manage and deploy software for end-users.
Analyzed problems and provided technical assistance
Re-imaged with Deployment Studio
Point of contact for VIP and Executives regarding tech support
Used ServiceNow to document tickets and review cases
Managed and edited accounts using Active Directory
Kaiser Permanente Hospital 12/21- 5/22 Los Angeles, Ca
Covid Screener\Radiology Check-in Support
Searched databases to pull up records for client information and appointments
Screened members based on Covid-19
Calculated funds on a daily basis using proprietary software
Gathered information to validate Kaiser members
Viewed medical records to make sure clients qualified for certain services
Checked patients in for Radiology and Laboratory appointments .
Los Angeles AFB\The Aerospace Corporation 2/12-3/20 El Segundo, Ca
Helpdesk Specialist / Supervisor Asst.
Support systems infrastructure, hardware, and software, including analysis, planning, design, development, implementation, provisioning, upgrade and day-to-day operations for DoD
Provided Tier 1 and Tier 2 technical support by handling systems-related issues
Supervised 12 members to ensure great quality service
Involvement in Software & Hardware installs, related to Microsoft Office, Antivirus solutions, Mac OS and Windows OS updates.
Working knowledge of Mac OS
Troubleshoot, diagnose and resolve Windows and MAC OS X software, applications, security, firmware and connectivity issues.
Monitor workflow and tickets to make sure team reached SLA standards
Documented response and resolution processes for team compliance
Collaborated with HR to make sure all accounts were valid.
Engaged in project management duties periodically.
Solved problems efficiently in a timely manner for project managers.
Provide user account management and account and group policy management for DoD.
Utilized Active Directory, MS Exchange, MS Office Products to assist clients
Used Ivanti and other Remote Desktop software to access customers computers.
Worked effectively under pressure and provided extraordinary customer service
Dealt with Virtualization, Networking, Security, Videoconferencing, Virtual Desktop Infrastructures (VDI), network storage, and VoIP systems.
Displayed strong communication and consultative skills within a team environment
US Airport 09/2011-11/2011 Houston, Tx
Desktop Support Specialist\Software Analyst
• Supported thousands of end users with software and hardware issues.
• Replaced and fixed printers, ticket printers, monitors, keyboards, etc.
• Reloaded OS’s and drivers and configured software to customer’s desire.
• Located devices on the network using active directory
• Remoted into clients machine for fast and convenient service.
US Military 03/2004-12/2010 San Diego, Ca
Network Systems Engineer\Helpdesk Agent
• Utilized Active Directory, Windows 2000, XP, Win2007, MS Office 2007, 2010
• Handled inbound calls in a professional and precise manner.
• Updated accounts on a daily bases using Remedy.
• Averaged 200-300 calls on a weekly basis.
• Assigned users to the network in a LAN environment with Dell computers
• Mapped network drives with permission over the phone.
• Utilized windows server 2003 and 2008 to resolved technical issues
• Supported clients with mobile devices such as PDA’s and Blackberries.
• Configured Active Directory to search for components and setup mailboxes.
• Customized the operation of customer’s mailbox functions using Active Directory.
• Evaluated computers and customers with a tool called Computer Management.
• Resolved corrupted roaming profiles to allow clients to used approved computers.
• Performed troubleshooting steps to help associates gain access to the network.
• Programmed Internet Explorer to work with all URL's and various Web Applications.
• Setup and resolved Outlook accounts based on the clients request.
• Had to lift 40-50 pounds periodically to meet customer request.
• Configured Windows XP, Windows 2000 to work with required Software's.
• Used System Center Configuration Manager to remote into machines.
• Configured the Host file and DNS to keep customers up to date.
• Evaluated and resolved Exchange Server Issues for Outlook Email 2007
• Assigned Outlook accounts to the correct Exchange Server base on client’s location.
• Configured proxies and exceptions within the GPO rule.
Household Automotive 6/2001-2/2004 San Diego, Ca
Financial Agent/Supervisor
• Educated customers on financial planning and the financial policy.
• Provided payment plans and financial help to customers.
• Managed and updated files daily.
• Kept accounts current providing financial assistance.
• Provided customer care to customers using database software.
• Presented strong time management and organizational skills to all customers.
• Used Microsoft Office Product to keep information organized.
• Analyzed the policy regarding Household Automotive Insurance.
Sutherland Group 3/1998-6/2001 San Diego, Ca
Help Desk Engineer (Lead)
• Level 2 technical telephone support for Hitachi laptops and servers for user’s world wide
• Assisted customers in the use of Windows 95, 98, XP, MS Office Suite, fax and communication software.
• Escalation point for level 1-2 escalated calls.
• Investigated and resolved 30-35 computer hardware and software problems daily.
• Supervised, monitored and trained technical support personnel to insure first call resolution of over 90%.
• Recipient of the 1999 Sutherland Annual Team Builder Award.
• Supervised and performed Quality Assurance tests on laboratory equipment.
• Installed software and tested multiple computer systems.
• Trained office personnel on the use of computers, Windows 95 and MS Office software.
• Assembled, upgraded and repaired PC computers (component level).
• Added users to the network and assigned them to network devices.
• Sold installations and upgrades.
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