It Support Desktop
Resume:
MARK SUCGANG
***** *********** **., ********, ** 91306
***********@*****.***
Graduate with an MBA in IT Management. IT Support Analyst with over 15 years in end-user and executive desktop support. Expert and highly familiar with Microsoft Desktop Applications, and various Operating Systems, and can troubleshoot multiple end-user software. TECHNICAL SKILLS Operating Systems: Microsoft Windows 11, 10, 7, Mac OSX, Android, iOS, Windows Server 2008, 2012, Linux Ubuntu experience.
Software: Microsoft 365, Google Suite for business (G-Suite), FreshDesk, SnipeIT, ManageEngine EndPoint Central, WebEx Admin, Microsoft Azure/Entra, Microsoft InTune, Microsoft PowerShell, ServiceNow, Active Directory, Microsoft Exchange, Jira ticketing system, QuickBase front-end support, Acronis True Image, BART PE image, FOG imaging, Backup Exec backup software, ImageRight insurance software, Assorted Thomson Reuters software, Basic SQL Queries, Team Viewer, LogMeIn, GoTo Meeting, Webex.
Hardware: Windows and Apple Desktop computers, Windows and Apple laptops, iPhones, Android smartphones, Canon business printers and multifunction machines, HP network and business printers, Avaya and Shoretel VOIP Phone Systems, Network Switches, TCP/IP. EMPLOYMENT ExchangeRight Real Estate Pasadena (Working remotely), CA Sr. IT Support Specialist Oct 2022 – April 2024
● Supporting team members in our satellite offices, and remote employees, and serving the development needs of ExchangeRight, JRW Investments, Telos Capital, and JRW Realty.
● Installing and configuring computer hardware, software, systems, networks, printers, and scanners
● Google Suite for Business Email administrator
● Microsoft Azure/Entra User administrator
● SalesForce User support
● Quickbooks/QBox Support
● FreshDesk Administrator
● WebEx Chat and Phone Administrator
● ManageEngine EndPoint Central Administrator for Windows update Patching
● Support Systems Administrator with any projects
● Serve as a lead for the IT support specialist.
● Malware and virus remediation
● Ensure proper recording, documentation, and closure
● Acts as support for all T2/T3 computer-related problems. Issues may range from application support, hardware replacement, upgrades, updates, and advanced troubleshooting
● Updating hardware inventory information through provided asset management software
● Planning the upcoming onboarding and offboarding of staff
● Deploying and maintaining software installations
● Conducting periodic scheduled maintenance on staff laptops
● Updating and maintaining Linux & Windows based VMs
● Coordinating with team leads and C-Level Executives for authorization for staff hardware and software purchases
● Familiarity with Synology NAS systems – Focusing on File Shares and User Permissions
● Creating miscellaneous IT-related guides for the staff intranet NBC Universal, LLC. Universal City, CA
Technical Support Analyst Jan 2020 – Oct 2022
● Deploy and maintain emerging technology solutions for our clients in the ever-expanding Universal Studios Hollywood Theme Park
● Deals with O365, ServiceNow, Active Directory, Dell Machines, Canon Multifunction machines, Apple Desktop, and Laptops
● Serves as an escalation point to more difficult tickets
● Independently manage workload and ticket resolution
● Evaluate user needs, define technical problems, and work to resolve them on time
● ability to identify outages, manage and escalate appropriately
● Configure and deploy the latest corporate technology per NBCUniversal and Information Security standards
● Ability to provide “White Glove” service to internal executives
● Ensure tickets and escalations are documented in real-time and by Service Desk processes and quality standards
● Perform escalated end-user support to supported software, hardware, and mobile devices.
● Deploy HW/ SW to end-users as well as participate in HW / SW evaluations that will impact customers
● Communicate with all levels of the organization via phone in person or email
● work closely with other IT groups outside of Client Services (Messaging, Network Operations, Workplace Experience, etc.)
Unico American Corp. Calabasas, CA
Software Technical Support Analyst Aug 2012 - Jan 2020
● Provides End-user support for 90+ users.
● Provides Executive Support to the company’s top executives.
● Meets with IT-related vendors regularly.
● Maintains and tests monthly reports distribution jobs.
● Updates and tests current Windows images for new desktop deployment.
● Detects, diagnoses, and reports Windows-related issues on desktops, laptops, and other hardware-related peripherals.
● Configures, and deploys desktops, laptops, and other I.T.-related hardware
● Supports employees remotely using Team Viewer and Webex.
● Trained new employees on company software applications and general Windows applications. Douglas Emmett, Inc. Santa Monica, CA
Desktop Support/Operations Support Tech Apr 2007 – Aug 2012
● Provides End-user support to 300 users in the corporate and remote offices combined.
● Provides Executive Support to the company’s top executives.
● Supports employees remotely using LogMeIn.
● I have implemented an effective way to deploy company desktops and laptops using Acronis software and BART PE.
● Maintains and tests deployment procedures for possible upgrades and increased effectiveness
● Provides training to new users: new employees and new software applications.
● Performs basic support for SQL and Access Queries
● I tested the in-house I.T. Ticketing support system using the Intuit QuickBase Application.
● Responsible for daily audits on each local backup server.
● Assisted in testing and maintaining desktop computers and HP Servers EDUCATION Western Governor’s University Salt Lake City, UT
● MBA in Information Technology Management, December 2016 De La Salle University Manila, Philippines
● B.S. in Electronics and Communications Engineering, December 1999. TECHNICAL TRAINING/EXPERIENCE
● Board Exam Passed (2000): Electronics and Communications Engineering Board exams in the Philippines.
● CompTIA A+ Certified. License# 2010509
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