System Engineer Information Technology

Kerry Esparza

**** ********** ***** *********, ********** 92506

Telephone: 949-***-**** • E-mail: **********@*****.***

Career Summary

I am a serious, conscientious, goal-driven, and dependable individual with over 10 years experience in the Information Technology field. My specialty is Information Technology infrastructure, server, and desktop engineering and support. I am versatile, flexible, well-organized, and I am willing to pursue any position where my skills can be effectively utilized to support your business goals. I have completed the Bachelor of Science in Information Systems (BSIS) program at the University of Redlands School of Business. I graduated at the top of my class, and was elected to the Whitehead Leadership Society. I am a seasoned Operations Analyst with extensive experience in Systems Administration/Engineering. I have demonstrated the ability to quickly understand new products and technologies and apply them to business needs. I am a self-starter that works well within a team or individually. I have strong analytical skills with an excellent ability to communicate clearly and effectively with a variety of corporate audiences. I possess a strong commitment to team environment dynamics with the ability to contribute expertise and follow leadership directives at appropriate times.

Specialties: Microsoft Systems Administration, 24x7 Data Center and Network Operations, Network/Server Monitoring, Change Management, Patch Management, NetBackup, Multi-Domain Security and Management, SDLC, IT Standards and Documentation, Technical Writing, Process Improvement.

Professional Experience

UnitedHealth Group/Optum HealthCare/Medexpress

IT Operations Tech Support Analyst

June 2023 - Present

Supported 3 Business groups Medexpress-United Health Group-Optum Healthcare as a IT Support Analyst. Used Cherwell Helpdesk system on the Medexpress side to facilitate working open issues. Used Enterprise Now and Service Now to support ticketing on the Optum side of the Business. Daily duties included remoting into Provider networks to close hardware and software issues. On call support provided using Tiger Connect and Pager Duty software. Attended all company-wide training sessions for IT Operations support. Installed new Xerox Altalink and Phaser printers at multiple Centers Nation-wide. Used Remote Desktop Manager to support Active Directory changes. Deployed Google Authentication application to company cell phones and generated QR-codes to setup the program in Authlight Token Manager. Installed Ambir scanners/Fujitsu scanners/Ingenico Credit Card Readers, and Topaz SigPads at all locations. Used Azure Office 365 Exchange Admin Center to setup mail groups and manage mailboxes and accounts. Participated in Amwell vs. Optum Inventory Analysis to keep both providers in sync. Used Telehealth Operational Dashboard to monitor State Visits to Providers and Patience visits. Used Splunk to analyze Member information in error situations to sync databases with Amwell and Optum. Used War Room Status Portal to create War Rooms to facilitate problem resolution. Used VMWare Horizon Client to log into Virtual environment to test Patient functionality with SuperUser ID. Performed Fire Chief duties while On-Call to contact all relevant Teams for resolution of critical issues. Worked with Insight deployment group to synchronize new images for HP Laptops and Desktops. Worked with CityNet to repair Cisco Phones and Network port disconnects at all Centers. Used Intune to deploy iPad images and software with profiles. Worked closely with Infrastructure Engineers to review and deploy SharePoint changes. Athena software used for Client Patient visits and collection of images, signature, scanning and printing.

GXO Logistics E-Commerce Fulfillment Center

San Bernardino, Ca

November 2020 to March 2023

Windows System Engineer

Primary site support Engineer for 500,000 sq. ft. facility. Deployed Windows 10 and Windows 11 version 21H2 via Quest Migration tools and SCCM to multiple sites worldwide and part of a domain consolidation and Windows 11 upgrade project. Supported all versions of Windows client from Windows XP, Windows 7, and Windows 10 including support, troubleshooting, and upgrades. System support includes managing all network outages via vendor collaboration, and conference call setup and monitoring to resolution. Used Solarwinds to monitor all network devices on a Global network. Work with Corporate team to provide Service Now CI management and iProc equipment purchasing for all GXO Global team purchase requests. Travel to all West Coast sites to provide support and training for new hires as well as assist in all new deployments. Assist HR team in all Badge processing and door access requests. Windows 10 upgrade project implemented to eliminate obsolete operating systems in the region. Network troubleshooting and administration including installing and configuring Cisco Wireless Access Points and Switches, including installation and termination of all network cabling. Imaging and deployment of laptops/desktops. Respond to all local service requests in a timely manner. Service Now ticketing system used to track/submit IT work requests. Zebra and Brother printer installation, setup, and support. Honeywell Scanner deployment and configuration. HP laptop and workstation configuration, imaging, and support. Participate in GXO Global Engineering meetings to develop new solutions. Participate in ISO 20000 auditing team to provide compliance for IT assets company wide. Deployed and administered Enterprise Citrix to deploy applications as web-based VM’s (VMWare). Used Office 365 Azure web console to manage accounts and deploy licenses.

QVC E-Commerce Fulfillment Center

Ontario, California

November 2017 to September 2020

Senior IT Support Specialist

System support for Intelligrated, Invata (FastTrak), and Manhattan Associates software, including managing all network outages via vendor collaboration, and conference call setup and monitoring to resolution. Available offsite via Mir3 24/7 alerts. Monthly Windows Server 2012/2016 and Windows 10 workstation patching. Supported all versions of Windows client from Windows XP, Windows 7, and Windows 10 including support and troubleshooting and upgrades. Network administration including installing and configuring Cisco Wireless Access Points and Switches, including installation and termination of all network cabling. Imaging and deployment of laptops/desktops with Microsoft SCCM. Automation of SCCM using Power Shell. Motorola RF Gun deployment using Soti Mobi Control platform with APEX RF Cabinets for accountability. Service Now used for incident management. Infoblox used for DHCP/DNS management. Altiris DS used to deploy software and patches to PC's. Manage site deployment of Microsoft Surface Pro running Windows 10. Site-wide deployment of Windows 10. Maintain and setup all PC-related systems in the facility. Respond to all local service requests in a timely manner. Service Now help desk ticketing system used to track/submit IT work requests.

Kohls E-Commerce Fulfillment Center- Sponsored by Apex Systems

San Bernardino, California

May, 2015 to August, 2017

Windows Systems Administrator

Monitor, troubleshoot, and resolve enterprise infrastructure problems at San Bernardino location. Support associates and IT systems in 1 million square foot E-Commerce Fulfillment Center facility. Diagnose complex problems for Dematic Sort Director and Manhattan Associates systems used for scanning and merchandise routing and material handling systems. Network and Cabling troubleshooting and installation including a complete network refresh project. RF gun configuration and repair. Work with Corporate IT to diagnose/resolve production-impacting Database and material handling system problems. Printer troubleshooting/installation/repair. Supported all versions of Windows client from Windows XP, Windows 7, and Windows 10 including support and troubleshooting and upgrades. General desktop and server support working with corporate office associates to diagnose/repair production systems. Installation of thin client computers (WYSE terminals and Chromebox systems) for product processing. Microsoft SCCM used for imaging.

Actavis Pharmaceuticals (formerly Watson Pharmaceuticals)-Sponsored by Irvine Technology Corporation, Inc.

Corona, California

January, 2011 to January, 2015

Global NOC Systems Operations Analyst

Monitor, troubleshoot, and resolve enterprise infrastructure problems for a global, multi-site Windows 2003/2008 Server/UNIX production environment at the Actavis Corporate Network Operations Center (NOC) in Corona, CA.

Use Solarwinds Enterprise Monitoring tools to manage troubleshooting, diagnosis, and resolution of unresponsive servers, applications, and network equipment.

Deployed and administered Enterprise Citrix for 4 years to deploy applications as web-based VM’s (VMWare).

Use Veritas NetBackup Enterprise Administrator and Veritas NetBackup Java Client to monitor in-process backups and diagnose/resolve failed backup jobs. This includes Netbackup client installation, configuration, and the creation of policies. Managed tape rotation and offsite media storage with Iron Mountain.

Service-Now Incident Management software used for incident management, escalation, and assignment.

Vsphere used to manage virtual environment, to create and manage snapshots, troubleshoot VM's, and for reporting.

Datacenter work includes installation of new racks for network equipment and servers, installation of APC PDU's and ATS devices managed by StruxureWare Central, network cabling management, audits of existing power infrastructure for modernization projects, and monitoring of fire suppression systems and air handling systems.

Datacenter Remediation Projects including replacement of existing infrastructure (racks/cabling/power) and implementation of new Data Recovery systems to support acquisitions/mergers.

Quality control/implementation/documentation/support of new systems in compliance with FDA/GxP best practices and requirements. Performed SOX and PCI Compliance audits.

Supported all versions of Windows client from Windows XP, Windows 7, and Windows 10 including support and troubleshooting and upgrades.

Education

University of Redlands

Redlands, California

BSIS (Bachelor of Science Information Systems) GPA 4.0

Graduated in May 2006

University of California, Riverside

Riverside, California

UNIX Certification GPA 4.0

Courses completed: Unix/Linux System Administration I & II, Shell Programming with sed and awk, TCP/IP Security, CGI programming with Perl.

CISCO Network Academy CCNA Certification for Switching and Routing - CCNA Certified

New Horizons Computer Learning Center

San Bernardino, California

Microsoft Windows NT 4.0 MCSE Certification

Windows NT 4.0 MCSE/MCP+I/A+ Certified

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