Information Technology Network Administrator

Steven Garcia

***** ******* **, ********, ********** 90601

562-***-**** – ***************@*****.***

CAREER HIGHLIGHTS

22+ years hands-on experience with PC hardware/software upgrading and troubleshooting.

11+ years of experience in positions of leadership.

11+ years leading and working on enterprise hardware and software deployments.

Experience in the negotiation of software & hardware purchases including software license management.

Knowledge and experience with design of departmental procedures and guidelines, new employee hiring, training, and customer and software QA.

EDUCATION

California State Fullerton University (CSFU) and Fullerton College– Major: Information Technology (2 years completed)

Professional Career Institute - Major: Information Technology (Certification Orientated Program)

CERTIFICATIONS

MCSE

Comptia A+ Certification

CCNA – (In Progress)

MCSA

MCP

Scrum Master certification scheduled for end of April

PROFESSIONAL EXPERIENCE

AEROFIT LLC – 1425 S Acacia Ave Fullerton, CA.

Network Administrator 8/23 – 8/24

Responsible for creating, editing, maintaining all users in active directory.

Created edited and applied all users & groups security for shared files/folders

Creation of all email accounts after recent upgrade to Office 365 previously exchange

Upgraded all switches to Cisco 350’s

Responsible for recent wireless upgrades.

Handled all service and incident requests through freshservice ticketing system.

Upgraded from Windows 10 to 11.

Security patch rollouts in Windows, Office 365, Teams, Edge, Ivanti Antivirus as well as MDE (Microsoft Defender), Cisco VPN, and all Aerospace proprietary software.

Handled all licensing purchases and renewals for hardware and software

Remote support using Dameware and RDP.

Imaging new Dell hardware using Acronis.

Adobe, Foxit, Filemaker, SB Client, Avante, Kronos, SBD, Password Management, Solidworks, Office 365, MS Edge, Badge Software Support and more.

Installed and maintained Network and local printers and scanners.

Responsible for all asset management.

Environment: Windows 10 and 11, Server 2022, Cisco 350 Switches, Ivanti and MDE Antivirus, Office 365

Children’s Hospital of Los Angeles CHLA (Supervisor 3040 VDI / Project Manager) 11/18 – 2/23

Responsible for staffing, performance management and leadership of 12-14 technicians

Process improvement, planning and coordination between Dell, management, end users and all departments etc.

Dealing with budgets and orders of all equipment including the return of all assets and inventory

Verbal and written communications and creation of documents

Used WMS for firmware updates and OU moves as well as AD for users access and GPO’s including mapping printers

Environment: Windows 7, Windows 10, VDI and POS devices running Citrix

Alta Hospital Systems, LLC (Jr. Network Administrator) 2/18 – 5/18

Responsible for virtual server backups through the software Veaamone.

Administrator for our site plus the seven trusted sites we provided service for.

Active directory administration creating users, service accounts, security groups, etc.

Created new shared drives and controlled access for these drives across several domains.

Used Microsoft exchange to create new user accounts, distributions lists, shared mailboxes, etc.

Responsible for daily incremental backups and full backups on the weekends for all VM servers.

Environment: Microsoft Office 2016, Microsoft Office 365, Windows 7, Windows 10

Wells Fargo Dealer Services (Information Security Analyst II) 10/17 – 1/18

Provided upper level support for approximately 100 various applications which included in house proprietary apps as well

as applications such as Western Union, Transunion, iRepo, FileNet, Rightfax, Avaya CMS, Citrix and UNIX and Mainframe based apps to name just a few. This is just a handful of apps we were responsible for provisioning

Responsible for provisioning for all Dealer Services for the proprietary applications we as well as email including Outlook and Lotus Notes, Lync Messenger and Active Directory for new hires and terminations.

Responsible for coordinating and completing SAR, UAR and problem tickets through Remedy BMC and PAC2000. IAM, IEM and ART requests were how access was requested and granted depending on the app and whether you were requesting regular access or exception approved access.

Coordinated and provisioned bulk access requests and user changes as needed. Some requests had over 300 changes per a single ticket as an example whether they were access changes or terminations or even new access.

Required to be able to work independently as well as with the team as needed. Multi-tasking and detail orientation was a must to be able to document the requests sufficiently. User access was very secure per our teams SAA (Security Access Administration) guidelines.

Fundamental understanding of audit processes and adherence to all guidelines was a must to minimize risk of users having improper access. They were granted access per their title using a security matrix and if different access was needed proper exception approval signatures were required before such access could be granted.

Environment: Windows 7, Windows 10, Server 2016, Unix, Mainframe, 100 web or locally installed applications, Office 365

Pacific Life Annuities (Sr. Desktop / Application Support) 8/14 – 7/17

Provided senior level technical support for an organization of 35,000+ employees and customers throughout the U.S. and overseas.

Continuously worked on improving service and support processes which complied with company, regulatory, and legislative practices and requirements.

Recommended situational variances from operational and technical specifications related to both desktop and mobile support issues.

Communicated changes to policies and procedures to internal and external customers to ensure support activities were aligned with corporate strategic directives and the stated IT goals.

Participated on project teams to provide requirements, define technological needs, and ensure that processes were in place to streamline Desktop Support activities within the Project Life Cycle.

Responsible for asset management of all company owned desktop related software and hardware.

Responsible for physical and logical relocation of company assets from the Aliso Viejo office to the new Newport location. The project included the coordination of multiple activities with vendors, business partners and management to ensure minimal downtime for business-critical applications, phones and systems.

Environment: Windows XP, Windows 7, Server 2003 and 2008, Microsoft Office, SQL Server, McAfee, and dozens of proprietary web applications.

Kaiser Permanente (Application / Desktop Refresh Support Supervisor / Project Manager) 8/08 – 7/13

Responsible for the management of 6 desktop/application support technicians. Maintained statistics on individual performance on a daily and monthly basis and prepared performance evaluations based upon the collected results. Created, maintained and generated spreadsheets for the purpose of reporting employee and call center statistics to upper management. Monitor and maintain asset management database (Remedy), equipment return due to lease expiration and negotiation of new lease agreements.

Built, implemented and continue to maintain solutions to help define strategic and tactical direction as it related to business needs. Accountable for maintaining logs for performance related issues. Prepared reports for management to identify if SLA requirements have been met through Remedy our ticket tracking software as well as excel. Provided upper management with data on spreadsheets to maintain asset management as well as through Remedy.

My team as a whole was responsible for the building and imaging of all new systems which includes desktops, laptops and wireless carts. We are responsible for all data transfer, software installation and configurations. As well as setting up printers (local and network), Verifone credit card readers and POS systems.

My team was responsible for ordering products that support our business needs including but not limited to the following: Network printers, desktop PC’s, laptops, routers, switches, POS products, and software licenses, etc. Developed and maintain strong business relationships with vendors. Negotiated contract and lease terms for all equipment purchased or leased through Hewlett Packard for Kaiser as a whole. Periodically analyzes several sources of office documentation to combine into master spreadsheetsand/or a database to provide to upper management. Offering options on purchases and cost saving analysis for future orders. Keep all medical records in strict accordance with SOX compliance regulations.

Environment: Windows XP, Windows 7, Server 2000 and 2003, Microsoft Office, Lotus Notes, SQL Server, McAfee, etc.

Toyota Motor Corporation (Sr. Application Support Analyst) 1/08 – 7/08

Provided top tier application support for over 20,000 users. Provided technical guidance and helped users troubleshoot various issues. Created and administered a departmental knowledge base.

Responsible for the maintenance of security access to confidential data systems used by customer service personnel, which required adding, deleting and correcting authorization levels for all staff. Worked closely with the team to ensure the highest level of service to our customers. This included the mentoring, testing and training of team members on new procedures and security best practices.

Worked as a liaison between end users and the core development team when customers submitted enhancement requests. Also worked closely with the coredevelopment team to identify and resolve application bugs.

Worked closely with Data Management System Team (DMS) to ensure confidential files were sent successfully via FTP. This included troubleshooting communication and file errors.

Environment: Windows XP, Windows Server 2003, Lotus Notes, FTP, 20 + Proprietary Applications

AMC Mortgage Services (Lead Application Support Analyst) 08/04 – 06/07

Responsible for the provisioning of security access to confidential data systems used by customer service personnel, which requiredadding, deleting and correcting authorization levels for all staff in a number of mortgage applications. Supported over 10,000 users in a call center environment.

Responsible for providing technical support with ongoing projects and implementation of new software. This included troubleshooting of software and consulting 3rd party vendors on application errors.

Provided top tier technical support. This included the installation and support of the following applications: Lotus Notes R5 & R6, Active Directory, MS office, and several other applications.

Trained groups and individual users on various applications. This included both 3rd party software as well as applications that were developed in-house.

Maintain that all financial records kept are in accordance with SOX compliant regulations. The maintenance of such records should be stored for a minimum of 5 years before they are destroyed and that the IT departments adhere to such rules.

Follow strict policies for account logons, account management and privilege use only. Store records in a secure off-site if possible.

Environment: Windows 2000 & XP, Windows Server 2003, Active Directory, Lotus Notes, SQL Server, Citrix MetaFrame, 50+ proprietary applications

Helpdesk Automation Experts Inc. (Sr. HelpDesk Analyst) 07/03 – 10/03

Provided Sr. level support for over 1000 customers. Conducted product evaluations, researched new technology and systems; tested and integrated new products.

Solely responsible for helping to define and implement strategic and tactical direction as it related to business needs. Conducted focus groups to determine the need for new systems, timeliness of existing systems and the impact of proposed changes that in turn helped identify gaps and prioritize initiatives. Provided upper management with proposals for time and cost effective procedures and technological advances to help reduce duplication of effort and resolution of system conflicts. Helped build relationships and influence executive business partners.

Responsible day-to-day administration and management of 10+ servers.

Monitored and maintain asset management database (Altiris)

Responsible for ordering products that supported our business needs including but not limited to the following: Network printers, Desktop PC’s, Routers, switches, POS products, software licenses, etc. Ability to successfully build and maintain strong business relationships with vendors, customers, and contacts.

Environment: Windows 2000 & XP, Windows Server 2003, Active Directory, Exchange 2000, SQL, Goldmine and Heat

Professional Career Institute 04/01 – 02/03

I took this time off of work to further my education and attend technical school.

SKILLS

Extensive knowledge with installation, administration and maintenance of the following:

Microsoft products including Windows 11,10,7, XP, NT, 2000, Server 2016, 2022, MS office 365, MS and Edge

Configuration of Lotus Notes, Sametime IM, MS Teams and Office 365

Active Directory and servers administration

Norton, McAfee, AVG Ivanti and MDE Antivirus systems as well as encrypted drives using Bitlicker

Ghost/Acronis and remote access software programs such as PC Anywhere, Dameware, Push VNC, Altiris and RDP

Extensive support of in-house developed applications such as Appxtender, Tracker, Vision, SB Client, Avante, Solidworks and several other proprietary web applications

Hardware and software expert

Ticket tracking applications such as Peregrine, Remedy, BMC, PAC2000, Service Now, Freshservice Track-It and Heat

Verifone credit card reader machines (POS Machines), Printers and Label Printers including Zebra’s

Adobe (professional, reader, flash, etc.) and Goldmine (CRM)

PCI, HIPPA and SOX Compliance

Creating and updating documentation in SharePoint, Word Docs or a Knowledge Base

I was the appointed trainer is several positions that I held, I even came up with the curriculum at Kaiser

Created processes to make the projects flow smoother and more efficient

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