IT support analyst engineer
Resume:
Brian Babayans
*************@*****.***
PROFESSIONAL SUMMARY
●15+ years of Technical support experience diagnosing and resolving technical and customer issues
●Proficient in Windows based environments and MS office applications
●Able to understand and find solutions through troubleshooting, problem solving with a strong emphasis on customer service and being able to explain complex technical issues in easy-to-understand language
●Provided support for over 1200 users at every level in a wide range of applications specific the needs of the clients (doctors, nurses, engineers, medical staff, and administrative staff)
●Worked on clinical applications for medical staff configuring applications and performing break fix
TECHNICAL SKILLS
●Platforms: Windows 10, Windows 7, Windows NT/2000/XP, DOS, Apple OS
●Software: MS Office 365, Outlook Express, Active Directory, Cisco IOS, Service Now, Remedy, SCCM configurations and installations, Cisco VPN, Okta, Lotus Notes, Adobe suite and much more
●Hardware: Dell, HP, IBM, Xerox and Canon printers, credit card payment systems, Cisco Phones, switches from a variety of companies, WiFi, Cisco routers, SMTP, TCP/IP, DHCP
EDUCATION/TRAINING/CERTIFICATION
●Bachelor of Arts degree, University of California, Los Angeles
●Certified CCNA - Cisco Certified Network Administrator
EXPERIENCE
Takeda Pharmaceuticals – Technical Support Engineer - March 2023 – May 2024 Contract – Ended due to budget
oSuccessfully deployed and configured 300 Lenovo laptops and desktops for users before the actual deadline. Promoted to team lead for new technicians and trained them on day-to-day functionality. Configured customized engineering applications for individual employees and customized settings and specialized applications. Set up drivers and specialized software for users, specialized applications, printers and much more for each employee.
oStrategized with management in numerous departments on technology implementation within the organization from server hardware and software, vmware, routers and switches and much more. Shared knowledge with other team members on troubleshoot new issues and workarounds for known problems with software and hardware. Installed and configured proprietary engineering devices.
oProvided daily support for 300 users in various departments including engineering, science, administration and other departments.
oTech Bar – once a week we supported users in a walk up area to resolve any specific problems they were experiencing.
oService Now ticketing system - used to update tickets daily with new information, close tickets, and update the asset inventory of laptop serial numbers in the CMDB database.
oActive Directory – managed user accounts, serial numbers, organizational units, and domains within company. Performed database updates using serial numbers and assigning new laptop numbers for users. Created accounts for new employees.
oCreated and managed Smart sheets and Excel spreadsheets for inventory, project management, databases and much more.
Wella – Dec 2021 – Narch 2023 -Technology Engineer and IT Analyst – Contract ended
IT support for 300 users using Service Now for tickets. Updated, created and resolved tickets using Teams and remote console.
Performed large laptop upgrade for company for new laptops for over 200 users.
Set up conference rooms with audio and video for presentations. Used USB Dongles and trained employees how to switch between presenters.
Configured PC's using customized process of user rights and ZScaler with Office 365 to set up Laptops.
Executed Powershell commands to bind new imaged PC's to Intune and Azure rights and imaged laptops with company standard software.
Met with vendors and researched software for office reservations of kiosks for traveling employees.
Updated old laptops with latest versions of windows 10 and upgraded bios settings for reconfigured older laptops for employees.
Installed and configured SAP for logins during upgrade process and performed troubleshooting and working with vendor to fix software issues.
Researched drivers for multiple monitors using new Windows 10 image and old docking stations.
Managed Office logins and zscaler logins during the company separation from parent company.
Assisted users with audio video projections for meetings and presentations using console settings
Assisted users with printing issues with the new software image.
Managed asset inventory of old returned laptops in excel spreadsheet.
Aerojet Rocketdyne - Windows 10 Imaging and Application Specialist - Dec 2019 – December 2021
●Imaged and deployed PC’s with Windows 10 and installed and configured engineering and enterprise and business applications for staff for both Aerojet and CGI Federal using SCCM.
●Used Active Directory extensively daily to place PC’s into multiple domains, adding groups to install engineering software and assigning permissions for the PC depending on the location in the US
●Sanitized hard drives for wiping data off before ewasting the PC’s
●Maintained asset inventory using Service Now ticketing system and closed tasks out for specific imaging projects
●Assisted with set up of new PC’s and asset tagging equipment and scanning serial numbers into Excel spreadsheets for asset inventory
●Assisted IT Support team with break fix calls and removing hard drives during a data spill of classified information and wiping them with special data removal software.
NTT Data - Technology Infrastruction Systems Analyst and IT support - Onsite at Cedars Sinai Hospital Dec 2016 – Dec 2019
Worked on clinical applications for Doctors, nurses and administrative staff configuring them and performing break fix and setup, configuration, and installation of new and existing PC’s
Supported 1200 users in 3 different clinics
●Installed, configured, and tested imaging software created by IT engineering staff on current and new PC’s
●Upgraded PC’s from Windows 7 to Windows 10 using SCCM image with specific hospital software
●Maintained asset inventory using Excel
●Supported 1200 users in Cedar Sinai Hospitals for three different clinics
●Used Service Now ticketing system to update and close tickets
●Assisted team members with projects, tickets and other work such as installation of new PC’s for existing users and for new floor buildouts, printers, network testing
●Troubleshot issues in the hospital, which included Outlook, email issues, password resets using Active Directory, new hires, and permissions
●Also troubleshot specialized hospital equipment for nurses which were devices used by nurses such as scanners, WOW’s (windows on wheels)
●Configured and deployed PC’s for deployment using imaging scripts and adjusting settings in the software depending on their location
●Added new users to local domains using Active Directory
●Configured and installed Office 365 and Outlook
●Set up meeting rooms for conferences with phones and laptops and projectors.
●Configured iPhone medical apps for hospital staff for specific needs of their departments
●Maintained local area networks, OS’s, software, server hardware, IT peripherals.
●Tested and repaired equipment
●Configured Okta verify on phones and through security network
●Engaged with users to determine future business needs and developed communication lines between the users and the IT department to improve relations
●Trained users on how to use PC’s, open help desk tickets and how to order new equipment
●Project management associate
●Worked with project managers on build out of new floor for hospital
●Used floor map to designate network drops, deployment of furniture and PCs, printers, phones, scanners, and more.
●Attended daily meetings to coordinate tasks for particular project tasks and met with construction team, telecom and network team and implemented work strategies with them
●Coordinated work with coworkers on deployment of tasks for IT related projects
●Worked around delays of tasks due to missing parts or work needed to be completed by other teams
The Capital Group – Macintosh Desktop Support Analyst - 2002 – Dec 2016
●Primary Macintosh support for Marketing Department in both Los Angeles and offices in the US and a several offices in Europe.
●Promoted to team lead for new technicians.
●Responsible for presenting both short and long-term technology solutions to top management for approval, and subsequent procurement and implementation of approved solutions
●Provided training and support for over 400 users at every level in a wide range of applications specific the needs of the clients, including multimedia set up and configuration (hardware and software), email support, MS Office support, graphic design and word processing, software configuration and upgrades for new and existing Macintosh computers
●DHCP and TCP/IP configuration on desktops and routers
●Assisted marketing department during client conferences by configuration and setup of computers for multimedia presentations (video, sound, presentations and more)
●Assisted during moves of departments to different floors testing network connectivity and more
●Created baseline software and hardware setup for Disaster Recovery in emergency office
●Set up remote access software and hardware for satellite offices
●Configured and tested applications with users during practice sessions
●Attended industry conventions and training for applications specific to our supported department
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