Los Angeles Desktop Support

MALIK TAYLOR **************@*****.*** • 949-***-****

LinkedIn • Los Angeles, CA

PROFILE

Customer focused IT professional with

over 10 years of experience of technical

and operational delivery and project

management success within complex,

deadline, and task driven environments.

Provision of hands-on design,

deployment, integration, trouble

shooting and issue resolution of IT

infrastructure and application projects.

Common sense approach and

“big-picture” vision with the confidence

to recruit, train, coach, develop, and

manage technical teams and liaise with

senior business stakeholders to deliver

quality outcomes and enhance customer

satisfaction.

AREAS OF EXPERTISE

● Project Management

● Trend Analysis

● Solution Designs

● Tier 2 Help Lines

● Technical Support

● Team/Individual Coaching

● Business Analytics

● User Training

● Software/PC/LAN Troubleshooting

● Cyber Security

● Continuous Improvement

● Network Migration

● Cloud Adoption

CERTIFICATIONS

● CCNA

● CompTIA A+

● MCP

PROFESSIONAL EXPERIENCE

Desktop Support Analyst, Sep 2022 to Present

Randstad Technologies (National Football League— Los Angeles, CA

● Install and troubleshoot hardware and software on both Windows & Mac platforms.

● Record, track and document the help desk request problem solving process including actions taken through to the final resolution.

● Assists in AV setups as needed for meetings.

● Set up new workstations for users (deploying equipment, checking over account setups).

● Administration of Active Directory-accounts, and group policies

● O365 administration – user and mail profiles, shared mailboxes, distribution lists, security groups.

● Remote and hands-on support for desktop users, network and server infrastructure (1500+ Employees.)

● Create documentation for staff for training purposes. Data Center Operations Analyst, Dec 2016 to Jun 2023 NTT (Cedar Sinai Hospital), Los Angeles, CA

● Processed incoming and outgoing data and reporting for assigned clients within expected timeframes.

● Outlined value stream mapping on key strategic IT subjects for company-wide objectives.

● Maintained up to date knowledge of new software developments in server technologies.

● Identified network issues and designed/implemented solutions without incurring any downtimes.

● Monitored DS1, DS3, OC3, OC12 and OC48’s using CTM (Cisco Transport Manager), SolarWinds, and WhiteRock to ensure uptime for data transport.

● Implemented lean decision-making strategies to streamline Data Center Server calibration and reduce maintenance downtime.

● Assisted customers design strategies to leverage recently adopted technological capabilities.

● Mastered Fujitsu, Preside, and Cisco to trace and test circuits and performed copper and fiber-wiring installation.

Desktop Support Analyst, Dec 2021 to Jul 2022

Randstad Technologies (Thompson-Coburn LLP) — Los Angeles, CA Page 1 of 3

● Network+ ● Provided troubleshooting and needs-based solutions to technical issues

(Windows, Mac OS, Citrix, Teams, Zoom, WebEx, DNS, DHCP, VPN, etc.) while maintaining preeminent business relations.

● Marshalled internal and external resources to provide project management support for all technological platforms.

● Spearheaded the corporate imaging project for all Windows PC’s, tablets, Thin Clients, iMac’s, MacBook Pro, Mac Towers and Mac Air Books. Desktop Engineer II, May 2015 to Dec 2016

Martin Luther King Jr. Community Hospital — Los Angeles, CA

● Led a collaborative effort with other engineers to maintain and improve proprietary systems including Cerner Millennium and Cerner Pathnet.

● Designed and implemented backup plans for servers and share drives and an API to sync data between internal and external databases.

● Authored standard operating procedures while ensuring strict adherence to corporate compliance and cyber security standards.

● Coordinated the cross-functional training sessions for the deployment and use of SCCM 2012.

PROFESSIONAL EXPERIENCE, CONTINUED

Network Operations Analyst, Oct 2011 to Feb 2015

Net Data Centers, El Segundo, CA

● Reorganized project components based on fluctuating client requirements and designed solutions to solve customer needs.

● Designed and configured a novel ticketing system using BMC Service Desk.

● Drafted test/turn-up procedures (Bert, RFC, etc.) ensuring fiber optics and copper OSP circuits were compliant with regulatory standards.

● Monitored fault and performance of network infrastructure and networked applications.

● Investigated and researched improvements on existing workflows to improve efficiency. Data Center Technician, May 2007 to Aug 2011

Symantec Corp, Culver City, CA

● Championed continuous improvement strategies that streamlined existing IT infrastructure.

● Provided escalated technical support for complex technical issues and led problem management cases.

● Administered Unix/Linux based systems and PC imaging (Symantec Ghost).

● Performed routine and emergency service network cabling and rack and stack following proper CI protocols and change management guidelines.

Additional Experience

● Office 365 Administrator/Desktop Support Analyst, Lastline Solutions, Los Angeles, CA, Mar 2019 to Dec 2019

● Desktop Support Engineer, Quest (Care1st/BlueShield), Monterey Park, CA, Jun 2018 to Sep 2018

● Support Analyst, Cal State University Chancellor Office, Long Beach, CA, Feb 2015 to May 2015

● Desktop Support Technician, Core Staff Technologies, Woodland Hills, CA, Sep 2006 to May 2007

● Customer Service Representative, Hollywood Internet Café, Hollywood, CA, Jun 2005 to Feb 2007

● Administrative Assistance, Maric College, Los Angeles, CA, Feb 2005 to Jul 2005 Page 2 of 3

TECHNOLOGICAL PROFICIENCIES

Software: MS Office (Word, Excel, Outlook, Access); instant messaging software; VMware applications Browsers: Internet Explorer, Firefox, Chrome, Safari Call-Tracking Tools: HEAT, Remedy, ServiceNow, Altiris, Eznoc, Track-It Hardware: Routers, Firewalls, Switches (managed/unmanaged), Hubs, Bridges, WAPs Modems, Desktop/Laptops, Servers, Motherboards, Printers and Scanners

Networking: LAN & VPN/Remote Connectivity, TCP/IP, IPX/SPX, NetBeui, DHCP, Ethernet, WAN/LAN, WLAN and WINS Platforms: Windows 7/8, Mac OS, iOS, Android, Cisco EDUCATION

No Degree, Computer Information Systems

El Camino College,

Torrance, CA

No Degree, Informational Technology

University of Phoenix,

Gardena, CA

Certificate, Computer Information Systems

Maric College,

Los Angeles, CA

Certificate, Computer Information Systems

Los Angeles Urban League,

Los Angeles, CA

No Degree, Criminal Science

Cal State Fullerton,

Fullerton, CA

A.A. (Liberal Arts)

Santa Monica College,

Santa Monica, CA

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