Office Support

Alvin Sunga

**** ********** **

Antioch, CA *****

Tel. 925-***-****

**********@*****.***

Career Overview:

• Provided day to day problem resolution to end users regarding their laptops, printers, mobile devices, and software applications

• Installed software, deploy and upgrade operating systems, clone disks, upgrade various drives, and troubleshoot network components

• Manage PC and Mac setup and deployment for new employees using standard hardware, images, and software

• Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for handling of support cases

• Provide accurate and timely logging of problems and resolution for problems in ticketing system database.

• Escalated problems as appropriate following Help Desk procedures

• Maintained communication with vendors during the problem resolution process

• Receive, process, and prioritize support calls form users depending on severity levels Experience:

9/2019 – Present Xolv Technology Solutions Walnut Creek, CA IT Specialist 2

• Imaged Mac and PC laptops using SCCM and JAMF

• Installed and provide support to Zoom users for any issue.

• Updated and maintain company asset management using SNOW (ServiceNow)

• Onboarded new hires by creating users account in AD, applying the correct policy and membership

• Assigned licenses to users for Office 365, Adobe products, Zoom, etc.

• Troubleshoot login issues in OKTA, Office 365, AD, multi-factor verification, wireless connections, and network accounts

• Respond in a timely manner to Service Desk requests (SLA)

• Delivered printing solutions using Printer Logic, IP printing and AD printing.

• I created the SOP’s and How to Book for easy troubleshooting for our team. 10/2017 – 9/2019 Oportun Financial Corporation San Carlos, CA IT Specialist 2

• Image Mac and PC laptops using SCCM and JAMF

• Installed and maintained 18 company meeting rooms running on Zoom

• Update and maintain company asset management using SNOW (ServiceNow)

• Assigned licenses to users for Office 365, Adobe products, Zoom, etc.

• Troubleshoot login issues in OKTA, Office 365, AD, multi-factor verification, wireless connections, and network accounts

• Respond in a timely manner to Service Desk requests (SLA)

• Deliver printing solutions using Printer Logic, IP printing and AD printing

• Deployed hundreds of iPhones and iPads in Intune, JAMF, and Airwatch 9/2016 – 2/2017 DFIN - RR Donnelley Financial San Francisco, CA IT Infrastructure Technician 2

• Set up and configured PC/Mac computers, peripheral devices, and smart phones/tablets

• Provided Tier 2 technical support via phone, email, and from ConnectWise ticketing system

• Responded to Service Desk referrals of end-user requests for help solving PC and Mac hardware, software, peripheral or production equipment related problems or issues

• Prioritized problems based on severity, urgency, and impact to the business; tracked all outstanding incident’s until successful resolution 5/2000 – 9/2016 RR Donnelley and Sons San Francisco, CA IT Infrastructure Technician 2

• Responded to Service Desk referrals of end-user requests for help solving PC and Mac hardware, software, peripherals or production equipment related problem or issues.

• Worked with enterprise support groups and outside vendors to resolve problems or issues

• Coordinated through the change management process to move, install, upgrade, remove, and configure site IT assets and supporting infrastructure.

• Supported and conducted routine audits of site IT assets and processes to ensure compliance with established company policies and procedures, as well as compliance with Governmental regulations and policies.

• I Created SOP's or "How To" regularly for our IT team for easy troubleshooting issues.

• Managed company’s Windows Servers in the San Francisco location for any upgrade and change.

• I Delivered printing solutions and peripherals, e.g., scanners / copiers, digital senders, and fax machines.

• I Provided hands on support to the company’s engineering team and vendors for any upgrade/changes in the company’s network infrastructure, e.g. replacing switches, routers, firewall etc.

• Mobile devices: iPad, iPhone, Android.

Skills:

• Exchange: Microsoft Office 365, SharePoint, OneDrive, Dropbox, Outlook

• OKTA (Single Signon SSO), Multifactor Verification, Assign Chiclets, User Account Setup

• Windows Service 2016: Active Directory, Printer Objects, GPO (Build and Setup)

• MDM: Intune, AirWatch, JAMF

• Protocols: TCP/IP, DNS, DHCP, etc.

• Apple Tools: DEP, Apple Configurator

• Mac OS: Maverick, Yosemite, Mojave

• Meetings: Zoom setup and troubleshoot issues (iPad, Mac mini)

• VPN: Global Protect, Cisco VPN

• Storage Tek SL48 Tape Library, Dell Appassure DL1000

• Printers: HP, Ricoh, Xerox

• Remote Tech Support: LogMeIn

Education:

LANOP – Network and Security (Windows, Novel Server) Burlingame, CA University of Assumption – BA Political Science San Fernando, Philippines

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