Desktop Support Software

Katrina Perona

Montclair, CA

951-***-**** – Email: *******.*****@****.***

TECHNICAL SUMMARY

• Team Supervision

• Project Planning and Management

• Server Management and Maintenance

• Infrastructure Management and Maintenance

• Experience in Microsoft 2003, 2008, 2012 Server OS

• Experience in Active Directory user management, group policies, network file sharing

• Proficient in VMWare Workstation 10 machine creation, monitoring, cloning

• Proficient in VMware vSphere, View Admin and Horizon Client (VDI)

• Proficient in remote desktop and offsite troubleshooting

• Proficient in Windows/MAC OS platform, MS Office 365 PROFESSIONAL EXPERIENCE

Robert Half Technology Claremont, CA May 2019 –Mar 2020 User Support/ Information Technology Specialist

• Migration to Windows 10

• Migration to O365

• Migration to Box Cloud Data Storage

• Network Configuration VOIP

• Network Configuration Data

• Hardware Upgrade and Deployment

• Imaging Windows and MAC Computers, Laptops, Tablets & iPad

• Documentation creation and updates

• Cable Management

• Customer Service and education

• Software Installs, Updates, Configurations

• Peripheral Deployment

• DHCP and TCP/IP management

PROFESSIONAL EXPERIENCE

Effortless Office Las Vegas, NV Sept 2016 – Nov 2018 Jr. Systems Administrator

• Responsible for Data Migration onto cloud-based servers

• Windows Systems Administration (Server 2016, 2010 and 2008)

• Microsoft Exchange Administration and support (Outlook 2013, 2010, and Office 365)

• VMware Administration including System maintenance, VM Template creation, VM additions

• Building, maintaining, supporting, managing physical/VMWare servers – Windows Server 2003/2008/2012/2016

• Worked with VMware vSphere, View Admin and Horizon Client (VDI)

• Remotely supported over 100+ clients as well as their applications

• Participated in 24/7 on-call support for network, servers, Office 365 and more

• Responsible for the set-up of workstations for desktops, laptops, PC’s, mobile and more for over 1,000+ end users at multiple client sites

• Documented and supported any customer application migrated onto company’s cloud servers

• Resolved minor network issues – TCP/IP protocols, printers

• Collaborated with vendors for critical application issues

• Utilized Acronis, Ghost and SCCM to image/deploy Windows operating systems for client machines

• Utilized proprietary ticketing system for tier II/III issues related to software/hardware/applications

• Active Directory Administration for onboarding/terminating end-users – creation/modification of Group Policies

• Manage, monitor and support File Servers, create group files shares and network folders

• Configured, set-up, maintained VoIP (Shortel/Cisco) extensions, voicemails, call routing, etc.

• Support Mobility - Apple IOS, iPads/iPhones/Androids and laptops/tablets

• Performing and ensuring proper installation of cables, operating systems, or appropriate software.

• Prepare evaluations of software or hardware and recommend improvements or upgrades.

• Confer with staff, users, and management to establish requirements for new systems or modifications. Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support. A- Check Global Riverside, CA Jun 2015 – Apr 2016 Integrations Analyst/ IT Support Technician

• Utilized Active Directory for onboarding/terminating process of end-users

• Set-up, troubleshooting, decommissioning of Exchange e-mail accounts

• Resolved minor network issues – TCP/IP protocols, troubleshoot printer issues

• Utilized remote tools to troubleshoot software issues along with application issues

• Provided Tier 1 support for end users regarding software/hardware issues

• Ensures all technical incidents are analyzed, resolved and communicated to the end user in a timely manner

• Supporting and troubleshooting Cisco VPN issues

• Develop and direct software system testing and validation procedures, programming, and documentation

• Confer with systems analysts, engineers, programmers and others to design system and to obtain information on project limitations and capabilities, performance requirements and interfaces

• Analyze user needs and software requirements to determine feasibility of design within time and cost constraints

• Store, retrieve, and manipulate data for analysis of system capabilities and requirements

• Consult with customers about software system design and maintenance

• Supervise the work of programmers, technologists and technicians and other engineering and scientific personnel.

• Coordinate software system installation and monitor equipment functioning to ensure specifications are met

• Determine system performance standards

• Train users to use new or modified equipment.

Launch Tech USA Ontario, CA Feb 2011 – May 2015

Technical/Hardware Support Manger

• Automotive diagnostics, download programs – updates for machines

• Oversee the daily performance of computer systems

• Remote troubleshoot software applications, updates, testing

• Utilized proprietary ticketing systems for hardware/software related issues

• Answer user inquiries regarding computer software or hardware operation to resolve problems. Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.

• Refer major hardware or software problems or defective products to vendors or technicians for service. Develop training materials and procedures, or train users in the proper use of hardware or software.

• Confer with staff, users, and management to establish requirements for new systems or modifications. Hire, supervise, and direct workers engaged in special project work, problem solving, monitoring, and installing data communication equipment and software.

• Inspect equipment and read order sheets to prepare for delivery to users.

• Remote assistance with end users.

• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.

• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support. EDUCATION AND CERTIFICATIONS

University of Phoenix - Rialto, CA Relevant Course: Security, Operating Systems Diagnostics United Education Institute - San Bernadino, CA Relevant Course: Computer Systems Technician

• Trained A+ Certification

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