Engineer Support

ARMAND MERCADO

**** ***** ****** *** ****, California 95131

Email: ***********@*****.*** Mobile: 650-***-****

Professional Summary

Insightful Information Technology Professional with 10 years of IT experience providing excellent technical and white glove support. Dedicated to customer satisfaction with focused delivery of technical solutions. Key Achievements

• Successfully led the efforts of a build out project to deploy print services, video conferencing, and tech lounges in five buildings in one week.

• Spearheaded the process improvements of new hire onboarding process for new employees which drastically lowered the failure rate from 50 percent to 1 percent resulted in amazing on-boarding experiences.

• Mentored junior and intern technicians which landed full time employee roles at LinkedIn and other IT organizations.

Experience

TraxRetail, Redwood City California

Lead IT Support Specialist, 07/2020-Present

• Maintained day-to-day and strategic IT operations for all sites (primary and remote) directly resulting in 10% increased weekly productivity for all end-users.

• Managed multiple SaaS platform (Google, Okta, Microsoft Office 365, Adobe, Crashplan)

• Optimized onboard/offboard procedures with immediate ticket fulfillment and minimal latency upon request.

• Curated IT documentation videos for end users to self-navigate through MacOs environment.

• Ran weekly new hire IT orientation.

• Configured laptops and shipped to remote employees.

• Partnered with business groups to improve processes and improve work efficiency.

• Managed IT support for 1 Parent company and 3 subsidiaries.

• Managed the procurement of IT hardware and software with vendors. LinkedIn, Sunnyvale California

Senior IT Support Specialist, 08/2009-06/2020

• Act as a liaison between 1st and 2nd level tier teams and Engineering teams and provided technical solutions to user escalations.

• Supervised 5 offshore technicians to support onboarding and offboarding, including solving in-depth urgent identity problems with Microsoft.

• Created support documentation that empowered and enabled users and technicians to extend knowledge, leverage self-service to find resolutions to questions without interaction from support teams.

• Managed the procurement of IT hardware and software with vendors.

• Manage outages and sent IT communications to global users.

• Worked on projects for timely delivery.

Technical Skills

Operating Systems: MacOS, Microsoft Windows, iOS, Android SaaS: Google Suite, Microsoft O365, Okta, AzureAD, Exchange Online, Cisco Meraki, JAMF, Apple Business Manager, Sailpoint, Slack, Crashplan.

Ticket Platform: ServiceNow, JIRA, FreshService

Video Conference: Zoom, Microsoft Teams, BlueJeans, Skype Certification: ITIL Foundation

Education

ITT Technical Institute, Santa Clara California

Computer Network Systems, 04/2004

References

Available upon request

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