Desktop Support Engineer

ARTHUR RAYA

PROFESSIONAL SUMMARY

Windows Products: Windows 7/10, Windows Server 2008/ 2012/ 2019

Network Tools: Inter-tel DB, Wyse Device Manager, Active Directory, MCU’s, Gateways, DSLAM’s, BRAS, Switches, Routers, TCP/IP, VOIP, VMware, DS1, DS3, OCx, T1, xDSL and Network Maintenance, MS SQL Server, Cisco MeetingPlace, Juniper RSA/VPN, GoodApp, SCCM Viewer, Citrix XenApp, WebEx, Cisco Meraki, Ivanti, Azure, Solarwinds, Multi-Factor Authentication,

Mobile Devices: iPads, iPhones, Androids, AirWatch, G+ Suite, Google Admin

Ticketing Systems: Zentech and Service-Now,

Platforms: Windows 7/8/10/2K/XP/2003, Server 2003/2008/CE, Mac OS and Linux.

Remote Tools: Bomgar and LogMeIn123

MS Office: Project, Excel, Outlook, PowerPoint, Visio, MS Exchange

ACHIEVEMENTS

●Ensured the uptime of all Network Connectivity by monitoring with NOC tools performing traffic management to alleviate over-utilization and preventing network congestion.

●Accurate updating and follow-through to appropriate resolution on trouble tickets, with timely escalations and notifications of service impacting events as prescribed by management.

●Successfully completed Wyse Device Manager 4.5 software training to help manage Wyse Thin Clients for Enterprise customers.

●Inherited several key customer accounts which included managing daily meetings, troubleshooting technical issues, and dissolving complex customer situations.

●Resolved highly visible issues quickly and accurately, with a history of customer satisfaction and retention.

PROFESSIONAL SUMMARY

Motion Recruitment Partners at Taylor Morrison, Austin, TX August 2020 – Present

Desktop Field Support

●Remote and onsite technical support for the division and surrounding sales & construction sites.

●Remote Desktop Protocol (RDP) troubleshoot/support.

●Tablets/Mobile Devices: Windows Phone, iPhone, Android- Smartphone support, Surface, iPhone/iPad (limited support).

●Installs: Configure network printers. Work with Help Desk to ensure printer is installed on print server. Network Copier/Scanner support/SMTP setup, sales and construction site setups/closures, ordering internet for area sales/construction sites.

●Support: MS Office & various software issues, troubleshoot basic hardware issues, VPN hardware (Cisco ASA installation/troubleshooting, wireless access point (Cisco) installation/troubleshooting, digital sales office support, VOIP phone setup, support.

●Misc.: Assist with conversions, upgrades and special projects as needed, maintain inventory of all spare equipment for the divisional office and remote sites. Maintain IT office workspace, keep properly organized. Tools used: Azure Active Directory, Exchange Server, Solorwinds, Meraki Dashboard and Multi-Factor Authentication.

Solomon Page at PTC Therapeutics, Mountain View, CA Feb 2020 – August 2020

Senior Analyst EUS

●Windows desktop administrator with day to day IT support (Laptop, Printers, Phone 8X8, Network, Wireless, Video Conferencing (Zoom), Office 365 apps support).

●ServiceNow ticketing system meeting SLA agreements. Support Active Directory, LAN and WAN technology. MAC OS support.

●Mobile Devices MDM (iPhones, Androids and the occasional Blackberry Device). Assist in developing and creating standard operating processes to continuously improve IT, Notify client of outages and statuses; provide and recommend alternative connectivity methods during outages.

●Responsible for project participation including system upgrades, service improvement initiatives and service requests.

●Responsible for learning and utilizing new services and products or changes to existing services and products. Push updates and fixes using Ivanti Management Console.

Taos Mountain at Abbvie, Sunnyvale, CA July 2019 – Jan 2020

Deskside Technician and Executive Support

●Provided multiple levels of support to end users in a migration period, where Pharmacyclics has been acquired by Abbvie. Supporting VP’s and CEO’s of company per ticket request.

●Assisted in re-imaging laptops from PCYC to Abbvie image.

●Added core and custom apps per individual need. Also gave post migration training to users that have been migrated.

●Apple mobile devices managed by MDM.

●Performed normal desktop, service desk and other IT roles when needed.

TCS at PwC, San Jose, CA Dec 2017 – July 2019

Servicedesk Support Engineer

●Supported PwC firm employees at the IT window and at the user’s desk using ServiceNow ticketing system to trouble shoot and resolve any computer, network, phone and printing related issues.

●Image Dell and HP laptop’s for New Hires, Loaners, Refreshes and Available inventory.

●Involved in multiple networking projects from Firewall, Access Point and Server upgrades.

US Wired, San Jose, CA July 2017 – Oct 2017

Desktop Support Engineer

●Client end user support using ConnectWise ticketing system and phone support. Troubleshoot hardware, software, network and printing related issues remotely using Bomgar or on Client’s site.

●Imaged Dell laptops and desktops manually. Most systems are imaged with Windows 7 and Windows 10. Occasional Server installations at Client sites or at the Co-location Data Centers.

Veeco, San Jose, CA April 2017 – July 2017

Helpdesk Support Technician

●Monitored the daily operation of user computers for hardware and software issues. Maintain user accounts (email, network, phones) using Active Directory.

●Installed and updated software applications on client computers.

●Maintained passwords and security procedures to protect systems and confidentiality of data.

Google, Mountain View, CA Oct 2016 – April 2017

Application Support Analyst

●Supported Android app developers who publish apps to the Google Play store as well as troubleshoot code-level issues.

●Resolved issues related to uploading, publishing, and maintaining apps on the Play Store.

NASA Ames Research Center, Moffett Field, CA March 2016 – June 2016

Desktop Field Support Technician

●Deliver support both at the Helpdesk and across the Moffett Field Facility and respond to departmental technical emergencies in order to minimize data loss, meet deadlines and support needs of users using HP ticketing system.

●Imaged Windows and Mac desktops and laptops for break-fix and refreshes. Provide Administrative Privileges to help install requested applications.

Orchard Supply Hardware, San Jose, CA Dec 2014 – Feb 2016

Helpdesk Support Technician

●Maintain and monitor end-user workstations and productivity on the local area network.

●Perform a variety of maintenance, software installation, end-user support and training to ensure workstations and network performance meet company and end-user requirements using.

●Provide support to all on-site staff at headquarters. Use of Linux commands to complete server and network cutover projects for all Orchard Stores in California.

Global Payments, Newark, CA July 2010 – Dec 2014

Desktop Support Technician / Merchant Activation Specialist

●Responsible for responding for Tier 1 SalesForce tickets.

●Trouble shoot hardware and software issues.

●Built, deployed and imaged Dell computer systems using Symantec Ghost software and enter the computers to the domain in Active Directory and use of Symantec Anti-virus.

●Configured and deployed POS integrated products and electronic transaction processing hardware. Modify and delete accounts. Also assist in improving procedures and efficiency.

●Installation of credit card processing apps on mobile devices such as iPhones, MacBook’s, iPads and Androids.

EDUCATION

Associates Degree in Computer Science Aug 2002 – June 2004

ITT Technical Institute, Santa Clara, CA

Projects

●3 Migration projects: Pharmacyclics to Abbvie, BioElectron to PTC Therapeutics and William Lyons to Taylor Morrison

●Server Upgrade — Remote shutdown and power up sequence.

●Using Linux command line and working with local techs at the premise over the phone, instructed them when to physically power down and power up server equipment during off hours. This project was at Orchard Supply Hardware Headquarters for 100 plus stores.

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