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Desktop Support Manager

Fremont, CA
March 30, 2021

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Nikko Bautista


Fremont, CA *****

Qualification Profile


Professional IT Project manager who thrives in a fast-paced environment leading teams in handling project issues, engaging, determining, and delivering stakeholders' needs thru coordinated communication with functional team from inception to project delivery. Strong organizational, analytical, and attention-to-detail skills, ability to simultaneously handle multiple tasks, prioritize work, resources, and manage time effectively. End-User and C level Support professional, CEO 4 consecutive years’ Service Excellence award recipient, S.F. (PWLLP). Excellent skills in converting stakeholders’ requirements into technically deliverable product. Superior Service Delivery, Incident management skills. Strong data analysis and Project management skills, Proficient in ticketing, Infrastructure and Assets management, processes improvements, establishing KPI’s, Metrics, SLA’s, procedures, and documentation. Service Now, REMEDY, Track-IT Altiris, SCCM, KACE 1000, Kace 2000, JAMF, LAN Desk, Air Watch, MDM, JIRA, Jive, ITAM, ITSM, and ITIL Best practices Effective facilitator/mediator, able to resolve conflicts productively Excellence in mentoring and leading Team Service Management Business Analysis Root Cause Analysis, Incident and problem resolutions. Large Scale O/S and Data Migration Infrastructure Architecture and establishing KPI's and Metrics. Network, Wi-Fi, and Security Applications Encryption Active Directory Systems Administration Analytics Risk and Change Management Stakeholders, Matrix team, and Vendor management. Insightful AWS Private, Public, and Hybrid Cloud planning and migration CRM SharePoint Administration Social Media, Cisco Unified Communication, JIVE Intranet, and IBM Web Collaboration Community Platforms, Advanced MS Office User Well experienced in SQL ACCESS database, customized reports design and administration, create complex Excel spreadsheets, SharePoint, MS Project, Visio, PowerPoint Presentation.


Robert Half

IT Manager Operations / Infrastructure / Systems Admin /Help Desk /Desktop Support 10/2018 – 2020

Developed and document efficient IT Operations processes, establishing KPIs, SLA’s, prioritizing key requirements and metrics for effective End-User support and timely daily IT operations, designed and deployed large scale road map for firmwide O/S migration to Win10, 0365 to include 3rd party software. Effectively supported Windows, and Mac, VDI Desktop/Help desk and applications support, managed REMEDY AND Service Now, Remote and onsite Ticketing and Incident management providing resolutions thru RCA coordinating with Stakeholders, End user and C level support. Vendors and Asset software and hardware management, Servers administration, Backup management, VM servers, AWS Cloud 0365 administration. Intranet Applications Support, Active Directory Administration, Password reset, Group Policy, account creation, Network Anti-Virus, and security support, File Vault, Bit locker encryption, Imaging, conference room support, Zoom, WebEx, Slack, Skype, Avaya, Polycom VoIP, All in One Printers, Plotters, and all other daily IT requirements. Go to person for all IT requirements. (SPOC) IT Single Point of Contact.

SME Jive Intranet Social Media / Sr. IT Engineer Platform Global Migration Cisco 06/2018 – 9/2018

Daily function as SME End User support / Training IT Engineer for Cisco Global collaboration platform migration Jive platform to IBM Enterprise social Collaboration platform. Wiki’s, Blogs Rich Text and, triage. Providing RCA solutions to daily incidents globally using Service Now ticketing system, Smart spreadsheet updates and maintenance, live WebEx and IBM platform forum support. Zoom, to include Remote Desktop, Slack, Bomgar, pc remote access.

Providing clarity and technical support to 40K + Global users newly migrated to IBM Communities, Wiki’s, Blogs, Files, and Rich Text, contents by Live WebEx, Intranet, Forum, Phone, and Jabber.

Develop systematic process for analyzing the functions and tasks performed in the migration for applications support,

Increasing efficiency by 10%.

Replicating migration issues and providing solutions to newly migrated users.

Interact directly with the system and user, possibly through a simplified interface and training users for self-sufficient management of new IBM enterprise social networks platform.

FAMILY TIME OFF – 11/2017 - 08/2018


Sr. IT EUS / Infrastructure /Desktop / Project Coordinator 09/2016 – 10/2017

Successfully managed and supported daily Remedy, ServiceNow and LANDesk ticketing systems, providing exceptional Help desk, Desktop support for Executives and End Users for 2 separate sites. Effectively supported ERP processes, operations and cross-functional projects. Plan and Coordinate with IT departments for EUS, infrastructure and network upgrade, SLA’s, processes. Managed OSX and Windows Imaging procedures, deployment and implementation.

Implemented ITSM and ITIL Best practices providing effective KPI’s, and Metrics to End User Support processes and documentation for successful repetitive practice, employing thorough RCA processes on daily incident management.

Managed Assets hardware and software to include vendors resources. Designed provisioning, tracking, On-boarding, and Off-boarding processes. Active Directory, Network, LANDESK, SCCM, Casper, JAMF, AirWatch, MDM, KACE 2000.

Created road map for firmwide migration Win7 to Win 10, imaging Windows 10, Systems and applications patching, and MAC OSX environments, Google Apps and 0365.

Oversee daily IT operations, End User support to include strategic and tactical project planning resulting to efficient EUS.

Monitor and support AWS Private and Hybrid Cloud Citrix Applications servers and database library.

Provided technical Analysis for Private, Public and Hybrid Cloud Infrastructure and business application.

Ensured adherence to established security best practice, working with SME to implement established IPSEC approved security processes and Encryption, Bit locker, TPM and OSX File Vault2.

Provided daily CRM, RCA, processes improvement analysis, corroborating with Clients establishing SLA’s, liaising with Vendors and IT departments to successfully convert Stakeholder’s requirements to Technical deliverables.

Resolve all other IT issues, Service request, Incidents, Roadblocks, to include establishing process for Provisioning, onboarding and offboarding.


End User Support Operations Manager (EUS) / Project Manager 07/2015 – 06/2016

Efficiently managed daily Help desk, Desktop Support for infrastructure, Network, Assets, hardware, and software applications licensing, purchasing, tracking, recovery and harvesting. Implementing security, updates, and patches deployment processes.

Successfully implemented citywide O/S and office 365 migration, to include 3G upgrade for city Police and Fireman communications, in addition to network migration VoIP.

Identified, resolved, and delegated daily tasks and project priorities to various departments and external resources as well as Organizing, leading team on Root Cause Analysis, tactical, and recovery and preventive processes. Provided analytical leadership in assessing the overall IT functionality and processes improvements. Established SLA’s, KPI’s and Metrics to enhance productivity processes.

Supported all aspects ERP best practices on resources management and efficient processes for daily IT End User support and projects for the City of Santa Clara and keenly monitored the daily incident and ticketing queues through BMC Remedy and Service Now (ITSM), Asset management and ITIL service management. Security encryption using Bit locker.

Effectively managed and documented AD, LANDESK, SCCM, Kace 1000, Kace 2000 procedures for Imaging Win 7 and Win 10. hardware and software management, usage tracking, reclamation, and licensing.

Provided PowerPoint presentation on Technical Analysis and Applications feasibility and advantages moving to Cloud computing.

Exemplified advanced level information on systems expertise in resolving complex technical and End User request, Incidents, and Roadblocks, providing RCA and solutions. Established IT support metrics and KPI.


Sr. End User Support / Project Coordinator / Large Scale Migration 09/2014 – 04/2015

Managed, prioritized Ticket service request and provided daily Incident management Help desk, End User Support for desktop, Laptop, and Applications.

Analyze and Managed SCCM hardware and Software’s applications deployment compatibility and Lite-Touch Windows 7 and Win 8.1, Office 2010 to Office 0365 migration, to include applications licensing tracking management. Activating Bitlocker encryption

Provided expertise deploying migration alternatives for laptop/desktop imaging, OS upgrade, and data migration corroborating with Stakeholder requirements.

Document and perform systematic Lite-Touch deployment and training procedures for global migration of XP to Win 7; Win8.1 and Office 2012; as well as 0365 process using Microsoft Assessment and Planning Toolkit; Microsoft MDT 2010; Windows User State Migration Toolkit (USMT); and Application Compatibility Toolkit (ACT)

Established and manned Technical Support Center for newly migrated user and created PowerPoint training materials for Windows 8.1 migration, 0365.


Sr. Technical Support / IT Infrastructure Consultant/ Project Coordinator 08/2013 – 06/2014

Successfully supported daily C level, Sr. Executives and End User Help desk, Desktop support and SaaS requirements. Managed Wi-Fi, Meraki, and daily back-up system. O/S imaging,

Ensured compliance with security protocol and established procedures for O/S migration.

Document and performed alternative laptop MAC OSX and desktop imaging; OS Win7 to Win 8.1, Office 2007 to Office 2010, 0365 migrations; local area network (LAN) migration, data migration; as well as security analysis and upgrade.

Managed and customized DELL KACE 1000, KACE 2000 imaging and patch deployment. Manage and customized application for Asset, Software and Hardware management, and REMEDY, Service Now ticketing system.


Sr. Technical Support/Migration Specialist 10/2012 – 05/2013


Manager EUS Operations/ Project Manager (Global Migration) 10/2011 – 08/2012


Technical Support Lead O/S Migration Project Coordinator 09/2010 – 08/2011


Sr. Technical Analyst / Executive IT Support 04/2008 – 07/2010


Senior Technical Analyst / Project Coordinator 04/2000 – 12/2007


Bachelor of Arts in Computer Science



(PMI) PMP 4th PMBOK and 5th PMBOK Project Management certified.

(Stanford University) Converting Strategy into Action (SAPM) Stanford Advanced Project Management

(APICS) CPIM, Asset Mgmt., Master Planning, Capacity Mgmt., Purchasing, JIT, MRPII

(CSM) Scrum Master Certified

Jira Essentials (Team Virtual) Atlassian

Jira Administration

Microsoft Certified: MCDST, NT administration, Advanced MS Office User


Achieved the Executive EUS Customer Service Excellence Award for 4 consecutive years presented by managing board and CEO International Law Firm SF PWLLP

Received numerous letters of accolades from End Users and clients for providing excellent service End User Support. PWLLP

Received letter of recommendation from client (LinkedIn) for completing Global migration Project months ahead of target and under budget. TDS (Black Rock).

CEO Letter of Commendation for Exemplary IT Services Management. BSR (Business for Social Responsibility) S.F.

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