Tech Support Technology Specialist

CAREER SUMMARY

Retail Store Experience as a Customer Service Associate in 1994 for 3 years, Change Manager/Coordinator of two years, Ten years of Product Management, Twelve years of Quality Assurance, Systems Engineer professional with fifteen years in Information Technology. Acknowledged throughout employment as a liaison between customer and internal engineering team to deliver technology processes and solutions, consultation and detailed oriented with a strong ability to provide end-to-end quality management.

Industries: Retail, Banking, Computer Hardware/Software, Fitness, Insurance, IT Consulting, IT Services

QUALIFICATION HIGHLIGHTS

Change Manager/Coordinator that brings positive energy and influence effectively motivating senior management and various teams to adapt and embrace new enterprise changes. Studies, practices and familiar with the PROSCI Methodology and the PROSCI ADKAR model - Awareness, Desire, Knowledge, Ability, Reinforcement Model which is how an individual goes through change and with the understanding the successful changes for companies starts from the ground up.

PROFESSIONAL EXPERIENCE

2/2021 - PRESENT

CHANGE MANAGER / COORDINATOR, BANK OF AMERICA via TrendSetters, LLC

●Provides change management for all technology changes for various projects including applications/printers/packages used for system compatibility and other technology needs used in the Enterprise Print Systems.

●Provides guidance to senior management, various IT team leadership. Performs occasional regression QA testing on various products, hardware and applications necessary for facility use prior to final implementation.

●Performs duties of current role on 100% remote basis.

10/2014 - 2/2022

PRODUCT MANAGER / IT CONSULTING ENGINEER, CONCORD FIT BODY BOOT CAMP

●Provides product management for all applications used for system compatibility and other technology needs used in the facility.

●Performs regression QA testing on new products, hardware and applications necessary for facility use prior to final implementation.

●Troubleshoots, mentors and provides guidance to business account representative with the use of new technology utilization and processes to keep the facility operations smoothly on a daily basis.

5/2008 - 10/2017

APPLICATION PRODUCT MANAGER / TECHNOLOGY CONSULTANT, HEWLETT-PACKARD @ BOFA

●A liaison between HP and Bank of America

●Client Facing/Remote Engineering/Third level Support.

●Provides product management for all Enterprise and Line of Business applications needing certification/packaging and other technology needs used by all HP employees on the Bank of America account.

●Facilitates conference calls during his managers absence.

●Provides technology support to Engineers and mentorship to an security team.

●Manages a weekly workflow status report which allows each task to keep its progression to completion and implementation.

●He has successfully taken over Project Management roles from his Manager and other Project managers towards completion.

●Provides team’s monthly metrics report to upper management.

●Mentors and guides a access/processing team with the use of new processes the Bank of America account implements.

●His strong leadership and technical capabilities have been recognized by his clients, management, team members and colleagues.

7/2007 - 5/2008

TEAM LEAD / INTEGRATION ENGINEERING, ELECTRONIC DATA SYSTEMS (EDS) @ CSAA

●Client Facing/Remote Engineering/Third level Support.

●Primarily responsible for managing his team’s workflow ensuring project deadlines are met by 7 engineers.

●Hosts daily team status conference calls, a weekly team technical design review call and a weekly client facing meetings/conference call for setting client expectations with the review of every project status.

●Has a steady communication and meets with account executives, management and clients on a regular basis.

●A senior capability consultant to team members.

●Responsible for leading a team with certifying and packaging third party applications, multiple releases of OS Build images, QA/testing, implementation and review of the monthly Microsoft security updates, troubleshooting issues with installation of software/hardware products and technologies.

●Assigns and tracks tasks using Macrovision WorkFlow Manager.

●Guides team with providing deployment support documentation and third level troubleshooting performing solution support via Citrix MetaFrame XP Server for Windows to On-site, Field support and Remote Desktop management staff.

●Provides monthly metrics to clients and FPY metrics to upper management.

4/2001 - 7/2007

INFRASTRUCTURE ANALYST / TECHNOLOGY CONSULTANT, ELECTRONIC DATA SYSTEMS (EDS) @ CSAA

●Client Facing/Remote Engineering/Third level Support.

●Performed certification and packaging of third party applications for automated and seamless software distribution.

●Responsible for providing desktop security management to over 8,000 workstations in the environment.

●Evaluated the appropriate monthly release of the Microsoft security patches for the environment then implemented via SMS.

●Successfully initiated the roll out Microsoft Office 2003 to the client enterprise via SMS.

●Worked on in-house applications as well as most Microsoft applications.

●Performed QA and testing.

●Provided third level verbal/written troubleshooting support to remote locations via Citrix MetaFrame XP Server for Windows to the on-site, Field support and Remote Desktop management staff. Utilized VMWare, SMS Desktop remote, Active Directory, Group Policy Objects and SMS Application packaging tools used includes Wise Package Studio, SMS Installer, FlexNET InstallShield and WinBatch.

●Provided team leadership backup during Team Leads absence. Citrix MetaFrame XP Server for Windows used to connect to SMS console and the client environment.

11/1999 - 4/2001

SYSTEM ADMINISTRATOR, ELECTRONIC DATA SYSTEMS (EDS) @ CSAA

●Client Facing Tech Support. A Senior technician and consultant that mentored team members. Provided onsite support and system analysis.

●Troubleshoot and resolve various types of software/hardware issues at the EDS@CSAA Windows and MAC environment.

●Closed a high number of trouble tickets on a daily basis.

●Worked on all in-house, Microsoft and all other third party applications.

3/1999 - 11/1999

HR TECHNOLOGY SPECIALIST, CALIFORNIA STATE AUTOMOBILE ASSOCIATION

●Client Facing Tech Support.

●Installed and troubleshot software/hardware applications as well as maintain systems containing highly confidential information exclusively for the CSAA Human Resources Department.

●Coordinated all technology/telecommunication related requests.

●Provided technical recommendations to upper HR Management.

EDUCATION

2017, CITY AND COUNTY OF SAN DIEGO CAMPUS

Admin Studio 2018 Packaging Tool Training

Windows10 OS and Application Compatibility

2005 & 2007, MICROSOFT CAMPUS OF IRVING, TEXAS

Windows Vista Application Compatibility

Systems Management Server (SMS) 2003

2003 & 2005, QUICKSTART, SAN JOSE, CALIFORNIA

Implementing and Deploying Systems Management Server (SMS)

2002, DIABLO VALLEY COLLEGE, PLEASANT HILL, CALIFORNIA

C++

2000, CATAPULT, SAN FRANCISCO, CALIFORNIA

Microsoft Applications

1999, HEALD INSTITUTE OF TECHNOLOGY, SAN FRANCISCO, CALIFORNIA

Microsoft Certified Systems Engineer (MCSE)

1997, SAN FRANCISCO STATE UNIVERSITY, SAN FRANCISCO, CALIFORNIA

Computer Information Systems

1993, LOS MEDANOS COLLEGE, PITTSBURG, CALIFORNIA

Computer Science

1992, DIABLO VALLEY COLLEGE, PLEASANT HILL, CALIFORNIA

Computer Aided Drafting

SKILLS

●Excellent leadership and people skills with experience in mentoring a diverse team including off-shore team members based out of Chennai, India.

●Effectively manages workflow and leads staff towards successful day-to-day technical project completion.

●Excellent with client facing communication in both verbal and written skills of the English language.

●Independent but a great team player. Able to quickly adapt new process and technologies.

●Ability to bring positive energy and influence to various teams to help motivate team members and management to embrace and adapt to new enterprise changes effectively.

●Experienced with providing 3rd level troubleshooting support using Citrix MetaFrame XP Server for Windows to most Microsoft applications as well as utilizing Microsoft Active Directory, Group Policy Objects and SMS 2003. Application packaging tools used includes Wise Package Studio, SMS Installer, FlexNET InstallShield, WinBatch and VB Scripting as used in SMS reporting.

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