Ernest Wallace

adv46a@r.postjobfree.com

650-***-****

*** ****** ****, #***

Vacaville, California 95687

Professional Objective

To obtain a position where I can utilize my Information Technology, Project Management, Quality Assurance, Asset Management, End-User Training and Networking proficiency skills.

Employment History

(05/22 – 01/23)

Chevron Refinery - Richmond - Desktop Support Analyst

●Technology support for both HQ and Refinery users

●O365, VPN, MDM support, on-boarding & off-boarding

●Imaging laptops, desktops and tablets, Asset Management, e-recycling coordination, ticket queue resolution based on various SLA requirements, INTUNE support and configuration

●Troubleshoot technical incidents while providing accurate communication with involved parties

●Provide solutions-driven and white glove service to all customers

(06/21 – 03/22)

San Francisco State University/Collabera Inc. - Endpoint Support Analyst

●Onsite & Remote hardware/software/peripheral support for students/faculty & staff

●Configure AD accounts, server management, security settings, O365, VPN, MDM support, on-boarding & off-boarding

●Imaging, Asset Management, e-recycling coordination, ticket queue resolution based on various SLA requirements

●AV support/setup for various locations

●Troubleshoot technical incidents while providing accurate communication with involved parties

●Provided solutions-driven and white glove service to all customers

(01/21-04/21)

Arcadia Biosciences - Desktop Support Coordinator

●Onsite desktop/laptop support for onsite and remote users

●Hardware/Software/MDM support

●Set up, maintain and troubleshoot Microsoft Windows and Apple Mac OS computers, as well as iOS devices in a networked environment

●Asset management, e-recycling coordination, Active Directory Management

●INTUNE support and configuration

(03/20 – 08/20)

Keker, Van Nest & Peters LLP - Desktop Support Analyst

●Provided desk-side and remote support for all customers

●Responded to and created help-desk tickets using IQTrack software

●Configured desktop, laptop and tablet hardware/software as well as mobile devices in a timely manner

●NOC administration

●SCCM administration

●Added knowledge base articles when necessary

●Provided timely communications to all customers with regards to upcoming hardware/software updates

●AV support/setup for different departments - Cisco, Polycom, Teams

(02/20 – 03/20)

Credit Suisse/Diversant LLC - Customer Engineer

●Provided onsite and remote support for all customers via multiple in-house and Enterprise tools

●Inventoried EOL equipment using company policies for removing company data before e-waste pickup

●Resolved and created tickets using Service Manager and ServiceNow

●Configured desktop, laptop and tablet hardware/software as well as mobile devices

●Bloomberg installation and configuration including fingerprint scanner or key-card identification

(06/19 – 02/20)

BlackRock/Clarity Technology Partners LLC - Onsite Support Technician

●Part of migration team from Windows 7 to Windows 10 OS

●Resolved and created tickets using Service Manager and ServiceNow

●Upgraded customers to O365

●NOC administration

●AV support/setup for different departments - Cisco, Polycom, Teams

●Configure desktop, laptop and tablet hardware for specific different requirements in a timely manner. Support mobile devices

●Bloomberg installation and configuration per user needs

●Provided onsite and remote support for all customers via multiple in-house and Enterprise tools

(11/18 – 05/19)

Abacus Group LLC - Onsite Support Technician

●Supported private cloud platform, telecommunications hardware and software, application hosting and both remote and onsite

●Provided technical support for multiple hedge fund companies in the Bay Area

●Upgraded client to WIN10 and O365

●Varios NOC administration for multiple client sites

●Set up, maintain and troubleshoot Microsoft Windows and Apple Mac OS computers, as well as iOS devices in a networked environment

●Configured desktop, laptop and tablet hardware/software per specific client requirements

(04/17 – 09/18)

Winston & Strawn LLP - IT Specialist II

●Member of the Corporate IT Support team providing 1st & 2nd tier level IT support Enterprise-Wide

●Provided IT support to local and remote users consisting of different legal software packages, Office 2013 – 2016, WIN7-10 and AV setups

●AV support/setup for different departments - Cisco, Polycom, Teams

●Provided troubleshooting for computer hardware, software, networked and local printers

●Installed and configured mobile device connectivity and security software

●Managed asset tracking for all hardware and software

(07/12 – 02/17)

Fish & Richardson P.C. - IT Specialist II/Technical Trainer

●Member of the Corporate IT Support team providing 1st & 2nd tier level IT support. Provided technical training to end-users. Provided IT support to local and remote users consisting of different legal software packages, Microsoft Office 2010 – 2016 software and Windows 7-10 Operating Systems

●Provided troubleshooting for computer hardware, software and networked and local printers

●Setup A/V for meetings and conferences

●Coordinated technical training materials and provided technical training to users both onsite and remotely which involved multi-day training

●Network monitoring using SolarWinds

●Manage asset tracking for laptop, desktop, monitors and other hardware systems

(02/10 – 06/12)

SRI International - Network Operations Lead

●Managed the Field NOC team which included an RF Communications and Network Configuration team

●Participated in the planning of 2-4 annual training exercises per year including support of conferences, site surveys, and field tests at various operational locations

●Coordinated NOC logistics per SRI and 1st Army requirements

●Network monitoring using SolarWinds and other monitoring tools

●Setup VPN and VLAN for off-site locations and provisioned basic internet access to specific buildings and workstations

●Provided input on selection of “downrange” sites for temporary after-action review shelters and radio relay towers based on network coverage considerations

●Provided guidance to the Fulfillment Team for the configuration and test of all computer workstations, ROIP terminals, and any other networked device prior to field deployment

●Supervised all network operations support roles during training exercises, including workstation operators for live tactical analysis, network operations monitoring; setup and instrumentation monitoring

●Managed the recruiting, hiring, and training of temporary personnel for the staffing of NOC, Network Configuration and Communications roles (~15 personnel)

Education

Hampton University - Airway Science Administration (1989 – 1993)

San Francisco State University - Project Management Professional Courses (2005)

MCSE 2000 Certification

Cisco NetAcademy Courses

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