Support Analyst It
Resume:
Ernest Wallace
******.*******@*****.***
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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