QUALIFICATIONS

Highly motivated enthusiastic Information Technology professional, seeking to benefit an IT Department with complex knowledge and strong time management skills. I am a very flexible individual who is exceptionally adaptive to fast pace work environments while building a rapport with diverse individuals and handling technical issues. Excellent communication, learning, and assimilating new ideas. Strong analytical, organizational, written and interpersonal skills.

CORE COMPETENCIES

9yrs. Information Technology

Windows 11, 10, Mac, IOS devices

Azure AD, AD, InTune

Cisco Secure Client VPN,MFA,2FA

Bomgar,Connectwise, Dynamix Support

TCP/IP, DHCP, DNS

LAN/WAN knowledge

Enterprise User creation/termination

ITIL, Comp TIA+, A+

Hardware, SW, FW Install/Config

Service Now, Fresh Service, Automate

LAN/WAN knowledge

RELATED SKILLS

Microsoft Office Suite –Basic

Kiteworks, Liquid Files, SharePoint

ERP- SAP S/4 Hana, Dynamics 365

IoC Team- Incident of Compromise

SCCM, Network Devices, MDM

Biometric Hand Scanner - Entry gates

MS. Teams, Cisco Jabber, Finesse VoIP

Excellent Customer-Service Skills

Exacq Security Cameras

POS, QSR, Credit Card svc.

Cyber-Security Trainer

Trend Micro AV

Smart Deploy, PDQ

HISTORY

IT Contractor MARCH 2021 – JANUARY 2023

MITSUBISHI ELECTRIC (MEUS) – IT Operations CYPRESS, Ca

My role on the MEUS - IT Operations team as an IT Contractor was to provide both onsite and remote support for the 2000 plus employees across the United States & on the Cypress, California campus. This support included, but was not limited to SSO issues, SAP S/4 HANA (Account creation/Password resets), GPO, VPN, Trend Micro anti-virus, desktops, laptops, mobile devices, or Audio/Visual (AV) issues. Also support for related equipment in the eight (8) onsite conference rooms (Cisco conference phones, Microsoft display adaptor, Barco Click-share, Camera, and Voice related hardware/software installations). The troubleshooting of related software technologies, or licensing issues. Other duties entailed the on-boarding/off-boarding of employees, hardware collection, Azure Intune wipe, and reimage for onsite /remote, workstation set-up. User account creation/deletion for Enterprise domain login and email use.

AD, Azure Intune, PDQ, & Smart Deploy package deployment solutions.

Configuring of machines, laptops, mobile phones for Cisco-Secure Client VPN/MFA use.

IT Orientation trainer of new and current employees (Onsite/Remote) –emphasis in handling phishing emails. Malware installation, third-party unlicensed software, and unpatched device vulnerabilities.

IOC Response Team- Respond to and investigate suspicious events, unexpected/failed login attempts, suspicious behavior due to known browser extensions or third party tracking software, indicators of Distributed Denial of Service (DDoS) attacks; Department of Defense Compliancy (DoD).

AD Intune to reset. Smart Deploy to reimaging of machines to be recommissioned for next employee.

Using employees Windows heavy environment to troubleshoot low to medium issues.

Ensure all reported SLAs are documented in the new FreshService ticketing system.

IT Governance Team in training/documentation updating for MEUS employees.

Implementation of procedures to meet NIST compliancy.

Implement e-waste management, tagging, and removal to meet DoD/ NIST 800 requirements

IT Specialist JULY 2018 – JANUARY 2020

CSULB – ASI Technicians LONG BEACH, Ca

As the IT Specialist for the 126,000 sq. foot Student Recreation Wellness Center (SRWC) and in collaboration with the ASI Information Technology department, I was tasked with routine, daily operation of hardware and software systems related to information technology in the SRWC and provide support to the 40k plus students and staff. This included workstations, Bio-metric hand scanners, credit-card services, servers, digital signage, IP security cameras, and integrated audio visual equipment and access control systems.

I also maintained and updated the SRWC website www.asirecreation.org. Assisted in installing and configuring Windows OS desktops, and laptops. Performed software/hardware installations, asset tracking and licensing agreements. During special events I worked with Network Engineers to activate/enable ports (WAPs) for student registration, SOAR Set up, ASI events. Set up iPads for waiver captures, biometric hand scanners, and laptops for such events. Also manage and assist with workstation installations, relocations, cabling projects, and other related tasks.

Recommended modifications, prepare specifications, and monitor repairs to biometrics, JACE building automation, audio-visual equipment, supplies and Smart Room technology. Assists in daily, weekly, and monthly scheduled tasks to provide preventative maintenance to information systems throughout the SRWC.

Troubleshoot problems and makes determinations about faulty equipment, Video wall, Digital Signage Direct TV, Niagara HVAC, JACE meters, Building Operating Systems. Recommend innovative solutions to technical problems or requests for program-related activities in the SRWC. Maintain inventory, repair logs and work order systems.

Coordinated equipment warranty services, out of warranty service contracts. Performed or arranges for preventative maintenance and repair of SRWC audio-visual equipment and systems. Replaced or repairs worn parts and evaluated replacement alternatives, and maintained operations records.

Also provided guidance and training to students and CSULB staff on repairing PCs, peripherals, Bio scanners, equipment and system operations.

ONSITE Support Engineer APRIL 2017 – MARCH 2018

CPI SOLUTIONS – Managed Service Provider (MSP) LA / OC, Ca

As an Onsite-Support Engineer, I would provide both remote support and onsite support. When needed, I would drive to provide onsite support for the BMW, Porsche, Audi, Maserati, VW, & Cooper Mini brands located in Los Angeles and Orange County area. I would also install, modify, and maintain the PCs, laptops, tablets, and mobile devices. Also coordinated and planned, and executed such projects as MDL RFID Automation, Wi-Fi (WAP) Upgrades, & Oil Dispensing Systems. Some of my other duties also included being dispatched to respond to system critical issues, failures, outages, natural disasters. This also included trouble shooting third-party software/hardware issues and working with third-party support teams to resolve issues. Also coordinate and assist in server room, MDF, IDF, refreshes/upgrades. Lastly, I trained new users in resolving routine problems related to browser compatibility, new software/hardware rollouts, and providing advice and guidance as needed.

Perform software and hardware installations and adhere to established asset tracking and licensing agreements. Assists with workstation installations, relocations, and other related tasks.

Work independently and pursue resolutions to a variety of issues using technical knowledge, tools and organizational resources. Documented all requests, troubleshooting efforts, and resolutions in the Connectwise ticketing system and keep end-users informed. Also Follow established escalation procedures and alerts management to outages, priority issues, recurring problems and patterns.

Create and revise existing end-user instructions, technical documentation or procedures as needed. Provides end-user training for systems and software products.

Participate in and supports help desk initiatives and projects (Server room refresh, Cable management, new network printer installation/upgrades).

Manage and with work onsite contractors for various projects such as running new Cat 6 cables for outdated cable infrastructure.

Coordinate and manage times for third party vendors to troubleshoot and diagnose third party software/ websites.(Dealerspeed, VIN Solutions, ETK, CDK)

Take part in on-going projects such as server room refreshes, coordinate third-party vendors for on-going projects.

Swapping out old Wireless Access Points (WAPs) for newer Meraki

Uninstalling and replacing old and outdated network printers for newer models (HP, Brother, Thermal, Ricoh, Toshiba)

Knowledge of PC related software and hardware, knowledge of productivity applications (e.g. Microsoft Office Suite), familiarity with Connectwise and Service Now ticketing systems.

Strong customer service and organizational skills.

Experience supporting and managing 1,500+ end-users. (8 dealerships)

Ability to take initiative, implement analytical skills. Excellent time management, and organizational skills.

Great customer service skills including the ability to effectively interact with individuals at all levels internal and external to the organization.

Ability to adapt to a dynamic environment and learn department-specific computer systems.

IT Help Desk I august 2014 – april 2017

DeVry university long Beach, Ca

Answered, evaluated, and prioritized incoming telephone, voice mail, e-mail, and online chat requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.

Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error both online and on campus.

Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.

Logs and tracks calls using problem management database, and maintains history records and related problem documentation.

Worked extensively with student central staff in set up and breaking down off work stations. Updating and configuring operating systems. Switching out damaged or old hardware/software.

Setting up and testing of faxes, printers, and drivers for compatibility or browser issues.

Experience in supporting up to 300 workstations and Wi-Fi points to access the internet.

EDUCATION

Bachelors of Science – Web Design & Development (Multi-Media Design)

DeVry University - Long Beach, California

Microsoft Virtual Academy – Microsoft IT Pro Essentials

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