Victor Manuel Welch

**** ******** **.

San Diego, CA. 92107

Email: adxlhs@r.postjobfree.com

Phone: 619-***-****

SUMMARY

• Extensive experience as an IT Support Analyst support in multiple business environments including corporate government, small business, medical, Pharmaceuticals and Public utility.

• Strong experience performing software installation, troubleshooting, and support in Windows 2000/XP/Win 7/ Win. 10 environments

• Software support for Microsoft Office 2000 -2016 software suites including Office 365 also including 3rd party engineering, medical, business and laboratory and GPS based applications.

• Strong experience installing and working in Macintosh OS X 10.6 Mountain Lion environment

• Good experience in utilizing Norton Ghost, Windows PE, Altiris and SCCM for pushing software packages and imaging pc.

• Strong experience with Win 7 and 10 rollout Project-Assist for hardware upgrade and OS migration.

• Document resolution of trouble tickets in VMWare, Remedy, Numera Footprints, Numera Trackit and Service Now in-house ticketing systems

• Technical projects team member-providing management, participation and feedback of project tasks and assignments.

• Ordered replacement parts through the OEM for repairing the computers.

• Demonstrated problem-solving and decision-making capabilities; successful customer service track record

• Results-oriented individual with strong organizational, verbal, and written skills.

• Extensive exposure to training and communicating technical instructions and explanations to the end user environment and management level personnel.

• Knowledgeable in utilizing resources to accomplish goals and attaining solutions for technical issues.

• Experienced in communicating and interfacing with vendors and internal I.T. departments.

• Ability to quickly learn and understand non standard applications and technical concepts.

SKILLS

• Microsoft OS - Win 95/ 98/ 2000/ NT/ XP/ Win 7/Win 8. Macintosh OS X 10.6.8 Mountain Lion, Active Directory Accounts, Microsoft Office Suite, Outlook/ OWA support, Office 97, 2000, 2008, 2010, 2016, VPN support, LAN/ WAN, Hardware/software troubleshooting, Norton Ghost Image creation, End User/ Peer Training, PC Anywhere, Netmeeting, Remote Desktop support and conference meeting and Skype

CERTIFICATION/ TRAINING

• A+ Certification - (ID#COMP10116287) May, 1996

• Network+ Certification (ID#COMP10116287) April 2010

• Dell Certified System Expert Foundations 2010 Desktops - (ID#3016)

• Dell Certified System Expert Foundations 2010 Portables - (I#2003)

• H.P. Technical Certification: (ID#PL72258182)

• Windows 7 Professional

EXPERIENCE:

Sempra Utilities

June 2021 – April 2023

Business Systems Analyst - 1

• Provide help desk support in a fast paced environment assisting end users via phone and remote assistance

• Issue resolution and hardware/software installation troubleshooting, and computer imaging.

• Competency in Active Directory

• Thorough knowledge of Windows 10 and Office 365/2016 Teams, including advance knowledge of Excel/Access.

• Experience using remote assistance tools and use of Remote Desktop, wireless technologies, WLAN, WWAN, APN and GPS

• Experience with following technologies: NetMotion VPN, DameWare Novartis Pharmacueticals

Desktop Support Tech.

July 2019 – November 2020

• Support Windows 10 users in Enterprise Environment

• Support Primary Enterprise Applications including M.S. Office Suites 2010-2016 including Office 365

• M.S. Outlook E-Mail and M.S. Teams Messaging Support

• Software deployment, Imaging and inventory control using SCCM

• BitLocker Encryption Implementation and support

• Hardware Diagnostics, Firmware updates and repair for H.P. products

• RDP using BOMGAR, Remote Desktop and M.S. Teams

• Basic H.P. Network Printer Support

• Virus removal using Windows Defender and Malware Bytes

• Excel and Access Documentation to document inventory and computer deployment

LPL Financial

Desktop Support Tech. (Contract Position)

October 2018 – April 2019

• Support Window 10, OSX Mojave Users

• Support Primary Enterprise Applications including M.S. Office Suites 2010-2016 including Office 365

• M.S. Outlook E-Mail and Skype Messaging Support

• Software deployment, Imaging and inventory control using SCCM

• BitLocker Encryption Implementation and support

• Hardware Diagnostics, Firmware updates and repair for H.P. products

• Active Directory

• RDP using WebEx, Logmein, Remote Desktop and Skype

• Basic H.P. Network Printer Support

• Virus removal using Windows Defender and Malware Bytes

• Excel and Access Documentation to document inventory and computer deployment

Eli Lilly

I.T. Desktop Support Tech. (Contract Position)

December 2016 – March 2018

• Support Windows 7, 10 Users

• Support network client applications including M.S. Office 210-2016 and Office 365 Users

• M.S. Outlook Client Support including Outlook 210-2016, Outlook 365 and OWA

• Executive Conference setup and support assistance using Skype and AT&T video conference

• Hardware Diagnostics, firmware updates and repair for H.P. and Lenovo products.

• Active Directory and Exchange Server Support for users

• RDP using Webex, Logmein, Remote Desktop and Skype

• Xerox Network Printer Troubleshooting and vendor support

• Virus removal using Sophos and Symantec Anti-Virus.

• Excel Spreadsheet Inventory of site devices and network devices. Sigmanet

I.T. Desktop Support Tech. (Contract Position)

May 2016 – August 2016

• Support Windows 7, 10 and 10 Users

• Support OS X El Capitan and IOs users using MDM

• Support network client applications including M.S. Office 210-2016 and Office 365 Users

• M.S. Outlook Client Support including Outlook 210-2016, Outlook 365 and OWA

• M.S. Client Support Google SMTP, Google Hangouts and G-Mail accounts

• Hardware Diagnostics, firmware updates and repair for Dell products.

• Active Directory and Exchange Server Support for users

• RDP using Webex, Logmein, Cisco Jabber, Remote Desktop and Kaseya Agent

• Basic Scanner and Printer Troubleshooting

• Virus removal using Malware Bytes, Sophos and Symantec Anti-Virus.

• Excel Spreadsheet Inventory of site devices and network devices. UCSD:

I.T. Desktop Support Tech. (Contract Position)

February 2015 – December 2015

• Install and Configure Windows 7 and 10

• Install and Configure OSX 10.9 Mountain Lion and 10.10 Yosemite

• Support network client applications including M.S. Office 2010 – 2016

• M.S. Outlook Client Support including Lync and Skype for Business

• Hardware diagnostics and repair for Dell and McIntsosh desktops and laptops.

• Imaging of new hire deployment and refresh computers using Ghost and Deploy Studio

• RDP using Lync, Dameware Mini Remote Control and Windows Remote Desktop

• Inventory Management using Sharepoint and Excel Spreadsheet updates.

• Presentation equipment setup for department meetings

• Encryption using Checkpoint Endpoint Security and File Vault

• Work in Active directory managing users accounts and computer including distribution and mail groups

• Basic Printer troubleshooting of H.P. and Xerox Printers Northrop Grumman

I.T. Desktop Support Tech. (Contract Position)

January 2014 – December 2014

• Install and Configure Windows 7

• Support network client applications including MS Office 2007 – 2013

• MS Outlook Client Support

• Hardware diagnostics and repair support for Hewlett Packard desktop and laptop computers

• Installation and Support of major Engineering Applications including Nastran/ Patran

• Deployment in P.C. refresh process including user data management and transfer

• Inventory Management including decommission and shipping return process responsibilities.

• Work in Active Directory managing computers and user accounts

• Remote Support using Lync, P.C. Anywhere and Remote Desktop utilities

• Encryption process management using Sophos Encryption.

• Conference Room Support for online meeting support.

• Printer Troubleshooting of Xerox and H.P. Printers.

• Managing and processing P.C equipment return shipment and manufacturer warranty devices.

Intuit Corp, San Diego, CA.

I.T. Desktop Support Tech. (Contract Position)

May 2013 – August 2013

• Install and Configure OSX 10.6 Mountain Lion and Windows 7.

• Image computers and Macintosh computers in a PXI production process using Win PE provisioning and baseline modular build for Macintosh

• Support network client applications including MS Office 2010 and 2013

• MS Outlook Email Client Support

• Hardware diagnostics and repair support for Lenovo and Macintosh computer

• Inventory Management including asset documentation reporting for new hire deployment, existing user refresh and reclaim process.

• Provide Inventory reports in Excel format.

• Virus and Malware removal using McAfee, Norton and Malware Bytes

• Install and troubleshoot network printers using Intuit print utility.

• Service request incident management using Remedy ticketing system

• Work in Active Directory managing user accounts and devices

• Migration of user profiles during refresh and replacement process.

• Encryption installation using Microsoft Bit Locker Scripps Healthcare, San Diego, CA. (Contract Position) I.T. Desktop Support Analyst

June 2012 – Feb 2013

• Install and configure OS including Windows XP, Windows 7

• Image computers in PXI production process using Altiris and SCCM.

• Support network client applications including Microsoft Office Suite 2003 and 2010

• Work in Active Directory managing user accounts and devices

• Support laptop, VPN client, and remote connectivity issues. Blackberry account server support.

• Provided on call and onsite support for the Dell, IBM and HP desktops and laptops in an enterprise network

• Worked with H.P. representative to coordinate repair and order replacement components for repair.

• MS Outlook Email Client Support

• TCP/IP and DNS Troubleshooting and configuration.

• Interface with vendors, staff, telecom and facilities departments to help coordinate weekly internal office moves for the company.

• Technical projects team member-providing management, participation and feedback of project tasks and assignments.

• Troubleshot registry, software, install software patches

• Printer troubleshooting

• Maintenance and support of user profiles and data with new deployment, refresh and repair of existing computers

Ranch and Coast Security, San Diego, CA

Aug 11 - Mar 12 (pursuing new opportunity with more IT work) I.T. Desktop Support Analyst

• Assist in installation, configuration and support for Digital Recording systems and access control systems.

Provide technical support and excellent customer service for end users.

• Installed and configured Windows 7 for computers.

• Troubleshot registry, software, updated software patches.

• Upgraded old computer running Win XP to Win 7 and Ordered parts for replacement.

• Troubleshot, repaired and replaced hardware components like hard drive, video cards, network cards, motherboard etc. that were not functional.

• Supported and resolved issues related to network connectivity, software and hardware.

• Provided on call and onsite support for the Dell, IBM and HP desktops and laptops in a corporate environment.

• Integration of access and CCTV systems into client networks.

• Router configuration for proprietary port forwarding needed in remote connection.

• MS Outlook express account management.

• TCP/IP Troubleshooting and configuration.

Environment: Windows 7, Windows XP, hard drive, video cards, network cards, motherboard, desktops, laptops, Outlook, TCP/IP

Apex Unisys Inc, San Diego, CA

Aug 10 - Aug 11 (pursued new opportunity)

Desktop Support

• Desktop support technician providing support for Dell, Lenovo, IBM and HP laptops within a large corporate environment.

• Provide technical support and excellent customer service for end users.

• Provide 24x7 on call support for multiple sites, mainly the corporate building.

• Performed software installation, troubleshooting, and support in Windows 2000, Office 2000/XP/Win 7 environments. Support proprietary software applications, 3rd party, and over 100 software applications.

• Provide support at offsite company conferences.

• Utilize Norton Ghost for pushing software packages and imaging pc.

• Document resolution of trouble tickets in Remedy in-house ticketing system.

• Win 7 Rollout Project-Assist for hardware upgrade and OS migration

• Technical projects team member-providing management, participation and feedback of project tasks and assignments.

• Ordered replacement parts through the OEM for repairing the computers.

• Designated escalation point person for my peers assisting in resolving high-end technical problems and issues. Provided technical research and documentation for department resource.

• Support laptop, VPN client, and remote connectivity issues. Blackberry account server administration and support.

• Implement Data Encryption using Symantec Endpoint Protection

• Virus Removal using Symantec Endpoint Protection and Malware Bytes Environment: laptops, Windows 2000, Office 2000/XP/Win 7 Tekworks Inc, San Diego, CA

Jul 08 - May 09 (laid off)

Desktop Support

• First level desktop support technician providing in-person and remote phone support within a corporate environment. Interact and train internal customers and company executives, possessing varied technical skill levels, to help resolve their technical problems.

• Interface with vendors, staff, telecom and facilities departments to help coordinate weekly internal office moves for the company.

• Coordinated with and assisted Project Managers with PC/network related issues and technical projects/software. Support and configure Citrix clients.

• PMarticipate in 24X7 on call pager schedule for desktop support group.

• Provide technical training and support for peers, as well as, end users.

• Prepared documentation for department resource.

• Isolate and troubleshoot LAN connectivity issues and problems with Access databases Research technical issues and documented status and resolution of trouble tickets through Spiceworks call tracking software. Environment: LAN, PC, network, Spiceworks call tracking software S & A Computers for end client Bank of America, Roswell, GA May 08 - Jul 08

I.T Desktop Support

• Reported directly to MIS Director and provided helpdesk, desktop, and remote phone support in a Win NT/98/95, Office, Outlook environment.

• Provided support for the company with end user community of 120 people.

• Worked independently to troubleshoot and maintain various pc hardware, software and laptop issues.

• Research, test, and implement technical solutions from knowledge database. Also supported and trained end users on Blackberry and Palm devices.

• Performed Cat 5 cabling.

• Used TweakUI to modify registry and secure desktop images.

• Performed active directory account management and NTFS access permissions.

• Setup VPN clients for laptop users and trained employees on dialup and VPN connection. Provided support for dialup issues and LAN connectivity. Utilized PCAnywhere.

Environment: Win NT/98/95, Office, Outlook, TweakUI, VPN, LAN, PCAnywhere ADT, San Diego, CA

Oct 99 - Apr 06

Installation Technician/ Helpdesk Support

• Installation Northern Access Control systems.

• TCP/IP Configuration needed to integrate access control, cctv and security systems into clients network environment.

• Setup connection to network using cat cabling and 568b hardware specifications.

• Lead Technician in Northrop Grumman project integrating access, cctv and alarm into pc based interface for onsite security staff. Assist in network connection of alarm systems in top level security areas to clients remote receiver.

• Troubleshoot and repair pc hardware.

• Handled calls on the helpdesk for internal and remote users in a Win NT/98, Outlook, MS Office environment.

Environment: Win NT/98, Outlook, MS Office, hardware, TCP/IP Integrated Technologies Group, Falls Church, VA

Aug 96 - Oct 99

Desktop Support

• Functioned in a junior technical/helpdesk role supporting internal and remote users and external clients.

• Logged calls on Heat call tracking software, troubleshooting, and supporting users in a Win 98/NT/2000.

• Utilized VNC remote management software application to help provide solutions over the phone.

• Responsible for expeditiously handling internal requests for hardware/software purchases, coordinating service repair, and warranty issues.

• Prepared department reports for executive meetings.

• Highly visible position with direct interface with management, interdepartmental personnel, and vendors.

• Managed company hardware/software inventory, licensing, and purchasing for the company.

• Researched asset management software.

• Assigned to evaluate Heat asset management software for company.

• Initially implemented, assessed features, and tested product.

• Set up workstations for new users, classroom-training environments, and participated in major hardware rollout.

• Team member for Windows 2000 upgrade and support. Environment: Heat call tracking software, Win 98/NT/2000

Contact this candidate