Cris Macatubal

909-***-**** adxzq0@r.postjobfree.com

Objective:

Senior Desktop Support seeking employment in the IT field, with broad base experience in various business applications, network and software administration, troubleshooting, and repairing, hardware, software, networks, computers, and printers.

Summary of Qualifications:

Experienced and knowledgeable in end user support, seeking to contribute training and acquired skills within a System Administration, Business applications, Desktop Support technician role. I work very well independently, or in a team setting. I have an in-depth knowledge and understanding of numerous software packages. I can easily identify and resolve technical issues, excellent communication skills, diligent worker, quick learner, and ability to adapt to changes.

Certification/Training:

CompTIA A+

CompTIA Healthcare IT

Associates in Science Degree

Community Volunteer:

American Youth Soccer Association (Coach)

Employment History:

Senior Desktop Support-Quest Diagnostic/Alliant) June 2021-Current

Provide technical support for 2000 clients in multiple U.S. and International locations. Complete laptop hardware and software refresh

Utilize Microsoft Exchange 2016/Exchange Online and Office 365 for migration. Configure/Manage/Troubleshoot user accounts VMWare/vSphere Administrator Console Utilize Microsoft Endpoint Manager Admin Center to manage users and devices Troubleshoot various company software such as Mimecast, Zix Epic, Office applications such

as Outlook, PowerPoint, Excel and Outlook, ZScaler/GlobalProtect,VMWare (VDI), Nitro/Adobe, Okta, and Aspire

Troubleshoot hardware/software remotely utilizing Splash top.

Utilize Printer Logic to add printer to clients’ computers.

Utilize MobileIron and Kanji to configure and setup iPhone/Android client emails. Troubleshoot and fix VPN (Global Protect/ZScaler)issues.

Proficient in documenting troubleshooting software, hardware, and network issues. Assist users with map drive issues, and missing files

Application deployment via SCCM.

Troubleshoot and support MacBook Pro users with software and hardware issues. IT asset management via ServiceNow. Support Citrix Workspace

Support and train my team members with various hardware or software issues Responsible for supporting and upgrading of Desktops and Laptops from Windows 7 to Windows 10.

Physically remove old hardware and install new hardware at a given site. Re-image computers and perform data migrations and restorations and conduct remote problem solving.

Configure, install, and troubleshoot computers, printers and other peripheral equipment and desktop software.

Analyze problems and take appropriate action to resolve or escalate issues quickly. .

ARMC: Desktop Support - June 2019 – June 2021

Provide escalated, broad technical support.

Plan and implement hardware and business application upgrades.

Install, manage, and maintain network servers and server software on multiple platforms; updates and configures switches.

Knowledgeable in various business applications such as Office 2016, Office 365, Ticketing applications such as Lansweeper/ServiceNow, Citrix, Meditech, Database management, . Zoom, Skype, Intellispace, Foxit, and Adobe Web applications such as ARTS, ADP, MyAvatar, HealthStream.

Knowledgeable in various remote access software such as Lansweeper, Microsoft RDC, Director, and Logmein123.

Document networks, equipment inventories, software, and hardware inventories via Lansweeper/ServiceNow ITAMS, and repairs.

Maintain and manage data and record storage on servers; assists in controlling access to data by designing and enforcing data security measures.

Install, administer, and troubleshoot telecommunications networks, equipment, and IP telephones.

Consult with faculty and staff to develop solutions for office and lab technology; consults with vendors to develop and implement security standards and technology policy. Performs software updates and upgrades.

Assist the departmental manager with the technology budget for computer equipment software acquisitions and support, requests quotes from vendors for equipment and software. Assist staff with a variety of technical issues.

Collaborate with department personnel in the design and development of system configurations and software.

Participate in the development, documentation, and implementation of technology service management practices; works to develop standards and procedures for the implementation and support of hardware and software.

Provide guidance, training, and instruction to lower-level technology staff and users Advanced knowledge of computer hardware, network operations, protocols, and capabilities. Knowledgeable in Microsoft operating system and user account administration. Computer hardware, software, and peripheral installation and operation. Telecommunication installation and troubleshooting.

Los Angeles County: Systems Analyst Aug 2017 –July 2019

Plan and implement hardware and business software upgrades.

Troubleshoot, resolve various business applications, network

connectivity issues and hardware issues.

Provide escalated, broad technical support.

Knowledgeable in various business applications such as Office 2016, Office 365, Ticketing applications, Presentation applications, Project management, Database

management, CWS/CMS, Skype, Telnet, Foxit, and Adobe

Provide server administration support to clients via Active Directory. Desktop support with Office365, all major browsers, 3rd party popular applications, encryption software, anti-virus solutions, Virtual Desktop Infrastructure (VDIs), DNS, DHCP, Active Directory, file and printing services, and shared drives.

Knowledge in Cherwell ticketing application/ITAM.

Utilize Bomgar and Microsoft RDC to remote into user’s computer.

Develop and/or provide training as needed based on consultation with users and understanding of technology including one-on-one and small group training. Provides various business applications technical support to staff members. Assist staff in resolving customer problems.

Support/analysis for networked desktops and components, communications, applications, and end user hardware for various departments.

Analyze and determine computing needs and make recommendations on appropriate tools (hardware, software, peripherals).

Use troubleshooting techniques and tools to identify products that are defective and follows guidelines in issuing service calls/contacts.

Identify, diagnoses and resolve problems affecting various business applications network performance by consulting with Network Team or System Administrator.

Effectively communicate to team members.

Connect new machines to active directory and ensures that latest software patches are included. Manually resets passwords for users via Active Directory.

Coordinates with system administrator to perform Microsoft Active Directory maintenance and administration.

Monitor the environment and performs security patch/software updates for desktops/laptops on the domain.

Communicate scheduled and unscheduled maintenance with all constituents on the domain. Experienced in cloud computing and platform virtualization software and services via VMWare, Vsphere.

Managed I.T. Services -Field Nation/Work Market IT Consultant 2005-2017

Experience in troubleshooting Remote Desktop Services and VPN.

Domain functionality experience with Active Directory functionalities, Group Policy, DNS, and DHCP

Virtualization Administration and architecture knowledge such as rebooting virtual machines, troubleshooting login issues, adding/deleting/moving users from VDI machines Experience supporting Azure AD and Intune

Experience with M365.

Desktop Support to various companies such as Damco, Technip, School Districts. High-level experience and knowledge of Windows and Mac operating systems. Experienced in core network components. Experience of Backup Solutions Experience with desktop operating systems. Email Administration with mid-level of user

management including configuring new accounts, password resets, and troubleshooting user login, profile, and permission issues

PC refresh, Data migration, and deploy 250-300 computers with Windows 10. Install and configure and maintain computers, and printers in a network environment. Knowledgeable and user support in Google Workspace (GSuite)

Image computers utilizing WDS/LTSC Enterprise.

Back up user data, install and update anti-malware products.

Install/upgrade to Microsoft Office Office 365 and other applications based on user needs. Install, update troubleshoot, diagnose, and resolve any software, hardware, and network connectivity issues.

Add, move, and upgrade any changes to existing computer software equipment and peripherals. Document and maintain records of all troubleshooting steps and resolution of all computer and peripheral issues.

Setup/install ethernet/coax cables, media converters, switches, routers, modem for network connectivity

Experience with: Deploying, updating, optimizing, and troubleshooting Windows-based and Mac-based workstations in a corporate environment.

Reference furnished upon request.

Contact this candidate