Sr,Desktop Support Engineer/ IT Management/ IT Director

Arin Menasakanian 818-***-**** Glendale, CA

****************@*****.***

https://www.linkedin.com/pub/arin-menasakanian/64/b19/b0

Professional Summary:

• IT professional with over 20 years of experience providing IT Management, desktop support, systems administration, network engineering, software development, and project management. Strong technical background across various operating systems, networking protocols, hardware platforms, and software systems. Proven ability to lead technical teams, manage complex projects, and provide excellent customer service.

• Completed Certifications /completed independent Research and online Courses to further my IT strength.

TechNova Solutions, IT Administrator Level 3-4

Los Angeles, CA December 2022 - Present

- Managed and supported enterprise-level IT infrastructure, ensuring 99.9% uptime for all critical systems.

- Led a team of 10 IT professionals in troubleshooting, system updates, and user support across various platforms, including Windows, MacOS, and Linux environments.

- Implemented and managed security protocols, including endpoint protection, firewall configurations, and regular security audits, reducing security incidents by 30%.

- Coordinated with third-party vendors to ensure seamless integration of new technologies and systems, improving overall operational efficiency by 20%.

- Provided advanced support for cloud-based solutions, including AWS and Azure, optimizing cloud resource usage and reducing costs by 15%.

- Developed and delivered training sessions for staff on new software and tools, resulting in a 25% improvement in user adoption rates.

- Played a key role in disaster recovery planning and execution, ensuring minimal downtime during critical incidents.

The Walt Disney Company Merged with FOX entertainment Group. Century City CA

Senior Desktop Support Engineer January 2017 - December 2022

Responsibilities:

Provide on-site desktop computer/laptop/tablet hardware and software support Provide on-site desktop computer/laptop/tablet imaging and installation services Receive and process requests for service via telephone or email. Monitor unassigned ticket queue and follow up on tickets Document issues and resolutions in ticketing system thoroughly. +Handling over 400-500 Tickets per week and averaging, 10-20+ Tickets closed daily Tier 2-3-4 covering VIP,VP,SVP Executing support Tickets, white glove support.

Basic and advanced knowledge/troubleshooting skills associated with Windows operating system. Executed Windows PowerShell\Bash for coding purposes to be used with SCCM.

Mac OS and Windows PC knowledge of troubleshooting, management, configuration, and deployment (Windows 7, 10,11 Mac OS X 10,11,12).

Possess basic and advanced knowledge/troubleshooting skills associated with Microsoft software, email clients, virus detection, active directory, superconductivity, etc.Cloud Collaboration Engineering. experience with Enterprise software deployment tool Jira,Service Desk Support bee, Zendesk Help Scout s,, MacAfee, G-suite, MS Office products, Service Now, File Maker pro, VPN

,Citrix,Everbridge,BMC Helix,SCCM, and JAMF,Casper or Active Directory. TCP / IP, Bit locker, File Vault, PGP, VDI, Virtual machine, Ubuntu, windows remote access USMT, VMWare, Azure,Time Management, AWS,Visio, DNS, POS, DHCP, iManage, MDM, Microsoft IIS Document Management Systems, Support of applications Cloud SaaS Apps,Slack, Jira, GitHub, Adobe CC.

Excellent verbal skills, with the ability to interact with the customer both face to face and over the telephone.

Understand the customers’ needs, while responding in a professional and courteous manner.

Organizational skills and the ability to properly manage workload.

Demonstrated knowledge of standard networking protocols, computing operating systems, & LAN/WAN topology.

Standard office procedures and/or familiarity with ITIL practices.

Interpret a variety of instructions given in written, oral, diagrammatic, or schedule form. Carry out multiple assignments concurrently. Interact effectively at all levels and across diverse cultures. Effective team member and handle project assignments responsibly.

University of Southern California Los Angeles, CA July 2016 - December 2016 Senior Executive Officer - Desktop Support Engineer

Responsibilities:

The Technical Support @Dornsife team oversees the technical support of all USC Dornsife faculty, staff and students. Our team has a broad range of technical knowledge and all major OS’s and hardware platforms are supported, Computer/Mac malfunctions services, Replacing or upgrading hardware Computer systems, laptop, notebook, notepad, PC, Mac (hard drive, Ram, LCD screen, keyboard,speaker, etc.)Repairing hardware, printer’s scanners, network issues, imaging, ticketing system, server diagnostic, Technicians may also set up computer equipment, schedule maintenance and teach clients to use programs. Other job duties can include minor repairs and computer parts ordering.

Possess basic and advanced knowledge/troubleshooting skills associated with Microsoft software, email clients, virus detection, active directory, superconductivity, etc.

Experience with Enterprise software deployment tool Jira,Service Desk Support bee, Zendesk Help Scout s,, MacAfee, G-suite, MS Office products, Service Now, File Maker pro, VPN, Citrix

, SCCM, and JAMF, Casper or Active Directory. TCP / IP, Bit locker, File Vault, PGP, VDI, Virtual machine, Ubuntu, windows remote access USMT, VMWare, Azure,Time Management, AWS, Visio, DNS, POS, DHCP,

iManage, MDM, Microsoft IIS Document Management Systems, Support of Cloud SaaS Apps

, Slack, Jira, GitHub, Adobe CC.

Glendale Unified School District Los Angeles County; CA February 2016- May 2016 Information Technology Project Management

Responsibilities:

Assisting in establishing a Project Management Office to oversee multiple projects.

Liaising with stakeholders such as project personnel, vendors, and end-users regarding project requirements.

Outlining, defining, and initiating the project.

Implementing document control policies and documentation templates.

Maintaining a good working knowledge of assigned component projects.

Evaluating standards of component products.

Monitoring project progress and implementing changes where necessary.

Monitoring expenditures in accordance with the budget.

Ensuring compliance with objectives, organizational policies, procedures, and standards.

Compiling project reports and informing management regarding problems.

Ensuring project complies with best practices, SOPs, PMO policies, and other policies

CCNA, CCNP, CISSP, MCSE.

Understanding of MSP ticketing and Alert Management Systems.

Thorough understanding of project management fundamentals.

Understanding of software development life cycle.

Outstanding leadership, organizational and time management skills.

Outstanding verbal and written communication skills. Strong people skills.

UCLA Information Technology Services Santa Monica, CA May 2015 - January 2016 Senior Desktop Engineering Specialist

Responsibilities:

Great people some customer service at entrance,check in / out laptop or external hard drive ( Mac or Windows ), inventory the new devices, register new users in the system collecting contact info and print out recipes, Encrypt laptops ( Mac or Windows ) with the different methods Bit locker, File Vault, PGP, add administrator user, back up data . install anti-virus, enable fire wall, check for system disc health and system compatibility OS version Macintosh 10.8 or better Windows Vista or better.

Check TPM level or Matrix for Bit locker, take a screen shot of error or successful process and working with workstation laptop, Active Directory, local network and printer issues troubleshooting Wan / Lan, Tcp / Ip configuration. Check for Boot Camp or Dual Boot, PGP, Bit locker, File Vault check out process, and check for a user accessibility to their account after encryption and delete the created admin account.

Installing Air Watch on (Android, IOS Windows 8 phone, Blackberry 10) tablets or cellphones, Usb flash drive exchange to encrypted secured flash drive (Kingston, Data Traveler, Iron Key, FIPS 140-2 LEVEL 3 COMPLIANT) with the disposal of old one and backing up data on the process using Carbon Copy.

HIPAA Privacy and Information Security, resolving common Citrix issues of MS Licensing, system Center Configuration Manager related updates and create new reports using SSRS.

Go Phone Smart Communications Glendale, CA February 2014 - March 2015 Desktop Support Engineer - Project Management

Responsibilities:

Gather requirements, conduct analysis and provide project estimations. Develop test strategy and prepare test cases. Optimize performance of programs. Interact with business analysts, prepare, design, and review design documents. Track all defects and debug the code. Involved in production implementation and deployment. Skills required SQL, DB2, and UAT, Tera data, VSAM, COBOL, SPUFI, and End evor.

Answering and responding to customer calls and mails relating to their technical issues assisting and supporting technical staff recording all calls and questions relating to technical problems in the internal call database.

Ensuring conformity of the established procedures and guidelines executing technical support functions for client server keeping up to date on latest trends and solutions in technology-related matters providing technical support. Providing technical support assistance for desktop applications providing technical support to technicians in resolving and troubleshooting technical

Problems Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.

Conduct research on desktop products in support of PC procurement and development efforts.

Installing OS: WinXP, Win2k Pro, Win2k Server, Linux.

US Wireless, Inc. Burbank, CA September 2013 - December 2013 Senior System Engineer

ICarry All Hollywood, CA January 2012 - July 2013 Senior Network Engineer - Network Security

Compaq Computer Corporation Hollywood Ca February 2010 - November 2011 Computer Hardware - Software Engineer

IOmega. Burbank Ca. May 2009 - December 2009 Senior System Engineer - Computer System Analyst Management

Circuit City. Glendale Ca May 2008 - March 2009 Technical Support Engineer

IBM March 2005 - January 2008 Software Engineer, System Engineer

Research Institute IST January 2004 - February 2005. Cloud Collaboration Engineer

Skills & Expertise:

CISCO, Net view, FTP / NDM, Layer 3 Protocol, PHP, Citrix,SCCM, SSRS, Symantec Ghost and backup, Service Now, Remedy Notes Everbridge, BMC Helix,VizRT suite,Command Post, Netscape, File Maker pro, VPN / Secure ID, Windows PowerShell, Relational Databases, Oracle, HD SD 4K formats,SDI video AES audio, analog audio/video Encoding/Decoding, DPU / MacAfee, MS Office Bash, pearl. Transport Stream ASI/IP,EVs XT servers and products, Rotors \ Servers \ Wi-Fi Connectivity, iCloud \ Online Storage’s, Service NOW, Remedy, Connect Wise, Spice works Help Desk, Jira Service Desk Support bee, Zendesk, Help Scout.Zoho Desk, Git-Hub, Unit Testing, Django,A+ experience (ECS) and (EUS), QA tasks experience, Tier 1-2-3, Data processing \ Data analysis, UNIX / DOS,TCP / IP . Bit locker, File Vault, PGP, VDI, Virtual machine, Ubuntu, windows remote access USMT, VMWare, Azure,Time Management, AWS, Visio, DNS, POS, DHCP, iManage, Microsoft IIS Document Management Systems, Microsoft Exchange, Microsoft Windows Server, Broadcast Technology and services and more.

+Troubleshooting, Management, Supervising Experience, Business Intelligence, Hardware/ Software, Technical Support, Networking, Computer Repair, Software Troubleshooting and installing or patching updates, Virtual Center, Administrator Computer Security Windows firewall, Virus protection, Technical consulting, Expertise at identifying values Security, Laptops, Desktops, iMac’s,Mac book pro’s, Printers, Android and IOS Testing and Debugging, User activity control Windows Administration.

+Handling over 400-500 Tickets per week and averaging, 10-20+ Tickets closed daily T2,T3, covering VIP,VP,SVP Executing support Tickets, white glove support, Hosting and related services

, Computer systems design developing strategies, Excellent Customer Service Strong organization skills, flexible, responsible, and able to make decisions, Ability to provide career counseling, coaching new hire for Hr. department and job seeker services developing possible career paths.

Education:

• Bachelor Engineering Degree (B.Sc.I.T.) University of Tehran 2006,

Major: Computer Engineering and Information Science Minor: bachelor of business information systems (BBIS).

• Associate Degree (A.S) University of Tehran 2002,

Major: Computer Science and Information Technology Minor: Software Engineer and System Engineer.

Certifications:

• Information Technology Infrastructure Library (ITIL)

• Apple Certified Macintosh Technicians (ACMT)

• Microsoft Certified Systems Engineer (MCSE)

• CompTIA A+

• Microsoft MCSE

• Linux Essentials Professional Development Certification (PDC)

• Microsoft Certified Professional (MCP)

• Cisco Certified Network Associate (CCNA)

• JAMF Certified Associate

• Network + Certified

• Certified Information System Security Professional (CISSP)

• Microsoft IT Professional Enterprise Desktop Support Technician on Windows® 7

• Microsoft Dynamics Gold Certified

• Project Management Professional (PMP)

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Independent Coursework:

• Introduction to Computer Information systems,

• Introduction to Programming with BASIC Introduction to Programming Using JAVA,

• Visual BASIC, Introduction to Algorithms with Pascal,

• Programming in C/C++,

• COBOL Programming, I,

• Systems Analysis, Database Management, Software Engineering.

• CSIS170 - Large Computer Operating Systems,

• CSIS172 - Unix/Linux Operating system,

• CSIS174 - Unix/Linux System administration,

• CSIS190 - Networking telecommunications,

• CSIS191 - Internet Orientation

• CSIS192 - Internet: Beyond the Basics

• CSIS196 - Advanced Networking: Security

• CSIS203 - Intro. to Command Line Operating Systems

• CSIS210 - Computer Operations

• CSIS260 - Website Development I

• CSIS261 - Website Development II

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