Customer Service Help Desk

PROFESSIONAL SUMMARY

Experienced and skilled Information Technology specialist with the ability to resolve computer and network conflicts. Possess communication skills to interpret technological issues to end users and interact with peers to form a professional and compatible relationship. Continuously seeking new technological education to expand my current knowledge of the Information Technology field.

CAREER EXPERIENCE

Aridis Pharmaceuticals

IT Consultant- Friday & Sat Nov. 2021 – April 2023

Career Achievements

Upgraded Hardware and OS of Domain Controllers from 2012 R2 to Server 2019

Created Guest Wi-Fi outside the company’s network for Vendors

Response to all employees’ requests including network, office 365 suite requests

Set up Archive Storage using Netgear network storage

Set up Windows Deployment Server with MDT to handle OS deployments to all models of laptops/desktops etc.

Set up Veeam to backup servers and some lab desktops to network storage on daily/weekly backups

City of San Jose

Network Engineer Sept. 2014-Current

Career Achievements:

Implement and upgraded VMware to 6.0 on HP Hyper Converged 380 with team of Network Engineers

Migrated all Physical servers to Virtualized Environment

Responsible for Help Desk for all Police Department Sites

Managed upgrade of Windows XP to Windows 10 x64 bit which also included upgrade of CAD system, Mobile Reporting for all patrol cars. In process of upgrading all infrastructure with Windows 11

Managed and implement two factor authentication for patrol cars

Managed Airport PD move to a new building which included Network, Computer Systems, VOIP phones. Oversaw all planning and made timeline adjustments as needed.

Creatively coordinate all projects, resources to ensure potential issues are avoided

Implement Windows Deployment Server and PDQ for deploying software throughout different AD domains

Responsible for all Network, Server, VOIP, Virtualization, Backup Systems at the department

Participated in on call rotation to provide 24/7 support for critical PD/Fire environments

Responsible for working close to Dev team on their needs and working very closely to finish their projects from infrastructure side

Managed a team to support 5 different offices

Managed TrendMicro Anti-Virus Server and transition all sites to use Microsoft Dedfender

Deployed WDS server to manager 5 different location

Windows Server 2019 installation, deployments, troubleshooting

SAN (storage area networks) and associated HBA’s (both SCSI and Fiber-Channel) plus Windows Storage server with iSCSI connections.

Administer multiple Active Directory Forests, Domains, DHCP, DNS and various other Infrastructure services. Trust relationships setup, dcpromo and decommission of AD.

Manage the Help desk & Desktop Support team which supported Windows 7 along with the MS-Office including mail services.

Administered office365 hosted email with Microsoft

Manage NetBackup 9.1 Server running on Server 2019

Part of Cyber Security team that monitors and patches all network equipment. Tools used MDE and Tenable Scans

Sequoia Retail Systems, Mountain View, California

System Administrator Aug. 2013-Sept. 2014

Career Achievements:

Moved DHCP service from ASA firewall to Windows Server 2008 for 2 offices.

Upgraded SVN repositories and created backup process

mplemented Wireless Network outside the network for vendors and visiting partners

Designed the company’s Backup and sync’d them across two offices

Folder Redirection, Network Drives and set up policies using Group Policies

Managed VMWare ESX 5.1 servers implemented new servers on request. Managed Replication

between sites using VSphere

Cloud backups with Barracuda backup appliance

Responsible for all EMC VNXE 3100 storage

Implemented OpManager for monitoring Windows/Linux and used IT automation with PowerShell

scripts to automate administrative tasks

Set up WSUS server and yum proxy server for updating Linux servers

Responsible for all user requests and help desk support

Job Roles and Duties:

Administer all Windows Servers and Linux Servers in the organization’s server room.

Windows Servers include MSSQL server, Domain Controllers, IIS servers, WSUS

Managed company phones integrated with Lync 2013

Responsible for any changes made to production servers via Change Control Process

Managing corporate backups and performing ongoing Audit for backups

Diagnose and troubleshoot PC hardware and software problems, remote access and printing issues for internal and external employees.

Manage customer issues and requests by tracking and documenting technical repairs/solutions per departmental operating procedures

Verinata Health, Inc., Redwood City, California

System Administrator Nov. 2012-Aug. 2013

Career Achievements:

Implemented intranet website for the company using Twiki on CentOS 6.3

Implemented Trac/Svn for developers on CentOS 6.3

Moved Linux File server running from Ubuntu to CentOS 6.3

Managed KVM Machines running on CentOS 6.3

Managed NFS and Samba Shares between Windows and Linux Machines

Implemented ADP TimeClock Manager on Server 2008 R2 with ADP 4500 Series badge readers

Implemented Galaxy web based biomedical research portal on Centos 6.3 using Nginx as web server and Postgres as a database

Created and Managed Servers in VMware environment, P2V, and Cloning servers

Implemented Linux authentication with Active directory on Server 2008 using Samba+Winbind package

Implemented Torque/Maui Scheduler on CentOS 6

Managed EMC ISILON 8 node cluster

Symantec NetBackup running on Server 2008 R2

US SCRIPT, INC., Fresno, California 2008 - 2012

Technical Services Administrator II

Career Achievements:

Upgraded the organization’s Windows Server 2003 Domain Controllers, transferred Flexible Single Master Operations (FSMO) roles, moved DHCP and replicated Active Directory, and DNS, to a new Windows 2008 Domain Controller

Upgraded all Web Servers from IIS6.0 to Server 2008 IIS7.0

Implemented Microsoft System Center Configuration Manager 2007 R3

Implemented Squid Proxy Server on Windows 2003 Server, Used SARG for reporting

Implemented WSUS server, Symantec Anti-virus Server and Print Server on 2003 Server

Implemented Windows 2003 as Terminal Server with 25 CALS.

Implemented SVN repository on Linux for our web developers

Upgraded Veritas NetBackup to version 7.0 installed on Solaris 10, purchased NDMP option for backups to Netapp FAS 3140 and purchased LTO5 tape library for weekly backups

Implemented Bare Metal backup/restore using Netbackup on Server 2003/2008 and Solaris 10

Managed volumes, CIFS and NFS shares on Netapp Storage

Implemented Up.time software to monitor all 2003/2008 servers and Solaris 10 Servers

Implemented Site-to-Site VPN tunnel using IPSec Cisco ASA-5500

Job Roles and Duties:

Administer all Windows Servers in the organization’s server room.

Administer any changes on Windows Servers exp: DNS, DHCP, Group Policies, and Log on/off scripts etc.

Managed adding/deleting users on Linux SFTP Server and Email Postfix Server

Manage key production servers for better utilization and to administer necessary changes.

Diagnose and troubleshoot PC hardware and software problems, remote access and printing issues for internal and external employees.

Manage customer issues and requests by tracking and documenting technical repairs/solutions per departmental operating procedures

US SCRIPT, INC., Fresno, California 2008 - 2009

Technical Services Administrator I

Career Achievements:

Managed adding/deleting users in Active Directory

Upgraded the organization from Microsoft Office 2003 to Microsoft Office 2010

Upgraded organization’s computers from Windows XP Professional to Windows 7

Create/Recreate profiles troubleshoot any issues hardware/software related on PC

Installing Server 2003, Red Hat Linux as virtual machines using Oracle VM

Job Roles and Duties:

Respond to requests for technical assistance in person, via phone, electronically

Diagnoses and resolves end-user network or local printer problems, PC hardware problems and mainframe, e-mail, Internet, dial-in, and local-area network access problems

Trained end users how to operate new peripherals and applications

Alorica, Inc, Fresno, California 2006-2008

Tier II Technical Support

Job Roles and Duties:

Setting up and securing Wireless Routers, Cards, Cameras, Print Servers, and Access Points

Supervised agents with customer service and technical support

Took duties as sales representative in selling plans to customers with needed technical assistance

Bank of America, Fresno, California 2004 –2006

Customer Service Rep

Job Roles and Duties:

Service accounts for Customers, Excellent writing and communication skills

Encouraged customers to open up Credit Card accounts and Loan accounts while educating them about these credit lines

Educated customers about new products Bank of America offers

TECHNICAL SKILLS

Platforms: Windows 9x/NT/2000/XP/Vista/7, Windows Server 2000/2003/2008, Windows

Small Business Server 2003, Linux

Tools: NetApp: Data ONTAP 7/8, FAS 3140/2050, Microsoft Exchange 2010, Microsoft SQL Server 2000/05/08, Symantec: NetBackup/Backup Exec/Endpoint Protection, Request Tracker (RT), Microsoft Office Suite 2003/07/10

Network Hardware: Linksys and NETGEAR Routers, Switches and 802.11a, b and g Wireless solutions. Cisco: ASA 5510/ PIX 515e, Catalyst 3560 Series

EDUCATION AND TRAINING

KELLER GRADUATE SCHOOL OF MANAGEMENT, Online

Master of Business Administration with emphasis in Information Security, 2010

DEVRY UNIVERSITY, Fresno, California

Bachelor of Science in Technical Management with concentration in Network and Communications Management, 2008

CERTIFICATIONS

CompTia: Linux + A+ Security +

Microsoft: MCSE 2003 Server MCTS Server 2008

EXIN: ITIL Foundation

Symantec: SCS 250-270 Netbackup 7.0 for Unix

REFERENCE

Available upon request.

Contact this candidate