Stephen Fronda

**** ******* **

Oceanside, NY ***72

adzohm@r.postjobfree.com

661-***-****

WORK HISTORY

Sony Music Entertainment (MSP) March 2022 – August 2023

Helpdesk Analyst II, Culver City, CA

Responsible for day to day break/fix issues, AV equipment maintenance. We were also responsible for Technical Onboarding of users, including imaging, configuration and user specific setups. Managed Projects to refresh computers in compliance with Security and Leasing agreements with our vendors. Managed ServiceNow to provide clearer data to reflect the workload of the Los Angeles office.

Frontline Inc. LLC (MSP) September 2022 – February 2023

Systems Analyst II, Burbank, CA

Handled over 40 Clients as part of an MSP Team. Day to day tasks involved managing projects for clients. Projects included hardware swaps for a merger of clients, deploying new email systems (from Google to Exchange), and educating users. Also provided security monitoring and testing, systems administration, and other services as needed by the clients. We Managed CRM and Salesforce for several clients for ticketing and Knowledge Base management. We provided everything from identifying, procuring, and deploying devices needed to maintaining, break/fix and replacing if needed.

RAND Corporation (CNS) August 2019 – May 2020

MFA Specialist, Santa Monica, CA

Oversaw scheduling, deploying and following up on a company-wide rollout of Multi-Factor Authentication. Time management, accurate notes, process development and training were all part of this temporary position.

Helpdesk roles included LogMeIn Rescue, Team viewer and Windows RD Connections to communicate and work through basic issues with users on many platforms and skill levels.

City National Bank (SMCI) June 2018 – December 2018

Helpdesk Analyst, Los Angeles, CA

Inbound Call center supporting bank employees on hundreds of applications in a mixed Windows 7 / 10 environment. Emphasis on first call resolutions, handling time, documentation and detailed notes were needed for this job. This role relied on accurately assessing the situation and either ensuring the right team got the issue or solving it with tools available.

Alpert & Alpert June 2017 – June 2018

Network and Systems Admin / Helpdesk Analyst, Los Angeles, CA

Provided beginning to end solutions for technical related problems with the company. Basic helpdesk needs, network configurations, vendor negotiations and projects to improve or enhance the user’s experience and efficiency. Helped plan, implement and maintain an upgrade to Office 365 (2016) and Windows 10.

This role was 60% Systems Admin and 40% Helpdesk and Desktop support. Re-imaging and deploying, and configuring workstations, maintaining windows and software updates and deployments, break-fix situations printer maintenance, and rotation of old hardware were also among the required duties. This would range from CEO face-to-face interactions to remote solutions, mostly through Team Viewer.

There was also a large emphasis on Cisco phones and BroadSoft configurations.

NCR September 2016 – April 2017

Care Support Specialist, Westlake Village, CA

Inbound call center with a focus on First Call Resolution. Offered support with financial transaction issues, website access, outages, general knowledge and extended product support. Emphasis was on first call resolution, high survey scores and clear documentation.

eMerchant Club April 2016 – August 2016

Tech Support, Simi Valley, CA

Inbound call center with a focus on First Call Resolution. Provided support for eCommerce websites and the site owners. Assisted with email setup and configuration. Website customization and maintenance. As well as assisting with the comprehension of updates. Some duties included processing cancellations and following up with customers to ensure processes are adhered to.

CH2M Hill (Apex) April 2015 – April 2016

Help Desk, Denver, CO

Help Desk with a strong focus on First Call Resolution. A variety of remote tools, combined with a vast knowledge base aided in resourceful troubleshooting. Basic desktop support, Exchange, the most current Microsoft Suite, and Oracle were all supported services. Used LanDesk, RDP, BOMGAR and Skype for remote asset management. Interactions with customers were mostly inbound calls, however Self-Service ticketing and chat were used.

CBeyond [Legacy] / Birch Communications May 2014 – January 2015

Enterprise Services, Denver, CO

Inbound call center responsible for gathering relevant information in a heavily-metrics driven environment. Provided VoIP and BPX, and internet troubleshooting. Services included T1, EFM and Fiber problem isolation, as well as PRI, SIP, CAS and analogue problem solving. Most issues were addressed in Cisco IOS and BroadSoft Softphones. There was also heavy emphasis on BroadSoft and other proprietary systems.

Comcast February 2014 – May 2014

Business Class Change Of Service, Denver, CO

Responsible for managing Moves, Additions, Changes and Deletions of business customers wishing to modify their VoIP services with Comcast. Modifying services in a Broadsoft environment and 2 proprietary ticketing systems. This role grew into an entry-level supervisory role providing support for front-end floor agents.

Sisters of Charity HS September 2011 – September 2013

Technical Assistance Center Representative, Denver, CO

Provided support to hospital nurses, physicians, etc. Supported over 800 Medical applications: Active directory, standard windows troubleshooting, Citrx troubleshooting were the basics. eSummit / Epic support provided, in addition to modules needed to perform various functions. Service Now was the ticketing system used to log and manage tickets and assets.

Qwest [Legacy] / Century Link December 2010 – August 2011

First Touch Response / CSM Help Desk, Denver, CO

Provided the first point of contact in addressing, ticketing and resolving issues regarding server downtime. This included, but was not limited to power events, weather events, malicious attacks, hardware / device failure and planned maintenances.

NCI Information Systems April 2010 – December 2010

CSC+ Help Desk Support / Operator, Fort Carson, CO

Secret Clearance required for this job. Job duties include System and Network Administration privileges on a variety of systems and peripherals. This involved engaging the customer over the phone and using Remote tools to solve most software related issues or diagnosing hardware issues. Used LANDESK for remote troubleshooting. Another Job Duty entailed operating functions in which a directory was referenced to in order to provide customers with phone numbers and building numbers for directional purposes. DSN, Overseas and CONUS calling were included as part of the operator functionality.

EDUCATION

Networking / Computer Technologies June 2008 – December 2009

Boxelder Job Corps, Nemo, SD

Studies focused on IT Essentials and Networking basics. The courses provided solid certification related training while providing hands-on lab experience, troubleshooting scenarios with Cisco routers, switches, IOS’s and protocols, as well as participation in regional and national competitions. Outside of networking, Job Corps fosters peer-based mentorship. I graduated with a letter of commendation from the center and as a “Gold Perfect” student, reflecting a 3.8 GPA equivalent and outstanding record on the center

NOTE: I’m only interested in positions in NYC (or remote) right now.

Certifications

Security+

Network+

A+

CCENT (Inactive)

Certification Verification

CompTIA

COMP001008164048

Cisco

CSCO11694844

Skills

Support for Windows XP through Windows 10.

Support for OS X from Snow Leopard to El Capitan (soon Sierra)

Support for Android, Apple and Blackberry devices.

Familiar with basic Cisco IOS troubleshooting on VoIP systems.

Experienced in a modern Office 365 environment.

Outlook / Exchange setup and troubleshooting.

DNS configurations.

Familiar with Free PBX and Asterisk-based systems.

2 Years’ experience in BroadSoft.

11 Years’ Enterprise Customer service.

11 Years’ experience with Active Directory

Eager to increase skills through mentorship

Maintains a personal awareness of emerging technologies

Very adaptable in a wide variety of situations and technologies.

Provides excellent troubleshooting steps based on the OSI model of troubleshooting for MAC and Windows PCs

References Available Upon Request

Contact this candidate