Support Analyst Asset Management

Paul Engel

Temple City, CA 626-***-**** ****.*.*****@*****.*** LinkedIn

Senior Support Analyst

Project Management ~ Team Leadership~ Asset Management ~ Information Systems

A top-performing Senior Support Analyst with over 20 years of experience in project managing corporate information systems. Strong expertise in large team leadership and supervision, asset management, installations, migrations, and troubleshooting network- and system-related issues. Highly accomplished at delivering projects on time, under budget, and in compliance with corporate standard and regulations by driving high-level team performance and efficiency.

Areas of Expertise

•Project and Asset Management

•Team Leadership & Collaboration

•Strategic Planning

•Client and Corporate Relations

•System Migration and Security

•Business Development

•Software and Network Support

•Troubleshooting

•Staff Training and Development

•Regulatory Compliance

•Installations, Migrations, and Upgrades

•Inventory Management

•Documentation

•Research

•Hardware and Software Audits

•Deployment

•Presentations & Briefings

•Forecasting and Job Costing

Programs: Windows, Windows Server, Mac OS X, Linux, IBM AS400, Microsoft Office Suite, Project, Visio, MS Lync, Skype for Business, SharePoint Sharegate, Lotus Sametime Connect, Ghost, Oracle, Kronos, ReportSmith, Scheduall, SAP Auto Cad, Citrix Client, Adobe Acrobat, Adobe Photoshop, Final Cut, Autodesk Revit, Autodesk Revit Architecture, Autodesk Revit MEP, Autodesk Revit Structure, Rhino, Maya, Norton, McAfee, Trend Micro Virus Scan Clients, VNC Remote Desktop, Altiris/Symantec System Management Console, Veritas Net Backup Data Recovery, Avaya, Alcatel, Shortel Phone Systems, SMCS, Maximo Impact, Touchpaper, ZenDesk,Remedy, and ServiceNow Help Desk.

Protocols: Ethernet and TCP/IP, including Rack Systems, Routers, Hubs, Cable Links, and Wireless configurations.

Education, Certifications, and Training

•Political Science University of Nebraska, Omaha, NE

•Electronics Paradise Valley Junior College, Phoenix, AZ

•Electronics Valley College, Phoenix, AZ

•A+ Computer Repair Program Conejo Valley Adult Education

•MAC X Server, Windows Server Administration, Security Plus New Horizons

•Time Management Training Fred Pryor

•SharePoint Administration and Configuration Training Denver, CO

Professional Work Experience

Support Analyst

07/2024-Present

Multiple Contract Positions –Looking for long Term Temp or Perm positions.

Technical Support Specialist 09/2023 – 06/2024

Rand Worldwide Remote

• Troubleshoot, research and provide support and solutions to our clients related to Revit,AutoCAD and Clarity software in a Microsoft environment while ensuring a high degree of customer satisfaction.

•Support issues related to installations, licensing, product functionality, etc.

•Documenting support cases in Salesforce.

•Develops company intellectual property, such as blogs, white papers, etc.

•Develops strong interpersonal relationships with external, as well as internal clients.

•Working in conjunction with the Technical and Sales teams to recommend solutions related to the AEC industries in a rapidly evolving environment.

•Adhering to the utmost of business ethics to ensure that IMAGINiT maintains its respected image.

Support Analyst 04/2013 – 04/2023

Gensler Los Angeles, CA

•Conducted routine hardware and system software audits for compliance with industry standards and company policies

•Employed Microsoft tools for integration with Windows Intune to manage PCs and mobile devices from the cloud and onsite

•Provided phone support for iPhone, Android, Windows, Blackberry, and the Shortel phone system

•Provided tablet and mobile device support for Windows and Mac IOS

•Provided software support for: Autodesk Revit, AutoCAD, Adobe Creative Suite, Rhino, Maya, and Newforma

•Provided additional support for Intune and Apple Configurator, Remote system Support CmrcViewr, Skype for business, video conferencing systems, Polycom, Life Size, Crestron, GoToMeetings, BlueJeans, WebeX, and Condeco Booking Systems

Senior Support Analyst 10/2009 – 02/2013

Technicolor Home Entertainment Services, Inc. Burbank, CA

•Managed the development, deployment, monitoring, maintenance, upgrade, and support of all IT systems

•Supported PCs, MACs, and all related peripherals, as well as mobile devices, smart phones, PDAs, Apple, Droid, and Blackberry products

•Performed asset and project management, leading a team of six employees

Help Desk Supervisor 07/2006 – 10/2009

Thomson/Technicolor Burbank, CA

•Assisted in building the Thomson/Technicolor Global Service Center to be run as a self-sufficient helpdesk operated by level one and two technicians for efficient resolution and escalation or major issues and global outages

•Documented policies, procedures, and ITIL/ITSM global standards for managing information technology systems

•Provided customer support covering all technology, desktop, and system-related issues and questions

•Collaborated with the user access management (UAM) team, and maintained SOX compliancy with HR and data owners for new hires, and changes or terminations to user domain, email, or network

•Worked with the Technicolor Service Center and Global Change Management for all global system changes

Systems Analyst – Help Desk 08/2002 – 07/2006

Stephen S. Wise Temple Schools Los Angeles, CA

•Resolved issues related to client PC and MAC software and hardware, and monitored LAN and wireless performance

•Maintained network and server systems, tape backups, and file, print, and license servers

•Ordered computers and software as needed, within budgetary constraints

•Researched technology news and trends, and reported on necessary team upgrades and campus projects within budget

Desk Support/Analyst End User Computing 11/1998 – 02/2001

Intel/Xircom Incorporated Thousand Oaks, CA

•Conducted client issue troubleshooting

•Maintained on-line and off-line documentation on networks, systems, custom applications, and software issues/solutions

•Monitored LAN hardware and software

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