Support Analyst Quality Assurance

STEPHEN SCHNARE

Ph/txt: 619-***-**** **************@*****.*** LinkedIn.com/in/Schnare San Diego, CA

IT Network Support Analyst Helpdesk

Professional directly responsible for enhancing the digital environment in the workplace. An IT Helpdesk Hardware & Software Systems Support Analyst, that manages the network, maintains the help-desk ticketing system, and monitors anything on the domain necessary to keep the entire business enterprise running and operating at its optimum. Another role of responsibility is

facilitating users' software technology needs across multiple OS platforms including anything from Win 7,8,10,11 Apple/Macintosh computers, and iPad OSX & IOS mobile and medical devices and instruments. Also utilizing all security measures via the mfa OKTA & MS0365/ Microsoft Entra ID Azure AD, Teams, Zoom, RingCentral, etc. Experienced and extremely proficient in project operations, software & hardware testing and quality assurance, documentation, and facilitating users with new ideas, procedures, protocols. Implementing and migrating new network infrastructures and a multi-tier ticket management system ie: Zendesk/ServiceNow,FreshService, SCCM, SaaS, PaaS and IaaS, Naas, ITIL, ITSM, and SOX software tools, network schematics, inventory management via SAP, hard/software installs, imaging software updates, patch management, configurations of a broad variety of technologies; Windows servers, pc towers, desktops, laptops, voip phone system, digital devices lab instruments, and tablets. Solid adaptability to abstract issues, and random fixes, and thinking and responding extremely to critical issues with the

Work Experience

OneDynaLife - IT Business Systems Support (Freelance consulting / current)

This is my own personal, independent, contracting, entrepreneur, 1099 entity, that I use for freelance contract full or part-time work. Some occupational directions may be network systems operations analyst, troubleshooting issues; remote & local repairs for a multitude of hardware and software network issues, remote and local admin, MS0365, Teams, Skype, RingCentral, VPN, a/v, hyper-visor support HyperV operating systems, multi-step-factor MS Authenticator or OKTA, help-desk ticket systems, remedy issues, creative thinking, troubleshoot network and connectivity. Inventory & asset management, software compliance, machine software audits, backup data integrity, and even POS network development, management monitoring and maintenance. I am accountable for machine & laptop hardware & software issues, and media rooms, monitor LAN traffic, laptop upgrades, warranty issues, and peripherals. RF PM & tech / telecom project management, quality assurance and testing software and hardwares before launch, and implementation and migrations processes. Continuing to Improve and escalate efficient business workflow processes of the entire corporation's network and IT infrastructure, improving business and investments. Please NOTE: this is my own personal 1099,independent, contracting entrepreneur entity T4A role. The current project I am working at Wide Open Moto for the past 2 years part time. ß

IT Support Systems Engineer (contract employee) August 2022 –December 2022

Allianz Global Investors, San Diego CA

Network systems analyst, troubleshooting issues; remote & local repairs for a multitude of hardware and software network issues, Citrix RDP, MS0365, Teams, Skype, VPN support, Authenticator MFA, ServiceNow, Zendesk help desk ticket system coordination to remedy issues, creative thinking, troubleshoot network and connectivity. Proficient in many other network software technologies, software asset management.

• Local & remote support for end-users, using various network tools; strategic planning, thinking

• Completing help desk service and support desk, support, remote & desk walkup workbench visits

• Inventory & asset management, software compliance, machine software audits, backup data integrity

• Windows 10 & 11 OS imaging and machine deployment via Active Directory, software license administration audit, and licenses administration, including malware, spyware, and antivirus management

A key part of the two man IT team, we're accountable for our LAN and laptop hardware & software issues, and media rooms, monitor LAN traffic, laptop upgrades, warranty issues, and peripherals. Used time management and scheduled appointments on MS Outlook calendar to escalate the workflow process of the entire enterprise corporation's network and infrastructure.

Systems Engineer (contract employee) November 2021 – May 2022

Halozyme Therapeutics, San Diego CA

Network systems analyst, resolving unique technological issues; remote & local repairs for a multitude of medical clinic and lab hardware and software devices and troubleshooting network issues, RDP, MS0365, TeamViewer, VOIP RingCentral, LanSweeper, Druva, PaloAlto firewall, GlobalProtect VPN support, RemedyForce, Okta Admin MFA, SalesForce, Adobe Foresite & extremely proficient including malware, spyware, and antivirus management & many other network and security patch management software technologies, all while adhering compliance to HIPAA regulations and standards

• Local & remote support for end-users, using various network tools; strategic planning, thinking

• Complete help desk service and support desk, support, remote & desk walkup visits

• Inventory & asset management, software compliance, machine software audits, Druva inSync Backup

• Windows10 OS imaging and machine deployment via Microsoft AD, VMWare, HyperV, SCCM Entra, SharePoint software registration and accountability logs and control incoming and outgoing ; onboarding & termination and training and instruction of employees including warranties.

Lab and clinic instruments config, installs, monitor, and managing medical devices.

Installing printers, scanners, readers of all sorts in the designated clean rooms, labs and clinics offices

Arranged logistical provisioning of new hardware and distributed to different departments and offices

Datacenter inventory and was accounting for new laptop images and preventative maintenance

Provided colleagues with long term articulate knowledge about their environment and work systems via clear communication channels and documentation and optimizing network performance and HIPAA compliance

Resolving, diagnosing, repairing mechanical, electromechanical, robotics, electronic equipment, and/or instrumentation including QoS, as a SME SOX Sarbanes Oxley compliance regulations

Systems Engineer Management ITS (Full Time Employee) March 2020 – April 2021

Randall Lamb Associates, San Diego CA

• Troubleshooting all computer & network issues; remote & local repairs for a multitude of hard/ software network issues, remote support & walk up work bench, MS Teams, MS-0365, ConnectWise, Kaseya, CloudKey, Sophos, UniFi, Wasabi Cloud, Remedy & extremely proficient technologies analytics.

• Local & remote support for end-users, using various network tools and strategic thinking

• Complete help desk service and support desk, Mozilla VPN support, remote & desk walkup visits

• Inventory & asset management, software compliance, and machine software audits, Acronis Backup

• MAC/Win10 imaging and machine deployment via SCCM/MSFT Active Directory, VmWare, HyperV

• AIS/Nfinit, Okta Administration MFA security Data center security clearance, hypervisor

• Cisco operations and network installs, administration of VOIP phone systems including Jabber & Zoom

• Created an organized database to keep account of assets and regulatory licenses of the

AutoCAD, network software, backup / audit software analytics, license admin via Kaseya, virtualization.

Implemented ServiceNow for incidents, projects, tickets etc. large & small. Due to disaster recover I directly facilitated a massive physical and digital network transformation / migration project collaboration. Directly coordinated entire rollout from an old legacy on-premise MS exchange mail system, to MS0365 & Okta. Decommissioned 10 on premise servers and migration to: cloud infrastructure via, MSAD Azure Entra & SOX, help desk system software, implemented Acronis backup aligned with MS AD profile logins via Okta MFA security, this lasted approx. 6 month to completion migration upgrade, until the new office and core were online .

Systems Engineer (Full Time Employee) 2016 – 2019

Deloitte, San Diego CA

• Utilized skillset on the network to support, and service nodes locally and remote network issues tools such as GoToAssist, Skype, and ServiceNow ticket systems including Connected Backup.

• Complete via Zendesk desk Service Monitor, ServiceDesk, support, remote & visits in person

• Inventory & asset management, software compliance, and machine software audits, and MFA's

• Audio &Visual support, display, projection, monitor desk phone & pc network cabling setups

• Win & Mac1 images & deployment in SCCM, MSFT AD/JAMF/Azure, DSSEntra, MS-0365, RSA, AWS

• Cisco operations and network installs, administration of VOIP phone systems including Jabber & Zoom

Experiencing daily basis our staff/colleagues making contact with us; by either coming to the help desk office workbench in person, making a phone call, reaching out via the chat help, or a scheduled appointment for any level tier 1,2,3,4 issue. Prioritizing on the fly any issues from broken laptop upgrades, data, connectivity, processes warranty issues, consulting users questions, onboarding and off-boarding of machines using Active Directory, SCCM, NAAS, SAAN, SAAS, VOIP Virtual machines, subscription service.

Network Engineer Support Technician Spring 2016

SpectraForce & UPS, San Diego, CA

• Network support, help desk calls, & systems operations backups, software installs etc.

• Remotely provided solutions for commercial networks issues, used network tools

• Troubleshoot a series of computer and network issues; remotely RDP/VNC to machines

• Repaired a multitude of network and user issues remotely via GoToAssist, Bomgar, RDP

• Complete small projects solo and with the team in order to keep infrastructure optimal

• Cisco operations and network installs, administration of VOIP phone systems including Jabber & Zoom

A team based project which upgraded national franchise stores POS (point of sale) systems. IT team was directly responsible for each region for hardware installs, software installs, and provisioning of goods and services for the upgrade of the newer and better equipment. Scheduled appointments with each store manager, and a team of two techs would be assisting each store, remote work until successful completion.

Network Security Engineer 2015 – 2016

RSI Security, San Diego, CA

• Network security compliance, SCCM, SAAS, NAAS, & systems engineering, backups, software installs/updates, including subscription management, and sox compliance.

• Provide solutions for multiple network and daily end user issues via tickets in queue

• Troubleshoot laptop & network issues; remote repairs: BeyondTrust, Bomgar, Zendesk CentraStage network matrix portal, Abbvie software, and Citirx.

• Collaborate with management and tech staff to accomplish larger multi-step projects

• Cisco Meraki & network install, VOIP admin phone systems including Jabber & Zoom

Directly responsible for helping customers locally and remotely on specific issues

Configuration Technician (Full Time Employee) 2014 - 2015

SmartDrive Systems, San Diego, CA

• Programming & configuration of special telematics GSM computers for the transport industry

• Sim cell chip provisioning and allocation for GSM/CDMA networks Rogers and T-Mobile

• SharePoint & G-Suite project management: instance and case development and project forecasting

• Accurately prepare specific inventory orders for shipments to customers via Zendesk

• Cisco ops & network installs, administration of VOIP phone systems including Jabber & Zoom

• Software and Hardware quality assurance and testing new prototype systems

Project Management & Network Engineer Tech Support 2011 - 2012

UCSD, San Diego, CA

• Network installs, configurations, monitoring and maintenance,, troubleshoot help-desk tickets, fix

• 600 node Student computer lab support via small IT support tech team use ConnectWise

• Individually responsible for leading the network rollout to deploy new: racks, nodes, printers, etc, Thorton Scripps Mercy hospital hardware & software provisioning & HIPAA secure medical devices

• Cisco operations administration of VOIP phone systems including Jabber & Zoom.

Network Engineer /administration Point of Sale Project Management 2010

Goodwill, San Diego, CA

• Managed IT team for a project management POS rollout/deployment/installation/configuration

• Directly responsible for rack & installs printers, servers, switches, firewalls, Cisco blades

• Point of Sale (POS) Windows ECRS server platform, manage, maintain, troubleshoot vpn, rdp software

• Strategic planning to coordinate 12 store WAN location with AT&T T1 network deployment

• Organized & led staff and hardware in order for rollout & installs of the POS network via Zendesk

• Implement tech skills maintain network connectivity software & hardware updates for endpoints, printers, devices, switches, and routers, software subscription and provisioning management

• Cisco operations and network installs, administration of VOIP phone systems including Jabber & Zoom

Cruise Ships - Data Systems Manager / Computer Officer / Telecom Engineering

Princess & Celebrity Cruises – 6 ships: 2004 – 2009

Ports of call from the Mediterranean, gulf of Russia & Finland to the Amazon river in Brazil Helpdesk support & troubleshoot via Zendesk tickets, managed 400 endpoint shipboard network LAN,VPN, Radio Frequency experience. CBAN/IMMERSAT/GIS/GPS/APN/WLAN/WWLAN/VOIP, MS Active Directory, Server 2003wireless technologies. including the telecom satellite data & connectivity resolving break/fix, medical devices onboard, and internet café

• POS (point of sale) Micros touch system project management rollout, connectivity cabling etc.

• Ensure/ secure a SOX/ITIL/SCCM, SAAN, NAAS compliant infrastructure with security, av, backups,

• Provided lead supervision & direction responsibility to my international embarkation team

• Prepare & lead 100 staff crew safety lifeboat drills, international Seaman's ship safety operations

• Cisco operations and network installs, administration of VOIP phone systems including Jabber, Zoom

Education

Two years towards the second degree of a BA in health science and informatics

University of Victoria (UVIC), Health Information Science, Victoria, BC Canada 2002

Courses: Logic 210, Business Administration, International Anthropology, Computer programming C,

Digital Marketing in the Workplace.

Bachelor’s Degree Computer Science, Network systems program; MCSE, Certification A+

British Columbia Institute of Technology (BCIT), Burnaby, BC Canada 1999

Courses: Computer network, Computer Application building, Internet Development,

Hardware builder, Mathematics and Computing, A+ certification, MCSE network Administration certification

Social Studies, and Environmental preservation, Health Science 100-450, Workplace Automation

REFERENCES

Worked at Halozyme Theraputics 2022

Jani Laurila / Manager ITS

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

Office: 858-***-****

Mobile 858-***-****

11388 Sorrento Valley Road

San Diego, CA 92121

www.halozyme.com

Worked at Randalllamb 2020

Randall Lamb Associates, Inc.

Aaron Parkington / CEO

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

3131 Camino del Rio North, Suite 800

San Diego, CA 92108

Office: 619-***-****

Brent Johnson

Worked at Deloitte 2016-2019

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

Deloitte & Touche / ITS management

655 W Broadway #700, San Diego, CA 92101

Office:

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