Technical Support Communications Manager

Administration

Active Directory, Install-Move-Add-Change Printers, Cisco IP Phones/VoIP, Ring Central, Mobile (Verizon, AT&T), Microsoft Office 365, Alarm.com, Greenway Health, Athena, UltiPro, Kronos, MicroMD, Cisco Unified Communications Manager (CallManager), Cerberus FTP, Panda Cloud Antivirus, UniFi, HIPAA, PCI and SOX Compliance

Systems

Windows (9x-11), Windows Server (2008-2022), Mac OS (13.x), Android, iOS, Linux (Ubuntu, Red Hat, Rocky) Backup and Disaster Recovery

Kernel for Outlook PST Recovery, Recuva, ScanPST, Windows 7 Migration Wizard, Windows Backup, Time Machine, Windows System Restore Point, Windows Server Backup, Carbonite

Applications

Microsoft Office (2003-365). Adobe Creative Cloud, CloneZilla, Norton Ghost, Virtualbox, Panda Endpoint Protection, Symantec Endpoint Protection, SCCM, MobilePass+, Cisco Meraki, Interactive Intelligence, Clockshark, Microsoft Authenticator, Watchguard Mobile VPN with SSL, Cisco AnyConnect, Zoom, Teams, Cisco Webex, PowerShell, BitLocker, PuTTY, FileZilla, ESET Anti-Virus, InTune, AutoPilot, Azure Ticketing and Remote Applications

Track-it, ServiceNow, TeamViewer, join.me, UltraVNC, Freshdesk, ConnectWise, ScreenConnect, Syncro, Bomgar

(BeyondTrust), AssetTrack

Employment History

Data/SecureNET Technician III, Contractor Lockheed Martin MFC Colorado November 2024 – Current

• Provide Windows, Linux and Network Administration services remotely and on site.

• Provide technical support for Linux and Windows end users and servers, both remotely and on site.

• Imaged servers and computers using LM imaging software for Windows and imaged servers using LM Rocky, Red Hat and Ubuntu images.

• Provisioned equipment for new hires, upgrades and replacements.

• Audit and inventory all on site IT equipment using AssetTrack and ServiceNow.

• Contributed to developing a security compliant Linux image.

• Communicated with IT and on site leadership to align goals.

• Helped managed and maintained VLAN, contribute to firewall port openings and creating a local infrastructure.

• Patched new connections into switches from the patch panel. Senior Engineer, Contractor Lockheed Martin Space Colorado August 2024 – November 2024

• Provide technical support for Windows end users both on site and remotely at various LM Campuses in Colorado.

• Imaged computers using LM imaging software for Windows.

• Used company vehicles to deploy, move and pick up IT equipment to and from LM campuses.

• Audit and inventory all incoming and outgoing IT equipment to and from LM campuses.

• Assisted with shipping IT equipment to end users.

IT Deployment Technician Intermountain Healthcare

Wheat Ridge, CO July 2024 – August 2024

• Collaborated with a team to transport and deploy over 2,000 pieces of IT equipment, including computers, printers, and monitors, from the old Intermountain Lutheran Hospital to the newly constructed facility.

• Completed setup and installation of hardware across 3 floors of the hospital, ensuring efficient functionality of IT infrastructure

• Patched network ports in each floor’s network closet, configuring patch panels to maintain network connectivity throughout the hospital.

• Installed and updated required software using the organization's Software Center, ensuring systems were ready for end user productivity.

Lead Business Technician (Contractor)

Onsite Consulting Denver, CO

February 2024 – August 2024

• Provide technical support to a diverse range of business and residential clients, including Denver Dermatology Center, Pleasant View Metro and Fire Department and Twin Aspen Dental Center, through on-site visits and remote assistance.

• Install and configure network switches to ensure optimal performance and maintain high security standards.

• Utilize Syncro ticketing system to track issues, manage end-user computer systems, and ensure efficient resolution.

• Onboard new business clients into the "Complete Care" program, establishing runbooks and implementing Bomgar Remote, ESET Anti-Virus, and Syncro software solutions.

• Diagnose and resolve network and internet connectivity issues, coordinating with ISPs for swift resolution.

• Deliver security training to end-users on cyberattack prevention, phishing identification, password security, and best practices.

• Manage IMAP to Office 365 migrations, including manual folder recreation and email relocation from platforms like GoDaddy to Microsoft Office 365 Tenant.

• Oversee the migration of network, server, and computer equipment during client relocations, ensuring seamless setup at new locations.

• Assist refurbishment department by organizing workspace, sourcing replacement parts, and rebuilding custom computers.

• Deploy and upgrade network equipment, including modems, routers, switches, firewalls, and access points from Netgear, Cisco, Eero, and Ubiquiti.

IT Technician II, Engineer in Training

Accelerated Network Solutions Denver, CO

March 2021 – April 2024

• Provide technical support to clients including The Women’s Imaging Center and Aveda Institute, both on-site and remotely.

• Track and resolve issues using client ticketing systems for efficient management.

• Deploy and configure network switches and Watchguard firewalls, ensuring optimal performance and security.

• Manage computer and printer equipment, overseeing purchases, repairs, deployments, and upgrades; handle RMA processes.

• Coordinate e-waste disposal, ensuring HIPAA compliance with destruction certificates for hard drives.

• Diagnose and fix client computer issues using SFC, DISM, and CHKDSK tools.

• Troubleshoot network and internet issues, coordinating with ISPs for timely resolutions.

• Set up and manage DHCP scopes and scheduled tasks on Windows Server for enhanced functionality.

• Establish and maintain HIPAA-compliant servers using Cerberus FTP for sensitive medical data.

• Manage user accounts in Athena, MicroMD, Office 365, Alarm.com, and Active Directory, including access permissions and password resets.

• Facilitate employee onboarding and offboarding, ensuring smooth transitions and access control compliance.

• Set up and dismantle network infrastructure and computer equipment for office openings and closures.

• Program access badges using Alarm.com for secure facility access.

• Manage Ring Central cloud communication system, overseeing users, extensions, and equipment purchases.

• Develop and update technical documentation tailored to client needs.

• Enable ActiveSync for synchronization between Active Directory and Office 365 accounts.

• Create and manage group policies for standardized configurations.

• Oversee equipment inventory, ensuring accurate records and asset management.

• Implement Office Multi-Factor Authentication (MFA) individually and in bulk.

• Used Azure, Intune and AutoPilot to manage devices and users.

• Establish and manage SharePoint sites for collaboration and document management.

• Install and manage Swann security camera systems, including IP and analog cameras.

• Purchase and manage Office 365 domains via GoDaddy, including domain migrations.

• Develop PowerShell scripts for Active Directory, Office 365, and Windows Server tasks.

• Provide security training on cyberattack prevention, phishing identification, and password security.

• Roll out policies and hardware/software updates, ensuring compliance with SOX, PCI, and HIPAA regulations.

• Perform hot swapping of NAS hard drives and data rebuilding for recovery.

• Collaborate with Cherry Creek Valley Water to roll out a modernized WordPress website.

Sr. Helpdesk Associate

Hot Topic/Torrid HQ City of Industry, CA

May 2015 – March 2021

• Provided daily support for 1000+ stores, addressing issues with NCR Xstore POS systems and troubleshooting equipment such as Verifone, iPad, Avery Scanner, VoIP, and network devices; collaborated with vendors like Granite, WorldLink, NCR, and CIS.

• Diagnosed and resolved network equipment issues using Cisco Meraki tools; managed CISCO IP Phones (7940-7960 series) and voicemail PIN resets via Cisco Unified Communications Manager.

• Played a key role in the mass deployment of computer equipment for remote work during the Covid-19 pandemic.

• Assisted in deploying iPads, HP Printers, and Manhattan Omni for BOPIS operations.

• Trained new team members, coordinated scheduling, and created technical documentation.

• Provided technical support and training for PC/Mac/Mobile end users at two headquarters/data centers, supporting 500+ employees.

• Managed Track-it/ServiceNow tickets for issue tracking and resolution.

• Installed and supported applications like Lightning Pick, Interactive Intelligence, JDA Arthur Allocation, ReconNET, Pyramid, Cisco Jabber, SafeNet Blackshield, MobilePass+, RetailLease, Oracle SQL Developer, Oracle RMS, and Oracle RA.

• Utilized AD Tools for user account management, including unlocks, password resets, and computer location identification.

• Administered and supported mobile devices from Verizon and AT&T, managing domestic and international usage.

• Set up and deployed computers, IP phones, monitors, docking stations, Wacom tablets, and other equipment.

• Managed repair and replacement of broken equipment, including laptops and phones.

• Contributed to a 2-week distribution center project, deploying Agile packing stations, weight scales, and Zebra Printers.

• Employed Aleratec HDD duplicator, Clonezilla, and Norton Ghost 2003 for HDD cloning; established a repository for Clonezilla/Norton Ghost images.

• Collaborated with Desktop Engineer to identify software needs for rapid SCCM deployment.

• Assisted with patch panel and switch configurations for new port activations.

• Installed Virtual XP/Virtual Machine on user PCs for non-64-bit compatible applications, Flash Sales, and RetailLease.

• Networked and set up Zebra printers in the distribution center.

• Replaced components on Lenovo ThinkPad models T420-T14, including keyboards and screens.

• Managed user migrations from Windows XP to 7, and Windows 7 to 10, as well as desktop/laptop migrations.

• Collaborated with Ricoh technicians to deploy new large Fiery printers (C5100s and C5200s series).

Computer/Network Technician Penguin Tech Covina, CA January 2007 – August 2015

• Removed ransomware from client machines, restoring functionality without OS reinstallation.

• Set up Virtual Machines using Oracle VM VirtualBox to enhance system versatility.

• Demonstrated expertise in CAT5/6 cabling and networking for seamless installations.

• Configured wireless networking solutions to optimize connectivity and user experience.

• Replaced components in Xbox 360 controllers, laptops, and desktop hardware using soldering skills.

• Installed and configured security cameras and NVR/DVR systems in residential environments.

• Facilitated printer networking, repair, upgrades, and setups to enhance office productivity.

• Conducted custom Firmware/OS Install and Factory Resets for iOS and Android devices.

• Performed emergency hard drive recovery by replacing faulty logic boards.

• Used remote access tools like TeamViewer and Join.me to troubleshoot and repair client computers.

• Implemented automated daily backups to external drives to safeguard critical data.

• Managed setup, repair, and upgrade of network, server, and computer systems for clients including UC Fence Corp and International Construction Management Group Inc.

• Partnered with Geekatoo for setup, repair, and upgrades of computer, network, printer, TV, and home audio systems. Certifications

CompTIA A+ Certification February 13, 2010

CompTIA Network+ Certification December 4, 2010

Career ID: COMP001020064362

Education

United Education Institute, Ontario, CA January 2012 Computer Systems Technician Certificate 4.0 GPA, Ambassador, Perfect Attendance

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