System Administrator Desktop Support
Resume:
Nicarter Liwag
Vallejo, CA *****
*********@*****.***
Professional Summary
#readytowork
References are available upon request
Authorized to work in the US for any employer
Work Experience
IT Specialist/System Administrator
Department of Veterans Affairs-Oakland, CA
November 2007 to Present
• Administers McAfee ePolicy Orchestrator console on a National level for 11 Office of Information and Technology Field Offices nationwide on matters of McAfee suite installation and policy enforcement in accordance with current directives
• Assists in implementation, enforcement, sustainment, dissemination, remediation of various security tasks and policies that McAfee EPO Steering Committee and OI&T Field Operations Security Council facilitates
• Processes User Provisioning requests via ServiceNow
• Assists with the plans, designs, analysis, documents, tests and makes recommendations for implementation and/or integrations required to maintain computer systems
• Assists with system and network configuration, troubleshooting and management to include workstation, L2/L3 switches, server, network setup and maintenance
• Provides superb technical support for optimization and software patching of VA servers, workstations, laptops and related components ensuring problem calls (Remedy tickets) assigned are appropriately worked within established timelines and action taken and closure descriptions are adequately annotated
• Provides superb technical and desktop support to various local and remote users within the Office of Information and Technology Field Offices nationwide in troubleshooting various IT-related issues including Mobile Devices, Mac and Linux workstations, and Unified Communications (IP telephone support for users)
• Protects printed and electronic files containing sensitive data in accordance with current applicable laws, Federal regulations, VA statutes and policies;
• Protects data from unauthorized release or from loss, alteration or unauthorized deletion including inventory and excessing of various GFE (Government Funded Equipment) and peripherals
• Works within the local and national team structure and maintains open communication with co-workers and supervisors in expanding knowledge of software development and application packages in use by customers
• Supports Asset Management Team
• Acts as Contracting Representative for West Region of VA Enterprise References:
David Niven - 925-***-****
Mike Inzerillo - 510-***-****
WMS Super User
IKEA-American Canyon, CA
September 2020 to January 2025
• Manage the lifecycle of IT assets while maintaining accurate inventory, procure, configure, upgrade, and optimize assets such as DLOGS, scanners, laptops, and workstations
• Provide face to face hardware and software support for end users to include network and Astro account password reset, Astro account provisioning and deprovisioning, Bartender software support
• Perform preventive maintenance and routine monitoring to include creation and follow-up of a service schedule for fixed assets, daily and weekly review of all applicable monitoring tools in order to identify and avoid potential business interruptions.
• Take necessary decisions and actions to solve issues, as well as prioritize issues according to business needs, and know when and how to escalate an issue in the support chain.
• Provide hands-on basic technical training for onsite support staff and of new hires, including setting up and introducing technical equipment (e.g. laptops).
• Coordinate and manage local vendors and local contact points to global vendors regarding support, upgrades, bug reporting, change requests, etc. when needed.
• Any specific duties as assigned by supervisor
References:
Skye Comstock - ****.********@*****.****.***
Stephanie Lam - *********.***@*****.****.***
Desktop Support Technician
Washington Hospital Healthcare System-Fremont, CA
October 2020 to May 2021
• Provide 1st level support for all IS issues/requests
• Ensure all IS related issues/requests are properly logged in the ticket system.
• Ensure that ticket numbers are communicated to the customer.
• Ensure that all tickets are fully documented and appropriately prioritized according to guidelines.
• Appropriately escalate and assign tickets to the necessary 2nd level support groups or individual.
• Proactively search out solutions to common issues in order to avoid having them become larger issues.
• Meeting quality measurements as it relates to handling calls and tickets.
• Create and maintain process and procedure documentation.
• Respond to users and follow up on open tickets in a timely manner.
• Provide excellent customer service.
• Performs other related duties as required.
• Coordinates Level I response for standard desktop applications (including Windows OS, Microsoft Office, clinical applications).
• Coordinate resources of 3rd party vendors for seamless integration into the Help Desk support process.
• Assist with P1 outage calls and help coordinate escalations to 2nd level teams and management
• Duties are two (2) weekends monthly from 0630-1830, part-time position Education
Associate in Business Accounting
Heald College-San Francisco - San Francisco, CA
October 2011 to October 2013
Associate in Computer Networking and Security
Heald College-San Francisco - San Francisco, CA
September 2009 to September 2011
Bachelor's in Applied Mathematics
Don Mariano Marcos Memorial State University, Philippines - Union, LA June 1980 to April 1984
Skills
• Active Directory
• Microsoft Windows
• Computer networking
• Network administration
• English
• TCP
• McAfee Site Administrator
• LAN
• Desktop Support
• Operating Systems
• Microsoft Exchange
• Microsoft Office
• Active Directory
• Vmware
• Mobile Devices
• Help Desk
• Windows
• SCCM
• WAN
• Software troubleshooting
• TCP
• TCP/IP
• Microsoft Windows Server
• WAN
• LAN
• Network protocols
• System Administrator
• Citrix
• Disaster Recovery
• VoIP
• VPN
• Google Suite
• Citrix
• Customer Service
• Network Administration
• DHCP
• TCP/IP
• Linux
• Microsoft Windows Server
• DHCP
• Operating systems
• Network Support
• DNS
• Information Security
• Network Firewalls
• Technical Support
• DNS
• System Admin
• Computer Networking
Military Service
Branch: Navy
Service Country: United States
Rank: E6
September 1984 to September 2004
Certifications and Licenses
CompTIA A+
June 2009 to Present
Certified Ethical Hacker (CEH)
December 2016 to December 2019
CCENT
August 2016 to August 2019
CCNA Routing and Switching
August 2016 to August 2019
Contact this candidate