Desktop Support A Team

David E. Ward

*********@*****.*** 323-***-**** Torrance, CA

SKILLS

Software: Active Directory, Office 365, Outlook, Microsoft Teams, Zoom Network Protocols/Analyzers: OSPF, DHCP, DNS, TCP/IP, 802.1x, IPsec, Fluke, WireShark Platforms: Windows 7 and above, macOS(Personal use only), iOS Cloud computing: Microsoft Azure

Virtualization platforms: VMWare & Microsoft Hyper-V WORK EXPERIENCE

System Administrator/IT Helpdesk/Desktop Support April 2016 – November 2024

Commercial Bank of California (formerly National Bank of California) Los Angeles, CA

Supported IT infrastructure and Application systems for a regional bank with multiple branches across California and a team of 125+ employees.

Performed installation, troubleshooting, and maintenance tasks for networked components, workstations, printers, laptops, and mobile devices.

Implemented ManageEngine as an enterprise solution for ticketing, asset management, user setup, and remote assistance.

Collaborated with network engineers to design and implement an in-house Citrix environment and XenMobile MDM, saving the company over $100,000 annually by transitioning from a managed service provider.

Modernized telephony and web conferencing systems by migrating VoIP phone systems and Lifesize video conferencing to Microsoft Teams-based solutions.

Developed documentation, knowledge base articles, and technical guides for end-users, improving company- wide technical aptitude and reducing support requests.

Managed Active Directory-User Accounts, Onboarding and boarding users, unlocking and resetting user passwords, Group Policy Objects, and Print Management.

Migrated the in-house LifeSize video conferencing system to the cloud hosted version. IT Systems Analyst/IT Helpdesk/Desktop Support

October 2006 – April 2016

National Bank of California Los Angeles, CA

Provided helpdesk and Tier-1 & Tier-II user support for enterprise applications and IT endpoints.

Managed a user base of 75 employees in Active Directory and Microsoft Exchange.

Led the setup of new branches, including working with vendors to configure MPLS circuits, network cabling, phones, and video conferencing systems.

Managed vendor relationships for network services, phone systems, data backups, and file recovery.

Upgraded phone system by partnering with a consultant to transition from an analog Avaya system to an in- house Cisco VoIP solution.

Coordinated with internal auditors and OCC Examiners during full Safety and Soundness exams, providing materials related to business continuity plans, penetration testing, social engineering tests, and Active Directory reports.

Fixed failing Exchange server by initially configuring a external hard drive and moving the mail stores to that drive to free up hard drive space on the Exchange server. Then worked with EMC to connect a 13TB fiber channel SAN and connect it to the Exchange Server and move the mail stores to that to replace the USB hard drive.

Implemented an Avamar back-up system with a primary and DR back-up site to replace a Back-Up Exec environment

Implemented and configured an in-house LifeSize video conferencing system for all locations.

Implemented, configured, and instituted a process for the physical security door access control and security camera systems for all locations

EDUCATION/CERTIFICATIONS

A+ Certification, Gates College

MCP Certification, Gates College

BAS/EET, IT Technical Institute

Network+, Online CompTia website – In process

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