It Support Systems Engineer

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ZACH STRIEDEL

Performance Profile

Highly accomplished IT systems engineer with over 10 years of experience supporting enterprise environments, specializing in white glove service for C-level executives and senior leadership. Recognized for providing rapid, discreet, and high-priority technical support in mission-critical situations—resolving escalated issues with speed and precision across global operations. I am expert in Windows, macOS, Linux, Azure, O365, MDM, SCCM, VMware, and advanced security tools such as CrowdStrike and GlobalProtect. Proven ability to manage complex endpoint environments, lead IT projects, and deliver seamless AV and infrastructure support for board-level meetings, global events, and remote offices. Trusted by executive leadership—including Lucid Motors CEO Peter Rawlinson—and granted a 10-year Chinese business visa for international support. Adept at streamlining processes, documenting systems, and mentoring teams to elevate IT performance organization wide. Respected for professionalism, discretion, and the ability to anticipate and meet the evolving needs of high-profile stakeholders under 24/7 support expectations.

Core Competencies

Executive-Level IT Support Global IT Strategy, High-Level Collaboration Tools, Cross-Time

Zone Coordination, Strategic

Planning, Global IT Operations

VPN, OKTA, SSO, Zoom, Microsoft

Teams, Enterprise Resource

Planning (ERP)

Systems Administration White Glove Support, Desktop Engineering, Inventory

Management

Windows 11, Microsoft O365,

Active Directory, Exchange,

Sharepoint, Powershell

Mobile and Device Management Android, Google Workplace, Apple, Windows

MS Intune, JAMF, Autopilot, SCCM

Networking and Server Support Room Systems, Browser Security, Remote Management

Logitech, Crestron, AVer

Virtualization and Cloud P2V Migration, VMware vSphere, VMware ESX, Microsoft Hyper-V

Citrix VDI, AZURE, AWS

Cybersecurity Technical Documentation, VPN,

OKTA, SSO, Group Policy

Crowdstrike, Netskope, Global

Protect

Professional Experience

Lucid Motors Feb 2025 – June 2025

Sr. Executive IT Support Engineer Newark, CA

Led VIP and C-level executive IT support for Lucid’s leadership team, managing end-to-end technical needs including endpoint devices, mobile platforms, AV systems, and security protocols. Acted as the primary liaison for executive escalations and onsite support, delivering white-glove service and rapid resolution of complex issues. Owned and executed key IT projects, coordinated global event support, and maintained 24/7 availability for executive staff. Granted a 10-year Chinese business visa in April, reflecting Lucid’s trust in my global mobility and executive service capability.

Managed VIP IT relationships by ensuring executive users were fully satisfied with remediation outcomes and support quality.

Collaborated closely with business leaders and cross-functional IT teams to ensure all endpoint devices, mobile *********@*****.***

Ph. 415-***-****

Redwood City, CA

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hardware, peripherals, applications, and assigned technology for VIP users operated at peak performance.

Proactively reviewed, responded to, and resolved trouble tickets and impromptu tasks originating from leadership, Helpdesk, IT teams, or VIP users—providing clear documentation and communication of resolutions.

Adapted seamlessly to fast-paced, high-demand environments with shifting priorities and urgent support needs.

Researched, tested, and supported both existing and emerging endpoint technologies requested by executive stakeholders.

Delivered tailored training to VIP users and support staff on the proper use of IT equipment and applications.

Created and maintained detailed technical documentation for End User Services, Systems Engineering, and general user reference.

Provided full support for executive meetings, including AV setup and technical logistics for on-site and off-site venues.

Conducted site evaluations and performed risk assessments to ensure flawless execution of executive board meetings.

Maintained an on-site presence during normal business hours and provided 24/7 on-call support for executives, board members, and their assistants.

Owned and delivered IT projects and key initiatives for the executive support team.

Traveled regionally and globally to support executive staff, events, and technology needs.

Created PowerShell scripting to allow junior members to make single entry changes and to perform reporting. BridgeBio Jun 2024 – Oct 2024

Sr. IT Systems Engineer – External Consultant Palo Alto, CA This role supports the executive office, in-office staff, and lab team by offering specialized desktop and LAN support. As well as offering remote assistance and off site support when needed. It also encompasses the administration of various IT systems, including Azure, Office 365, Intune, Okta, and Zoom. Additionally, the position involves managing security protocols, ensuring smooth system integrations, and maintaining optimal performance of all IT resources. By continuously monitoring and updating systems, the role helps safeguard the company’s data and improve workflow efficiency. The emphasis is on proactive maintenance and troubleshooting to prevent disruptions and ensure that all employees have access to reliable, secure technology that supports their daily operations

Provide in-person, technical assistance to the C-Suite and Executive Assistant staff.

Escalate unresolvable issues and manage issues through to resolution.

Develop effective relationships and demonstrate expert-level ability to inspire trust and maintain confidentiality to support executive-level needs

Utilize a customer-first mindset and a sense of urgency to provide varying levels of technical assistance to the executive team as a component of managing service requests

Be the point of escalation for any elevated support issues for the executive team and in office personnel, including both onsite and residential support when needed

Work with appropriate stakeholders to drive resolution for escalated Service requests

Identify, promote, and execute service, process, and technology improvements

Provide data-driven advice to IT service owners and leads when it comes to regional business trends and needs

Provide IT support for meetings and events.

Ensure service desk tickets are appropriately managed.

Identify trends in support requests and opportunities for improvement education or training

Maintain Mac OS operating systems across various hardware models, ensuring a smooth user experience.

Implement and maintain security protocols on Mac and Windows systems with security policies.

Configure and troubleshoot network settings on Mac and Windows systems, ensuring proper integration and file sharing setup.

FreshWorks Inc. Jan 2022 – Apr 2024

Sr. Systems Engineer – Executive Support San Mateo, CA This position acts as a resource for executive office and employees providing advanced desktop and LAN support and assistance. Also, administration of the IT systems such as Azure AD, Google Workspace, MS Authenticator, Office 365, SSO, JAMF, and Zoom. Implemented an automated routine push browser update to all company owned devices. Ensured all pg. 3

internal employees were operating on the most up to date secure version of chrome browser, reducing the risk of browser- based attacks and enhancing overall cybersecurity in a global environment.

White glove service for Executive team and senior leadership

Implementation of Microsoft VDI on Azure to provide secure access for offshore employees working on personal hardware

Field service ticket to complete policy change or update.

Administering SSO group policy and User Application group policy.

JAMF admin configuring policy to be deployed or deploying policy for Mac users.

Creating MS autopilot routine and application policy

Manage local network infrastructure.

Work with global IT team in a “follow the sun” support model.

General IT related tasks including onboarding of new hires, diagnosing and repairing end-user IT devices, and general IT ticket management.

Inventory and maintain IT asset data (serial numbers, software keys, locations, etc.)

Shipping, recycling, and disposal of computers, peripherals

Assist in the management of hosted IT applications (Google Apps, intranet, etc.)

Evaluate and recommend information technologies and applications and project management.

White glove service for C Suite or senior leadership

Point of escalation for all office IT matters

Legal backups and data recovery

Use monitoring tools to track the health and performance of Linux systems.

Configure and troubleshoot network settings, including IP address management and DNS configurations in Linux environments. Install, configure, and maintain Linux-based systems and servers to ensure optimal performance and availability of business-critical applications.

Provide advanced troubleshooting and technical support for Linux-based workstations and servers, addressing both hardware and software issues.

Maintain Mac OS operating systems across various hardware models, ensuring a smooth user experience.

Implement and maintain security protocols on Mac and Windows systems with security policies.

Configure and troubleshoot network settings on Mac and Windows systems, ensuring proper integration and file sharing setup.

Ascendis Pharma Aug 2021 – Jan 2022

Senior IT Specialist - Consultant Redwood Shores, CA This position is an onsite IT Specialist consultant role that interfaces with internal IT and their worldwide MSP to collaborate with all global sites and backup laboratory technician. Short term Contract role

Provide onsite Deskside Support to Executives and Senior Level Managers

Systematically resolve issues related to workstations and laptops.

Manage and resolve workstation/laptop security issues i.e., virus, spam etc.

Directly interface with Executives daily

Document issues/problems.

Work closely with software engineers to resolve issues.

Point of escalation for all office IT matters

Legal backups and data recovery

Use monitoring tools to track the health and performance of Linux systems.

Configure and troubleshoot network settings, including IP address management, DNS configurations Electronic Arts (EA) Aug 2020 – Aug 2021

Sr. Support Specialist - Contractor Redwood Shores, CA This position acts as a resource for executive office and employees providing advanced desktop and LAN support and assistance. During the COVID-19 pandemic my role was an essential worker and in office.

Executive Support and escalation team. Responsible for board meetings, configurations and conferencing.

On a regular and ongoing basis, installs, configures, administers, and troubleshoots all classes of IT devices, printers, laptops, desktops, workstations and servers, maintaining a high level of IT Desktop customer satisfaction among IT users.

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Strong understanding of PC client workstation hardware, operating systems, applications, printers, mobile devices, networking, Mac and Mac specific software, and Mac imaging.

Strong application troubleshooting skills

Provisioning of enterprise equipment with user administrative tools including Active Directory, SCCM, JAMF Casper Suite/JAMF Pro, Windows Server 2012/2016.

Office 365 administration also Teams, Sharepoint/Onedrive

Advanced Knowledge and understanding of video conferencing equipment and usage.

Ability to clearly document processes with the intent to shift to desktop support teams and/or the Global Service Desk.

Understanding of basic network protocols including TCP/IP, UDP, DNS, DHCP, SMTP, SNMP, HTTP, HTTPS, as well as network hardware.

Able to provide desktop support to VP and C level executives. Both locally and in a remote environment. WageWorks, Inc March 2017 – May 2020

Sr. Desktop Support Engineer; System Engineer San Mateo, CA This position acts as a resource for the executive branch office and employees providing advanced desktop and LAN support and assistance. This includes responsibility for managing desktop and LAN environments across Company network applications, and multiple IT facilities. Remote & on-site customer support including wireless LAN access, VPN, DSL, and Cable services.

Managed a Citrix-based virtual environment, while vSphere servers handled on-premises storage and network needs

Migrate over 1,200 nationwide users—mostly remote—from on-prem Exchange to Office 365 cloud

Executive Support and escalation team. Responsible for board meetings, configurations and conferencing.

On a regular and ongoing basis, installs, configures, administers, and troubleshoots all classes of IT devices, printers, laptops, desktops, workstations and servers, maintaining a high level of IT Desktop customer satisfaction among IT users.

Maintains and administers corporate infrastructure and services including but not limited to backups, file serving, corporate mail, security and anti-virus protection.

Under the direction of the Desktop Support Manager, administers an industry standard Desktop Service Level Agreement (SLA) with the objective of achieving a high level of IT Desktop customer satisfaction among IT users. Monitors and collects operational metrics and provides performance reports for management’s review.

Assists the Desktop Services Manager with the development and maintenance of documentation on Desktop security policies, procedures and standard configurations. Audits Desktop security practices on an ongoing basis to mitigate risks.

Provides technical support for corporate security initiatives such as intrusion detection, virus and malicious code protection, operating systems (Windows, Linux), networking, MS exchange and firewall administration. Monitors for security issues and coordinates the response to security incidents, including detection, repair, future prevention and communication.

Provides support for the general environment including systems administration, coordination of new releases, managing systems, network and firewall administration with team members.

As an internal expert, provides guidance and consultation for desktop/systems/LAN related questions from users, developers, and managers in different areas to develop and implement strategies to meet business needs.

Services as a primary resource for less experienced desktop engineers and consultants to respond to and answer questions, provide training and growth opportunities, and provide incidental direction as appropriate.

Works closely with the purchasing and finance departments and vendors to procure hardware equipment and software for new hires and existing users as necessary. Follows standard operating procurement processes set forth.

Maintains awareness and currency with recent trends and technologies within desktop and LAN administration. This may involve participation with and maintenance of memberships with professional work groups; attending trainings, seminars, and business-related conferences; pursuing continuing education; and interfacing with peers. MicroMenders Inc. March 2016 – March 2017

Primary Field Engineer San Francisco, CA

My role for this Managed Service Provider was to provide top tier IT support to a variety of clients in the Bay Area. All my client assignments were in Private Equity, Wealth Management, or the Venture Capital sector, including working with New Enterprise Associates, McFarlane Partners, Spruce Financial, and many more. These duties included but were not limited to:

Executed Physical to Virtual (P2V) upgrades, helping clients move from aging server hardware to virtual platforms on pg. 5

VMware, Horizon, and vSphere,

Executive White Glove Support

Rack and cable servers, install operating systems and manage updates on servers; and

Maintains, analyzes, troubleshoots, upgrades, replaces and repairs computer systems hardware and computer peripherals.

Produce required documentation of processes and configurations.

Project work - discovery, planning and implementation of software, hardware and network upgrades.

Troubleshoot networking and other user connection issue and provide solutions for upgrades or network expansions.

Serve as the first point of contact for customers needing technical assistance over the phone, by email, or in- person.

Support daily operations on site and remotely; perform IT work at clients’ homes as needed.

Build and maintain trust and rapport with clients.

Translate complex technical solutions to end users and decision makers.

Available to be on call to respond to clients’ requests for support or issues with the clients’ infrastructure.

Identify and suggest possible improvements to client and company procedures. Woods Bagot Architects March 2014 – January 2016

Regional IT Coordinator – North America San Francisco, CA The job's responsibilities and accountabilities are to perform top tier technical support to clients via onsite visits and remote technology These duties include but are not limited to:

Deploy, monitor, maintain, develop, upgrade and support of all IT systems, including telecommunications, servers, PCs, operating systems, hardware, software, peripherals and Office Automation equipment in line with global standards. Asset tracking/management.

Respond to internal user and helpdesk requests for technical assistance in person, via phone and electronically.

Diagnose and resolve technical hardware and software issues using available information resources and advise user on corrective actions, as appropriate.

Rack and cable servers, install operating systems and manage updates on servers; and

Track and manage IT equipment (ie laptops, memory, monitors, phones, etc);

Identify and escalate situations requiring urgent attention; and

Perform project work as needed.

Preform budget analysis and develop strategies for business systems upgrades. Education

Remington College of Houston, TX March 2006

A.A.S. in Computer Networking Systems Technology

Other Experience

United States Marine Corps 2006

San Diego, CA

Valedictorian of Graduating Class 2000

Evins Regional – Edinburg, TX

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