Senior Desktop & Endpoint Support Specialist

RAFAELITO RALPH OGACO

American Canyon, CA *****

707-***-**** • **********@*****.***

DESKTOP SUPPORT TECHNICIAN IT SUPPORT SPECIALIST ENDPOINT SUPPORT ENGINEER SERVICE DESK ANALYST

PROFESSIONAL SUMMARY

Experienced Desktop Support Technician, IT Support Specialist, Endpoint Support Engineer, and Service Desk Analyst with 20+ years of experience supporting enterprise healthcare, technology, and physical security environments. Proven success supporting 7,000+ users and maintaining over 10,000 enterprise endpoints across multiple facilities.

Expertise includes desktop deployment, endpoint lifecycle management, workstation imaging, hardware and software troubleshooting, Active Directory, ServiceNow, Microsoft 365, VPN support, and network diagnostics. Recognized for delivering exceptional customer service and resolving complex technical issues in mission-critical environments.

KEY ACHIEVEMENTS

• Supported 7,000+ healthcare professionals and 10,000+ enterprise endpoints during an assignment supporting Kaiser Permanente.

• Developed and validated physical security technologies for Meta security initiatives.

• Supported enterprise surveillance and public address deployments throughout Asia-Pacific with Bosch.

• Led workstation refresh and migration projects involving 1,300+ desktops and 1,250+ laptops.

• Over 20 years of experience supporting enterprise IT environments. TECHNICAL SKILLS

Operating Systems: Windows 11, Windows 10

Enterprise Platforms: ServiceNow, Active Directory, Microsoft 365, VPN Technologies Endpoint Management: Desktop Imaging, PC Deployment, Laptop Configuration, Hardware Installation, Asset Management, Endpoint Lifecycle Management, Data Migration, User Profile Migration Troubleshooting: Hardware Diagnostics, Software Troubleshooting, Printer Support, Remote Support Networking: TCP/IP, DNS, DHCP, Network Connectivity Diagnostics, LAN/WAN Support CERTIFICATIONS

• Bosch PRAESENSA Public Address Technical Master Certification • Bosch DICENTIS Master Certification

• Bosch Video IP Cameras Technical Expert Certification • Bosch Video IP Recording Technical Expert Certification

• Bosch Video Analytics Technical Expert Certification • Bosch Intrusion Systems Technical Certification

• Axxon Certified Professional

SECURITY SYSTEMS EXPERTISE

• Bosch Video Systems • Bosch PRAESENSA • Bosch DICENTIS • Bosch Video Management System (BVMS)

• Genetec Security Center • C•CURE 8000/9000 • Axxon Next • DVTEL Latitude • Public Address Systems

• IP Cameras • Access Control Systems • Conference Systems PROFESSIONAL EXPERIENCE

QUALITY ASSURANCE ANALYST

Meta Fremont, CA (via TEKsystems)

March 2026 – May 2026

• Supported Meta's Global Security Systems & Technology organization by validating physical security technologies, including access control, video surveillance, and intrusion detection solutions.

• Executed hardware and software validation testing to ensure solutions were production-ready, secure, and operationally eƯective.

• Performed proof-of-concept evaluations, readiness assessments, and lab testing.

• Created technical documentation, testing procedures, and deployment recommendations.

• Collaborated with engineering and infrastructure teams supporting enterprise security initiatives. IT FIELD SUPPORT TECHNICIAN / DESKTOP SUPPORT TECHNICIAN Kaiser Permanente Vallejo, CA (via Rose International, Inc.) August 2025 – March 2026

• Provided enterprise endpoint support for 7,000+ healthcare professionals including physicians, nurses, managers, administrative staƯ, and executive leadership.

• Maintained and supported more than 10,000 desktop and laptop systems across multiple hospitals and clinics.

• Performed workstation deployment, imaging, configuration, and lifecycle management for refresh projects and new employee onboarding.

• Installed and supported clinical and enterprise applications used throughout healthcare operations.

• Diagnosed and resolved hardware, software, printer, and network connectivity issues while minimizing disruption to patient care.

• Performed secure data migrations and user profile transfers during workstation replacement initiatives.

• Supported facilities throughout Napa, Solano, San Francisco, Peninsula, East Bay, and Marin County.

• Utilized ServiceNow and enterprise asset management systems to document incidents, deployments, and service activities.

• Collaborated with infrastructure and deployment teams to support enterprise endpoint management initiatives. Environment: Windows 10/11, ServiceNow, Active Directory, Microsoft 365, VPN, DHCP, DNS, TCP/IP CCTV & PUBLIC ADDRESS TECHNICAL SUPPORT ENGINEER

Robert Bosch Inc. Taguig City, Philippines

March 2017 – May 2025

• Provided Tier 3 technical support for Bosch Video Systems, Public Address Systems, and Conference Systems.

• Delivered technical training and implementation support to customers and system integrators throughout Asia- Pacific.

• Supported large-scale enterprise security deployments and integrations with platforms including Genetec Security Center.

• Served as a regional technical expert supporting enterprise customers across multiple countries. IT / PRODUCT MANAGER – CCTV & ACCESS CONTROL

ACCESS Inc. Mandaluyong, Philippines

September 2015 – March 2017

• Managed technical support and implementation of CCTV, video management, and access control systems.

• Supported Axxon Next, DVTEL Latitude, and American Dynamics platforms.

• Diagnosed hardware, software, and networking issues while supporting customer deployments. TECHNICAL SUPPORT SUPERVISOR – CCTV / IT

Total Innovative Security Solutions (Formerly Tyco) Philippines September 2008 – August 2015

• Supervised technical support operations for enterprise CCTV and access control systems.

• Implemented and maintained C•CURE 800, 8000, and 9000 platforms.

• Supported major enterprise customers and led deployment, troubleshooting, and maintenance activities. INFORMATION TECHNOLOGY OFFICER II

Road Board Quezon City, Philippines

July 2007 – September 2008

• Supported agency-wide IT infrastructure, workstations, servers, and network systems.

• Managed maintenance, software evaluations, backups, and technical support services. IT FIELD SUPPORT SPECIALIST

Kaiser Permanente Vallejo, CA

August 2005 – June 2007

• Supported more than 6,000 users and 4,000+ workstations across five healthcare facilities.

• Performed desktop deployment, troubleshooting, migration, printer support, and network connectivity services.

• Participated in major desktop refresh, laptop migration, Lotus Notes upgrade, and printer deployment projects. Major Projects:

• Lotus Notes Upgrade (468 PCs) • Desktop Refresh Project (1,300 PCs)

• Laptop Refresh Project (250 laptops) • Enterprise Network Printer Migration Project EDUCATION

Computer Science Coursework

Trinity College of Quezon City, Philippines

High School Diploma

Angono Private High School, Rizal, Philippines

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