Senior Technical Support & Release Trainer
Resume:
Eduardo Mancia Technical Professional
**** ** ***** ***, *******, City, OR 97367
********@*****.***
Professional Summary
Experienced Technical Support Professional with 25 years of expertise focused on customer satisfaction and technical excellence. Skilled in communication, troubleshooting, and process optimization. Highly adaptable, detail-oriented, and thrives in fast-paced, deadline-driven environments.
Technical Skills
• System Administration: Windows 10-11, Windows Server 2012–2022, Mac OS X, Active Directory, Group Policy, SCCM, Intune
• Cloud & DevOps: AWS (EC2, S3, IAM), Azure AD, Docker, Git/GitHub, CI/CD (Jenkins, GitHub Actions)
• Scripting & Automation: PowerShell, Python, Bash, INNO Setup Compiler
• Database Management: MS SQL Server 2012–2022, Oracle DB 19c, FirebirdDB
• Networking & Security: CompTIA Security+, Network+, A+; VPN, 2FA, Okta, Zero Trust Principles
• Tools & Platforms: Jira, Confluence, ServiceNow, Salesforce, SugarCRM, SharePoint, SmartSheets, Box, Amazon WorkSpaces, Slack, Microsoft Teams
• Web & Markup: HTML, XML
• Version Control & Testing: Git, Tortoise SVN, Software Testing, Troubleshooting
• Other: Asset Management, Documentation, Process Development Certifications
• CompTIA Security+ (Dec 2022 – Dec 2025) — Verification: QSY5HTETDNF41YC5
• CompTIA Network+ (Nov 2020 – Dec 2025) — Verification: N87DXWVHRCR418G8
• CompTIA A+ (Oct 2013 – Dec 2025) — Verification: 99WQ827K7DBE5F1Y Professional Experience
WideOrbit LLC — Senior Release Engineer Trainer and Administrator San Francisco, CA Aug 2012 – Apr 2024
• Designed training program for Release Engineers, improving upgrade efficiency.
• Automated upgrade procedures via PowerShell, reducing deployment times.
• Supported upgrades across on-prem, cloud, VMs, and AWS environments.
• Centralized asset management for 13-person team, optimizing hardware lifecycle.
• Developed and maintained documentation library for operational consistency.
• Resolved technical issues in line with SLA requirements. WideOrbit LLC — Release Engineer
San Francisco, CA Jun 2008 – Aug 2012
• Co-founded the Release Engineering Department and defined initial standards.
• Managed software/database upgrades across 6 products.
• Authored documentation (checklists, procedures) to ensure consistency.
• Scheduled upgrades, administered servers and databases, mentored new engineers.
• Tools used: Outlook, Salesforce, MS Nexus, Jira, Confluence. Genentech — Project Coordinator, Deployment Lead & Technician (via Mindsource & cyberCSI)
South San Francisco & Vacaville, CA Aug 2004 – Jun 2008
• Led hardware refreshes and deployments for 9,000+ users across 40+ buildings.
• Supervised and trained teams of up to 11 technicians across multiple campuses.
• Standardized installation and decommissioning protocols for hardware lifecycle.
• Managed asset tracking, inventory control, procurement coordination, and scheduling.
• Supported A/V systems and ensured SOP compliance and user satisfaction.
• Collaborated with Level 3 support and project managers to refine documentation and rollout strategies.
• Managed Zendesk and other ticketing systems, meeting all SLA targets. TechTV — Technical Analyst - Desktop Support
San Francisco, CA May 2000 – Nov 2001
• Provided desktop support for 50+ Windows and Mac users.
• Supported broadcast graphics systems and non-linear video editing tools.
• Performed hardware/software upgrades and TCP/IP connectivity troubleshooting.
• Delivered phone support for traveling and remote personnel. Kforce — Desktop Services Technician
San Francisco, CA Dec 2001 – Jun 2002
• Participated in company-wide Windows migration and desktop refresh projects.
• Installed and configured workstations resolved connectivity and application issues.
• Supported remote web integration projects for synchronized presentations. Photoworks — Photo/Digital Printer Operator
San Francisco, CA Jun 2002 – Feb 2004
• Operated Noritsu digital photo printing equipment and handled C-41/B&W processing.
• Restored and digitized images using Adobe Photoshop.
• Digitized analog media to CD/DVD.
Snap-NBCi — Client Services Support Technician
San Francisco, CA Jun 1999 – May 2000
• Provided phone and email tech support for web users.
• Coordinated with IT and online teams to resolve technical issues. CPI Corp / Fox Photo — Quality Assurance Technician & Store Manager San Francisco & Alameda, CA May 1994 – Jan 1999
• Trained photo lab techs and maintained technical standards across 30+ stores.
• Managed store operations, surpassed sales goals by 37%, and ensured product quality.
• Resolved technical issues with photo processing machines, chemistry and quality.
• Led OSHA safety and chemical handling training across the district. Interim Personnel — Administrative Assistant
San Francisco, CA Feb 1999 – Jun 1999
• Provided executive-level support, scheduling, document preparation, communications and projects.
Education
Heald College School of Technology and Business, San Francisco, CA
• Associate of Applied Science, Computer Networking — Jan 2000 – Jun 2000
• Associate of Applied Science, Information Technology — Feb 1998 – Jan 2000 Additional Strengths
• Technical Support & Troubleshooting
• Release Management & Deployment Automation
• Software Testing & Quality Assurance
• Team Collaboration & Mentorship
• Documentation & Knowledge Transfer
• Customer Satisfaction & SLA Compliance
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