San Diego, California, United States
Solutions-driven IT Professional with 10+ years’ experience providing client-focused technical support and troubleshooting complex hardware and software issues, for 10,000+ end-users. Experienced with Microsoft Windows and Windows Server Operating Systems. Has a familiarity with VMware vSphere client and CentOS Linux environments. Highly adept in systems analysis and diagnostics, troubleshooting, and application conflict resolution.
- Able to demonstrate leadership skills and take ownership of customer issues reported and provide escalation as deemed appropriate to ensure management awareness of severe problems or calls that are exceeding documented target resolution times - Strong computer skills needed to research, diagnose, troubleshoot, and identify solutions to customer issues. - Willingness to comply with standard procedures for proper handoff of unresolvable issues to the appropriate internal teams in order to maximize customer satisfaction. - Commitment to documenting knowledge in the form of knowledge base tech notes and articles. - Exceptional customer service skills and excellent communication skills to provide prompt and accurate feedback to customers in a professional manner. - Assists with the installation, configuration, and ongoing usability of desktop computers, laptops, peripheral equipment, and software within established standards and guidelines. - Follows all IT standard processes and procedures along with monitoring license compliance. - Perform remote troubleshooting through diagnostic techniques and pertinent questions. - Logs all customer requests and updates calls utilizing the designated call handling and tracking system. - Provides Helpdesk, Deskside and Walkup hardware and software support as needed. - Provides support of 7/24 Global Support process by serving as tier 1 first point of contact and owner of problem/incident. - Provides general knowledge of all Customer standard products as defined per engagement. - Participates in Support meetings for process and computing support improvement. - Other duties as assigned. - Job description subject to change at any time.
- Able to demonstrate leadership skills and take ownership of customer issues reported and provide escalation as deemed appropriate to ensure management awareness of severe problems or calls that are exceeding documented target resolution times - Strong computer skills needed to research, diagnose, troubleshoot, and identify solutions to customer issues. - Willingness to comply with standard procedures for proper handoff of unresolvable issues to the appropriate internal teams in order to maximize customer satisfaction. - Commitment to documenting knowledge in the form of knowledge base tech notes and articles. - Exceptional customer service skills and excellent communication skills to provide prompt and accurate feedback to customers in a professional manner. - Assists with the installation, configuration, and ongoing usability of desktop computers, laptops, peripheral equipment, and software within established standards and guidelines. - Follows all IT standard processes and procedures along with monitoring license compliance. - Perform remote troubleshooting through diagnostic techniques and pertinent questions. - Logs all customer requests and updates calls utilizing the designated call handling and tracking system. - Provides Helpdesk, Deskside and Walkup hardware and software support as needed. - Provides support of 7/24 Global Support process by serving as tier 1 first point of contact and owner of problem/incident. - Provides general knowledge of all Customer standard products as defined per engagement. - Participates in Support meetings for process and computing support improvement. - Other duties as assigned. - Job description subject to change at any time.
- Monitors system performance, performs preventative maintenance, and troubleshoots issues within multiple server environments (Windows Server 2016, 2019, and 2022). - Performs vendor provided software installations, configurations, and testing within server environments. - Plans and coordinates with end-users to implement software patches and updates to servers hosting vendor software. - Utilizes VMware vSphere Client to manage back-up and restores and troubleshoot issues with server environments. - Utilizes Citrix X Director to monitor performance and troubleshoot virtual machines (VMs) hosted in the Virtual Desktop Infrastructure (VDI). - Familiar with deploying binaries, creating directories, and editing files within CentOS 7 Linux environments. - Collaborates with senior level Systems Administrators and Software Engineers to resolve issues beyond my knowledge. - Collaborates with suppliers and vendors to troubleshoot unforeseen issues with provided software. - Performs software installation, configuration, and preventative maintenance on end-user hardware. - Maintains inventory of hardware and licensed software. - Develops and maintains processes and work instructions to assist in resolving moderately complex technical problems. - Utilizes analytical, verbal, and written communication skills to accurately document, report, and present findings.
- Performed installations and configurations of multiple operating systems (Red Hat Enterprise Linux and Microsoft Windows OS), on personal computers across multiple network environments. - Provided troubleshooting efforts across multiple operating systems (Red Hat Enterprise Linux and Windows OS). - Collaborated with other IT Personnel (System Administrators, Network Administrators, and Web/Application Developers) to ensure that escalated issues can be resolved in a timely manner. - Provided hardware and software support across multiple networks (classified, private, and regular). - Collaborated with vendors to resolve hardware and software issues. - Installed, repaired, and performed preventive maintenance on computers and peripheral devices. - Performed routine diagnosis on failed equipment and coordinates repairs for equipment under warranty. - Maintained current knowledge of technological advancements in the computer support field.
- Utilized Metalogix Content Matrix tool to backup databases from SharePoint 2010 and migrate them to SharePoint 2013. - Proficient in SharePoint Designer 2010/2013 to modify pages for internal departments. - Coordinated and lead the Change Advisory Board on a biweekly schedule, routinely. - Coordinated and deployed SAP releases to ensure there were no conflicts with windows of deployment for other applications in the environment. - Developed a training curriculum for a newly implemented change management tool. - Performed yearly audits against multiple Change Management SOX controls.
- Created and managed user accounts using NetIQ Directory Resource Administrator, Microsoft SharePoint/Exchange 2010, and Cisco Call Manager/Unity Voicemail. - Provided users with permissions to work sites through Microsoft SharePoint 2010/2013. - Troubleshot minor issues that users experienced within company SharePoint sites. - Collaborated with other IT Personnel (System Administrators and IT Application Developers) to ensure that issues beyond the Service Desk were resolved in a timely manner. - Provided IT system support to 11 branches and roughly 2,500 employees worldwide. - Utilized LogMeIn to support and trouble shoot users remotely. - Imaged laptops and desktops with Microsoft Windows XP and Microsoft Windows 7, using Altiris and Microsoft System Configuration Console Manager. - Configured/Setup and disassembled workstations for on-boarding, existing, and off-boarding users. - Troubleshot all hardware and software issues. - Repaired all IT assets or determined if warranty repair was needed.