United States
Experienced Support Associate with a demonstrated history of working in the government administration industry. Skilled in Microsoft Word, Communication, Teamwork, and Microsoft Excel. Strong support professional with a Associate of Science focused in Computer Networking and Information Technology from City College of San Francisco.
● Resolved user issues, on-site and remotely, with remote tools including Tactical RMM and ScreenConnect ● Administered accounts for onboarding in Active Directory, Google Workspace, and Office 365 ● Maintained clients’ servers and backups monthly to ensure consistent operation ● Migrated users from end of life workstations to new workstations ● Coordinated with vendors for hardware, software, and RMA related issues ● Created and updated documentation for knowledge sharing among colleagues
● Provided on-site support for the main/parcel processing hub in San Francisco and post office stations within San Francisco ● Used ServiceNow to track tickets for user/data migrations, troubleshooting laptops, computers, printers, phones, network connection, and Office 365 issues ● Managed hardware assets through Asset Inventory Management Systems (AIMS), Active Directory (AD), and e969 Electronics Recycling ● Troubleshoot and resolved hardware and software issues with workstations ● Migrated over 40 users and retired end of life workstations ● Re-imaged over 100 workstations with the latest version of Windows ● Acted as the point of contact between postal stations and telecom providers to resolve network and telephony issues quickly to reduce downtime ● Tested and fixed network continuity between office and switch/patch panel to ensure end user has internet service
● Processed thousands of parcels daily by machine and dispatch to the next destination ● Worked with dock personnel to receive and dispatch over 70 daily scheduled mail shipments ● Continuously practiced safe equipment usage and lifting techniques to reduce strain and increase productivity
● Coordinated with a team of 7 to pack, and unpack office equipment at client locations ● Produced documentation for each desk setup and arrangement for an efficient pack and unpack process
● Worked alongside a like-minded team of 6 with the goal of bridging the technological divide to under-served communities in Oakland by providing refurbished laptops and desktops for free or at a low cost ● Refurbished and reconditioned laptops, desktops, and monitors that were retired from other companies back to working order ● Increased efficiency in the refurbishing process by sorting and labeling computer components on the warehouse shelves
● Coordinated weekly with a team of 3 to manual test and validate the in-house software’s user acceptance criteria for seamless deployment ● Triaged 30 to 40 developers’ action items with JIRA ● Prepared project performance metrics to Excel for the team to track progress ● Recorded QA test results on Confluence and Excel for team visibility and access ● On-boarded new hires and share functional knowledge of applications
● Track developers' story points in JIRA bi-weekly to produce metrics for work completed ● Test the acceptance criteria of 2-3 stories weekly in order to validate that the criteria is met and report findings to the team