Experience

ScaleMatrix

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Tier-3 IT Support Analyst/Compliance Coordinator

  • Apr 2019 - Present

  Primary escalation point for technology issues that are unable to be resolved by Tier-1 and Tier-2 support staff. Responsible for advanced trouble-shooting of supported services Provide training to Tier-1 and Tier-2 Support Technicians Provide ‘on-site’ support, as needed or required Responsible for escalating issues that are unable to be resolved by Tier-3 to the appropriate Technology Engineer. Act as a backup for Tier-2 Support Technicians Documenting interactions in ScalePanel Client Portal Documenting support-related processes and procedures (SOP) Maintaining Service Level Agreements (SLA) on tickets in the ScalePanel Accurately documenting and classifying client requests and incidents Establishing and maintaining our Matrix TotalCare relationship with clients, vendors and internal departments Providing courteous and professional communication with clients and internal departments Insuring Matrix TotalCare support standards are followed from beginning-to-end of each client and internal department interaction Perform daily shift-driven tasks assigned by the Manager of Technology Support Provide coverage, as needed, for the SOC Tier-1 & Tier-2 Teams SOC2 Audit, Client Questionnaires and gather data. Show less



Genoptix, Inc. / Novartis

• Carlsbad, CA

• Sr User Support Analyst

  • Jun 2017 - Jan 2018

  User support to all of Genoptix/Novartis employee and consultants. Active Directory/Exchange. Image laptops for new users as well as setting up accounts for all applications. Making requests of new devices, computers, phones, cell. VPN, RDP, Webex, ServiceNow. User support to all of Genoptix/Novartis employee and consultants. Active Directory/Exchange. Image laptops for new users as well as setting up accounts for all applications. Making requests of new devices, computers, phones, cell. VPN, RDP, Webex, ServiceNow.



Advantage Technical

• United States
• Staffing and Recruiting
• 500 - 600 Employee

• HP MFP Installation Technician/Migration Technician - Part Time

  • Nov 2015 - Jun 2017

  HP - •Installing printers at various locations in San Diego, CA. •Removing old printers/faxes and setting up new HP printers. LaserJet M725z MFP, HP Office jet Pro X476dw, HP Color LJ Flow MFP M880z with HP LaserJet Stapler/Stacker. •Training staff on how to use new equipment. Nortek - Domain/MS Office 365 Migration UPS - Windows 7 upgrade. HP - •Installing printers at various locations in San Diego, CA. •Removing old printers/faxes and setting up new HP printers. LaserJet M725z MFP, HP Office jet Pro X476dw, HP Color LJ Flow MFP M880z with HP LaserJet Stapler/Stacker. •Training staff on how to use new equipment. Nortek - Domain/MS Office 365 Migration UPS - Windows 7 upgrade.



Jack in the Box

• United States
• Restaurants
• 700 & Above Employee

• Next Generation Network Coordinator

  • May 2015 - Sep 2015

  Coordinating with technician to scheduled restaurants for new network upgrade. Pre-test before installation of push. Walking technician thru setting up the new equipment and removing old. Verifying that works with DSL connection and off using VSAT. Calling Franchisee's on choices they are making for leasing or purchasing new network connections. Tools using: Bomgar, Excel, command prompt, ping, Jibmond ping. Sending out emails of scheduled install, changes with install. Coordinating with technician to scheduled restaurants for new network upgrade. Pre-test before installation of push. Walking technician thru setting up the new equipment and removing old. Verifying that works with DSL connection and off using VSAT. Calling Franchisee's on choices they are making for leasing or purchasing new network connections. Tools using: Bomgar, Excel, command prompt, ping, Jibmond ping. Sending out emails of scheduled install, changes with install.



Hewlett Packard Enterprise

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• HP MFP Printer Installation Technician – Part-time

  • Feb 2015 - May 2015

  •Installing printers at various locations in San Diego, CA. •Removing old printers/faxes and setting up new HP printers. LaserJet M725z MFP, HP Office jet Pro X476dw, HP Color LJ Flow MFP M880z with HP LaserJet Stapler/Stacker. •Training staff on how to use new equipment. •Installing printers at various locations in San Diego, CA. •Removing old printers/faxes and setting up new HP printers. LaserJet M725z MFP, HP Office jet Pro X476dw, HP Color LJ Flow MFP M880z with HP LaserJet Stapler/Stacker. •Training staff on how to use new equipment.



Intuit

• United States
• Software Development
• 700 & Above Employee

• Sr. Applications Support Analyst

  • Dec 2013 - Aug 2014

  •Provided internal application and systems support for Intuit's flagship products, TurboTax Online, eFile & Print services. •Analysis/triage of issues, workflow management, system/application administration, and communicated with both internal Consumer Tax product development teams and IRS/state agencies. •Demonstrated strong communication skills, technical expertise with core IT technology (Networking, Hardware, and Software), and SQL. •Worked with enterprise technologies team, in a production environment. •Responded to application and system level monitoring, and escalating incidents. Using OPS monitors providing Tax Operations with a large public view for constant monitoring – OI (Electronic Filing Engine Operator Interface) displaying services and tasks for both Tax and Payroll systems traffic. Used Wily Introscope WebView displaying user response time and application performance. Spectrum OneClick displays hardware monitoring. Show less



Cox Communications

• United States
• Telecommunications
• 700 & Above Employee

• Customer Care Representative

  • Sep 2013 - Nov 2013

  Took calls from the general public, assisting them with issue pertaining to internet connections. This included troubleshooting the callers issues from hardware, software, network, wifi and email. Issued trouble calls when needed, and assure user of world class customer service. Took calls from the general public, assisting them with issue pertaining to internet connections. This included troubleshooting the callers issues from hardware, software, network, wifi and email. Issued trouble calls when needed, and assure user of world class customer service.



CareFusion

• United States
• Medical Equipment Manufacturing
• 700 & Above Employee

• Computer Operator III

  • Nov 2011 - Nov 2011

  Input SAP Batch jobs for implementation of Rosewood Software. Created excel spreadsheets of jobs that would be moved to production. Input SAP Batch jobs for implementation of Rosewood Software. Created excel spreadsheets of jobs that would be moved to production.



Cobham Defense Electronic Systems

• Greater San Diego Area

• Help Desk Analyst III

  • Aug 2011 - Nov 2011



Independent Contractor

• Self Employed - Computer Specialist/ebay store

  • Nov 2010 - Aug 2011

  eBay selling Collectibles and Vintage household items. Also in progress of obtaining MCSA Certification. Installed and updated windows environment to Vista, Windows 7. Setting up windows based computers and peripherals-printers, scanners, routers. Setup WIFI for additional PC’s including laptops, and printers. eBay selling Collectibles and Vintage household items. Also in progress of obtaining MCSA Certification. Installed and updated windows environment to Vista, Windows 7. Setting up windows based computers and peripherals-printers, scanners, routers. Setup WIFI for additional PC’s including laptops, and printers.



SAIC

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Computer Operator II

  • Oct 2009 - Nov 2010

  Working for SAIC as a consultant in the Computer Operator II position. I work in the OSC Data Center on the IBM, VAX, Unix systems. I am using TSO/MVS/ tivoli, tidel, outlook, remedy, security systems. Working for SAIC as a consultant in the Computer Operator II position. I work in the OSC Data Center on the IBM, VAX, Unix systems. I am using TSO/MVS/ tivoli, tidel, outlook, remedy, security systems.



Potentially Yours

• Owner

  • Apr 2007 - Oct 2009

  eBay selling Collectibles and Vintage household items. Also in progress of obtaining MCSA Certification. eBay selling Collectibles and Vintage household items. Also in progress of obtaining MCSA Certification.



Fidelity Hansen Quality LLC

• System Analyst/Hardware/Technical Support

  • Apr 2006 - Apr 2007

  •Handled incoming calls/emails to the help desk from users, as Lead I assign tickets to technicians as needed. Resolved more complex issues that technician or help desk coworkers could not resolve. •Maintain Accounts in Active Directory, Exchange, StorageX, Administrative Tools, HOPS, HAMS, FNF. •Handle hardware issues which include printers, laptops, desktops, routers, peripherals. •Working within Citrix Client, and assisting users with their functionality in HOPS; a home grown application used for Appraisal evaluations. •Reset processes on servers as alerts fire off, or contact engineering of issues. •Work in Windows XP, Office 2003, Outlook 2003, Ghost 3.1a, WSUS, Administrative tools, Hyena, VNC, VOIP, VMWare, Citrix ICA Client, and Management Console, managing desktop policies with GPO’s. •Responsible for asset inventory of all desktops, laptops, monitors/flat screens, printers, routers, EVO Cards. •On call for server alerts, application processes, phone, faxing issues every 6 weeks. •Communicated with technicians on status of tickets, insure completed in a timely manner, and customers were satisfied. Show less



Callaway Golf

• United States
• Sporting Goods Manufacturing
• 700 & Above Employee

• Help Desk Analyst/Administrator

  • Nov 2005 - May 2006

  •Resolved issues through calls to the Help Desk, Help Desk E-mails, Help Desk queue in Remedy. •Spawn tickets in Remedy to appropriate queue or technician. •Resolved Outlook, VPN, RAS, SAP, MS Office, Project, Visio, Adobe Acrobat, MS Access, IE, UNIX issues. •Created training material for Remedy users on Add/Transfer/Delete/Move Employee and purchasing. Will be giving training in near future to Key Users in Remedy. •Assigned work to AVAYA twice weekly visits for IMAC. Purchased cell phones for employee needs. •Update remedy with employee, asset IMAC, cost center changes, phone changes. Show less



AT&T

• United States
• Telecommunications
• 700 & Above Employee

• Communications Specialist Manager

  • Jul 2003 - Nov 2005

  •Resolve Rate of 95% as Tier 1-3 specialist of 20 Analyst. Average 15-40 calls per day. •Supported Software/Hardware under Win2K/XP environment MS Office 2000/XP, Outlook, VPN, RAS, MSIE, Legacy applications developed by the phone company. •Password reset, lockouts, enables accounts through Active Directory, Securid Cards. •Server issues, ping, tracerts, send to appropriate areas for support. •Training workshops create tutorials for self-help website. •Created Knowledge Base articles for our Help desk Reference. •Maintained 100% knowledge/courtesy Satisfaction Customer Surveys. •Numerous emails for personal Kudos from customers I supported. Show less



Advanced Solutions, a DXC Technology Company

• Canada
• IT Services and IT Consulting
• 200 - 300 Employee

• Helpdesk Analyst

  • Nov 2002 - May 2003

  •Resolved issues as Tier 1 in a team of 150+ Analyst. Average 15-30 calls per day. •Help Desk Support to 75K+ users to Naval Bases in the United States. •Supported Software/Hardware which includes training and assistance in troubleshooting: Windows 2K, MS Office, Outlook, CITRIX, RAS, Netscape, IE, Legacy application developed by the Navy. •Active Directory Administration for 1000+ servers on password changes, lockouts, enable accounts, ping IP addresses and connectivity of systems. •Perform customer callbacks to ensure customer satisfaction. Monitor the status of Urgent outages in the Knowledge Base and respond as needed. Do research to solve problems and improve service. •The other percentage of calls were warm transferred to Tier 2 as necessary, Creating and issuing a ticket for a technician to visit the site. •Assisted on special project for relating assets This enabled NMCI to get paid for these tickets that would otherwise be accountable and not paid to EDS. Show less



CSC

• United States
• Information Technology & Services
• 700 & Above Employee

• Deployment Technician/Asset Tracking/War Room Facilitator/Data Analyst

  • May 2002 - Oct 2002

  •Created databases in MS ACCESS for tracking of all current assets, user information for deployment of upgraded hard drives or new Dell PC’s for the County of San Diego Superior Courts. •Tracking asset hard drive serial numbers for upload to Dell website for warranty. •Created Cut Sheets for all 11 Court Facilities in San Diego. This involved interacting with the customer and making necessary changes as deployment approached. Collecting and creating a schedule for the deployment team to use on a daily basis. •Called in MAC addresses to SBC as new computers/hard drives were installed by the technicians. This would cut the computers over to the new subnet. •Insure accuracy of data on QA form filled out by technician. Created spreadsheet to keep track of all this information for management meetings. What was completed, how many, what was still needed to complete and any issues that came up during deployment. Pitched in wherever needed. Show less



CSC

• United States
• Information Technology & Services
• 700 & Above Employee

• Helpdesk Analyst

  • 1998 - 2001



Innovative Software Applications

• Phoenix, Arizona Area

• Consultant/Programmer, Computer Operator,

  • 1980 - 1998

  Prior to 1998: Business owner as Software Consultant, Database Programmer Analyst, Training Instructor, Systems Analyst, Systems Administrator, Desktop Support, Helpdesk Analyst, Computer Operator, Administrative Assistant. Key Accomplishments:  As a software consultant, I designed, developed and implemented a certification tracking system for the City of Phoenix. This application was designed for the Paramedic and Emergency Medical Technicians throughout the State of Arizona, and is now being used nationwide. The application enabled easy tracking of continued education and re-certification of technicians.  During my programming career I developed systems for materials management, inventory control, modified systems for Redlands University applications such as financial aid, registrar enrollment. Trained administrative staff of the university to use software to query reports for their particular needs.  One of my most prestige’s jobs was working for the Arabian Horse Industry as a computer programmer. I created systems to keep track of breeder’s classics, auctions, shows, judging, entries, members and their owners of horses. This was a unique job that took me to, many interesting places, like the Kentucky Derby. I was able to meet Elizabeth Taylor, Armand Hammer (saw his collection of art), and Wayne Newton.  I’ve had the privilege of working for a research and development company that was working on one of the very first digital synthesizers. My husband at the time was one of the digital engineers on the project. It was a new and exciting time for such inventions. I was a programmer for the company using dBase to create applications as needed for all departments. Show less