IT Technical Support II

• Jan 2015 - Present

Office 365 Support Team Lead (Contractor)

• Aug 2014 - Dec 2014

• Responsible for the training of onsite and offshore Tier 1 & Tier 2 teams on supporting Office 365 and provided one-on-one mentoring during and after the training period. • Created all training and support documentation used by the Tier 1 and Tier 2 teams and worked closely with Tier 3 Exchange Team and the Microsoft Tiger Migration Team to identify issues affecting the migration and end-users to quickly generate documentation and training for the support Tiers. • Worked closely with management to identify support issues and come up with comprehensive solutions to continue providing the best support possible to SoCal Edison’s end-users. • Created an Office 365 test environment to learn more in-depth SharePoint 2013 and Lync 2013 to provide how-to and training guides and documentation on common problems to prepare support staff before product roll-out. Show less

Service Desk / Office 365 Deployment

• Dec 2013 - Jun 2014

• Worked with remote managed clients to provide Helpdesk support. • Provided expert oversight to daily operations of workstations, servers, and network equipment to multiple remote managed clients. • Performed monthly maintenance on servers and network equipment of remote clients and identify any outstanding issues and identify potential problems and worked closely with the clients to come to a solution. • Improved overall network health reports on multiple managed clients by adjusting patch deployments and manually working on individual workstations to resolve ongoing issues and bringing the workstations up to network compliance. • Worked closely with the Office 365 migration team during large client migrations to assist and provide support and perform after-hour migrations. Show less

Senior NOC Engineer

• Oct 2013 - Dec 2013

• Three month contract while Time Warner moved the Regional NOC to Austin, Texas. • Maintain service availability of voice, video, and high-speed data from a network operations center for residential and commercial customers from different cities, including Hawaii, Pacific West, Kansas City, and Midwestern United States. • Offer high-caliber management qualification in supervising metro and regional transport networks as well as network routers and switches. • Coordinate impacting network events, from initial, updates, to final to notify customer care, management, and stakeholders. • Prioritized planned and unplanned events and dispatching of fix agents. • Handle critical infrastructure, including electrical, generators, uninterruptible power supply, and temperatures of data center facilities. • Prepare correlational researches of data from multiple systems to identify potential customer’s impact and problem severity. • Displayed leadership skills on event bridges for internal and external groups. Show less

Microsoft Exchange Administrator

• Apr 2013 - Jul 2013

• Received intense training in Microsoft Exchange Server 2007, 2010 and 2010 Administration as well as Lync 2010 and Lync 2013. • Prepared testing/training labs for co-existence environment testing and performed mailbox migrations and documented the results and researched solutions to problems encountered. • Performed Windows Server migrations from Server 2003 to and Server 2008 including domain controllers and file servers. • Performed Exchange Server 2010 service pack upgrades to multiple frontend and backend servers while maintaining 99.9% service up-time. • Administered Exchange Servers and resolved tickets in post migration phase. • Provisioned and maintained virtual machines on VMware vCenter. Show less

Systems Administrator/Desktop Support

• Feb 2010 - Jan 2013

• Provided expert oversight to daily operations of all workstations, servers, and network equipment within five campuses. • Performed initial installation and configuration of new Windows Server 2008 R2 servers. • Performed a vital role in a local migration from Exchange 2007 to Exchange 2010 • Assisted in the implementation of Lync 2010 and the administration and support/training of all users. • Developed student computer laboratories and classrooms to support an increasing student body. • Spearheaded the network infrastructure, server and workstation implementation of the newly opened Gardena Auxiliary campus. • Worked closely with outsourced network company to upgrade all old network cables in the South Gate campus and eliminate unneeded network closets and the relocation of one unsecured network rack to a secure location. • Expanded the server room at the South Gate campus to designate it as the network hub and relocated the majority of the servers from the San Bernardino campus to South Gate. • Implemented a comprehensive DHCP plan to set aside a combined block of Static IP addresses and eliminate multiple DHCP exclusions. • Implemented comprehensive Group Policies on both the Student and Staff networks to better secure workstations and provide necessary settings. • Responsible for creating deployment workstation images for the student workstations and custom installations for various departments depending on department requirements. Show less

NOC/Global Operations Engineer

• Feb 2008 - Jun 2009

• Monitored systems and validated alerts using array of monitoring tools, maintaining 99.9% site uptime for over 6000 servers, databases and software applications. • Performed first-tier troubleshooting using tools and utilities to resolve system/network performance and related issues. • Oversaw the troubleshooting, operation, and administration of servers and content streaming servers, along with testing and troubleshooting new site features on a daily basis. • Coordinated and implement network software and hardware upgrades with the Network Operations and Development teams, obtaining new and upgraded servers for Production and Development environments. • Installed operating system software, patches, and upgrades, maintaining server performance and uptime. • Configured, optimized, and fine-tuned monitoring systems, resulting in a more productive work environment. • Proactively worked to refine documentation of systems/network, troubleshooting guides, policies, and procedures, maintaining updated policies and procedures. • Worked with the Network Operations team and Application Support Engineers to ensure maximum uptime of all systems and networks, maintaining management and end-user satisfaction. • Played a pivotal role in random disaster preparation drills while proposing recommendations on performance improvement. Show less

NOC/System Engineer

• Jun 2005 - Dec 2007

• Monitored and supported 7 Data Centers with more than 800 nodes combined. • Assisted in data center analysis and consolidation of 7 data centers into 3 data centers by using VMware virtualization, maximizing hardware and software utilization on existing inventory. Contributing to net savings of 5.4 million dollars. • Responsible for deployment, configuration, and validation on technical operations Alert systems, such as Argent Guardian, IP Monitor and Site Scope, Gomez and KeyNote Enterprise Monitoring System for 7 Data Centers, Corporate office, and remote offices in Los Angeles. • Managed deployment of 200 million emails brand marketing on night shift by administrating PowerMTA and dedicated email servers. • Provided accurate updates on NOC monitoring system; searched and identified compromised servers. • Assumed responsibility in the initial configuration of new servers for various product groups. • Designed and conceptualized antivirus software for servers in data centers to eliminate rampant virus problem. • Took part in the local migration of mailboxes and public folders from Exchange 2000 to Exchange 2003. Show less

Senior Support Specialist

• Jul 2001 - Mar 2005

• Responsible for all in house and external service calls for residential and business customers. • Performed virus removal and system cleanup and maintenance for various clients. • Designed and installation of multiple new wired and wireless networks and the expansion of existing networks. • Implementation and support of Windows 2000 and 2003 Servers and Windows XP workstations to various clients. • Managed and trained temporary employees used for large workstation rollouts and network upgrade projects for various clients. Show less

Desktop Support / Helpdesk (Contractor)

• 1997 - 2001

Functioned as temporary contractor for short-term and long-term contracts to various companies both large and small providing Desktop Support and Helpdesk services. Functioned as temporary contractor for short-term and long-term contracts to various companies both large and small providing Desktop Support and Helpdesk services.

Senior Computer Technician

• 1997 - 1998

• Responsible for all in-house and field service for multiple clients. • Provided a vital role in client facility workstation upgrades and refresh projects. • Training and support of new employees. • Responsible for all in-house and field service for multiple clients. • Provided a vital role in client facility workstation upgrades and refresh projects. • Training and support of new employees.

Senior Computer Technician

• 1995 - 1997

• Responsible for reducing the time from when a computer is ordered by a customer to delivery from three weeks down to three days. • Responsible for all field work with clients and to improve client relations. • Trained and support newly hired entry-level technicians. • Responsible for reducing the time from when a computer is ordered by a customer to delivery from three weeks down to three days. • Responsible for all field work with clients and to improve client relations. • Trained and support newly hired entry-level technicians.

Computer Technician

• 1993 - 1995

• Responsible for new computer builds and testing. • Tested new computer parts for incompatibilities with other computer parts and provided report to management. • Kept accurate inventory and provided report to management. • Responsible for new computer builds and testing. • Tested new computer parts for incompatibilities with other computer parts and provided report to management. • Kept accurate inventory and provided report to management.