Information Technology Support Specialist

• Mar 2022 - Present

Help Desk Analyst

• Jul 2021 - Mar 2022

Formed in 1980 as a joint purchase program, the Alliance of Schools for Cooperative Insurance Programs (ASCIP) became a risk sharing pool in 1985. ASCIP is a non-profit public agency Joint Powers Authority (JPA) that provides liability, property, workers’ compensation, health benefits coverage and school construction insurance to public school districts, charter schools, community colleges, and subsidiary JPAs throughout the state of California. Formed in 1980 as a joint purchase program, the Alliance of Schools for Cooperative Insurance Programs (ASCIP) became a risk sharing pool in 1985. ASCIP is a non-profit public agency Joint Powers Authority (JPA) that provides liability, property, workers’ compensation, health benefits coverage and school construction insurance to public school districts, charter schools, community colleges, and subsidiary JPAs throughout the state of California.

Help Desk Technician

• Aug 2018 - Aug 2021

• Provide helpdesk support to over 500 users and over 20 facilities (CMF, EMF, WGC, DOC, MOC, MSF, Bonita, Crew Bases). • Responsible for providing after hours support on a rotational basis. • Generate Cybersecurity Report from Proofpoint to provide to management. • Provide front line troubleshooting for help desk requests for technical assistance in person, via phone, remotely and electronically. • Provided conference room support services video and audio. • Responsible for on-boarding and off-boarding of employees using Salesforce. • Tracking and documentation of all hardware using asset tracking software Assetworks. • Occasionally drove to remote offices for front line support and or equipment delivery. • Log all helpdesk interactions within the helpdesk software system. • Trouble shoot hardware and software issues. • Responsible for Mobile Device Management (MDM) via AirWatch/Apple Business Manager, issuing and deploying cellular phones from major carriers like Verizon, AT&T and Sprint. • Setup, install and configure computer and mobile devices. • Setup, install and configure desk landline using Jive Phone Admin/JiveGoConnect. • Diagnose and resolve technical network, hardware, software, cellular devices and iPad’s. • Provided support for Office 365 and Active Directory management. • Identify and escalate situations requiring urgent attention. • Redirect and escalate problems to appropriate resource. • Advise users on appropriate action(s) • Track and route problems and requests and document resolutions. Show less

Desktop Support Analyst

• Apr 2018 - Jul 2018

• Provided desktop support services to Caremore headquarters and offsite locations. • Responsible for imaging, deployment of systems for new, existing users. • Trouble shoot hardware and software. • Provide support for MS office 2013 and Microsoft Office suite. • Provided support for Remote Desktop, VDI, Citrix and NexGen applications • Installed Developer applications such as SQL, Visual Studio, Adobe CC, CS applications • Imaging of dell desktops/laptops using SCCM PXE using WDS server • Pushed applications post image using SCCM • Responsible for inventory and disposal\salvage preparedness of hardware. • Responsible for refresh tickets in the queue. Show less

Support Analyst

• Mar 2018 - Apr 2018

• Part of team of 4 support analyst supporting post migration of On Prem exchange accounts to Office 365. • Contacted and answered calls from Dental offices across the U.S. to follow up on any migration issues that might have occurred to users. Provided executive phone support to Doctor\Owners. • Used power shell to verify user and generic accounts on both the Office 365 and On Prem Exchange server. • Used power shell to migrate accounts from On Prem server to Office 365 server. • Provided permission to shared mailboxes using Power Shell after verifying user’s permission to the account. • Configured access to old generic mailbox accounts in Outlook 2016. • Verified Active Sync is enabled for accounts and enabled active sync for users using Power Shell. • Remote into system to remove old outlook profile and create new outlook profile that points to new Office 365 account. • Assisted customers in logging into Office 365 OWA account via portal. • Updated customers from Office 2016 standard to Office 2016 Pro in order to use online archiving on server. • Provided support for Right2Fax scanning which including providing permission to fax and to receive faxes. • Provided support over the phone on how to connect and setup up email on both Android and iPhone devices. Show less

Desktop Support Analyst

• Feb 2017 - Feb 2018

• Provided phone and field support in environment of 1800 computers. Strong use of remedy ticketing system to manage workflow of tickets. • Responsible for the imaging/refreshing of systems in our inventory including generating lost/missing report of systems that are not being logged into. • Resolve hardware and software issues of customers • Responsibilities also included moving users within the refinery and also new user coming into the refinery. • Schedule and communicate with team members so that there was always someone covering the helpdesk when scheduling appointments. • Troubleshoot hardware and software in a Windows 7, 10. • Upgraded Windows 7 user to Windows 10 either by software upgrade or system swap. • Trouble shoot and provide tier 1 and tier 2 support for MS Office 2010 and Office 365 suite. • Provided support for MS Office 2010 and Office 2016/365 during transition also troubleshoot issue with connectivity and account issues. Also supported Skype for business and One Drive for Business. • Addressed email issues with not being connected to email server and new profile setups for corrupted email accounts. • Responsible for support and basic training for Microsoft One Drive for Business. • Used web-based Remedy client to manage our workflow tickets in our queue • Responsible for reviewing helpdesk voicemail and calling user back in timely manner to address their issue. Also maintain and answer emails sent to our desktop support mailbox. • Provided documentation and installation procedures for applications supported. • Smart badge agent supported issues with smart and expired certificates/encryption and temporary t-card Show less

Support Analyst Level 3

• Jan 2014 - Sep 2016

• Responsible for all Level 2 and Level 3 support calls in an environment with 5000 computers which consisted of intermediate to advanced troubleshooting in multi-platform environment. • Used Bomgar remote support client to log into both Windows and Mac OS to address issue with MS Office, Parallels and network related issues. • Addressed issues with Active Directory and group policy issues where computers were placed in the wrong OU group and addressed corrupted profile issues with windows. Using Active Directory, I was able to move computers from one group to another depending on request. • Provided tier 1 and tier 2 support for setup and configuration of Citrix receiver for virtualized desktop environment of Windows 7 and Office 2013/2016 suite. • Addressed Mac issue with regards to Parallel problems and issue with MS Office updates and problems with wireless and network connectivity. • Configured, setup and addressed issues with Durva backup client on both Mac and Windows Systems. • Trained and assisted both helpdesk team and field support team with JPL applications. • Provided second level support to small group of foreign nationals working for JPL which included troubleshooting issues with users VPN/Browser RAS system. • Provided insight to foreign personnel and JPL personnel on how to setup and request foreign national access into JPL network. • Provided support for iPad’s, iPhone’s and Galaxy phones with respect to email setup and calendar setup. • Provided support for Verizon and AT&T hotspots for user’s setup of account and password and how to use the devices. • Updated and documented all issues via BMC remedy. Show less

Support Analyst Level 3

• Feb 2010 - Dec 2014

• Utilized Bomgar and NTR extensively as our remote client to access windows and Mac system domestically and internationally. • Worked on issues with slow systems, system crashes, and application errors remotely. This would also include Active Directory issues with the system and group policy issues and corrupted windows profiles. • Addressed issues on Mac with MS Outlook and issues with Parallels running Windows XP, 7 and 8.1 remotely. • Advanced troubleshooting of multiple connectivity issues such as VPN, Wireless and LAN on windows and Mac systems. • Resolved troubleshooting issues with customers home systems and our VPN client software. • Responsible for level 1 support of mobile devices such as iPad, iPhone and Galaxy phones. • Supported Verizon jetpack broadband hot spot and AT&T’s version of broadband hot spot. • Updated and documented tickets via BMC remedy. Show less

System Analyst Level 2

• Jan 2008 - Feb 2010

• Responsible for all Level 2 calls - Intermediate to Advanced troubleshooting of all windows operating systems. • Used NTR as our remote client to access both windows and Mac systems. This included issues with slow system, system crashes, and application errors. This would also include active directory issues with the system and group policy issues which involved moving computer accounts from one active directory group to another. • Resolved issues with profiles when attempting to add new system to JPL domain. • Advanced troubleshooting of multiple connectivity issues such as VPN, Wireless and LAN, as well as customers’ home systems and our VPN software. • Documented all incident tickets via BMC remedy. Show less

Support Analyst

• Sep 2006 - Dec 2007

• Utilized Timbuktu remote client to access both Mac and windows systems. • Handled incoming calls regarding issues with networking, web based apps, hardware issues and software issues such as MS Office issues and email issues. • Supported both Mac and PC based systems and escalated issues to engineering when necessary. • Configured MS Outlook accounts remote for Mac and Windows systems. Also supported JPL VPN network and troubleshoot connectivity issues with logging into JPL VPN. Provided level 1 support to all JPL proprietary applications and web based applications. Show less

Field Support Analyst

• Apr 2005 - Sep 2006

• Worked as Field Analyst doing hardware and software support. • Handled replenishment and was tasked with setup of new computers for users. • Responsible for all data transfers from old systems to new. • Setup networks and all networked printers and added new windows system to the JPL domain. For example, if a system already had an Active Directory entry with the same name, I had to remove that name from AD in order to add the windows system. • Responsible for setting Tivoli backup service. • Addressed support calls for issues with Word, Excel and PowerPoint. • Responsible for addressing and resolving issues with viruses on Windows systems Show less