Experience

Tesco Controls

• United States
• Automation Machinery Manufacturing
• 200 - 300 Employee

• Scada Engineer

  • Sep 2023 - Present

• Network Administrator

  • Feb 2020 - Sep 2023

  ― Supervision of a five-member team as well as management of executive support tasks, such as documenting internal knowledge-based articles as well as procuring all IT equipment and licenses.― Administration of the annual IT purchasing budget worth $200K.― Expertise in promptly resolving all incoming tickets for all Tesco Controls employees with excellent customer satisfaction scores.― Hands-on support to the Help Desk Team to ensure end-users’ satisfaction.― Development of knowledge base including help desk articles, policies, and procedures.― Facilitation of the IT onboarding process for new hires as well as equipment procurement for UFT and 9 portfolio companies.― Primary backup administrator, responsible for ensuring accurate and error-free backups and conducting restoration drills as needed.― Substantial efforts in the automation and improvement of help desk processes.― Driving force behind standardization of help desk procedures for both Tesco and UFT in strict compliance with industry guidelines.― Integral role in driving initiatives to reduce the purchasing budget by 60%.― End-to-end project management to transition from Veritas to Cohesity, involving selecting the vendor as well as ripping and replacing the existing system Show less



United Flow Technologies

• Sacramento, California, United States

• Help Desk Lead

  • Aug 2022 - Sep 2023

  Supervision of a five-member team as well as management of executive support tasks, such as documenting internal knowledge-based articles as well as procuring all IT equipment and licenses. ― Administration of the annual IT purchasing budget worth $200K. ― Expertise in promptly resolving all incoming tickets for all Tesco Controls employees with excellent customer satisfaction scores. ― Hands-on support to the Help Desk Team to ensure end-users’ satisfaction. ― Development of knowledge base including help desk articles, policies, and procedures. ― Facilitation of the IT onboarding process for new hires as well as equipment procurement for UFT and 9 portfolio companies. ― Primary backup administrator, responsible for ensuring accurate and error-free backups and conducting restoration drills as needed. ― Substantial efforts in the automation and improvement of help desk processes. ― Driving force behind standardization of help desk procedures for both Tesco and UFT in strict compliance with industry guidelines. ― Integral role in driving initiatives to reduce the purchasing budget by 60%. ― End-to-end project management to transition from Veritas to Cohesity, involving selecting the vendor as well as ripping and replacing the existing system Show less



Fortis Telecom

• Jr Network Operations Engineer

  • Sep 2018 - Feb 2020

  ― Delivery of support to several small- and medium-sized business (SMB) clients using Salesforce ticketing system and management of inbound ticket queue for the team. ― Proactive assistance to networking infrastructure, VoIP systems, desktops, and servers, along with the setup and configuration of VoIP systems, building domains, provisioning phones, and developing dialing plans/phone trees. ― Direct support on and configuration of network infrastructure, which include cabling, patch panel, as well as switches and routers. ― Development of network environments based on customer specifications. ― Complete documentation and mapping of the Fortis VoIP/WISP network. ― Management of backup for crucial network infrastructure and monthly backups of customer network infrastructure ― Accomplishment of multiple contracts for infrastructure wiring. Show less



Pacific Gas and Electric Company

• United States
• Utilities
• 700 & Above Employee

• Computer Client Support Analyst, Asc

  • Nov 2015 - Sep 2018

  ― Comprehensive technical support across all 4 areas of client assistance, which included wireless, applications, account access, and general inquiries. ― Achievement of top-tier client satisfaction using various service channels, such as phone, web requests, and web chat to provide efficient assistance. ― Successful completion of the GOBI/DIGI Project and process improvement of Vitalyst Support services, GOBI/DIGI process, Vitalyst Callback Project, and iPhone imaging. ― Obtainment of notable statistics, which included of the following: o Average Customer Effort Score (CES): 98.1% (exceeding the target of 85%); o High resolution rates: 92.5% within 2 days and 97.7% within 7 days; and o Impressive average Wait/Update Time (WUT) of only 38 seconds. Accountable Weekend Analyst ― Facilitation of routine building safety sweeps to ensure compliance with safety protocols ― Ensuring of the correct activation of the upfront message by conducting thorough phone line tests ― Management of incoming requests for order entry and control (OEC) and multiple call verification (MCV), while also monitoring the number of open OECs for Prompt 9 activation ― Daily coordination of the operation by identifying staffing needs and collaborating with the on-call supervisor ― Proactive assistance to scheduled analysts and tracking of productivity by submitting weekend status reports to the on-call supervisor ENOC Specialist–Tier III ― Utilization of diverse programs to monitor and observe the infrastructure of PG&E systems, ensuring timely notification of relevant support teams for further investigation ― In charge of updating and maintaining comprehensive activity logs for telecommunications (TCOM) technicians ― Direction of service requests from the Technical Support Center (TSC) to T2 and T3 support teams ― Administration of the shared mailbox of the Enterprise Network Operations Center (ENOC) to diligently monitor communications and service-related requests Show less



Field Nation

• United States
• Software Development
• 700 & Above Employee

• Independent Contractor

  • Jul 2015 - Nov 2015

  ― Delivery of exceptional service in time-sensitive projects, while consistently meeting deadlines and exceeding expectations. ― Keen assessment of ongoing developments to identify areas for improvement and ensure optimal performance ― Design of concise and informative documentation that served as a valuable resource for future reference and use ― Spearheading of the deployment and configuration of multiple Cisco Routers and Switches, aiming for optimal network functionality ― Creation of new procedures for a PC refresh project, which significantly enhanced efficiency and productivity compared to previous practices ― Usage of topology mapping for new office deployments in priority locations ― Implementation of effective technical solutions to expedite the estimated project completion time Show less



Sacramento County

• United States
• Government Administration
• 700 & Above Employee

• Desktop Support Specialist

  • Jan 2014 - Jul 2015

  ― Establishment of working relationships through open communication and proactive anticipation of potential challenges ― Conducting of training sessions for peers to discuss optimal equipment usage techniques and best practices ― Management of a user base of over 300 in DTECH and over 200 in the Sacramento County Airport System ― Maximizing the use of Microsoft SCCM, Applix/Service Now, and Quest Active Roles to effectively manage and address support tickets ― Strict adherence to security directives in using Active Directory and group policy ― Instrumental to the transition from Windows XP to Windows 7 for various departments, including County Clerk, Department of Personnel Services, DTECH, Public Defender, and Sacramento County Airport Systems ― Significant increase in user productivity by providing support for Microsoft Windows 7, Microsoft Office 2010, 2013, and Outlook ― Implementation of effective solutions, which significantly enhanced functionality through comprehensive research, rigorous testing, and efficient execution ― Producing of concise and easy-to-understand communication materials specifically designed for end-users to quickly recognize issues and proposed solutions Show less



Drexel University

• Sacramento, California Area

• A/V Specialist

  • Jan 2014 - Apr 2015



B Street Theatre

• United States
• Entertainment Providers
• 1 - 100 Employee

• Independent Consultant

  • Jan 2014 - Jan 2015