Experience

Warner Bros. Games

• United States
• Entertainment Providers
• 200 - 300 Employee

• Development Systems Technician

  • Jul 2008 - Present

  - Creates new user setups by provisioning and deploying PC and video game development hardware; providing user and HR with first time login info as well as personalized info for accessing role-dependant resources such as Perforce, Confluence, Sharepoint, etc - Troubleshooting and repairing/replacing desktop hardware and software, and providing new hardware and software per customer requests - Provides support for printers/copiers, network shares, and other network resources - Responds to customer incidents and service requests via ManageEngine ServiceDesk Plus web interface - Manages procurement, tracking, deploying, and maintaining over 6000 development hardware assets for over a dozen locations worldwide - Integrating existing hardware from external studios into WB Games' asset management database - Provide video game and PC hardware, and logistical and technical support for trade shows and media events Show less



Safeco Insurance

• United States
• Insurance
• 700 & Above Employee

• Help Desk Representative and Outage Coordinator

  • Oct 2005 - Jul 2008

  - Provides support to for in-house customers, remote telecommuters, and overseas contractors for Telephony, PC, server, Citrix and mainframe applications and hardware - Applies independent judgment to complete tasks while working within defined policies and procedures to optimize planned business results - Creates, modifies, and monitors customers’ service incidents and requests using BMC Remedy 7 ticking software - Communicating with the customer during and after ticket completion for quality assurance via phone, email and messenger service Show less



US Navy

• United States
• Armed Forces
• 700 & Above Employee

• Information Systems Technician, Second Class

  • Aug 2000 - Sep 2005

  - Responsible for establishing and maintaining over 1000 computer user accounts and Exchange mailboxes - Recording customer concerns, problems, and contact information in a comprehensive Help Desk Ticket database - Assisting customers in the resolution of minor problems and assigning Help Desk Tickets to the appropriate technicians when necessary - Ensured virus protection, firewall, and system monitoring were enabled and updated at all times - Established a public-key infrastructure to ensure the security of the network and assisted all users in utilizing their PKI certifications to log on to their Outlook Web Access and government web site accounts securely Show less