Help Desk Supervisor

• Feb 2022 - Present

Help Desk Technician

• Sep 2019 - Jan 2023

Served as a Help Desk Technician at Compton Community College

Technical Support Analyst

• May 2017 - Sep 2019

Resolve users' issues either by phone or in person across six separate dealerships that I manage, located within the Downey, Cerritos, Hawthorne, and the West Covina area. Issues of the locations that I manage would be solved according to priority, order of reception, or specific users. Managed and resolved all issues that would arrive to the attention of the Penske IT department through Southern California Penske's helpdesk application, Manage Engine Service Desk Responsible for coordinating with vendors in the resolution of proprietary application issues that directly impacted the user's productivity. In addition, if these applications operated on a server, I was responsible for the maintenance of those servers, of which included resolving any issues with the unit, or scheduling updates after hours. Responsible for maintaining inventory of all workstations and their peripherals Responsible for documentation of any proprietary applications, servers, and site notes that the Penske IT Department, sub-manages. Documentation would be made readily available through three modes, on a shared folder located on a server, emailing my colleagues so that the documentation is within their email account, and within the ticketing system, Manage Engine. A brief summary would be given verbally via our weekly meetings for greater clarification. Constructing and building Windows 7 images through the MDT Server. These images would include Office 2010 or Office 2016, Trend Micro (antivirus application), Forcepoint (web traffic recording as well as firewall), the appropriate version of Java (as in the latest version would cause discrepancies and conflicts with various applications the users utilize) proprietary applications such as CDK Drive, shortcuts to needed websites, and the latest of Windows updates. Manage users accounts through Active Directory Manage user's voicemail pass-codes and IP phone line access through CDK Phone Manager. All inter-office phones are VOIP. Show less

Help Desk Analyst

• Jul 2014 - Jun 2016

Managing Active Directory Managing GFI, a update patch management system Managing Kaspersky Endpoint Security Center Ensuring that all technology related entities were in the correct File Maker Pro database Troubleshooting low level networking issues and reporting them to upper level management for solutions Troubleshooting any desktop related issues that corresponded with MAC OS and Windows OS, along with any mobile devices ranging from Mac iOS, Windows, and Android OS Building Windows and Mac images, from the ground up, according to users needs Updating all OS images periodically throughout the year to maintain stability with software updates. Instructed users on the polices of Marvel Information Technology Show less

Information Technology Engineer

• Jun 2012 - Jun 2013

Served as an Information Technology Engineer for Sandbox Technologies. Primary duties included providing all around Information Technology service to various clients throughout the greater Los Angeles area. Provided consulting for various firms ranging from lawyers, interior and exterior designers, architects, business management firms, and restaurants. Assisted clients in person or remotely depending on various situations; typical issues would include troubleshooting email servers, email outsourcing, extending Internet service, advising on server purchases and upgrades, troubleshooting desktop related issues for MAC and Windows environment, and all other technical related issues. All issues would be recorded in the company's ticketing system for record. Show less

Computer Lab Aide/Teacher's Assistant

• Oct 2011 - Jun 2013

Served as a Computer Lab Technician at Dominguez Elementary School. Responsible for managing all computer related issues dealing with software, hardware, and networking. Responsible for managing, maintaining, installing, troubleshooting software, various hardware involving PC's, Mac's, IPads, Droid based tablets, projectors, scanners, and various sound equipment. Worked closely with students and staff to ensure that all related technical equipment is to their preference. Teaches students Microsoft Word, Microsoft Excel, and Microsoft PowerPoint; also instructs teachers and staff in the same manner, in a simplified expression to relay to students. Responsible for maintaining the security of the network by restricting encrypted network passwords to staff alone and allowing limited access to students. If necessary, provide training to staff about any new incoming or present software or hardware. When not physically available, assisted staff over the phone on any technical related issues involving installing software, email syncing, or troubleshooting hardware. Advisor on purchasing technology based products such as software and hardware. Developed multimedia based projects using Photoshop or iMovie for supervisors. Manages website fundamentals for school site. Managed Toshiba Copier quotas for teachers remotely via network based communications and manually. Manages inventory of all technical equipment through an Excel spreadsheet and Access database; updates supervisors of all incoming and outgoing equipment. Worked closely with ITD staff (Information Technology Division) for LAUSD to ensure that any and all issues that were out of my control were solved; any solutions that were implemented was reported to supervisor for completion of issue. Show less