Experience

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  LPL Financial

  • San Diego, California

  • Desktop Support Team Lead

    • Jan 2018 - Present
    • San Diego, California

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  HCL Technologies

  • Greater San Diego Area

  • Senior Specialist

    • Dec 2014 - Dec 2017
    • Greater San Diego Area

    * Queue Manager for multiple locations (San Diego, Charlotte, and Boston)* Coordinate and assign resources for user and system moves* Primary Mac Support for the San Diego office* Provide deep dive and root cause analysis and Tier 2 support for Desktop* Printer Management* Troubleshoot common desktop support issues; including LPL’s standard PC hardware and peripherals, network connectivity and new employee setups* Troubleshoot and install of operating system and software application issues* Maintained Computrace laptop identification and reporting for loss prevention and theft management; partnering with InfoSec* Document daily tasks in time tracking system SM9* Point of Contact for desktop escalation and support* Assist in standardizing PC configurations and providing Hardwar/Software updates including Operating System, Network Client, hard drive, memory, CD-Rom, Printer, Scanner, etc.* Worked on multiple projects including full wall to wall PC Refresh, Microsoft Surface and Windows 8 rollout, XP to Windows 7 upgrade, new Mac Yosemite image and imaging server upgrades* Provide communication on all escalated issues to management and other support teams * Document progress of escalated incidents

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  LPL Financial

  • San Diego, Ca

  • Desktop Lead

    • Jul 2007 - Nov 2014
    • San Diego, Ca

    * Manage Incident and Work Order queue for multiple locations (San Diego, Charlotte, and Boston)* Coordinated and assigned resources for user and system moves for our San Diego and Charlotte locations* Maintained Computrace laptop identification and reporting for loss prevention and theft management; partnering with InfoSec.* Document trouble-shooting procedures for fellow technicians.* Point of Contact for desktop escalation* Provide Tier 2 desktop support, including deep dive issues for root cause analysis* Alternate Point of Contact for Executive Support.* Assist in standardizing PC configurations and providing Hardware/Software updates including Operating System, Network Client, hard drive, memory, CD-Rom, Printer, Scanner, etc.* Troubleshoot common desktop support issues; including LPL’s standard PC hardware and peripherals, network connectivity and new employee setups.* Assist users in the operation of standard PC equipment and software including PC’s Printers, and peripherals as well as company standard email operation and support (Outlook, Outlook web based email)* Provide communication on all escalated issues to management and other support teams. Document progress of escalated incidents.* Minimal Mac support

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  Imaging Healthcare Specialists

  • Greater San Diego Area

  • Desktop Lead

    • Nov 2004 - Mar 2007
    • Greater San Diego Area

    • Fully supported Dictaphone for 8 Radiology locations and 7 transcriptionists. Responsibilities included configuring home and business office setups, troubleshooting network and Dictaphone problems, remotely administering using pcAnywhere/VNC, and setting up VPN access so that transcriptionists could keep up with demand of radiology business. Maintained excellent rapport with all transcriptionists. Coordinated the purchase, accounting, inventory, and RMA of all Dictaphone equipment.• Provide Phone/On site support. 85% of support is done over the phone, use Track It help desk software to log all support calls.• Provide hardware/software support for a 400 user WAN (made up of 15 Radiology locations)• Network administration responsibilities included server administration, documenting procedures, managing server room, distributing computing tasks, ensuring data redundancy, and any other duties necessary to help radiologists could push images to/from hospitals 24-7.• Assisted managing Exchange Server 2003, Windows 2003 server. Responsibilities included configuring new accounts/mailboxes, create aliases, troubleshoot mail problems, etc.

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  Strategic Data Systems

  • Tier 2 Help Desk Technician

    • Oct 2002 - Nov 2004

    • Work on the NMCI (Navy Marine Corp Intranet) project providing Tier 2 support to the Tier 1 technicians and calls that were escalated up.• All support we provide is done over the phone, if it’s a problem I couldn’t resolve after troubleshooting the ticket would get assigned to a local technician who when then go out and resolve the issue.• Had limited access to Active Directory, could reset passwords, unlock accounts, troubleshoot permission and roaming profile issues.• Averaged 35-40 calls per day and all calls were documented in to the Remedy Ticket Database.• Utilized Tivoli Remote software to remote in to the end users system to troubleshoot their problems.• Provided support for Windows 2000/XP, Office 2000/2003, Legacy Applications.

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  San Diego Professional Services

  • Greater San Diego Area

  • IS Technician

    • Nov 2000 - Aug 2002
    • Greater San Diego Area

    • Fully supported Dictaphone for three major radiology groups and eleven transcriptionists. Responsibilities included configuring home and business office setups, troubleshooting network and Dictaphone problems, remotely administering using pcAnywhere/VNC, and setting up VPN access so that transcriptionists could keep up with demand of radiology business. Maintained excellent rapport with all transcriptionists. Coordinated the purchase, accounting, inventory, and RMA of all Dictaphone equipment.• Provide Help desk /on-site support. 85% of support is done over the phone, use Track It help desk software to log all support calls.• Assisted in the development of a 200 user WAN (made of radiologists, office workers, transcriptionists, and accountants for La Jolla Radiology, Valley Radiology, and Open Air MRI). Network administration responsibilities included server administration, transplanting network to new location, documenting procedures, managing server room, distributing computing tasks, ensuring data redundancy, and any other duties necessary to help radiologists could push images to/from hospitals 24-7.• Assisted managing Exchange 5.5 e-mail server. Responsibilities included configuring new accounts/mailboxes, create aliases, troubleshoot mail problems, etc.