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As an IT Service Desk Supervisor of Nights & Weekend Crew at GMI. I made sure all day-to-day tasks are being completed on time per the SLA guidelines of the company. We had over 20 different clients each having their own unique environment. Our main priority was to make sure patching is completed on time for all clients, as well as day to take onboarding & offboarding assignments, were taken care of. I personally served as a point of escalation for my team. Keep up to date with my direct reports & leadership activities & provided a voice of communication from Dayshift to Nightshift. I documented important SOP as well as resolved ongoing trending issues with clients. I did personal one-on-one training with my techs (7 direct reports), quarterly & yearly reviews as well as assisting them with anything they needed.

I was promoted to a Field Engineer position after just a few months on the NOC. I excelled at the NOC & Mid Valley IT saw this very quickly, so they decided to put me in the field as a Field Engineer promoting me after just a few months. I started out with 3 clients then quickly moved up to 12 on my workload. I serviced 4 government clients including the City of Newman, the City of Dos Palos, the City of Gustine & an AMR Ambulance company. I was assigned as a single IT Engineer to each of these clients and was the direct point of contact for all IT-related issues which included project management, IT procurement as well as end-user support, and infrastructure projects.

My duties as NOC Support were to support all call-in clients & escalate when we couldn't support remotely to the local field engineer assigned to that client. It was our duty to make sure all SLAs were met on time. It was also the responsibility of the NOC to Prep & Onboard all new hardware for prospective clients. We used software such as SolarWinds, Nable & Remote-PC, and Autotask for our daily tools & ticketing software. We supported around 20+ different environments which included Government, Medical, Agriculture, Law, and Small to Medium businesses.

Meras was my first roll in an MSP environment. MSP stands for Managed Service Provider. At Meras I was the IT Support Lead for the company. Meras Technology was a division of Meras Water Solutions that provided MSP support to other small to medium businesses. We did a various of tasks from VoIP installations to server upgrades as well as SonicWALL installations and day to day IT Support. In my time at Meras we onboarded 4 different companies with users ranging from 35 - 200+. We worked with a unique ticketing system Syncro MSP to handle all our different accounts. I was the main point of contact for all 4 businesses. I served as the IT Tech for each of their unique environments. I had one direct report which was a L1 that took care of incoming calls and triaging tickets as needed.Some of my daily tasks went as followed:● Configured & deployed PC's, Laptops, Network Printers, as well as kept up with compliance on software on all network devices.● Worked directly with clients, Staff, CEO of all types of businesses to address IT Concerns. ● Sold MSP Services, Educated & Supported ideas to help businesses with their IT needs. ● Served as an escalation point for all major issues related to IT Infostructure.

As a Help Desk Support III for JS West & Co. I support many different locations, users & well as customers. JS West had 12-different division. I work with a team of 5 which included myself, another Help Desk Technician I, Network Administrator, Business Analyst, and our IT Manager to resolved simple to complex IT Issues. We handle most of these requests remotely using TeamViewer as well as through an internal ticketing system, skype messages, as well as take calls from end users. If issues were unfixable remotely, we would go onsite & address the issue. Some of my daily tasks went as followed:● Configured & deployed PC's, Laptops, Network Printers, as well as kept up with compliance on software on all network devices.● Onboarding / Offboarding in active directory, User setups as well as Equipment setup & deployment.● Implementation of VoIP company wide. Setup, Configuration and Deployment to all divisions in the company.● Deployment of SonicWall Firewalls, Switches & other Network related devices as needed. ● Configured & Deployed an MDM Solution for all Mobile Devices & Tablets for the company.● Configured & Deployed network printers, scanners & RF Devices to each of the Divisions.● Submitted RMAs for all broken IT equipment through various vendor websites.

During my time as an IT Support Technician, I was responsible for over 600+ workstations, printers, cameras & end users within the 1.3 million square foot fulfillment center. This not only included tasks assigned to me but additional projects as well which included some senior role requests. Some of my daily tasks went as followed:● Repair & troubleshooting networking connectivity issues within the building & devices.● Keeping end users’ hardware compliant with software updates & patching.● Troubleshooting, Deploying & Configuring: Thin Clients, Desktops, Laptops, Zebra Printers, RF Scanners & Honeywell wireless scanners. ● Worked with a vendor Fastenal to create a solution for RF Scanners to be checked in & out daily for end users. By doing this we were able to hold people accountable for their equipment and it allowed us to audit each scanner within the building. We had between 600-700 hand scanners in the building.● Created QR Codes that were programable to do certain day-to-day actions which allowed associates to complete tasks faster. Also created them for IT which allowed us to troubleshoot issues like print spoolers more quicker. ● Assist in the launch of various Amazon Fulfillment Centers Oak 4 & 5 & that required complete Information Technology Setup from the ground up. MDF, IDF, Switches implementation.● Programmed, mounted, and configured Cisco network switches in both the MDF & IDF as needed.● Ran & installed network cable as needed. ● Worked with multiple vendors to conduct hardware & software orders, warranties, and RMA replacements as needed as well as solutions for equipment in multiple departments within the FC. ● Oversaw a yearly audit in which we held a 90% accuracy in our FC for over 10000+ IT-related assets.● Took charge of an FC RF Metrics program that pulled company data together that told a story on how RF Scanners were being used in the FC.

As a facilities service technician, I was responsible for ensuring the Kiva robotics’ system is operational at optimal levels by conducting preventive maintenance and monitoring floor, drive unit, and station health. The facilities service technician is the first responder to all Kiva related breakdowns and issues and escalates as needed.• Was the first point of contact on radio calls for the Kiva Floor & Production Floor.• Responded to robotic system failures, Drive Crashes, & Amnesty issues on the Kiva Floor.• Completed preventive maintenance routines, documented it as well as kept in compliance with procedures.• Logged breakdowns and failure’s, kept Risk at an all-time low by complying with policies and procedures. • Tracking and storing the department’s inventory, including spare parts as well as requesting for any additional things we needed.• Supported continuous improvement in the Department & Distribution Center, set goals and timelines to make sure all goals were achieved in the department and they were not too far out of reach.

As a Jr IT Support Technician I was responsible for all the IT related equipment in a 1.3 million square ft. Fulfillment center. There are times where I am the only one in the building for support so it is up to me to make sure the fulfillment centers network is running at full capacity. As a Jr. IT Support Technician my daily duties include: • I was the First line of customer support for our end users that require Technical Support.• I maintained a Ticket System (Remedy) & Email communication at all times. Making sure there is no live tickets or request from end users pending assistance from the IT Department. We usually have a high service level agreement depending on the severity of the issue on how fast we need to respond. Level 5 being within 24 hours, 1 being as soon as possible drop everything. • Repaired as well as troubleshooting networking connectivity issues.• Kept all End Users compliant with all updates/patches on their equipment, Hardware Updates, Software Updates, etc.• Order, Received, Setup / Image, Deploy, and cable manage all equipment, printers, and phones in the FC’s.• Mounted, Configured and setup network switches in both the server room and network cabinets located in the FC’s.• Created purchase orders for equipment as needed, as well as ordered parts for inventory replenishment.• Organized and led various build-out projects to completion, for example, ordered & received new building stock, make sure it was put in our asset tracking system, completed configuration on all equipment then deployment to proper areas on the build project plans.• Assisted users remotely that are offsite via Remote Desktop (RDP) • Assisted users with setting up devices, iPads, Kindles, iPhones and Androids to work on the Amazon networks. Also maintained these devices for compliance.

As a Desktop Support Technician, I was responsible for supporting, maintaining, and updating over 250+ workstations & printers. I worked with all sorts of major brands, HP, Zebra, and Dell, as well as RF Scanners, radios, Scanners & MFPs. Some of my daily tasks went as followed:● Created purchase orders for all IT Related Equipment. ● Created SOPs within the department building a standardization for all technical requests as well as building an internal reference guide to help guide these standards.● Took charge of a companywide rollout of Lotus Notes 8.5 and made sure all end users were compliant. As well as migrated extensive email archives to upload to the Cloud. ● Performed Weekly & Monthly Maintenance on all Zebra & Thermal printers within the warehouse. ● Worked directly with outside vendors, Dell, HP, and Kyocera, for any warranty repairs needed for the company and all its devices.● Ran network cable as needed for info structure expansions & repairs to any IDF, Switches, Access Points, or cameras as needed for the company.

Was hired on full time with Dole Packaged Foods from a temporary position with Placement Pros of Merced. My duties as a Helpdesk Support Technician were as followed:• Created purchase orders and reordering documentation of parts and IT Related Equipment.• Created SOP’s or Standard Operating Procedures within the department so we could build a standard for all technicians to have guidance on regular repeat technical related issues. • Lead the companywide rollout & update of Lotus Notes 8.5 which was the currently email based software Dole was using, made sure all users were up to date and compliant, as well as all their critical information was transferred correctly.• Lead and completed Archive to Cloud process where I was personally responsible for every end user's personal archive on Lotus Notes, decrypting the file and making sure it uploaded successfully to the new cloud service we were switching to.• Was the Point of Contact for all outside vendors, Dell, HP, Kyocera, for any warranty repairs needed for the company for their IT related equipment.• Led various projects to completion, for example, network, runs, drops and deployments of software and hardware.• Trouble shot network related issues such as network cable issues, Access Point connectivity issues as well as password account resets or software password resets.