Armando Mercado Email & Phone Number

Santa Monica, California, United States

Provide executive support including C-Level Executive IT Support based out of the Santa Monica offices which include any and all computer and Zoom Room equipment and provided any remote support to any executives or executive assistants.Assign proper licensing to any executives and executive assistants when updating Zoom delegation lists via Zoom Admin Portal.Use of PowerShell for majority of Outlook Inbox and Calendar permission changes, creating / updating any new and current Zoom Rooms, shared mailboxes and calendars, and when adding multiple members to newly created Teams Channels in bulk.Assisted with implementing new Travel Device program for any traveling executives including creating and updating new and current spreadsheets for better travel date tracking.Written technical documentation when successfully implementing new troubleshooting methods.Support in office Zoom production events which include setup and breakdown of all computer, network, and AV equipment.Check Zoom Rooms daily physically and via Zoom Admin Portal for both offices along with troubleshooting iPad, camera, speakers, microphones, and computer when needed.Install, monitor, and decommission any new and current office technology.Provided standard IT support when approached in person and contacted via Teams.

Burbank, California

Worked on the contract which provides IT Services to the Walt Disney Company. Provide white glove service to both executive level and general end users. Utilize Service-Now ticket system for tickets and queue management. Detail-orientated on all ticket requests to allow anyone reading tickets to know the current status with minimal questions. Improved the hardware deployment strategies to better adhere to scheduled deployments for the cast member. Assign scheduled deployments to technicians in designated areas to assist minimal travel time between locations and allow them to create their daily schedule. Improved ticket management between multiple queues both on west and east coast to ensure tickets submitted are being handled in a timely and efficient manner. Ability to backfill any position in the hardware deployment team along with managing primary responsibilities. Ability to provide remote technical support to all cast members both onsite and remote when scheduled and adjust schedule if immediate assistance is requested. Improved project management with Disney Move Coordinators by providing detailed notes and high-quality service. Activate LAN ports at desk locations to ensure cast members have a stable connection when working onsite. Adapt schedule for escalation requests or adjust project requirements.

Burbank, California

Assist admins, teachers, and additional staff with technical support. Utilize Smart Deploy to complete imaging to all student and staff laptops. Managed multiple schools and able to backfill technicians when needed. Assisted day-to-day operations to all PUC schools in the Los Angeles area. Installed AV equipment in classrooms to improve teaching setup for teachers. Reported monthly status on laptops and carts. Managed all repairs, replacements, and cleanliness of all computer equipment.

Verdugo City, Ca

Assistant to the IT Technician and assisted agents with any technology issue along with cleaning, repairing, or replacing equipment. Network setup assist with troubleshooting to achieve optimal performance. In addition, answering phones and assisted customers with bill payments and transferred calls to specified agents depending on the type of insurance requested. Took messages in the case that the agents were not able to be reached.

Bachelor Of Science - Bs, Computer Science

Senior Design Project SmartDJ – Fall 2018 / Spring 2019 Utilizing Spotify for Developers SDK and Web API, we created an application.

High School Diploma

4.0 GPA, Principal’s Honor Roll, ASB Leadership Club, and Varsity Basketball Team