Role: On-site IT supportScope: Identification and resolution of issues with laptops, desktops, network connections and softwareResponsibilities:Surveyed and recommended solutions for hardware and software based upon specific user needsInstalled and configured all current hardware with Windows 10 Pro OS and Office365Assisted in the planning and training for individual password management and IT security procedures in a HIPPA environmentProvide onsite and remote technical support for 13 usersMigrated user data from an existing server to a new local redundant file storage solutionProvided office manager with updates on status changes and completed tasks

Role: ASML/Cymer Desktop SupportScope: Identification and resolution of issues with laptops, desktops, and software Ensuring established procedures are followed for the delivery of IT assets Scheduling the delivery of IT assets with new and existing usersResponsibilities:• Work with customers locally and remotely to identify and resolve issues within Windows 7 Enterprise OS, Microsoft Office products (Excel, Outlook, Word, Lync/Skype for Business), SCCM, and Ethernet/wireless networks • Assign orders for (new hires and upgrades) laptops, desktops, and peripherals to desktop support technicians• Schedule meetings with customers to develop a transition plan when their laptop or desktop is upgraded • Replace parts on HP assets or coordinate onsite warranty repairs with HP technicians • Administer a SharePoint database of orders to ensure access to detailed information was quickly accessible and functioned as a backup to the primary database• Collect information to maintain asset management of computers, monitors, and peripherals• Provide recommendations for process improvement to meet and exceed help desk and desktop support SLAs

Role: IT Services ConsultantScope: Assist with the implementation of a brand new IT (post-merger) help desk and desktop support team by providing information and sharing experiences with an emphasis on policies, processes, and proceduresResponsibilities:• Served as an intermediary between the existing service desk team and the new team post merger • Presented the desktop support team with an existing model for imaging, migrating data, quality control, and delivering of laptops and desktops• Provided guidance on the creation of tickets IT Guardian ticketing system and assisted with identifying • Supported technicians in creating concise, accurate troubleshooting steps taken and entered into tickets• Assisted with the inventory management of computers, monitors, and peripherals• Provide recommendations for process improvement to meet and exceed help desk and desktop support expectations

Role: Desktop Refresh (Windows 7 Migration) Team LeadScope: Lead a deployment team of 6 technicians through the refresh of over 800 users using 55+ different applications. This included moving users from the Windows XP OS to Windows 7 OS and maintaining accounts across two domains in a post-merger environment.Responsibilities:• Managed the day to day activities of the migration team (1 build tech, 3 floor techs, and 2 migration techs)• Oversaw the successful imaging, data migration, quality control, and delivery of laptops and desktops• Ensured scheduled migrations and deployments were met by the migration team• Interacted with users and business management to ensure a smooth user experience for migrated users on a new system• Acted as liaison between existing full time, onsite IT support staff and migration team• Provided guidance and support to key users during the migration to the new Windows 7 image• Provided direction on user support to the floor tech team as well as prioritized daily assignments • Provided daily updates and reporting to project management team• Recommended, designed and implemented process improvements, including training and documentationAccomplishments:Led the migration of (to date) over 800 key business employees considered high priority to the business process.Maintained a high level of professionalism while delivering services that provided consistent user satisfaction.

Role: Desktop Support AnalystScope: Support the advanced IT needs of ~15 San Diego County government offices.Responsibilities:• Install Windows XP Professional and Windows 7 Enterprise, core applications and Microsoft Office products on desktops, laptops and ultrabooks.• Identify application delivery issues • Replace specific hardware components on desktops, laptops and printers • Create tickets and provide updated status to meet SLAs• Update knowledge base with solutions or procedures for improving our ability to deliver exceptional customer service

Role: Desktop Refresh Team LeadScope: Lead a team of 7-8 technicians while addressing any hardware, OS or application issues on-siteResponsibilities:• Provide IT support on continuous life cycle management• Identify issues with data migration procedures and implement effective changes to improve the data migration process• Maintain knowledge base of refresh procedures through the collection of information provided by refresh team and input from management • Schedule the replacement of hardware components with site/office managers to minimize user downtime• Intermediate between HP and the County of San Diego offices for repairs or replacement of all HP desktop/laptop assets and printers in use

Telecommunication engineering- additional detailed information available upon request.