Provide configuration and troubleshooting for an electronic document storage and management software solution. Work with clients to determine current business solution and find way to improve functionality for employees.

Store Support Analyst handling second level escalations, triage, and troubleshooting for over 3000 stores worldwide. Worked directly with in store managers and on site technicians to diagnose and repair new issues, while documenting the steps to resolution for all future occurrences.• Tuned and calibrated traffic flow cameras that stores use for staffing and trending.• Created tools to automate targeted software fixes, which could be applied to any number of devices simultaneously.• Handled online ticketing and phone queues.• Supported Linux, Windows, and Mac OS devices including; registers, tablets, iPods, iMacs, printers, servers, switches, routers, and related peripherals.

Firmware test engineer working with SAS, SATA, and Fiber Channel technologies to support leading Costa Mesa-based chip maker; responsible for developing new tools for automating routine tasks and configuring new server hardware.Supported critical new products/product development to ensure high-quality error free rollouts• Performed firmware validation testing, triaged results, traced errors and coordinated with developers to resolve errors, updated test cases to address new/changing product requirement• Administered JDSU trace equipment used throughout the lab, including software rollouts to all engineers and firmware updates for 30 analyzer chassis’• Developed new trace control program in TCL to run automated error injection tests using the JDSU APIAdapted and revised IT processes to drive higher efficiencies and overall productivity• Leveraged VBA to automatically and efficiently process and upload test results, reducing processing time per result by more than 80%• Took over maintenance of code for internally developed Java libraries• With minimal oversight, utilized Cobbler to create customized profiles for automated installation of Linux and Windows operating systems on new hardware and setup of new servers

Diagnosed and fixed hardware and software problems quickly and efficiently for well-known county agency providing social services support to adults with psychiatric illnesses. Enforced security procedures to protect client confidentiality and ensure HIPAA compliance; supported company’s full IT infrastructure. • Maintained multi-site network stability and VPN connectivity to ensure accurate and secure client medical records • Managed user access to workstations, network permissions, and county records• Promptly solved equipment issues, installed new software, upgraded hardware/peripherals, and removed viruses• Organized rollouts of new workstations and trained colleagues on new operating systems and software• Supported 130 colleagues in 20 program locations, relying on infrastructure of 14 servers and 100 workstations

Point of contact for university students needing technical support• Assisted students in on-campus computer labs or over the phone with computer problems • Helped students activating campus accounts, registering for classes, and access online course materials• Triaged network connectivity problems in university housing• Led trainings on Microsoft Office Suite for students and faculty