Carmen E. Email & Phone Number

San Francisco, California, United States

- Install, maintain, and upgrade workstations, desktops, laptops, network printers, and peripherals- Respond to and resolve workstation, application, windows server & VMware virtual VMs related problems- Apply advanced diagnostic techniques to identify problems, investigate causes, and recommend and implement solutions in a timely manner- Update desktop software/applications and maintain documentation on installed applications- Support company-wide IT infrastructure projects such as PC refreshes, new hardware deployments, site acquisitions, and go-lives- Provide guidance and leadership to contract support personnel as needed.- New-Hire IT equipment purchase planning and work with the vendors for quote & PO processing.- Work with Asset Management to maintain inventory of all laptops, desktops, monitors, docking stations, and other components and equipment, complying with standards for deployment and collection of assets.- Manage an IT Ticketing, SLA, Asset & Change/Release Management ITIL/ITSM based Cloud applications (Solarwinds Service Desk, ServiceNOW, SaManage etc.)

San Francisco, California, United States

- Streamlined onboarding process and provided comprehensive assistance to staff in adopting software and tools, resulting in increased productivity and efficiency.- Managed workplace equipment and inventory, ensuring smooth operations and minimizing downtime due to hardware issues.- Delivered prompt desktop support for hardware and software, resolving technical issues and minimizing disruptions to workflow.- Enhanced team effectiveness by creating and implementing processes to improve security, networking, and A/V support for meetings, presentations, and live streams.- Led projects to strengthen the team's capabilities in security, networking, and A/V, resulting in improved overall infrastructure and user experience.- Oversaw the upgrade of all meeting rooms at Discord HQ, significantly improving sound quality and user-friendly experience.- Served as the Workplace Advisory Chairwoman for the Discord DisAbilities Employee Resource Group, advocating for inclusivity and accessibility in the workplace.- Successfully implemented and rolled out the JAMF Mobile Device Management solution to Discord's MacBook fleet of over 1000 devices, enhancing device management and security.- Represented Discord at the Game Developer's Conference 2023, providing technical support to booth staff and speakers, and effectively showcasing Discord's products and services to over 23,000 attendees.

Champaign, Illinois, United States

- Provided exceptional technical assistance and support for desktops, laptops, network connectivity, and business applications, ensuring uninterrupted workflow for end users.- Logged and meticulously documented incidents, accurately troubleshooting reported issues, and promptly escalating problems when necessary, ensuring efficient resolution.- Proficiently set up and supported hardware and software for end users, performed repairs, and enforced security and compliance policies, ensuring adherence to organizational standards.- Collaborated with various departments, leveraging technical expertise to offer consultative solutions, gathering business requirements, and facilitating successful relocations.- Acted as the first responder, delivering prompt and effective technical assistance and support for all reported Information Technology issues, minimizing downtime and optimizing productivity.- Demonstrated meticulousness by logging all calls and activities accurately into the Service Desk application, maintaining comprehensive incident documentation, and ensuring the accuracy of the asset management database.

Urbana-Champaign, Illinois Area

- Demonstrated expertise in in-field troubleshooting and setup of large-scale audio/visual presentation and recording systems in lecture halls, theaters, and auditoriums, ensuring seamless and high-quality audio/visual experiences for users.- Successfully installed and provided support for Office365 and Adobe programs and web apps on both Mac/OSX and Windows devices, ensuring users had access to essential productivity tools.- Offered technical assistance and guidance to users in configuring VOIP software such as Skype and Teams, enabling seamless communication and collaboration.- Maintained network connections for wireless and wired personal and enterprise equipment across multiple local area networks (LANs), ensuring reliable connectivity and optimal network performance.

History

Activities and Societies: Japanese Animation Club Phi Eta Sigma

High School Diploma, High School/Secondary Diplomas And Certificates

The public Highschool for the towns of Bradley and Bourbonnais inside of Kankakee County in Illinois.

Computer Hardware Technology/Technician