Chris Gates Email & Phone Number

Hesperia, California, United States

• Administer and maintain a large-scale Microsoft InTune & Active Directory environment with 5,000+ users and devices, ensuring seamless user authentication, access control, and group policy management.
• Install, maintain, and upgrade desktops, laptops, servers (Windows Server & Linux), printers, RF/Barcode Scanners, and networking equipment, ensuring optimal performance and uptime.
• Manage a hybrid storage environment incorporating both NAS and Pure Storage SAN solutions to deliver high-performance, scalable storage infrastructure.
• Provide comprehensive support for a diverse user base, proficiently managing both Windows and MacOSX workstations, ensuring seamless functionality and user satisfaction.
• Utilize PowerShell to manage and configure user accounts, and network settings, including IP addresses, DNS, and firewall rules to automate repetitive tasks, optimizing operational efficiency and reducing errors.
• Successfully led the installation and configuration of a new Wi-Fi network in the warehouse, providing reliable and consistent connectivity for all employees and increasing productivity and wireless coverage over 50%.

Remote

• Achieved an average of 30+ resolved tickets per day for customer system problems, consistently providing efficient and effective solutions to end-users through thorough analysis of root concerns, troubleshooting, and.
• Proactively administered remote installations of new software, upgrades, service packs, and security updates for a user base of over 20,000 in a fast-paced hospital setting, ensuring prompt resolution of technical.
• Successfully guided end-users through technical issues related to Citrix, Healthcare Information System, Virtual Computer Desktops, Office 365, and Network Drives, achieving an 80% first-call resolution ratio and.
• Meticulously documented all work and troubleshooting activities in detailed logs and tickets using ServiceNow, Director, BeyondTrust, and Active Directory, ensuring accurate and timely reporting of system issues and.

Riverside, California, United States

• Oversaw on-campus computer labs and instructional equipment, ensuring optimal performance and tailored support to meet diverse course needs.
• Investigated and resolved complex hardware and application issues on University computer systems for faculty and staff, achieving high satisfaction rates and minimizing downtime.
• Provided expert support for Microsoft Windows and Apple Mac OS X computers, including software deployment, patching, training, and troubleshooting, resulting in improved user productivity and seamless system operation.
• Contributed to the creation and maintenance of CBU's computer images, leveraging strong technical skills and attention to detail to ensure consistent system configurations and efficient image deployment.

Ontario, California

• Acted as a liaison between R&D teams and customers to ensure seamless functionality with our APIs and Web Services, resulting in improved collaboration and customer retention.
• Trained, mentored, and oversaw a team of four technical support staff, providing guidance on troubleshooting issues with company software and interface partners, as well as onboarding both customers and staff.
• Conducted pre- and post-sales product demos and training sessions to ensure that all stakeholders' requirements were met.
• Successfully managed escalated tickets, ensuring timely resolution of complex issues and maintaining a high level of customer satisfaction.
• Accurately recorded all work and troubleshooting in tickets in the Salesforce ticketing system, providing clear and comprehensive documentation of all support activities and enabling more efficient reporting and.

Apple Valley, CA

• Implemented Salesforce to improve support process and increase same-day ticket closure rate from 87% to 95%, resulting in improved customer satisfaction and a more efficient workflow.
• Configured and managed Active Directory, including Group Policy Objects, for enterprise setups, and managed users, groups, and policies.
• Conducted training sessions for both technicians and end-users on the usage of company software, systems, and hardware.
• Provided on-site and remote technical support for email, network, telecommunications, peripheral equipment, and system issues, including escalated assistance.
• Installed, repaired, maintained, and upgraded desktops, servers, notebook systems, hardware, and mobile devices.
• Researched new industry technologies and recommended proactive solutions within the environment.