Dennis Magbata Email & Phone Number

Carlsbad, California, United States

Carlsbad, California, United States

Carlsbad, Ca

• Manage inventory and ensure capacity for remote access tokens and maintain accurate inventory and consistent configurations• Full ownership of Level 1 and 2 tickets and task queues, engaging with technicians that tickets are being handled and escalated as needed• Develop Service Level Agreements for Desktop Systems team including but not limited to: average ticket handle time, new hire computer request SLA, computer replacement SLA, etc.• Ensure that regular training and appraisals are provided to staff to ensure that each member of the team is able to provide the best level of customer support• Implement staffing and scheduling models to ensure guaranteed coverage to the business• Supervise a team of Level 2 desktop systems technicians, including the hiring and terminations of Desktop Systems employees• Responsibilities include employee career path, training, coaching, timesheet approvals• Drive all Desktop Systems projects; reporting milestones and key achievements to senior management• Ensure legal compliance by tracking and maintaining machine images and data back-ups, monitor and test performance/quality regularly, proving statistics and reports• Administer client hardware, virtual machines, operating systems, applications and infrastructure services, including: Complete proactive maintenance task and even-drive task or incident for ongoing health, resolved user-request task or incidents, patch and upgrade systems regularly to minimize business risk• Manage services provider vendors for daily support or long-term performance as needed• Manage SCCM DP for all clients; deploy packages, test packages prior to deploying to production.

Carlsbad, Ca

• Manage all escalation tickets in L1/L2 queues, all tickets are properly updated and solved with in SLA• Provide guidance to L1/L2 on finding resolution to resolve TSK and INC request• Manage CMDB and audit systems making sure inventory are properly tracked• Administer solutions and monitoring tools for orchestration, performance and capacity, ensure ongoing client security, including antivirus solutions, incident response procedures. • Resolve security incidents in partnership with IT peers as needed• Manage customize software and deploy silently throughout the company using Altiris• Manage Altiris RS to make sure clients are backing up clients data onto server• Manage large departments moves and finishing on a timely manner• Work in accordance with standard procedures in collaboration with Infrastructure Engineering team peers as needed• Resolved incidents, including 24x7 OnCall by automated alert or user escalation as needed• Complete operational task as requested buy users or peers or self-identified • Proactively provision client hardware and virtual systems to ensure capacity and performance for all users• Manage corporate image for clients and provide to technicians to deploy to new systems. • Document process: troubleshooting systems, software\​application installation and configuration, and escalation

Carlsbad, Ca

• Manage phone queues, to ensure calls are being answered assisting internal customers and log tickets into Marval ticketing system• Provide walk-in support for users, while manning the phones and assist them with support.• Troubleshoot escalation tickets from L1/L2 tickets and resolve in timely manner• Rebuild laptops, desktops, MACs and upgrade systems transfer data• Manage administrative rights to clients systems and clients infrastructure services• Setup new hires and deploy new systems: Desktops/MAC, IP phones and enabling network connections• Manage print services: replacing toners, placing services call to vendor to fix printer, replaces production printers.• Support all shipping and manufacturing thing client systems and printers• Support and configure Citrix based applications• Add new user in Windows Server 2003 via Active Directory• Guide and mentor Level 1 Technicians on troubleshooting, creating process and documentation. • Procure and configure corporate cellphones: iPhones, Blackberry and setup corporate plans and setup emails on devices• Setup Outlook e-mail using MS Active Directory and user data archiving

Troubleshoot school PC's, replacing hardware, re-imaging PC's, transfer data, install software, deploy new PC, asset management,

Information Technology

Associate'S Degree, Network And System Administration/Administrator