Michael D'Arco Email & Phone Number

Los Angeles, Ca, Us

Santa Monica, California, Us

Sole Support Engineer for our company of approximately 200 direct hires and contractors.• Streamlining, process improvement of a modern I.T. Department.• The primary point of contact for installing, diagnosing, maintaining, repairing, and upgrading most organizational hardware and equipment; approximately 50% Apple / 50% Dell laptops (currently), Zoom rooms/casting, local building infrastructure such as internet and Wi-Fi (work with various internal clients and vendors).• Liaison to third-party support and equipment vendors for support and upgrades.• Device imaging, diagnosis, physical upgrades, repairs, replacements.• Ensure that end user devices and applications are patched daily and that systems meet organizational security baselines. • Work closely with the People Ops (HR) team to onboard new team members and provide guidance on the use of our tools and technologies. Offboarding as well, and retrieval of company equipment.• IT Asset Management including lifecycle, e-waste, and trade-ins.• Mobile device management • Active Directory• Admin and SME for SaaS applications and tools like Google Workspace, Office365, Endpoint Central, OneLogin, Crowdstrike, Zoom, Jira, Kandji, Confluence / Wiki, Slack , TestRails, Replicon, LucidChart, Concur, Lastpass, 1Password.• Updating, monitoring of Falcon / Crowdstrike sensors to Kandji and Endpoint Central. MDMs.• Documentation creation and revisions - Confluence.• Special projects, vetting, and rollouts• Helpdesk and other Queue Manager• Creation of new customer accounts/emails/access to our products.• System and Organization Controls (SOC) audit compliance

Santa Monica, Ca, Us

(through RHT)Windows PC and MAC environment.Key Responsibilities:• Imaging, onboarding, offboarding, and all related apps; Bitlocker, Ivanti, AD, Oomnitza, JAMF, ServiceNow, OKTA, MS Office, etc.• Resolve Level 1 and Level 2 issues. Elevate complex and/or high priority problems to the appropriate support groups for resolution (Service Desk Lead, Manager, etc.)• IT Service Desk - provide technical support through in person, remote, phone, email and chat support (if applicable) to resolve technical end user service and support requests• Diagnose and troubleshoot end user desktop application issues and provide appropriate solution• Follow-up with end users to provide status updates as per service level guidelines (SLA's)• Perform account management and maintenance for various applications and systems (e. g., creates or modifies user accounts and permissions, and performs password resets).• Follow all standard operating procedures (SOP) through the effective use of Knowledge management• Work collaboratively with people across the organization• Support for desktops, laptops, printers, cell phones, and tablets etc.• Support end users in their use of applications such as Microsoft Office, VPN, and MDM (mobile device management) including install, modification and repair. Conference Room support.• Completing requests such as distribution lists, changes to roles/titles/departments, etc. Name changes, provisioning of various apps/licenses.• Special projects - Aged Mac replacement in the environment, organization, inventory. Prep for conventions and special events. VIP home visits.

(payroll/staffing - U.S. Tech Solutions-Workspend, Inc.)• Support in the coordination and deployment of hardware and software.• Telecom rollout to Cisco VOIP Phone system for Adventist Health Glendale campus (approx 900 phones). Planning, deploying, testing, verifying training documents for end users. Cutover and related transitioning. Troubleshooting and resolution for any issues. Retrieval and disposal of old phones. • Retired assets management: collection, organization, inventory, removal, troubleshooting, repair, imaging (consumer and enterprise) for sale or re-deployment of salvageable devices.• Ergotron wall arm build and replacement in patient rooms.

(payroll/staffing - U.S. Tech Solutions-Workspend, Inc.)• Local coordination and planning for Depot Support Services in southern California: Glendale and White Memorial hospitals at this time.• California coordination and planning with other depots.• Intake, inspection, sanitization, testing, troubleshooting, re-packaging, and delivery of Medically Home “home hospital” kits internally.• Cesia platform integrity, inventory, spare part stock, RMA, documentation, process improvement, logistics.• Training and assisting FRN (Field Registered Nurse).

(payroll/staffing - Insight Global) Adventist Health Home Hospital team (AKA "Hospital at Home", or "V-Bed") • Based out of home in Los Angeles.• Training, coordination with Huron (implementation vendor) in short term.• Implementation, documentation vetting (for entire project across CA), with Huron (integration vendor) in short term, and Medically Home/Quest in the long term.• Deployment, testing, troubleshooting, service, and de-installation of Medically Home “home hospital” kits at patient homes. 95% Covid-19 positive patients during pandemic peaks.• Adventist Health Zone 4 - Greater Los Angeles area (25-mile radius of each: Simi Valley, Glendale, L.A.)

International Aerospace and Defense, logistics and supply chain industry. Support for Blue Sky Industries, Inc. as well as Aircraft Fasteners International, LLC. PDQ Airspares, and others (parent company FDH Aero)• Sole support for Blue Sky Industries, Inc., and Aircraft Fasteners International, LLC. Additional support for PDQ Airspares Ltd, and parent FDH Aero. All internationally. (U.S., China, UK, Brazil)• Responsibilities of a Technical Services Analyst (ranging from L1 – L3).• Network and Server support (working w vendors, patching, troubleshooting, etc.).• Active Directory administrator, domain and email administrator, Telephony administration.• Hardware / software installation / support, and IMAC. Support for WIN XP/7/10, O365, FedEx and UPS, conference rooms, VTC, GoToMeeting, VPN, RDP, Wi-Fi. • Process improvement, process documentation, establish industry standards, creation of a knowledge base.• Quantum and TBE (The Business Edge) ERP support.• All onboarding and offboarding tasks.• Asset management, vendor engagement, ordering.• Various projects such as: visitor login system project, O365 migration, and desktop refreshes.

(payroll/staffing - U.S. Tech Solutions-Workspend, Inc.)(Contract states "Sr. Desktop Support Engineer", but they call me "PC Tech". Badges says "Corporate IT", time-sheet says "Consultant".)This role is opening new hospitals and transitioning acquired hospitals as part of EIT (Enterprise Implementation Team). There are multiple projects occurring simultaneously throughout California and occasionally other states. Responsibilities include planning, research, troubleshooting, imaging, deploying of printers, peripherals, workstations for employees and temporary training rooms. I am primarily a Project Administrator, Lead Imager, Active Directory Administrator, and documentation writer. Weekly travel is required. These project sites have included Lodi, Tehachapi, Marysville and Tulare, CA.

(payroll/staffing - U.S. Tech Solutions-Workspend, Inc.)As part of Enterprise Implementation Team -first role was as an onsite resource to manage queues, reduce the backlog, support desktop issues, and special projects at Adventist Health Glendale. Support of WinXP, Win7, Office 2013, Office 2016, O365, applications, Active Directory, Altiris, iPads, carts, thin clients, network, imaging, VPN, credit card readers, etc. Special projects include rollout of Ingenico ipp320 credit card readers, McKesson Web Client, O365 migration, and desktop refreshes. Support of 4,500 users in medical center and remote sites/clinics.

Armonk, New York, Ny, Us

This position is as sole local support for 7 sites in the greater Los Angeles area. Role includes: level 1, level 2 and 3 escalated incidents, requests, special projects, research, troubleshooting, submissions to knowledge base, engaging service delivery management, IMAC, and any other teams when necessary or as part of the process. White glove, impaired, remote, and all types of client support through remote assistance, telephone, and face to face engagement. Support items include but not limited to VM, network, workstations, print devices, scanners, Office 2010, Windows 7, specialized applications such as Bloomberg and Thomson One. Also: Asset management, vendor engagement, migration support, and roll-out triage. *A top performer nationally for SLA and INC/REQ ticket counts.

Round Rock, Texas, Us

Project Manager for Los Angeles area, Project Team Lead, Project Coordinator. Duties include; technical writing, verification, planning, training, inventory, daily status reports, delegation, scheduling, and organization of all Windows 7 migrations; Data transfer, system refreshes, etc. Also, associated support/troubleshooting as related to SOW. Major accomplishments- remote user deployment plan development, leadership, direction for other sites. Phase I - in the Los Angeles area. Phase II - Nationwide, remote. *PROJECT

Round Rock, Texas, Us

Conversion to MS WIN7 / PC refreshes, including data migration. AIG offices in Woodland Hills and Century City, CA. * PROJECT

Albuquerque, Nm, Us

*Purchase Orders/Short term contracts only. Helpdesk tickets; IMAC, troubleshooting, hardware/software, etc. Projects; conversion of acquired sites to Ardent/Lovelace network, moves. Experience with McKesson/Horizon apps.

Menlo Park, Ca, Us

Rollout at five sites for RF card readers. Installation, PC name change, misc changes and upgrades simultaneously. *PROJECT

Fort Mill, Sc, Us

Lead on a number of projects as part of a special projects team. Clients include Walgreen’s, THD, WalMart, Sam’s Club. Upgrades; Pharmacies, Training Rooms, Membership Desks, servers. As well as “Spring Readiness” for THD; Inspect, test, troubleshoot, clean, inventory missing parts for POS and PCs. Also, site surveys for current and upcoming projects.

Fort Mill, Sc, Us

Predominantly NEXTGEN Project; installation/testing and troubleshooting of hardware (servers, POS Systems, UTM/firewall, Wireless, etc.) and software in a retail store environment. Ensure high availability, efficiency and security to all access devices. -Install, configure and upgrade (IMAC) of Access Devices: Personal Computers, Desktops, Blade server, server racks and POS devices, and related peripherals-Support varied Operating Systems including command line scripting -Perform back out and recovery duties-Perform systems conversion by utilizing the customer scripts-Verify software images-Troubleshoot hardware and software related problems for the end users-Perform installation break-fix activities providing installation warranty support-Resolve problems within a identified service level agreement time frame-Provide end-user training on new installations and answer “how-to” questions-Maintain hardware sparing inventory requirements -Perform installation reporting requirements meeting deadlines-Interface with the customers support desk while performing problem resolution-Interface with internal and external support desks to obtain technical assistance-Provide warranty coordination-Determine users’ requirements prior to IMAC performance-Maintain a high quality, clean job site. Also, site surveys for current and upcoming projects.

Armonk, New York, Ny, Us

-Supervision; of team members (IBM and Coops/Interns) to include scheduling, delegation, review, and timesheets.- Hiring; resume review, interviews, and ultimate hiring advisement.-Queue Manager for all incident queues and request groups (ITSM/SRM - Remedy).-Tape Librarian; Lead for all tape backups including Unix , Octel, Etc. using Procomm, Arcserve, and Veritas. -Responsibility for quarterly Sarbane-Oxley (SOX) Physical Security Testing. These include Access Control, Emergency Procedures, Post Outage Review, etc. Suggestions and follow up for process improvement as well.-Responsibility for weekly inventory of PCs.-24/7 on call for network hands & eyes.- Data Center (550 sf); security, environment, and management i.e. upgrades, repairs, etc. hands on or supervision. Provide Cisco Switch hands and eyes, troubleshooting, cabling, and card replacement. Additional meetings & reports scheduled regarding these items as well.-Barcode Scanners;Lead support for wireless & tethered barcode scanners in Albuquerque.This includes troubleshooting, logging, service orders, etc.VTC/ATC (Video Teleconferencing/Audio Teleconferencing);Lead support for all conference rooms, special meetings, etc. This includes set up, instruction, troubleshooting, and testing.Misc;Overall responsibility for task Lists, IMAC Imaging & deployment, break/fix response, Unix support. Reserve static IPs, for printers, etc. and coordinate retiring any previous addresses. Creation of LAN printers names and coordinate deployment/retirement .*Site project lead on an assortment of major projects; switching from ROLM PBX/Phones to Nortel, adding PRI lines to site, IDF closet expansions, Server Room & wiring closets UPS swaps, router & switch upgrades, site ceiling cable remediation, T-1 to DS-3, etc.Supervision and coordination of Cabling & Telecom contractors for maintenance, repair, and projects.Such as additional drops, and new Qwest fiber runs into the buildings.

Armonk, New York, Ny, Us

Provide all forms of desktop support, desktop/laptop re-imaging, and network administration onsite and off. Provide remote assistance using Microsoft Remote Desktop and Microsoft Netmeeting. Tape backups support to include UNIX, Octel, and Win2k using Procomm, Arcserve, and Veritas. Support for Windows 2000 workstation environment, migrating to XP. Supervision of Co-ops, as well as training Co-ops & other helpdesk staff.Site Lead for all Cabling & Telecom;This includes coordination with the home office and Structured Cable Management, as well as NCS/ITS Telecommunications Management.Coordination &/or assistance with changing phone numbers, passwords, access to PBX & Octel Voice Messaging systems.Provide Telecom support for approximately 500 active Telecom extensions. Also, all moves/adds/changes & related privileges such as; COS and voice mail. All hardware & software troubleshooting with support of Telecom contractors.Supervision and coordination of Cabling & Telecom contractors for maintenance, repair, and projects.VTC/ATC (Video Teleconferencing/Audio Teleconferencing);Lead support for all conference rooms, special meetings, etc. This includes set up, instruction, troubleshooting, testing and creation of a new booklet for end users.Barcode Scanners;Lead support for wireless & tethered barcode scanners; troubleshooting, logging, service orders, etc.*Have created a streamlined tracking system for incoming & outgoing bar Code Scanner units available on the network.Space Utilization; Meetings, coordination, and planning with Facilities as Site Project Lead for all moves that include Telecom or PCs.Misc;Reserve static IPs, for printers, etc. and coordinate retiring any previous addresses. Creation of LAN printers names and coordinate retiring any previous.Responsible for quarterly Sarbane-Oxley (SOX) testing “Physical Security”; Access Control, Emergency Procedures, Post Outage Review, etc.Provide “Symmetry” software training for new hires.

Armonk, New York, Ny, Us

Provide all forms of desktop support, Telcom assistance, desktop/laptop re-imaging, and network administration onsite and off. Provide remote assistance using Microsoft Remote Desktop and Microsoft Netmeeting. Tape backups support to include UNIX, Octel, and Win2k using Procomm, Arcserve, and Veritas. Support for Windows 2000 workstation environment, migrating to XP.

Albuquerque, Nm, Us

Network administrator for mixed NT 4.0, Windows 2000, Windows 2003 environment. This includes adding user groups, setting rights, maintaining all users, and monitoring local and wide area networks. Workstations are MS Windows 98 and Windows XP with Microsoft Office Suite.Production of databases, data collection, and database reports. Overall responsibility for department hardware, software, backups, and equipment maintenance at all five campuses of the community college. This includes network and local printers.Responsible for research and implementation of software programs and hardware for network and workstations. Setup, configuration and maintenance for Norton Antivirus Corporate Edition servers & clients.Responsibility for all web presence regarding Assessment Services and Health Services departments. Train/mentor staff in use of all hardware and software. Ensure a safe, clean, secure and operational learning environment. Supervision of student employees. Graphic design, development of forms, development of flyers, development of manuals, development of signs. Overall responsibility for entire departmental inventory. Representation for department at various committees and meetings.

Irvine, Ca, Us

Hardware, software & all facets of computer systems troubleshooting. Individual as well as conference call environments experience. Dos, Win 3.x, win95, win98 operating systems, internet connectivity, etc.Acting senior position on a regular basis.

Business Administration/ Communication Courses

Mcp, Mcse

Microsoft Certificates