Work Location: Regal Medical Group in Northridge CA• Responded to support requests via phone and electronically.• Provided helpdesk support for company software, OS, hardware, network, and printers to employees working remotely or in the office.• Diagnosed and resolved technical hardware, OS, software, network and printer related issues.• Setup and configured new or refurbished laptops and desktops and deployed as necessary.• Coordinated with team leaders to help identify new and emerging issue.• Required ability to multitask with strong time management.• Documented issues within the “Track-It” ticketing system with about a 90% overall ticket completion.

• Delivered White Glove service according to the client’s policy by performing installations, moves, adds, changes and break fixes to desktops and laptops.• Provided daily status reports to White Glove employees via Google Chat and Teams detailing progress and suggesting improvements to meet or exceed expectations.• Decreased the number of tickets referred to the L2 team by a fare percentage by collaborating with new employees so they can understand their capabilities and limitations.• Coordinated with team leaders to identify migration issues, organize, and conduct meetings with end users to align and improve the migration process which helped reduce the creation of tickets.• Educated users on the features of their new system, providing onsite and remote assistance, demonstrating how to operate the system, and resolving any technical issues.

• Resolved customer issues with a high first contact resolution rate, using remote and desk side support, according to client policy.• Performed troubleshooting in a hospital environment which includes, parts replacement, system upgrades, deployments & repair on employee Assets on campus / remote locations when needed.• Deployed desktop workstations, laptops, WOWs (Workstation on Wheels) throughout the hospital campus.• Imaged and configured PCs Laptops, Thin Clients, and WoWs using PXE, SCCM, and Client MGT.• Set up user accounts in Windows/Active Directory and M365 Management Console.• Created and provided reports to supervisors and other team members that detail the status of projects, resulting in improved organization and time management.

• Used SCCM and MDT, imaged, configured and backed-up all computers and laptops for the Windows 10 Migration Project.• Used Microsoft Intune Endpoint Manager to add employees and assets.• Maintained a high software deployment success rate for all desktops and laptops by pushing software and activating Windows through Quest’s Kace manager.• Walked each employee through the setup of recently deployed assets (laptops and mobile devices) by using Bomgar, TeamViewer, and in person, which saves more time from the previous process.• Conducted regular follow-ups with the end-users to ensure full satisfaction and maximum optimization of their newly configured systems.

• Provided onsite Field Service support for ePollbooks (iPads), BAM Printers, CradlePoint Router, UPS, and Ballot Marking Devices.• Collaborated with senior management to update inventory records for out of service or replaced equipment which improved downtime.• Recorded all service tickets in Cherwell ticket system.

• Successfully migrated over 300 systems from Windows 7 to Windows 10, Office 2013 to Microsoft 365, and Mobile devices from Mobile Iron to Microsoft Intune within a 7-month period with a 95%+ success rate.• Full Windows 10 and Office 365 support on both PC and MAC including password resets and new employee setups.• Updated inventory documents on every installed workstation/Laptop which also can include new monitors, keyboards, mice, and any Office move/relocation.• Performed trouble ticket/call resolution which include diagnosis of PC software, Hardware, printer and connectivity issue, advanced problem resolution, Tech support follow-ups, and professional interaction with high profile employees, outsourced IT employees, co-workers, and outside vendors.

• Provided White Glove Desktop Support for over 5000 employees.• Installed and upgraded 900+ PCs from Windows 7 to Windows 10 using an MDT drive or PXE.• Created support documents and How-To’s which lowered employee support calls and helped IT staff resolve issues faster.• Configured all hardware and software as needed on every client Workstation Including Adding to domain, Backup and Restore of client data using either Parsons PC Backup (HP Product), network drives, or Microsoft’s OneDrive. • Other tasks include mapping drives, setup and verify connection of Cisco AnyConnect VPN, Printer setup, SCCM updates and Driver/BIOS updates.• Submitted requests for Firewall exceptions, Asset encryption, Desk phone setup and FIPS disabling exceptions.

• Provided White Glove Desktop Support for over 900 employees.• Installed and upgraded 300+ PCs from Windows 7 to Windows 10 using an MDT drive or PXE.• Created support documents and How-To’s which lowered employee support calls and helped IT staff resolve issues faster.• Configured all hardware and software as needed on every client Workstation Including Adding to domain, Backup and Restore of client data using either External Hard Drives, Network Drives, or Microsoft’s OneDrive. • Other tasks include Mapping drives, Setup and verify connection of Cisco AnyConnect VPN, Printer setup, SCCM updates and Driver/BIOS updates.• Submitted requests for Firewall exceptions, Asset encryption, Desk phone setup and FIPS disabling exceptions.

• Created tickets in the HEAT ticketing system and prioritized on-site White Glove desktop support for Paralegals and High-Profile attorneys.• Managed hardware and software issues, including password resets.• Provided assistance with Cisco Phone systems, printers, and MobileIron for mobile support.• Supported and managed the setup of video conference calls and equipment, leveraging Cisco's WebEx technology.• Ensured secure log-in support for Citrix 'My Desktop' using RSA Secure ID.• Conducted workstation re-imaging, hardware replacements, and addressed escalated tasks.• Played a pivotal role in assisting with third-party tasks and successfully secured approvals for all necessary purchases.