PROVIDED SUPPORT AND MANAGED CRITICAL SYSTEMS IN A MANAGED SERVICES ENVIRONMENTProvided support to hundreds of organizations including Active Directory, Exchange On-Premise, Office365 and Hosted Exchange environments.Used advanced IT toolsets and skills. Provided exceptional value and innovation using the best IT service management platforms and ITIL-based processes to provide IT infrastructure monitoring, and 24×7 help desk support services for increased productivity and simplified IT for business across America.Advised companies in a highly complex information technology environment where businesses are challenged to continue to manage their own technology. Provided progressive solutions to enable companies to grow their businesses for superior end results, taking a customer-first approach in everything I did.

Singularly responsible for all IT support operations for West Sacramento CA, Cerritos CA, Milpitas CA, and users in remote States. Deployed, integrated, and managed 400+ Fabrication, Customer Support, Sales, and Training workstations.Led Sitewide hardware/software installations, oversaw major server upgrade and expansion project that decreased network congestion, and replaced satellite connectivity with Fiber Optic.Re engineered company’s systems setup, optimizing server and workstations performance, installing upgrades, patches, established system monitoring and remote management systems and security protocols. Assisted in the deployment and integration of Manufacturer Grade industrial equipment and software while Ensuring that all server hardware, operating systems, software and procedures aligned with new organizational standards.Acted as escalation point for troubleshooting advanced network/systems issues; consistently earned 100% resolution scores by providing excellent service to internal customers. Resolved issues with Integrated shipping systems by working with Engineers from, FedEx, OzLink, USPS, SAP, and In-House software developers.Trained employees across multiple departments on network operations including login procedures, network management software, permissions, printing issues, security, and use of software.Ensured that all assigned systems were configured and optimized for maximum functionality and availability. Implemented solutions that reduced single points of failure and improved systems up-time to 99% availability.Rectified many issues by instituting best practices in system log analysis, backups, network security, user account permissions management.

Provided comprehensive technical support at the Sutter Health Information Services Helpdesk supporting over 300 locations and more than 20,000 employees. RESPONSIBLE FOR ANSWERING 50-75 CALLS PER DAY WITH AN 60% AVERAGE FIRST CALL RESOLUTION RATE WITH EXCELLENT CUSTOMER CARE to sensitive customers, including doctors, office managers, and nurses. Helped to reduce overall call holding time. Constantly monitored, tracked, and prioritized new incident requests. Helped migrate helpdesk from BMC Remedy to Cherwell Service Management platform. Maintained an excellent track record for end-user and customer satisfaction. Worked effectively in a team environment to exceed corporate goals.Efficiently resolved a myriad of technical issues concerning software installation, hardware functionality, printing, and network connectivity. Assisted users with their daily routine, from remotely mapping shared drives, printers and medical devices to assisting with Microsoft Outlook usage and data file repair and recovery as well as other hardware and software related issues.Provided assistance for applications such as Nuance Dragon 360, Hyperspace Epic EHR, Imprivata Single Sign On, GE PACS Image Archiving, Clairvia Nurse Scheduling, Citrix Receiver, Mobile Iron, Active Directory, and other medical related software and systems. Worked with different departments, staff, engineers, and leadership to provide solutions to customers. Created and updated helpdesk FAQ articles as needed. Completed State approved courses in HIPPA regulations and compliance.

At Front Line Media, I was responsible for designing and implementing website and hosting solutions, managing dedicated servers and network infrastructure, developed marketing plans, and supporting customers as they started or expanded their small businesses and entrepreneurships, providing invaluable advice on a consultant basis. Created many websites utilizing ecommerce and content management platforms. Also created material such as print flyers, business card designs, catalogs, sales sheets, promotional banners, as well as Motion Video animation and footage.KEY RESULTS: Launched and managed Linux based Dedicated Servers running Parallels Plesk solutions, providing web hosting, and voice services for hundreds of customers nationwide while transforming processes/toolsets of geographically dispersed team members into a cohesive, standardized set of solutions Created marketing, training, and other materials and resources such a Merchant Library

Responsible for the management and deployment of Cloud and local onsite servers, workstations, and peripherals such as handheld IR scanners for Health Care professionals, often building from scratch servers and workstations. Worked extensively with Health Care service provider EyeFinity and their OfficeMate and ExamMate office management patient EHR and practice productivity suites targeted at ophthalmologists and other optical professionals.As the SENIOR BACKUP ADMINISTRATOR, I created strategies to deploy, manage, monitor, restore, and protect the critical data of over 500 customers, using many technologies and tools to manage backups at multiple datacenters and local client locations. Worked with many software vendors to provide robust and resilient solutions.Assisted clients, troubleshot and resolved workstation issues remotely. Created web and print based advertising materials. Also assisted with the onboarding process of new clients. Created and updated Knowledgebase articles as needed. Completed courses on HIPPA regulations and compliance.

At Core Care I was responsible for assessing, diagnosing, maintaining and repairing Apple Macintosh hardware and resolving software issues and while providing quality customer care to the customers. I was responsible for Apple computer systems, purchasing hardware/software, and upgrading new hardware as needed.Worked extensively with Apple hardware and software, and Windows under Boot Camp environments. Extensive understanding of the Apple GSW system, as well as Apple Software Diagnostics tools.Key Results: Trained for AppleCare Certification with Apple provided AppleCare Service Training.