Dynamic interface between the client and the IT infrastructure | Provide, repair, and configure client computer systems, end-user devices, and related accessories | Manage user accounts and aid with various cloud and software applications | Troubleshoot system and account issues | Drive efficiency and effectiveness using creativity and critical thinking skills | Seek to improve department communication and clarity with clients• Provide resources and solutions to manage, respond to, and assign internal IT help desk tickets.• Support user hardware/software needs via telephone and remote connection/access tools• Asset Management - Full Cycle. From set up of new devices, to reclamation, disassembly, and industrial recycling for all IT computer and phone assets.• Maintain accurate and complete documentation for company policies and procedures• Create unique solutions for efficiency and streamlining processes• Collaborate with internal personnel and external client using active listening and problem-solving skills• Perform routine PC, Apple, printers, and related device maintenance and updates for performance efficiency

• Original On Site tech for SLC office (moved to CA for family reasons as Remote Tech)• Dedicated Tech for all MPI Outliers and three satellite offices• Interface directly with Altiris Admin, Telcom, Network Engineers, Software Dev Teams, and Asset Manger on department specific projects, from individual and local to company wide levels. • Service Now Ticketing System • Altiris - Software deployment, systems management, and asset management • Hardware \ Software Support : Desktops - Laptops - Server Blades - Switches - Security Systems - Phones - Local and Network Printers - Win7 - 10 - MS Office 2007, 2010, 2016 - Altiris - Service Now - Cisco - Dameware - Sophos - Aspect• Asset Management - Full Cycle. From set up of new devices, to reclamation, disassembly, and industrial recycling for all IT computer and phone assets.• 10-20% travel for offices as needed for all sites as needed for absent techs or projects for sites with out dedicated technicians.

• Conducting state wide audit of systems.• Maintaining communications between customers, techs, managers, and developers.• Interacting with a dynamic array of individuals in each level and position within the state. • Training new team members on process and changes in the work environment. • Monitoring applications and processes within the project • Determining functional needs of applications and implementing process efficiency at both team and individual levels

Professional Musician

• Managed team of 7 techs.• Policy creation and definition. • Process and Knowledge Base creation • First Point Of Contact for all customer requests. • Responsible for all case routing, assignments and escalations • Provide root cause analysis on all cases • Asset Management and Logistics Coordination • TELCOM support on CISCO IP PHONE system for both hardware and software platforms.• Apple iDevice support.• Support and Management applications include Jira & SCCM

• Provide root cause analysis on all cases • Provide Asset Management and Logistics Coordination • Provide TELCOM support on CISCO IP PHONE system for both hardware and software platforms.• Responsible for thorough and accurate case documentation.• Blackberry & iPhone support.• Provide first hand assistance all IT Security cases • Adhere to existing knowledgebase solutions, advising & contributing corrections & updates as discovered.• Support and Management applications include Altiris, Remedy, and SCCM• Supported all Emergency Calls.• Liaison between SD team and all IT groups at Irvine Headquarters. Helpdesk L1, Logistics L1, Logistics L3, and Telcom.• Asset Management - From set up of new devices, to reclamation, disassembly, and industrial recycling for all IT computer and phone assets.

Upper Deck – Scripps Hospital – RX Pharmaceuticals • Asset management projects• Desktop Hardware Migration Projects• Liaison support between the technology team and end users• Contribute \ Update process documentation• Local and network printer support. • Windows system configurations and installations• Macintosh system configurations and installations• 80% first call resolution 20% escalations - 1 of 18 techs supporting 16,500 clients• Analyze and troubleshoot hardware and software problems• Service all calls via phone, Remote Assistance, and Net Meeting.• Utilize internal external knowledgebase’s for implementing resolutions• Documented new finds and resolutions for internal knowledgebase• Account support via Active Directory, trouble shoot Citrix and Oracle apps in relation to IE7 and Firefox.• Support VPN – RSA apps, Network related connectivity issues. • Determine escalations when required

Responsible for day-to-day IT operations for over 600 doctors and scientists. •Technical problem-solver specialist and root cause analyst for all hardware/software solutions.• Desktop Migration Lead - Liaison support between the technology team and end users• Support specialist for both standard and non-standard applications and hardware• Implemented configurations between desktops and scientific devices \ lab machines• Lab Machine \ Lab PC hardware and software support • Coordinated support with vendors and worked with vendors when needed to perform repairs and upgrades• Experienced user of Altiris ticketing system • Asset Management for 600+ users and 1600+ PC’s• Contributed process documentation of all new instances to the knowledge base• Local and network printer support. • Windows system configurations and installations

• Dedicated Support to 450 clients via RDT, Email, Walk-Ups, and internal ticketing system.• Supported Win 98, NT, 2000, and introduced and migrated division over to Win XP• Support specialist for standard and non-standard applications and hardware • Daily call volume per tech averaged 16-20 against the expected 3 per day • Contributed process documentation to knowledge base of all new installation processes• Provided local and network printer support • Installation and repairs of all operating systems & software’s used in an Enterprise environment • Asset Management - From set up of new devices, to reclamation, disassembly, and industrial recycling for all IT computer and phone assets.• Data Recovery - from soft & mechanically failed or failing drives• Image creation & backups of any hard drive configuration • Consistently met productivity goals and maintained high customer satisfaction