Direct IT support for the City of Oakdale, CA.

Provided MSP services to over 120 businesses.

Service Desk Lead and all-around, go-to person that gets results. Routinely took calls and worked support requests to meet Support Level Agreements (SLA) and keep the request queue at a manageable level, Relied upon to work the most complex service and incident requests.. Served as Project Manager, implementer and lead support for BMC RemedyForce, BMC Client Management, Zscaler, Trend Micro Vulnerability Protection, Office 2016 upgrades and Internet Explorer 11 upgrades. Developed, maintained and distributed desktop and laptop images to other IT Staff and vendors. Supported Server, Network and Security Managers in completing projects and gathering statistical data. Coordinated and managed several site closures and redistribution of IT resources. Managed and maintained cellular services and device procurement. Developed and implemented onboarding and off boarding processes for all employees.

Provided Tier 1&2 support to over 3000 users worldwide. Created and maintained user accounts for domain and functional systems. Configured and deployed desktops/laptops. Created and maintained multiple image products to expidite desktop/laptop deployments. Provide direct support for hardware and software issues. Configured and deployed various smartphones. Provided query support for IBM AS/400 applications. Assisted users with software installations and upgrades. Monitored server backups. Processed JD Edwards product builds. Provided scheduled after hours support after regular business hours and weekends.

Responsible for daily backups of all critical systems. Accomplished hardware and software configurations, maintenance and support for all company servers. Configured all desktop and laptops systems for users. Created and maintained all Active Directory (AD) accounts and Exchange (2003 and 2010) email mailboxes. Upgraded Exchange 2003 to Exchange 2010. Upgraded three Server 2003 Domain Controllers to Server 2008 R2. Maintained Cisco network switches and routers. Documented software installation and network configurations for all software and hardware systems using MS Office and Visio products. Evaluated and disseminated all required software patches to all Windows Server 2003/2008 and Windows XP, Vista and 7 desktops/laptops. Configured and maintained Cisco VOIP network and telephones. Evaluated systems and provided feedback to management on future networking needs. Provided 24/7/365 on call support.

Project manager and administrator for smartphones provided to all command positions throughout the base using various Smartphone devices. Managed and created AD user accounts and Exchange (5.5 and 2003) mailboxes for roughly 12,000 user accounts. Provided Tier 2 support for all base software and hardware. Developed system images to expidite mass deployments of new system deployments. Managed a multi-million dollar information technology inventory. Provided and evaluated hardware and software solutions to base units to meet growing requirements for training of personnel. Developed and implimented a disaster recovery plan for disaster preparedness. Provided 24/7/365 on call support.

Stationed in Fort Ord, CA 1990-1994 & Stuttgart Germany 1994-1997