David Prado Email & Phone Number

Tokyo, Japan

- Resolve escalated technical issues from the help desk, including network connectivity problems, software configuration, and hardware failures, while providing technical support and troubleshooting for hardware and software issues both on-site and remotely.- Provide support for the securities trade floor, understanding business needs and delivering immediate resolution to incidents and requests within the SLA.- Collaborate closely with the team on escalated incidents and requests within the SLA.- Install, configure, and maintain computer systems and peripherals, including thin clients, HVD, laptops, OEM, and custom PC builds.- Perform disk sanitization, writable block analysis, and disposal.- Collaborate with product owner engineers and external vendors to resolve complex technical issues for business applications.- Participate in change advisory board meetings, UTA testing for future implementations, and global team meetings.- Document all support activities, including troubleshooting steps, resolutions, workarounds, escalations, and other useful information, in the internal wiki.- Provide corporate mobility support and tool administration.

Japan

- Managed the life cycle of IT assets and computer replacements to keep them up-to-date.- Supervised the checking of all incoming and outgoing IT items.- Took care of everything from ordering to deploying IT equipment.- Kept detailed records of assets in ServiceNow.- Checked and tracked IT items, noting any changes or movements.- Created clear guidelines for managing assets.- Set and enforced policies for managing assets.- Ensured assets followed Department of Defense security rules.- Configured assets to meet Department of Defense standards.- Helped manage Government IT items and contracts.- Worked with departments to choose and test replacement devices and set deployment schedules.- Managed the final deployment of IT items to users.

Tokyo, Japan

- Perform rack, build, cabling, configuration, and provisioning of both Inteland AMD servers.- Oversaw server hardware upgrades or custom build installations, configuring components such as CPUs, memory, storage, expansion cards, RAID, GPUs, andinternal cabling.- Executed the rack, cabling, and deployment of Layer 1, 2, 3 networkinghardware, including firewalls, routers, switches, and load balancers.- Conducted network wiring and cabling, employing Ethernet, single and dualfiber optic, AOC, DAC, and various cable components.- Conducted troubleshooting, testing, and quality assurance for server hardware.- Professionally resolved hardware issues through the use of trouble tickets.- Troubleshot and resolved problems related to basic network and operatingsystem installations and configurations.- Monitored and provided assistance for our automated provisioning system fornew server orders.- Monitored and escalated issues with customer servers as necessary.- Installed operating systems, including Windows Server, Linux, and Unix.- Conducted datacenter inventory monitoring of crucial hardware.- Managed hardware component procurement and cross-shipping processes.- Coordinated hardware RMAs and shipping.- Ensured the life cycle management of all in-production and available servers.

Tokyo, Japan

- Demonstrated problem-solving skills for identifying and resolving issues relatedto data center equipment and software.- Proficient in addressing issues at scale through the use of scripting,automation, and specialized tooling within the data center environment.- Conducted troubleshooting for server boot issues and managed image bootprocesses across different flavors of Amazon Linux images.- Expertise in troubleshooting and replacing components in Amazon SimpleStorage Service (Amazon S3), Amazon Elastic Compute Cloud (Amazon EC2), andElastic Block Storage (EBS) media storage.- Monitored and troubleshooted malfunctions or failures in server, storage, andnetworking equipment.- Applied the ability to read and interpret data center diagrams and schematics,enabling effective planning and implementation of upgrades and changes.- Installed and configured new servers, storage devices, routers, switches, andvarious other network components.- Maintained detailed documentation and notations for all server and storageconfigurations, documenting changes in the ticketing system.- Prioritized and met Service Level Agreements (SLAs) for incidents and requests,ensuring customer satisfaction and value.- Identified trends and systemic issues to drive root cause analysis, resolution,and preventative maintenance.- Built relationships, established lines of communication, and influenced policiesand procedures to enhance global data center operations.

Tokyo, Japan

- Provided comprehensive support to internal and external customers acrossWindows, Mac OSX, and Linux desktop environments through in-personinteractions, voice, and chat.- Conducted incident troubleshooting, diagnosing, and resolution of technicalhardware and software occurrences for client PC applications and configurations.- Installed and maintained hardware and computer peripherals, ensuringseamless functionality across diverse operating systems.- Executed image installations, operating system (OS) installations, setup ofOS-compatible software, and managed hardware updates and upgrades forWindows, Mac OSX, and Linux platforms.- Performed installation, configuration, and troubleshooting for user client PCs,IP phones, and video conference systems, addressing network connectivity andconfiguration issues.- Reviewed, fulfilled, resolved, and managed all Incident and Request ticketswithin the service level agreement via ServiceNow.- Carried out installation, removal, cabling, and parts replacement activities forservers, switches, and firewalls within the local server room.- Collaborated with internal IT teams, providing support in both English andJapanese, and coordinated external vendor support for on-site visits.- Assisted with hands-on support for the configuration of local servers, switches,firewalls, and WAN configurations in collaboration with external vendors.- Expanded support to include desktop assistance for Windows, Mac OSX, andLinux platforms, ensuring a comprehensive approach to user support andapplication configurations.

Sasebo, Nagasaki, Japan

- Oversaw the coordination and delivery of contracted projects between SRF andYamaguchi Machinery.- Facilitated updates and modification meetings for contracted work, involvingSRF planners, QA, and Test teams to address planned and unplanned eventsbefore, during, and after repairs.- Acted as a liaison between workers and U.S. Navy personnel, ensuring theprovision of required services, smooth operations, and suitable accommodationsfor work areas and objects.- Conducted necessary and final test operations, fostering collaboration betweenYamaguchi Machinery, SRF, and U.S. Navy personnel to ensure project success.

Fukuoka, Japan

- Managed single-project contracts in Fukuoka region, specializing in data center and business repairs with global IT teams.- Fixed hardware issues with HP and Dell servers, handled inventory checks, and managed parts.- Provided support for IT teams with switches, firewalls, and cables.- Installed and replaced cables, managing different setups.- Installed and configured business networks.- Handled PC setups, upgrades, and repairs for small to large businesses.- Managed support tickets for field assistance with PC troubleshooting and setup.- Provided support for both Windows and Mac OSX systems.

Long Beach, California, United States

-System Administration - Managed the overall system administration for theServiceNow application and undertook the creation and maintenance of users,groups, modules, forms, and roles.- Table Management - Oversaw incident, request, and change tables, ensuringthe integrity of data and the smooth operation of workflows.- Catalog Item Management - Handled the creation and modification of catalogitems, adapting workflows based on the needs of internal customers, including ITteams and process owners. Addressed variables and implemented light scriptingvia JavaScript to manage UI policies and actions.- User and Group Management - To ensure proper access and permissions,created and managed user accounts and groups.- Data Reporting - Conducted data reporting activities to provide valuableinsights into system performance and usage.- Visual Task Boards - Leveraged visual task boards to enhance the visibility andefficiency of task management within the ServiceNow application.- Collaboration - Worked closely with internal customers, including IT teams andprocess owners, to understand and implement changes in the system.- Documentation - Maintained comprehensive documentation covering systemconfigurations, workflows, and user guides.- Continuous Improvement - Actively participated in continuous improvementinitiatives aimed at enhancing the functionality and user experience of theServiceNow platform.- Problem Resolution - Addressed and resolved issues promptly, ensuringminimal disruption to service.

Long Beach, California, United States

- Provide computer help desk support via telephone with end-users.- Perform diagnostics and troubleshooting of system issues, document help desktickets/resolutions.- Assist with physical PC workstation moves and set up.- Read technical manuals, confer with users, or conduct computer diagnostics toinvestigate and resolve problems or to provide technical assistance and support.- Participate in an established rotating on-call schedule, providing 24x7 supporton a periodic basis.- Provide technical assistance and support related to end users, computersystems, hardware, or software.- Answer incoming customer calls and provide assistance by phone in a friendlyand professional manner.- Support end-users with application, computer, desk phone, printer, and basicnetwork-related issues following established policies, processes, and procedures.- Install workstations, laptops, printers, and other desktop-related equipment asdirected by service request tickets.- Assist in moving desktop equipment to different locations.- Responsible for supporting desk phone devices and management software.- Work cohesively with fellow team members, management, escalation points,and vendors to ensure the right solutions are implemented and sustained.