Oscar Serrano Email & Phone Number

Commerce, California, United States

City Of Commerce

Solarwinds ITSM development and automation, as well as escalation management. Create reports to reduce SLA times in Solarwinds ITSM. Additionally, I have experience managing MDM with MaaS360, including Apple DEP.I am currently a Service Desk lead and have experience training and developing lower tier technicians. I have also worked on Windows Image management and supported the implementation of the Imprivata tap badge system. Manage Active Directory users and groups. I have a deep understanding of the tools and processes involved in this type of work, and I am skilled at maintaining the security and integrity of user and group information in Active Directory. Creating documentation for new technologies.

Long Beach

• Configured and managed Symantec Ghost imaging solution for enterprise via thirty distribution servers for imaging onsite. • Developed Ivanti Appsense migration tool process for windows 7 to windows 10 deployment.• Upgraded and implemented Checkpoint Gaia with multiple policy servers supporting up to 20,000 users.• Built, managed and maintained Checkpoint GAIA servers for enterprise encryption.• Performed POC’s for new hardware for enterprise deployment.• Developed Windows 10 image with a team of engineers.• Analyzed windows 10 base image issues• Managed daily technical support escalations from the desktop support team.• Adhered to change management model.• Resolved ServiceNow incident tickets regarding software, hardware and networking within service level agreement.• Triaged technical issues and solution logs.• Developed how-to and standard operating procedure documentation • Responded to Citrix XenApp access requests and incidents• Developed and tested Bitlocker encryption automation for the enterprise.• Provided backup for executive support team.

Long Beach, Ca

• Configured cisco VOIP phones using Cisco call manager• Provided escalation point for Cisco WebEx troubleshooting• Escalation point for troubleshooting Cisco 7942, 7941, 7961• Configured and troubleshooting of Cisco Telepresence• WebEx administrator for video meeting and web conferencing• Managed Checkpoint encryption for enterprise providing analytical data to security team.• Installed, configured and supported desktops, laptops and mobile devices.• Managed BYOD via MobileIron MDM portal for android and IOS devices• Citrix infrastructure administration using XenApp 6.5 and 7.X including end user troubleshooting.• Publish applications in StoreFront server and test the application for connectivity.• Citrix user profile management• Management of VMware infrastructure for my assigned applications. • Contacted users for troubleshooting/root cause analysis for proper assignment and prompt resolution for Citrix related tickets• Decommissioned servers based on resource needs assisting with capacity planning• Experienced in troubleshooting and resolving issues in enterprise Citrix environment

• Performed onboarding for new users within service level agreement• Imaged computer equipment via Symantec ghost solution• Maintained conference room audio / visual equipment• Installed Cisco VOIP phones and related hardware• Break fix of computer, monitor and printers• Advanced troubleshooting of software installation• Performed after hours moves and shuffles• Provided remote assistance• Executive Support• Deskside assistance

• Assisting students and staff with personal computers for printing and office needs• Break-fix desktop computers• Maintaining of computer lab computers; approximately 75 computers• Software upgrade installation• Troubleshooting smart phone and laptop Wi-Fi connection issues• Windows operating system upgrading

Hawthorne, Ca

PC TroubleshootingPC upgrades and Sales

Bachelor Of Arts (B.A.), Computer Technology/Computer Systems Technology

Associate Of Arts (A.A.), Economics

Computer Electronics Engineering Technology, Computer Engineering