William Munoz Email & Phone Number

Downey, Ca, Us

Provide System Analysis/Multi-faceted Desktop management on ServiceNow. And Network support for Publicis Colleagues and remote offsite users in California and other states. Home office setups, mobile workforce using CheckPoint VPN, InTune MFA, iPhone 13-14 Pro [Max], iPad Mini;11-12.9in/Pro with iOS16+ on [InTune MFA, MS MDM only Apple MDM via Jamf Pro] via Office365 Web Portal. Managed Third-Party Vendor Contracts.• Managed and monitored HP/Lenovo/macOS 10.15.7, 12.5, 13.0+,13-inch & 14-16-inch MacBook Pro/Air Laptops, supported local macMini Late 2014 – 2023 desktops, MS AD via Azure Portal on Server 2019 for cluster replication. Remotely managed users with Bomgar client or SCCM to install or patch Laptops & Desktops with the latest patches using various HP/MacOS Monterey/Ventura devices used default images from SCCM/Apple macOS Recovery Mode Boot options and Kandji Blueprints to set up MS Office365 licenses via MS Office365 Admin Online Portal to move or update Licenses. Backed up and removed User Profiles with customer settings via OneDrive/Box Drive or User Drives to Onboard/Offboard users SSO service support with AD Password Resets/Okta account suspension, Software installation was self-serviced, managed connections via Bomgar Beyond Trust, network Backups via AWS/Azure Cloud service, ADP Support, DHCP Reservation via Infrastructure Team, DNS, WINS support via Engineering Team, ADT Camera System support, and Ricoh MFP support.More Tasks to add via Resume.

Provide System Analysis/Multi-faceted Desktop management on Zendesk. Mobile workforce using no VPN only Okta MFA, iPhone 13-14 Pro[Max], iPad Mini;11-12.9in/Pro with iOS16+ on [Okta v.1.9.1-2022.10.1C MFA, no MS MDM only Apple MDM] via Office365 Web Portal. Managed third-party Vendors.• Manage and monitored HP/Lenovo/macOS 10.15.7, 12.5, 13.0+,13-inch-16-inch MacBook Pro Laptops, supported local macMini Late 2014 – 2020 desktops and ESXi Server 6.7.0[vmKernal 13981272] for MS AD on Server 2019 for cluster replication. Remotely managed with Bomgar client or SCCM to install or patch Laptops & Desktops with the latest patches using various HP/MacOS Monterey/Ventura devices used default images from SCCM/Apple macOS Recovery Mode Boot options and Kandji Blueprints to set up MS Office365 licenses via MS Office365 Admin Online Portal to move or update Licenses. Box Drive, One Drive to Onboard/Offboard users SSO service support with AD Password Resets/Okta account suspension, Software installation was self-serviced, managed VMware ESXi Hosts VM environment, network Backups via AWS Cloud service, Paycom Support, DHCP Reservation via Meraki Dashboard, DNS, WINS support via Engineering Team, Meraki MV22 Camera System support, and HP MFP support.• Co-opted Box support. Exchange support is via Exchange Online Licensing and support via MS Azure & MS Endpoint Manager, Exchange Online Portal user troubleshooting, AD support via AD Console Root connection for AD containers or Azure AD online Portal, e-mail distribution list support, and Shared Mailbox Support. Limited access to co-op network appliances like Cisco Firepower Firewall, Meraki MX100 [MS120] Non-POE or POE series Switches, and Meraki MR45-MR2 Access Points. Box/One Drive Support and administrative tasks posted in Asana, Zoom Meetings support via Zoom Room Management portal, used macMini/iPads/Neat Bar/Yealink Zoom Appliances. Managed access to doors via Kisi Door Access system replicated through LDAP, VoIP YeaLink T465

Provide System administration/Desktop support on Zendesk. and Network support for HED Colleagues and remote offsite users in California and other states. Home office setups, mobile workforce using Palo Alto Global Protect VPN client v.6.0l0. +, iPhone 13 ProMax, iPad Mini;12.9in/Pro,11Pro with iOS15+ on [Okta v.1.9.1, MS MDM] via Office365 Web Portal. Vendor Management.• Manage and monitored HP/MSI Creator/Stealth Laptops/macOS 10.15.7-Laptops, supported local desktops and Citrix Servers for Production services via Citrix Desktop, and Apple iPads. Apple TVs remotely managed users with Bomgar client or SCCM to install or patch Laptops & Desktops with the latest patches using various HP/MacOS Catalina devices used default images from SCCM/JAMF Pro to set up MS Office365 licenses via MS Office Portal to move or update Licenses. Backed up and removed User Profiles with customer settings via MS One Drive or User Drives to Onboard/Offboard users SSO service support with AD Password Resets, Software installation was managed via DFS Share Drives from DC Hosts, managed connections via Cisco Any Connect v.4.5/Palo Alto Global Protect VPN/ bugs, limited access to Citrix Desktop VM environment, network Backups via Nasumi/AWS archive, ADP Clock support, DHCP Reservation, DNS, WINS support via Engineering Team, limited Camera System support, and limited MFC Xerox support.• Co-opted Box support. Exchange is via Exchange Online Licensing and support via MS Azure, Exchange Online Portal user troubleshooting AD support via AD Console Root connection for AD containers, e-mail distribution list support. Manual software installation via SCCM/JAMF Software push/PDQ Deploy, Limited access to co-op network appliances, Switches, and Access Points. Box/One Drive Support and administrative tasks Azure DevOps Boards, Zoom Meetings, MS Teams A/V rooms via Poly Group500/700 codecs.Q

Provide System Administration/Desktop management for DevOps on ServiceNow and Network support for CNB Colleagues and remote offsite users in California and other states. Home office setups, mobile workforce using Cisco Any Connect VPN client v.4.+, iPhone 12 ProMax, iPad Mini;12.9inPro,11Pro with iOS14+ on[MobilePass+ v.1.9.1, MS MDM] via Office365 Web Portal.• Manage and monitored HP/Lenovo Laptops/MacOS 10.15.7-Laptops, supported local desktops and Citrix Servers for Production services via Citrix Desktop, Apple iPads. Apple TVs, remotely managed users with Bomgar client or SCCM to install or patch Laptops & Desktops with latest patches using various HP/MacOS Catalina devices used default images from SCCM/Jamf Pro to set up MS Office365 licenses via MS Office Portal to move or update Licenses. Backed up and removed User Profiles with customer settings via MS One Drive or User Drives to Onboard/Offboard users SSO service support with AD Password Resets, Software installation was managed via Share Drives from DC Hosts, managed connections via Cisco Any Connect v.4.5 bugs, limited access to Citrix Desktop VM environment, limited access to network Backups, ADP Clock support, DHCP Reservation, DNS, WINS support via Engineering Team, limited Camera System support, and limited MFC Xerox support.• Co-opted Box support via BATS-Digital Delivery Team for Colleague Service support with limited access. Exchange is via Intermedia and Limited Exchange Online Licensing and support via MS Azure, Exchange Online| user troubleshooting AD support via AD Console Root connection for AD containers, e-mail distribution list support. Manual software installation via SCCM/Limited Jamf Software push due to compartmental teams, Limited access to network applicances, Switches, and Access Points. Box Support and administrative tasks. Managed Third-Party Vendors for integrations.

Mclean, Virginia, Us

Provide System administration/Desktop support on ConnectWise Manage v. 2020 .4. Connectwise Automate Server 2021.2(Patch 2) and Network support for 153+ Users at Popcornopolis and few offsite users in California Home office setups, mobile workforce using Sophos SSL VPN client v.2.1, iPhone 12 ProMax, iPad Mini;12.9inPro,11Pro with iOS14+ on[MS Intune, MS MDM] via Office365 Web Portal.• Manage and monitored Dell, HP, Lenovo PC Desktop/Laptops/MS SurfacePro7-Laptops Go systems, supported local desktops at this Food manufacturing facility, and VMware Servers for Production services using Allen Bradley PLCs with Redzone on Apple iPads. Apple TVs, remotely managed users with ConnectWise Automate to install or patch Laptops & Desktops with latest patches using various Lenovo/HP/Dell/MS Surface devices/MacOS 10.7-12 iMacs, used default images from Manufactures to set up MS Office365 licenses via MS Office Portal to move or update Licenses. Backed up and removed User Profiles with customer settings via MS One Drive or User Drives to Onboard/Offboard users since SSO not set up, Software installation was managed via Share Drives from DC Hosts, managed connections via Sophos SSL VPN v.2.1 using Sophos User Portal, limited access to VMware vCenter 6.0+, limited access to Veam Backups, ADP Clock support, DHCP Reservation, DNS, WINS support via Engineering Team, limited Camera System support, and limited MFC Xerox, HP, Zebra Printer support.• Co-opted Win7 migration to Windows 10 Pro 20H2 64-Bit, MS AD 2012, and MS 2008 R2 Server support with limited access. Exchange is via Intermedia and migrating to Exchange Online Licensing via MS Azure, Exchange Online| user AD support via AD Console Root connection for AD containers, e-mail distribution list support. Manual software installation via DC FileShare, Limited access to Ubiquiti Router, Switches, and Access Points, & supported Sophos XG310 Firewall configuration.

Brisbane, Queensland, Au

• Managed and monitored PC Desktop/Laptops/Tablets systems, supported local desktops at this facility and Citrix Desktop for remote users, installed and supported installations of MS Office 2016 via Office 365, re-imaged and backed up data on HP ProDesk desktops, HP EliteBook laptops, Dell Latitude 7400 2n1, iPhone 8, Xr, 11Pro on iOS13.3+ with MS Intune with Azure Portal, Office365 Admin Portal, supported iPad Pro and HP Elite tablet, remote services to connect to Citrix VM on Xen Server, VMware vCenter v.6.0 w/Limited access to server back-end, ADP for HR, third-party client installations via Software Centre on SCCM v.1902 software packaging via Client & Infrastructure team, Zscaler Client v. 1.4.0.188, DHCP Reservation, DNS, WINS support, IP camera systems, and multi-function printers, Remote Support via SCCM Remote Tool, RealVNC, or LogMeIn—managed Third-Party Contracts for Infrastructure integrations, AV, Security.• Co-opted Win7 migrations to Win10 Pro 64-Bit, MS AD 2008-2016 & Exchange 2012-2016, Exchange Online user AD support via AD Console Root connection for AD containers, e-mail distribution list support, Palo Alto Global Protect VPN Client v.4.0.8-4, Cisco Meraki MR33 802.11 Wireless user support via Meraki Dashboard User management portal, limited Juniper Switch support via Verizon Network support, limited Cisco 2961 Port support via CLI limited access, assisted with Verizon Overture MPLS issues on Cisco 4351/Verizon Modem: Backup Level 3 Circuit via Cisco 3945, Exinda EXA3062• appliance limited support, VoIP systems handled by Cisco Call Manager v.10.5.2.12901-1 with Cisco 8845, 8861, 8831 Conference RM phone, on migrating VOIP using Polycom VVX601, RealPresence Group500 & RealPresence Touch Panel, & Trio 8800 IP Phones, managed Projects for Ethernet via SummitRiser, IP Cameras from S2 Net Box, Cisco Meraki Public Wi-Fi, Used a Bid System to award Third-Party vendors for project management and solutions to site locations.

Aachen, North Rhine-Westphalia, De

• Managed and monitored of PC Desktop/Laptops/Tablets systems, installed and supported installations of MS Office 2010/Office 2016, reimaged and backed up data on Lenovo and HP desktops, HP EliteBook laptops, T-Mobile Blackberry OS10 Q10’s on BES10/Samsung S7 Androids, and Pro Surface Tablets, setup Terminal Services, supported TimeForce Server 1.1 migration to ADP Server support, supported SAP 7.3.10 client installations and user resets, and provided MAC OS and Lion MacBook Pro’s support, WinDSX v.3.10.7 Server support, and IP camera systems, as well as Zebra 140/170Xi4 printer support, Sato 408e support, HP 601m/Kyocera/Canon printers of all models.• Migrated Win XP/Win7/Win8 to Win10 MS AD 2008-2016 and supported users of Exchange 2012-2016 cloud-based folders, provided e-mail distribution support, firewall support, Cisco 1602WAP 802.11 Wireless user support, limited Juniper Switch support, limited Cisco support, assisted with AT&T MPLS issues on Cisco modems, riverbed appliance compression limited support, and managed projects for Ethernet, IP Cameras, Public Wi-Fi, Used a Bid System to award vendors for project management and solutions to site location.

• Managed and monitored of PC Desktop systems, installed and supported installations of MS Office and support connections to the archive for executive users and normal users from MS Outlook 2007 upgrades to Office 2010 or 2011 MAC versions, reimaged and backed up data on laptops, iPads, and Microsoft Windows 8 Pro Surface Tablets systems, setup Citrix VDI environment.• Trained and supported MS Outlook during Win XP and Win7 migrations, provided MS AD 2003-2008 & Exchange 2010 user support on networked folders, e-mail distribution support, Websence Firewall support, 802.11 Wireless user support using Windows wireless client, iPhones 4 and 5 support, iPads 1,2, 3 support. HP, Konica-Minolta, Sharp, and Ricoh multi-function printer support.

Orange, Ca, Us

• Providing Desktop support on Cherwell, v.3.4e, Ticketing system and Network support for 1000 + users, including those at remote facilities as well as the mobile workforce using Cisco Client VPN v.7.0, AT&T Aircards, iPhone 4&5, iPad 2 & 3 support. • Managing and monitoring of PC Desktop systems via SCCM v.2008, or WindowsXP / Win 7 SP1 through RDC, installed and supported installations of MS Office 2010 & 2011 Mac & Win client to support connections to the Archive for executive users and normal users from MS Outlook 2007 upgrades to Office 2010 or 2011 MAC versions, reimaged & backed up data on HP Desktops Compaq Pro dc7600-7700 & 6200 Pro SFF) & HP Laptops (dv6t-7200), iPad 2 &3 (AT&T, Verizon & Sprint) & Microsoft Windows 8 Pro Surface Tablets systems, setup VMware Desktop v. 5.1, SCCM 2008 Deployment Server, Forefront v. 2010 support, supported Oracle v.10g 10.2.*/v.11gR2 clients, Citrix Online v.12.1.0.30, Citrix Receiver 4.0.1 & Delivery Service Console v.3.0 plus VDI connections, supported some PeopleSoft, Lawson Portal v.9, Great Plains v., & MAC OS X Leopard & Lion MacBook Pro’s support.• Training and support of MS Outlook 2010 v.14 & MS Outlook 2011 SP1 client support during Win XP and Win7 migrations, MS AD 2003-2008 & Exchange 2010 user support on networked folders, e-mail distribution support, Websence Firewall support, 802.11 Wireless user support using Windows wireless client, [AT&T,Verizon, & Sprint] iPhones 4&5 support, iPads 1,2, 3 support,. • HP, Konica-Minolta, and Ricoh multi-function printer support.

Los Angeles, Ca, Us

• Providing Desktop support on Heat, v.9.0, Ticketing system and Network support for 2000 + users, including those at remote facilities as well as the mobile workforce using Juniper Client VPN v.7.0, AT&T Aircards. • Managing and monitoring of PC Desktop systems via SCCM v.2007, or WindowsXP/7 RDC or VNC v.4.*, installed and supported installations of MS Office 2007 & 2011 Mac & Win client to support connections to the Archive for executive users and normal users from MS Outlook 2007 upgrades to Office 2010 or 2011 MAC versions, reimaged & backed up data on Dell Desktops Optiplex 690 -790) & Dell Latitude (D630-E6420), (Lenovo Laptops (T60-T61) & Lenovo Desktops (M55-M58 models) systems with SCCM Deployment Server, MacAfee v. 8.77 or 8.88, support, supported Oracle v.8.19/v.9.20, Citrix Delivery Service Console v.3.0 plus VDI connections & XLO, supported PeopleSoft, & MAC Laptops OS X Leopard & Lion.• Training and support of MS Outlook 2007 SP3 & MS Outlook 2011 SP1 client support during Win XP and Win7 upgrades, MS AD 2003, 2008 & Exchange 2010 user support on networked folders, e-mail distribution support, Windows Firewall support, 802.11 Wireless user support using Windows wireless client, AT&T iPhones, iPads,. • HP, Lexmark, and Ricoh multi-function printer support.

Burbank, California, Us

• Providing Desktop support on Manage Engine Service Desk, v.7.6.0 Build 7610, Ticketing system and Network support for 850 + users, including those at remote facilities as well as the mobile workforce using CheckPoint Secure Client VPN-1 v. NGX R60, Sprint Aircards & Lenovo Laptops. • Managing and monitoring of PC Desktop systems via LanDesk, or Windows Remote Desktop remote connections or VNC v4.*, installed and supported only executive from migration project of Lotus Notes v.8.5 to MS Office 2007 & Outlook 2007 upgrades during our migration, reimaged & backed up data on Lenovo Laptops (T60-X301 (T400+ models) & Lenovo Desktops (M52-M58 models) systems with LanDesk Deployment Server & Symantec Ghostcast Server v.11, Symantec Endpoint v. 11.0.5002.333 support.• Training and support of MS Outlook 2003 SP2 & MS Outlook 2007 SP2 client support during upgrades, MS AD 2003, 2008 & Exchange 2003 user support on networked folders, e-mail distribution support, Windows Firewall support, 802.11 Wireless user support using Windows and Lenovo Wireless client, and Blackberry Manager v.4.1.6.9 & v.6.0 AT&T, & Sprint Cell phones. • HP, Canon, Xerox copiers, and Ricoh multi-function printer support.

Irvine, California, Us

• Providing Desktop support on BMC Service Desk Ticketing system and Network support for 3100 + users, including those at remote facilities as well as the mobile workforce using Cisco VPN v. 5.X, Verizon Aircards & Netbooks. • Managing and monitoring of PC Desktop systems via LanDesk or Windows Remote Desktop remote connections or VNC v4.*, installed and supported only executive MS Office 2003 & 2007 upgrades during our migration to Office 2007 & various Citrix internal programs, reimaged & backed up data on Lenovo Laptops (T60-X61 (T200-T400 models) & Dell Desktops (Optiplex 270 - 780 models) systems with LanDesk Deployment Server & Symantec Ghostcast server v.11, McAfee v. 8.5-8.7 support, support of SQL Management Studio Server 2008 for SQL processes.• Training and support of MS Outlook 2003 SP2-SP3 & MS Outlook 2007 SP1 client support during upgrades, MS AD 2003, 2008 & Exchange 2003 user support on networked folders, e-mail distribution support, Great Plains v10 & Citrix v11 user support, Windows Firewall support, 802.11 Wireless user support, and Blackberry Manager v.4.1.6.9 & Verizon Cell

Newport Beach, Ca, Us

•Providing Desktop support on Remedy, Manage Engine Ticketing system and Network support for 1500 + users, including those at remote facilities as well as the mobile workforce using Sprint or AT&T Aircards to remote via Citrix, Cisco VPN v.5.0 +, or using remote desktop thru Citrix on a tethered Blackberry. •Managing and monitoring of PC Desktop systems via Altiris, Symantec Ghostcast Server v.10, or Windows Remote Desktop remote, Bomgar, Timbuktu Remote connections for Mac OS X Leopard, installed and supported all MS Office 2003 SP3 & 2007 SP1 on WinXP SP2-SP3 upgrades during our migration to Office 2007 & various internal programs via Citrix access, reimaged & backed up data on HP Laptops (6400 - 6910 models) & HP Desktops (7700 - 7900 models) systems with Altiris Deployment Server, various internal programs via Citrix access, supported Entourage and Office Mac 2004 & 2008 versions, reimaged & backed up data on Dell Laptops (D400-D630 models), Apple G4, G5, Intel Macs, & Desktops (D240-D280 models) systems with Symantec Ghostcast Server.•Training and support of MS Outlook 2003 SP2-SP3 & MS Outlook 2007 SP1 client support during upgrades, MS AD 2003-2008 & Exchange 2003-2007, Office Mac 2004/2008 version user support on networked folders, e-mail group support, Oracle v.8.0- 9.2 client support, FileNet user support, Windows Firewall support, 802.11 Wireless user support, and Blackberry 8700+ models - support on BES Server & Sprint & AT&T Cell phone support.

Hanover, Md, Us

•Providing Desktop support on Company Made, Managed Engine, Remedy, Peregrine Ticketing system, Altiris, and Network support for more than 1500 + users at various location in Orange County.•Maintained, created & performed backups with Altiris Deployment Server, Norton Ghost v.10-11, SMS Software Deployment, of user profiles, imaged new PCs & laptops like Panasonic Toughbooks, Lenovo, Toshiba Tecra laptops, Dell 625-755 PC’s, Dell Latitude D620-630 Laptops.•Managing several critical systems, and monitoring of servers, and maintenance of servers assigned, added users to Active Directory, disabled Term users within Active Directory, and updated with latest security patches on MS 2000 & XP Pro PCs in LAN/WAN environment with virtually no downtime, resulting in an increase in overall employee productivity and improved communication.•Configured MS Outlook 2003 SP2-SP3 & 2007 SP1 updates for MS Exchange server 2003, Supported Lotus Notes v.6.4 – 6.5, File Server permissions via AD 2003, Altiris Deployment Server software upgrades onto a standardized platform. User setups deployed in less than one day, ahead of schedule.•Supported and configured 80% of executive Treo phones on Goodlink Server, Blackberry BES Server on AT&T, Verizon, Sprint, Remote Desktop via VNC, Altiris, SMS, SunBelt•Training and service support of various systems, which includes: Symbol Technologies Telxon PTC-710, MS AD 2003 user support, MS Exchange 2003 user support, J.D. Edwards, Oracle 8.0 -9.2, AIMS, Captaris RightFax, Cisco Call Manager, Citrix XP Server Service, Cisco IPCC Express service, IBM Hardware Maintenance, VMWare Server Service, Adobe Acrobat, Cisco VPN v.5.0+, Fiberlink, Firewalls, AVST Callxpress Voicemail and auto attendant user support.•HP, Toshiba, Lexmark, Xerox Printer Support

Us

• Answer incoming technical support calls and e-mails for 990+ users.• Install MS security patches on PCs with MS 2k or XP; perform backups of user profiles. • Configure MS Outlook for MS Exchange Server, Fileserver, Websense, and Terminal Server.• Image new PCs with Norton Ghost and setup New User PCs according to Department policies.• Update company MS Visio map layout of current departments.Prioritize calls, escalate user issues, and follow-up with users.Perform desktop support (via Desktop Authority, Real VNC, or Remote Desktop) , troubleshooting Win2K servers, hubs, switches, networked printers, print servers, wireless network devices, Wins 2003 File Server Permissions, and created user profile and user password resets (on MS WIN2K or MS Wins 2003 AD environment & RightFax).• Support Envision Desktop Capture, MS Windows 9X, NT, XP, MS Outlook, MS Office Suite:Crystal Report access, BrightMail, and Access Databases. Support for Treo 650 and Blackberry devices.

Us

• Maintained, created & performed backups of user profiles, imaged new PCs, printer/scanner support, and updated with latest security patches on MS 2000 & XP Pro PCs in LAN/WAN environment with virtually no downtime, resulting in an increase in overall employee productivity and improved communication.• Implemented PCs with MS Win XP Pro from a Windows 2K platform and configured MS Outlook 2003 updates for MS Exchange server, File Server permissions, Websense web security, and Terminal Services for Remote Desktop onto a standardized platform. Executive setups completed in less than one week, ahead of schedule.• Absorbed help desk dept., desktop support, and system administration workload & Lead 5 employees from company restructure, saving the company $120K per year in additional salary expenses.• Answered and prioritized incoming technical support calls & emails of 990+ users, escalated user issues, and followed-up with end users, closing all assigned tickets each day.

Certificate, Computer Networking

Associate Of Arts - Aa, General Studies

Certificate And Bachelors Of Science, Computer Networking

Diploma, General Studies