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Click here or scroll down to respond to this candidateCandidate's Name
Hayward, CA Street Address PHONE NUMBER AVAILABLE EMAIL AVAILABLE LINKEDIN LINK AVAILABLETech Support TechnicianStrategic senior desktop support with expertise in the biopharmaceutical and high-tech industries. Analytical business partner with proven skills in problem-solving, collaborating with internal and external customers and effectively communicating with all levels across the organization. Capable of quickly prioritizing tasks in a fast-paced environment while communicating technical resolutions clearly and effectively with all levels of management within an organization.TECHNICAL PROFICIENCIESMicrosoft Windows Legacy OS, 7, 8, 10 Android Apple iOS iPad iPhone Mircrosoft Office 365 applications - Word, Excel SharePoint Skype for Business OneDrive Teams RDP Symantec PCAnywhere LogMeIn WebEx Enterprise-based Ticketing Systems ServiceNow PAI Helpdesk Zendesk Symantec Endpoint TrendMicro Cisco VPN Sophos Active Directory Acrobat Norton Ghost Acronis Box.com SCCM Airwatch MobileIronEXPERIENCEAcerta-Pharma, South San Francisco, CA 2016 PresentSenior Desktop AnalystProvided support for all IT products and services for 300 users.Provided technical support for Executive, VPs, Directors and monthly Town-Hall meetings, assisting with equipment set-up, and resolving any issues.Traveled and accommodated remote lab users, reduced equipment down time of and engaged with users.Delivered phone support to remote users and desk-side visits for internal users ranging from accessing network issues, password reset, and network access failures.Determined the most effective manner to resolve customers technical issues. Engage in research and in-depth troubleshooting to resolve technical issues. Consults with other IT subject matter experts when necessary.Managed the onboarding process, providing needed equipment and access credentials to allow the new employee to begin working immediately.Managed the offboarding process, disabling access and eliminating security risks for the company.Conducted training for new release applications and new hires.Addressed questions, troubleshot problems, taught or instructed customers regarding software or hardware functionality, and communication policy.Assumed a primary administrators role for the Helpdesk ticketing system, i.e. Zendesk. Updates tickets with appropriate entries of activities, follows-up with customers on the status of tickets, and close tickets with resolution entered upon completion of the job.Attended and collaborate with other business partners to improve processes.Assisted preparedness for FDA submission and inspection, lead to Acertas first approved drug.Managed software licenses and hardware inventory.Collaborated with the AstraZeneca IT team integrate Acertas infrastructure on to AstraZeneca.Candidate's Name EMAIL AVAILABLE Page TwoLumentum Holdings Inc., Milpitas, CA 2015 2016IT - Executive Support Desktop Support SpecialistProvided IT support wide variety of users ranging from manufacturing to high-level Senior Executives.Protected company information by encrypting hard drives with Bitlocker, remote backup with OneDrive, and monitored/reviewed monthly Microsoft updates prior to companywide rollout.Collaborated with different vendors to create hardware standards. Test and research computer hardware for company deployment.Led team on company migration to Windows 10 operating system. Coordinate with different business units for software compatibility.Provided quality support to all employees both on and offsite with a high sense of urgency.Supported desktops, lab equipment in the cleanroom.JDS Uniphase, Milpitas, CA 2006 2015IT - Executive Support Desktop Support SpecialistDeveloped, implemented, and maintained Red Throw Rug program. Supported the Executive Staff onsite and offsite: events, conferences, and meetings, home offices.Programmed and troubleshoot Cisco VOIP phones and Unity voicemails.Maintained, controlled, and documented all incoming/outgoing inventory and asset review.Upgraded and deployed Lenovo laptops to all employees.Coordinated and developed a PC maintenance program for Executive level staff.Installed, configured, troubleshoot, supported, and maintained PC hardware and peripherals including desktop computers/laptops, printers, scanners, and network printers.Implemented and distributed Ricoh copiers to all San Jose sites.Experienced with cleanroom and fab environment and rackmount workstations.Evaluated and defined global standards for PC desktops, laptops, tablets.Spearheaded Windows 7 upgrade project by testing all core applications, coordinating with all departments, imaging machines, and follow up to ensure no post-migration issues.Our team saved the company millions of dollars by replacing the antiquated Nortel Meridian PBX switch and converting the system to a hosted Cisco VOIP system. Assisted with physical phone deployment, created standard operating procedures, and implemented downtime contingency plans.Supported specialized legacy systems and worked with vendors and corporate network administrators to bring the systems back into compliance.Assisted with the implementation of managed print services and saved the company thousands of dollars a month in maintenance and supplies.EDUCATIONBachelor of Arts, PsychologySan Jose State University, San Jose, CAPROFESSIONAL DEVELOPMENTPercipio (AstraZeneca online training): MAC OS Active Directory Training ITIL CompTIA A+: Microsoft Operating System Installation & Upgrade Implementing a Hybrid and Secure Messaging Platform Azure Overview of Microsoft Azure Microsoft Azure Architect Technologies: Managing Azure AD.Skillsoft: Windows 10Global Knowledge, San Jose, CA: Installation, Storage, and Compute with Windows Server 2016 ITIL Training 2014 Windows 7 2014 System Center Configuration Manager - 2016CERTIFICATIONTechnician for Networking Certification, Institution for Business and Technology |
